FAQs

HOW IT WORKS

We understand that our Customers put a lot of trust in us when they trade in their electronics, and we take that responsibility very seriously. We are inviting you to check for yourself.

Just visit this page to reset your password. This will send an email to the email address associated with your account along with the password

Having an account with Stopoint is a convenient and easy way to track your transactions.
The simplest way to set up an account with Stopoint is to create a transaction - or in other words -sell a device to us on www.Stopoint.com, it's easy!  You will begin by finding your item, and getting a quote.
As you take the steps to lock in the offer on your item, you will be asked for the information needed to create an account. This will include your address, contact information, and payment preferences.  As always, there is no cost to using Stopoint to trade in your device, and never an obligation to send the item to us.
After you create the transaction it can take up to 10 minutes for our system to process the new account.  From there we will send you an activation email, along with (packing slip and shipping label - .HTML).  We will then request that you follow the activation link and confirm your account. 
If you have any trouble activating your account, please contact us immediately through our live chat or ask a question using Contact us.  Activation prevents any downtime in communication regarding important account and transaction updates that can relate to your inspection and payment.

For individuals, Stopoint does not currently buy from or sell to customers outside the United States. For wholesale buyers, we do sell in bulk provided you meet our seller requirements.
We are definitely excited about the future of Stopoint, and the possibility for expansion, but for now our service is active in the United States alone.
Thank you for your interest, and stay tuned!

Using Stopoint is simple!
We've worked hard to make Stopoint as easy as can be for you.  To find out the Stopoint Value for your item, just follow these steps:

  1. Find your item on www.Stopoint.com.  If the item is not on our website, unfortunately we do not accept it.  Please do NOT select an item if it does not exactly match your item exactly, we will not be able to offer you anything for it. 
  2. Once you've found your item, let us know what condition its in by answering a few questions.  Please remember the rating of "Like New" would be for an item which appears and functions as if it has never been used. 
  3. . If you like our offer just complete the checkout process and tell us how you'd like to get paid: Check or PayPal.
  4. Shipping is FREE!  
  5. Our offer is good for 30 days but the faster you send it in, the quicker you'll get paid.
  6.   Once we receive your box, the Stopoint team will check out the contents and pay you quickly.  
  7. Please note:  If what you send in does not match the condition you described online, you will be given a revised offer.  You'll have the option to decline the new offer during a hold window of 5 days.  If you decline the offer we'll send your item back to you and pay for the shipping.   

Stopoint buys mostly Apple products, iPhones, iPads, iPods, Macbooks, Macs, select Apple TVs. We also buy a select group of other smartphones and tablets like Samsung, Microsoft and Google Phone etc. All of the items we buy can be found on Stopoint.com. If your exact model does not appear on our website that means we no longer make offers for that item. If we receive an item that is not in our catalog, we will not be able to honor the price quoted in your offer. A counter offer will be provided, or if we cannot take the item, we will either ship it back free of charge, or recycle it responsibly upon your confirmation

If your item has an engraved message, it will not affect the trade in value. Once we receive your item our inspectors will remove engravings of personal and/or offensive nature prior to reselling the device.

Unfortunately, we do not accept cell phones locked to a specific service provider other than the carriers listed below:
AT&T
Sprint
T-Mobile
Verizon

It is important to accurately rate the physical and functional condition of your item. These ratings are crucial to helping Stopoint meet your expectations.
iPhone Conditions

Like New (if all of the following is true):

  • Works perfectly
  • No noticeable flaws, still in its package or looks like new
  • Has zero scratches
  • Has no dust under the glass

Good (if the following is true):

  • Your iPhone is in great working order with some minor cosmetic signs of wear
  • Your iPhone has no cracks or missing buttons (power, home, ringer, and/or volume)

 

Cell Phone Conditions (non-iPhone)

Like New (if all of the following is true):

  • Works perfectly
  • No noticeable flaws, still in its package or looks like new
  • Has zero scratches

Good (if the following is true):

