Frequently Asked Questions

Purchase a new Alcatel A2 XL, A3, A3+ A3 XL or A5 LED device between 1st October 2017 and 31st December 2017 from a participating retailer. Wait 30 days from making your purchase, and then submit your claim by 11th February 2018.

Once your claim is approved, send off your old phone to our recycler with our prepaid label within 45 days.

View our How It Works page for further details on how to submit your online claim.

You are permitted to submit 1 claim per qualifying product purchased and a maximum of 3 claims during the promotion.
We can only offer the reward for purchases of a new Alcatel A2 XL, A3, A3+ A3 XL or A5 LED device.
Physical Copy/In Store Purchase:

If you have a scanner, scan your proof of purchase and save to your computer ready to upload.

If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet. To transfer this document to your computer you can simply send it via email or transfer via USB. If you are claiming on your tablet, upload the image from your tablet’s photo library.

Digital Copy/Online Purchases:

Print and Scan as detailed under physical copy/ in store purchase.

Save your proof of purchase to your computer ready to upload.

Take a screenshot of the proof of purchase and save as PDF or JPEG to your computer. To save your proof of purchase as a JPEG, simply paste the screenshot you have taken into Microsoft Paint and save this document to your computer as a JPEG.

If claiming from a tablet, take a screenshot of the proof of purchase and upload to the claim form from your photo library.

General Requirements for documents uploaded:

When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of purchase may invalidate your claim.

Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 2Mb.

If required you can upload multiple documents, simply select the files one at the time and click upload during the claim process.

This is likely to be for one of the following reasons:

  • You have missed the claim window for this promotion
  • Your purchase date is outside the promotional period
  • You are too early to claim for this promotion

Please refer to your proof of purchase and the Terms and Conditions of this promotion and the claim period detailed.

Prepare your documents for upload and then during the claim process follow these steps:

To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘Upload’.

If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the bin icon). Once all documents are loaded select next.

You will need to provide the following details:

  • Account Holder's Name
  • Account Number
  • Sort Code
Your claim will be checked by one of our agents and the status of your claim will be emailed to you. We will keep you up to date on the status of your claim via email, you can also check the Claim Tracker function on this website as to the status of your claim.
Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder. Alternatively, you can use the ‘Claim Tracker’ function on this website.

Please refer to the email we have sent you, it may be that the details uploaded for your proof of purchase were not sufficient to process your claim.

Common reasons for Missing Information:

  • Proof of purchase was not legible
  • Proof of Purchase did not show the price paid, products or retailer purchased from
  • An incorrect document was uploaded and not a proof of purchase
  • An order confirmation was supplied which did not show the products were purchased, in this case we ask you to provide further documents to support your claim, this could be a delivery note or invoice
  • The IMEI number you entered on your claim is invalid
  • The bank details you provided are not matching with the claimant/company details
Once you have submitted your claim online, it will be reviewed by one of our agents. If provisionally approved you will be sent further instructions of how to return your trade-in device using our prepaid postage label.

Once your claim is approved, please follow the below guidelines and advice:

  • Pack your items securely in a box or container
  • Always use high quality wrapping and cushioning/filler materials to avoid loose contents
  • Always remove old labels and stickers when reusing boxes
  • Protect edges and sharp points with heavy, well-secured edge protection
  • Use heavy-duty double-layered cardboard for valuable items
Package up your Trade-in device as outlined and securely affix the prepaid postage label provided in the approval email to your parcel and take to the post office. Please make sure you include the barcodes in your parcel. Without this we are unable to identify your Trade-in device.
No, unfortunately not. We must receive your trade-in device within 45 days from your claim being approved, as stipulated in the Terms and Conditions of the promotion.
From the date that we received your old device it can take approximately 14 days for us to receive the final test report to be able to process your claim. Typically when sending in your trade in device you will have received a tracking number, depending on the service used or supplied you may be able to track the parcel through the supplier.
Claims may be revalued if your trade-in item did not meet the Terms and Conditions of the promotion; in this case we send you an email advising of the revaluation. If you do not agree with the revaluation please contact our customer service team within the timeframe specified in your email received who will review your claim and give you a final decision.
Payment will be made within the timeframe outlined in the promotional terms and conditions.

If you have received an email to confirm approval of reward, please check the following:

  • Refer to the Terms and Conditions of the promotion for reward timeframes
  • Check your bank statements for the reward amount that you are expecting
  • If you are still unable to locate your payment please contact us here

Contact Us Form


If you have any problems or questions related to this promotion, our customer service team will be happy to help.

By Telephone: 0345 216 0094

Lines are open Monday to Friday, 9am to 5pm. Calls will be charged at local call rates from landlines only.

Claim Tracker

Track the progress of your claim by entering your claim ID