Early Phone Swap

Exclusive to Flex Pay customers, Early Phone Swap lets you upgrade to the latest phone, on a new device credit agreement, before your current one ends.

• Send back your phone within the last 12 months of your agreement and choose a new one at no extra cost.
• Send back your phone earlier and we'll put the value towards your current device credit agreement.

• you're an existing EE mobile customer with an open Flex Pay account
• you still have the device we sent you
• your device is in good working order
• you're up to date with your payments
• you'll be able to pass a credit check for another device credit agreement

Give us a ring or pop in store and we'll talk you through your options. Let us know the condition of your current phone so we can check if you're eligible.

After this, our partners Likewize will send you a text and email about what happens next. If you don't receive these messages, please contact Likewize directly at eeconsumer.uk@likewize.com so that they can let you know what to do.

1. We'll send you your new phone and a returns kit (these will arrive separately).
2. Disable any security features like PINs, biometrics and Find My.
3. Make a backup of all your messages, photos and personal details.
4. Remove any physical SIMs.
5. Package up your old phone, and attach the prepaid returns label, but keep hold of any chargers, cases and accessories.
6. Send us your phone within 14 days of us dispatching your new one.
7. Keep your proof of postage so you can track the status of your return.

Haven't received your returns kit yet?

Please allow a few days from ordering your new phone to receive your returns box and pre-paid label. If you still don't receive it, please email eeconsumer.uk@likewize.com and Likewize can send you a replacement.

Once our partners Likewize receive your old phone, they'll check it and make sure it's in the condition you told us. If you've got less than 12 months left on your agreement, we'll settle it for you. If you've got longer, we'll credit your agreement with the value of your phone.

We'll process your phone and make payment within 10 working days of receiving it.

You'll need to keep paying your current device credit agreement until we process the one you've sent us. This means you'll have 2 credit agreements for a short time.

How payment works

If the value of your device is less than the balance of your existing device credit agreement, you'll need to keep making payments towards it until the balance is settled. This may happen if there's more than 12 months' left when you upgrade.

If the value of your device exceeds your remaining balance, we'll pay the difference into your bank account.

Changed your mind about your new phone?

You'll be able to take advance of EE's usual returns policy. We can help you pick a different phone. You can use the same returns kit to send your old phone back to us. We'll extend how long you have to send your old phone back to us.

Reminders

Once you send your phone back, you can track the return using your proof of postage. Allow a few days for your phone to reach us. It might then take a few more days to process your return after we receive it, so please ignore any reminders you get during this time. 

If it's been over a week and your tracking hasn't been updated, please email Likewize at eeconsumer.uk@likewize.com with a copy of your Proof Of Postage so they can investigate with the courier. You may still be sent reminders while this happens.

We won't be able to settle your agreement or pay out if:

• your device is not in the condition you told us
• we don't receive your device within 14 days of dispatching your new one
• you've still got Find My, biometrics or a PIN/passcode enabled

If any of these apply, your device credit agreement will not be settled or the quoted value will not be paid towards it. You'll need to continue paying both your old and new device credit agreements. Our partners Likewize will be in touch to explain the outcome and to arrange the return of your phone to you.

For more information, see our Early Phone Swap terms and conditions.