  • Your phone is in great working order with some minor cosmetic signs of wear

Computer Conditions (Laptop & Desktop):

Like New (if all of the following is true):

  • Works perfectly
  • No noticeable flaws, or looks like new
  • No scratches or wear
  • No scratches or scuffs on the display surface

Good (normal signs of use such as the following):

  • Your laptop is 100% functional
  • Has normal wear on the keyboard and/or trackpad
  • Has light scratches and/or very minor dents or nicks
  • May have very light scratches or scuffs on the display surface, which do not affect viewing

Acceptable (if any of the following is true):

  • Your laptop is 100% functional
  • Has normal wear on the keyboard and/or trackpad
  • Your laptop has a non-functional component, but still powers on (i.e., the keyboard or trackpad are defective, but the laptop functions otherwise)
  • Moderate to heavy wear on the keyboard and/or trackpad
  • Moderate to heavy scratches, dents or scuffs
  • Minor display issues, such as dead pixels or screen burn

Apple Desktops

Flawless (if all of the following is true):

  • Works perfectly
  • No noticeable flaws, or looks like new
  • No scratches or wear
  • No scratches or scuffs on the display surface (iMac)

Good (normal signs of use such as the following):

  • Your device is 100% functional
  • Has light scratches and/or very minor dents or nicks
  • May have very light scratches or scuffs on the display surface, which do not affect viewing (iMac)

Acceptable (if any of the following is true):

  • Your device has a non-functional component, but still powers on (i.e., the hard drive or optical drive are defective, but the desktop functions otherwise)
  • Bent housing
  • Moderate to heavy scratches, dents or scuffs
  • Minor display issues, such as dead pixels or screen burn (iMac)
  • Minor damage to the display stand (iMac)

When selling a device to Stopoint, we suggest you send your device with a fully charged battery as this will speed the inspection process.  Other than that, you do not need to send us anything as it does not impact your offer price.  

Stopoint does not purchase items that have been reported as lost or stolen.
We use CheckMEND, a state-of-the-art tool that includes information from carriers, law enforcement and insurance companies to identify whether a device has been reported either lost or stolen.
CheckMEND is a cutting-edge tool designed to more accurately detect potentially stolen goods, including smartphones, tablets and computers. Developed by Recipero, the largest U.S. consumer electronics background report service, CheckMEND compiles data from major wireless carriers, law enforcement and insurance companies across the country (including the FBI) to provide the most complete database of lost or stolen devices.

We also regularly assist law enforcement in the investigation of stolen property. We record the device's electronic serial number for each item we receive, so we can provide a trail for items under inquiry. Also, all devices, regardless of whether they are reported as lost or stolen, go through our data wipe process.

As part of our online trade-in process, each of our customers are required to contractually confirm the device is in fact theirs to sell and has not been reported as lost or stolen. We also remind customers in the process that we do not accept items that have been reported lost or stolen.

Stopoint does not purchase phones that have been reported as lost or stolen at the time of sale.
We always try to identify the owner of any lost or stolen device we find.   If your phone has been lost or potentially stolen, make sure you report the incident to your service provider and or local police as they can prohibit the item from being activated by a new user.
Most phones can be remotely locked and erased to keep your information safe, you may even be able to put a message on the lock screen with a contact number in case your phone is located.
With iPhones for example you can use the Find My iPhone feature if it has been enabled. With this tool you can lock the device and provide a phone number on the screen.
When we receive an item that has been locked and has contact information we use that information to contact the owner and initiate a return. For your protection we will require information to verify that you are in fact the rightful owner of the device. Once that has been confirmed, we will return your lost property free of charge!

