Browse the FAQs below to find quick answers to your questions and if you don’t find the answer, please tell us.
How can I tell if my phone is eligible for the Upgrade programme?
You can upgrade both working and faulty eligible Cat phones. If the phone is faulty, it must meet some simple criteria:
1. Not be crushed or bent
2. Have no major missing components
Which devices are eligible for Upgrade?
You can upgrade from the Cat B15, Cat B15Q, Cat S50, Cat S30, Cat S40, Cat S31, Cat S41 and Cat S60.
Can I buy any product and receive cashback for my current Cat phone?
The Cat S31, Cat S41 and Cat S61 are currently the only eligible phones to purchase from catphones.com through the Upgrade Programme.
Can I upgrade my phone even if I live in a different country to the website?
The Upgrade Programme is currently only available in the UK
Where do I find my IMEI number?
There are 3 ways to find your IMEI number:
1. Dial *#06# on your keypad
2. For Cat® S30 and Cat® S40: Open the SIM tray; you will find a piece of paper with the IMEI number.
3. Find it on the original box, on the label located on the outside.
Can I cancel collection of my old device?
Yes. If you change your mind, simply keep your current Cat phone. However, we will not credit your account with any Cashback value if you decide to keep your current Cat phone.
How long does it take to receive my Cashback?
Once we receive your current Cat phone, as long as it passes inspection, we will refund your money within 1 business day using the same payment method you used when purchasing your new Cat phone.
What if I do not receive my Cashback?
Please <a href=”https://www.catphones.com/en-gb/help-support/contact/”>Contact Us</a> and our Customer Service team will be able to find out why you haven’t received your cashback.
How can I make sure my phone is wiped?
We recommend you perform a factory reset on the phone before you send it in. All phones will be wiped as part of our process.