How it works - Every item sent to us is hand evaluated by a trained member of our team based on the information you provided.  If our evaluation does not match up with the one you completed online, the offer may decrease or increase accordingly.  
Revised Offers - If your offer changes for any reason, you will receive an adjustment email on the day of inspection with the new value and an explanation of any changes to your offer.  If you disagree with our revised offer, we will gladly return your item to you free of charge.
Please Note:If you do not respond to our email and we do not hear back from you regarding the revised offer after 5 days, the new offer will be automatically accepted on your behalf and your revised payment will be sent to you.
If your offer is revised and you believe there has been a mistake, you can request the attention of our Inspections Manager for a closer look and re-assessment.  You can submit this request by using our Contact us.
If you can't find our email you can always submit your decision, by logging into your www.Stopoint.com account and visit the "Track My Offers" page to manage your transactions. 

How to avoid a Revised Offer - The best way to prevent an offer drop is by providing as accurate an initial assessment as possible.  If you need assistance determining the condition of your device(s), please visit our "Determining the Condition of My Item" Help button located on top right corner.  It is also very common for customers to select the wrong model on our website. If you are not sure the exact model you have please contact us and ask with your devices serial number and ask for assistance before creating a transaction. 
We are here to help!   

There is no cost to having a Stopoint account or setting up a transaction with us.  We pay for shipping, and if we send you a shipping label but you decide to cancel your order, there is no charge! 
You are under no obligation to send the item to us, and if you decide not to, there are never any penalties!  Should you decide not to send in your phone, your transaction will automatically cancel within 30 days from the day it was created.  There is no need for you do to anything.  All we ask is that you recycle any unused shipping label we have sent to you. 

Stopoint never sells or shares any of your personal information unless you have specifically opted in to receive offers from our partners.  Additionally, during our inspection process all devices receive a full wipe and factory restore prior to or during inspection and we destroy any SIM or memory cards that our customers forget to take out.
Please Note:  If you do forget to take out your memory card or SIM and your phone is sent to us, we will be unable to send the SIM or memory card back to you should you decide to cancel your transaction as they are destroyed immediately upon the start of the inspection process.

Our team is focused on providing the best help possible using online tools as the primary way to help our Customers. Chat and email allow us to serve customers more efficiently and answer your questions quickly and accurately.
Our greatest tool is the Help Center you are using right now.  From here you have access to our self-service Help center, as well as the option to Live Chat with an agent or ask a question using the Contact us form.

Find My iPhone is a feature for iPhone, iPad, and iPod Touch that can help locate your device if lost, but can also block activation by a new owner.  Because of this, Stopoint can not offer full trade-in value for devices with Find My iPhone enabled. 
To ensure a fast and hassle-free process, please make sure to turn off Find My iPhone before sending it to Stopoint.
How to turn off Find My iPhone

Locate and tap the "Settings" icon on your device's home screen.
            

  1. Tap "iCloud" in the Settings menu.

                    

  1. If Find My iPhone is ON, tap the slider to turn it OFF.
  2. If you are prompted to for a password, enter your iCloud password and tap "Turn Off" to confirm.

                    

Please note:

  1. If your device is unable to power on, please see the "How to deactivate "Find My iPhone" AFTER shipping to Stopoint FAQ and follow those remote reset instructions
  2. If you have already reset your device, Find My iPhone is turned off.

Please contact us if you need any assistance with this process.

How to turn off "Find My iPhone" after you have shipped it to Stopoint?

Find My iPhone is automatically activated with iOS7 and newer for iPhones, iPads, and iPod Touch. This automatically blocks activation by other people, and does not allow Stopoint to find a new owner for your device. Because of this, Stopoint will not be able to offer full trade-in value for devices with Find My iPhone enabled unless you deactivate the "Find My iPhone" in your iCloud account.
The good news is that It is still possible to clear your device.  Here's how:

Go to http://www.icloud.com/#findand login using you Apple iCloud account (this is the same account you use on your device.)

 

           

 

  1. Click "Devices"at the top, and locate the device you sent to Stopoint.  After a few moments, iCloud will finish updating the location on each of your devices and the device you sent to Stopoint should appear as offline. Click on the device to select it, go back to the device list, and the click the "X" button to remove it from your account. Please note: device must be powered off.

         
          

  1. Click "remove" on the next screen to confirm.

       
        

 

  1. If you received an email from Stopoint asking you to complete these steps, use the link in your email to let us know you've removed it from your account so we can continue to process your device.

Please note:if you are still in possession of your device, you can turn off Find My iPhone right from the settings menu.  If you aren't able to remove the device from your iCloud account, please contact us for assistance.

An ESN is an Electronic Serial Number. An ESN can also be referred to as an "MEID or "IMEI.” It is a unique identifier used by wireless carriers to connect a phone to an account. An ESN will be considered 'bad' if:
The phone is still active on the account (receiving calls and text messages, etc...) 
The wireless account has an outstanding balance 
The phone has been reported lost or stolen
If your buyer receives your device and finds that it has an active ESN, they will contact you via email to request that you fix the issue with your wireless carrier. You'll have 5 days resolve the issue.
If you are unable to clear the ESN, your buyer will consider your device damaged and offer you a lower price, which you can accept or decline. (If you decline the new offer, they'll mail your device back to you within 2 business days.)
If you are unsure about your phone's ESN, please contact your wireless provider to find out if it's clear to be activated by a new user. 
Please note: Any attempt to sell a lost or stolen phone through Stopoint is a violation of Stopoint's Terms of Service

Payment Information

Typically it can take as much as 8 business days (10 - 12 calendar days) from the time you mail your device to the time you receive payment.  This all depends on the time of year, the payment method you requested and where you live.
After you receive notification that your device has been inspected, you can expect the following time-frames to receive payment:
Checks typically take 3 to 5 business days to arrive.  This timeframe quote is provided to us by USPS. If it's been more than 14 days since you received the email notification that your check has been sent, please contact us, and we will be happy to look into it for you.
You can track your check by logging into your Stopoint account or via the "Track Offer" link at the top of our homepage. From there you can click the "Track Payment" link to see the current location of your check. Please note that the tracking system simply provides a scan of the last United States Post Office location and will not provide a delivery date.
Paypal payments it should take no longer then 24 hours to arrive. If you have not received the funds it is most likely due to your account not being verified or being able to accept transfers. Please contact PayPal customer support to resolve any issues with your account. You can also request a change in payment address or payment method if you are having difficulties with your PayPal account.
Please Note: If you sent us more than one item, payments are issued per item, not per box. We do our best to consolidate payments into a lump sum, but because different items move through our evaluation process at different speeds, you may receive multiple payments if you had more than one item in your box.

Once we receive your item
Once we receive your item, it should only take 24 hours  for it to be processed. (It depends on the time of day it gets to us)  If the model and condition are confirmed during the inspection, the payment is issued within these same 24 hours.
Once Payment is Issued
PayPal is the fastest ways to get paid. All PayPal payments are paid within 24 hours after the product is received.
Checks are mailed via USPS and arrived within 3 business days.

Once your item arrives at our warehouse, it typically takes about 24 hours depending on how you choose to get paid for payment to be issued.  PayPal is the quickest ways to get paid.  Checks are delivered to you by USPS, so please allow an additional 3 business days for receipt.
There are a number of factors which will impact the overall timeframe for payment.

  1. Shipping time to our facility (3-5 business days)  We are centrally located in Miami, Florida You can track your package by logging into the "Track Order" page on www.Stopoint.com
  2. Once we receive your item our goal is to inspect your item within 24 hrs and get your payment to you.
  3. Once your payment is issued (within 24hrs of inspection) - Paypal is Instant! Checks can take from 3 business days from inspection to be received.

The best way to prevent delays is to make sure your package is scanned at the post office or FedEx facility for proper shipping, and then watch your email inbox carefully.  We recommend checking your email daily to avoid any miscommunication. (Check your spam folder if you don't see an update from us)
PLEASE NOTE: If there is an active account (an unpaid bill, or other reason your carrier will not release your phone) on your phone it can cause significant delays as well as a possible adjustment of the amount offered.

Yes, provided the item has not been inspected. Why? Once we inspect an item payment is issued VERY quickly and will probably be already issued the way you indicated in your original offer.
You can change your payment type in one of two ways:
Use your www.Stopoint.com account: Log into your account and from there you will be able to change your payment type.

Contact Customer Care:  We recommend using Live Chat on top of every page because it is the fastest way for us to update your payment type.  You can also contact us using our Contact us form located on top of every page. However, this can take up to 24 hours to receive a response.
You can track your payment under the "Track Offer" in the upper right hand corner of the Stopoint.com website.

Due to the security of your private information you must contact your wireless service provider and clear any issues that are causing your device to remain active.  
An ESN.IMEI or MEID is an Electronic Serial Number.  
Reasons it might be Active:

  1. The device still holds an "Active" account status with the carrier 
  2. The account associated with the device has an outstanding balance
  3. The device has been reported as lost or stolen

Please make sure you take care of this within 5 days of our notifying you. You can do this by clicking the link in the email we sent you.  If you do not contact us and let us know, your offer will be automatically accepted and it is unlikely we will be able to return your phone.

Stopoint currently offers 2 ways for you to get paid for your used electronics:

  1. Check.  Shipped using USPS First Class Mail, this option takes 3-10 business days to arrive after inspection.  
  2. Paypal -Sent directly to your Paypal account using the email address provided by you during checkout, this option takes 0 - 2  business days to arrive after inspection.

If you do not receive a check within 5 business days, the USPS may have sent it back to us. If so, we will check the address you submitted to see if we could resend it.  Please do not hesitate to ask customer care if they can find your check!
If you are having problems with PayPal, please check your spam folder to see if the emails we sent were sent there.  Also, please make sure your PayPal accounts is current.

Unlocking your iPhone from the AT&T network is an easy (and free!) way to increase the amount of your Stopoint offer by allowing your iPhone to work on other networks. Most AT&T customers are eligible to unlock their old phone after upgrading, but a full list of requirements is available here. For answers to common questions, see our complete carrier unlocking FAQ.
It only takes a minute to get started:
3. Go the AT&T Device Unlock website (AT&T Business Customers call 1-800-331-0500 to complete the process.)
4. Select the checkbox and click the "Agree" button at the bottom to confirm you've reviewed the requirements.
5. Fill out and submit the form using the account-holders information.
What happens next?
You should receive an email from AT&T within 5 business days with further instructions. You can also check the status of your unlock request here.
Once your unlock request is approved, use iTunes to Backup and Restore your iPhonebefore shipping your iPhone to Stopoint.
If AT&T denies your request, it may be necessary to resubmit your request or contact AT&T Support for further assistance (please note: if you're recently upgraded, you may be required to wait 14 days.) If you are not eligible to unlock your iPhone, Stopoint will still purchase your iPhone at our lower, "locked" offer price.

Please contact us if you have any questions about this process.

If you know and have access to the email address, the easiest and fastest solution is to add that address to your PayPal account. You then should be able to access the payment instantly.
If that's not possible, please contact Customer Care through Live Chat or the Contact us. We will send a request to PayPal to refund the money and reissue to the correct address.

Please note: It may take up to 30 days for PayPal to refund and reissue payment. 

Except for special promotions, offers last 30 days.
The value of electronics typically declines pretty quickly over time so we can only honor your offer for 30 days. If we receive your item after 30 days, we'll inspect it and send you a revised offer reflecting the current offer value.  If you are not happy with the revised offer, you will have the opportunity to request that the item is returned to you and we will ship it back for FREE!

If your offer has expired, but you would still like to sell your item to Stopoint, simply return to Stopoint.com and go through the process again to see what your item is worth today.

These identification numbers are tied to a carrier (AT&T Verizon, T-Mobile etc..) and helps record the activity and status of the device. Prior to our inspection, we check with the carriers to ensure that all of these numbers have been deactivated.  An active number WILL reduce the amount of your offer.  If these are recorded under a Lost or Stolen account, we will NOT accept the device. 
Please Note: A device that is reported active, lost or stolen is the result of the carrier telling us it is in that status.
ESN - an Electronic Serial Number.
MEID (Mobile Equipment ID)
IMEI (International Mobile Equipment Identity)
An MEID and ESN uniquely identify a CDMA cellphone. In the 2005 time frame, the MEID began to replace the 32-bit ESN. 
An IMEI (International Mobile Equipment Identity) is unique number assigned to a GSM, UMTS or IDEN cellphones.

  • An ESN, IMEI or MEID may be active for the following reasons:
    • The device still holds an "Active" account status with the carrier 
    • The account associated with the device has an outstanding balance
    • The device has been reported as lost or stolen

If the ESN is not clear for activation, we will notify you via email and hold the item for 5 days. You must tell us if you are going to clear the Active account, or Accept or Decline the revised offer.
To clear and active number, you must contact your wireless service provider and clear any issues that are causing your item's ESN to be active so that we can complete the evaluation process.

After 5 days, we will issue a revised value for your phone in "parts only" condition.  If you tell us you are going to try and clear the account, you will have another 5 days to decide if you would like to Accept or Decline the revised offer.
If you do not notify us we will automatically accept the revised offer and pay you the revised offer amount.  PLEASE NOTE: Once you are paid it is unlikely we will be able to find your phone and return it to you.
Helpful Hint - You may need this number as a reference.  On many phones you can find your ESN, MEID or IMEI by typing in *#06# and your phone and the number will appear on your screen.
Verizon phones can now be checked through their "Activate Phone or Device" page.  For other carriers you may chose their Chat function on their Customer Service page.

Checks are shipped via USPS first class and typically take 3 to 5 business days to arrive after your inspection is complete and it has been accepted.
You can track your check by logging into your Stopoint account or via the "Track Offer" link at the top of our homepage. 
1) Click on the "Track Offer Link" 
2) You need to enter the email address and the STP number used in your offer.  
3) Then click the "Track Payment" link to see the current location of your check.
4) Tracking information will show you where your check is - up to the last city Post Office your check arrived in. 

Paypal customers will see a credit to their account.  If you do not see the credit please contact Paypal to see if there is an issue with your payment

We understand that it can be a surprise when you get a change in your offer.  If you think we got it wrong you can do the following:
Request a reinspection - To request a re-inspection you can select the link in the email you received and we will issue a request with our processing center to re-inspect the phone.
To ask us a question about our revised offer - You can use our Live Chat or Contact us form.  If we can't explain why the offer changed in more detail than explained in the email you received, we will have our Inspections Management Team take a closer look for you.  Every so often an inspector may miss something, and we may adjust or overturn an inspection result and bring your offer back up.  During this time, we would request that you do not Accept or Decline the revised offer, as this will cancel the re-inspection request.
Why things change - Sometimes we find things you might not know about. While you may think your phone looks and works perfectly, a functional or condition rating related defect, or if the item is a different model, we will calculate a new offer.  Once we send you an offer adjustment email you will have 5 days to decide if you would like to "Accept" or "Decline".  If we do not hear from you after 5 days passes, we have to assume you do not object to the new offer, and your device will be automatically processed under the new amount.  If you Decline the offer within the 5 days, the item will be sent back to you - Free of charge!
How to stay on top of your offer progress - The most reliable way you can manage your transactions is through the "Track Offers" page on www.Stopoint.com.  Once logged in, you can review the status of each transaction individually and submit any decision we might need from you to proceed.  If you submit a "Decline" decision, we will return the device to you within 3 business days.  You will receive an email with a tracking number, which will allow you to prepare for the item's delivery. 
NOTE:  Return packages are not insured against loss or theft and do not require a signature.  We strongly recommend that you monitor the tracking, and are present for the return delivery.
We recommend checking the "Track Offers" page daily after you ship the package to us.  The 5 days following receipt of your item are VERY IMPORTANT, and we are dedicated to making the transaction seamless so you can get your money FAST if you choose to "Accept" the revised offer

SELLING MY ITEM TO STOPOINT

We are constantly looking at the markets and competition to offer the best price, and to provide the most reliable, easy service when trading in a device.
To calculate a competitive offer for your item, we have invested in patent pending tools that use data like market demand, business costs and available inventory to determine a competitive market value.
Additionally, there are a few things you should consider when deciding if selling to Stopoint is the right choice for you.
1. Listings made easy: If you choose on-line marketplaces like EBAY or Amazon, taking pictures, composing descriptions, managing online accounts, shipping your items, and providing a return for postings can be a pain - and they can cost money. As well, most marketplaces charge a fee. With Stopoint, you just need to answer a few quick questions to receive an offer and once you send your device in - your payment is on it's way!
2. Competitive Pricing: We are very competitive with our offers. While other companies might pay more for certain items, we do not charge for shipping - they might, we send you a free shipping label - they typically don't.
3. Safe and Secure Payment: Instead of waiting to find a seller, we will pay you fast after a quick inspection process has confirmed the condition of the item. Simply select your preferred payment method during the checkout process.
4. Risk Free - If our offer doesn't match the original offer because our inspection found something different that outlined in the offer, and you decide to cancel the transaction, we will ship an item back to you - free of charge. The value we pride ourselves on more than anything is our commitment to providing you with a crazy awesome experience. We remain confidently in the reCommerce industry. We know we are not the only choice for finding new homes for used electronics, but we encourage you to try out Stopoint. We know that you will be glad you did.

Once your item arrives at our warehouse, it typically takes about a week for payment to be issued. Paypal are the quickest ways to get paid.  Checks are delivered to you by USPS, so please allow an additional 3 - 5 days for receipt.
There are a number of factors which will impact the overall timeframe for payment.

1.  Shipping time to our facility (3-5 business days.  We are centrally located in Miami, Florida You can track your package by logging into the "Track My Offers" page on www.Stopoint.com)

2.  Once we receive your item our goal is to inspect your item and get you paid within 3-5 business days.
3.  Once your payment is issued - Paypal is Instant!, Checks can take from 3-5 days to be received.
The best way to prevent delays is to make sure your package is scanned at the post office or FedEx facility for proper shipping, and then watch your email inbox carefully.  We recommend checking your email daily to avoid any miscommunication. 
You should also check with us if you need any help determining the condition of your item, or if you are unsure of the account status on your phone. 
PLEASE NOTE: If there is an active account on your phone it can cause significant delays as well as a possible adjustment of the amount offered.

In addition to our email updates, you can also get an update on your transactions by selecting the "Track Offers" or "Login" option at the top of the www.Stopoint.com homepage. 

Most iPhones purchased from AT&T are restricted to the AT&T network. When a phone is unlocked, that means it is no longer restricted to a single network and can be used with any carrier. This can only be done by having AT&T unlock the phone for you. In rare cases, phones may be "factory unlocked" which means they were originally made without any restrictions, but these phones typically cost significantly more. Please note: "unlocking" your phone is not the same as clearing the passwords or data from your phone.



Why should I unlock my phone if I'm selling it?
Unlocked phones are more valuable because they can be sold to customers all over the world. When we can sell phones for more, we increase our offer to you.

Do I have to unlock my phone before sending it to Stopoint?
No. However, if we receive a phone that has not been unlocked, you will receive the lower locked price.
Does it cost anything to unlock?
Requesting an unlock from your carrier is FREE.
Is it safe/legal?
Yes! If you meet your carrier's criteria to unlock your device, it is absolutely ok to do. Unlocking your phone only affects the network restrictions on that particular device - not your wireless account or personal data.

Am I eligible?
In most cases, current and former customers are eligible to unlock their phones after completing the contract term or paying for the phone in full. If you have recently upgraded, you may be asked to wait 14 days. Full requirements for AT&T can be found here.
How long does it take to unlock?
The AT&T unlock request can be submitted online and should take no more than five minutes to fill out. AT&T may take up to five days to respond, so it is best to get started right away.

When should I start the process?
Your Stopoint Offer is locked in for 30 days to allow time for you to unlock your phone before shipping it. It is best to submit your unlock request right away as AT&T can take a few days for AT&T to complete the process. If there is anything that may cause a delay, they will let you know right away.

How do I know if my phone is unlocked?
AT&T will notify you that your request has been approved. You should connect your iPhone to your computer, backup, and restore to factory settings using iTunes. After that, you should see a message that the phone is unlocked.

What happens if my unlock request is denied?
We have found that AT&T is not always accurate when they tell people their phone cannot be unlocked. Continue with the submission, and AT&T will review the account and approve the unlock request if you are in fact eligible. You can also use the AT&T Live Chat option to work out any issues with their customer team.

If your model is not on our website, then unfortunately we do not accept it for trade.  
If we receive a different model than what you indicated in your transaction, a revised offer will be sent for as little as $0.00.  As with all our offers, if the revised offer does not meet your satisfaction we will return your device - free of charge or offer to responsibly recycle it for you.

Stopoint is set up for individual users selling under 1 item per transaction. Each phone needs a separate offer made for it, and we have tried to make this as easy as possible, so that you get the maximum value for each device you want to sell. You will just need to create separate transactions for each item.

Our catalog is constantly changing and is driven by feedback from our customers.  
Currently we accept iPhones, iPads, MacBooks, recent model Apple desktop and laptop computers, Apple TV, iPods, and select popular smartphones and tablets like Samsung, Google and Microsoft. 
As always, we'll be considering additions to our catalog as new products enter the market and customers are ready to upgrade to the latest and greatest.  If you don't see the device you own, please check in again in the future, or send us a suggestion.

Removing an item from my order when selling my device to Stopoint:

  1. To remove an item from your order while creating the order, near the top right corner of the screen, click on "You have 1 item in your box" (where 1 can be however many items are in your open box order). 
  2. Next, click the blue link that says; "Remove" under the item photo in the small popup.  Once you click "Remove", it will disappear.

To cancel an entire transaction:  

  1. Go to the Stopoint.com website and click "Track Offers" in the top right hand corner of the Stopoint.com website.  This will lead you to your Transaction Management page.  
  2. Under your Open orders tab, you will see a "View Details" link next to each item.  Once you have clicked this link, you will see  "Cancel this Item" link available.  

Additionally, you can cancel the whole order by clicking "Cancel" at the top right hand corner of the "Box Status" window.

How do I deactivate iMessage so I receive messages on my new phone?
In some cases, moving from an Apple device to a different type of device can cause problems receiving SMS messages.  This is due to the Apple iMessage setup.
To deactivate on your phone:

  1. From the home screen on your Apple device tap the "Settings" icon
  2. Then Tap Messages. 
  3. Then Move the iMessage slider to OFF.

-OR-
If you no longer have access to the phone, contact Apple Support and they can assist you in de-activing the device

Shipping Your Device

To ensure the fastest possible processing and payment for your device, please review the checklist below before sending your device to Stopoint.
You must:

  1. Carrier unlock your phone
  2. If your offer is for an "unlocked" phone, make sure to complete the unlocking process through your
  3. carrier.  More info
  4. Deactivate Service 
  5. If your device has cellular service, remove SIM card or deactivate through your carrier and pay the balance of your bill. More info
  6. Turn Off Device Tracking (i.e. Find My iPhone, Samsung Reactivation Lock) and remove password
  7. This can restrict the device to your account and prevent us from inspecting it.  For Apple device, turn it off in the iCloud settings menu.  For Samsung phones, check the Security settings. More info

We recommend:

  1. Save Your Data
  2. Backup your photos and files.  If your device has an SD card, remove it.  We will remove all personal data from the device.
  3. Send Just Your Device
  4. Please do not send any extra items that you did not submit online.  We cannot pay you for additional items or accessories.
  5. Charge Your Device
  6. Devices received with at least a partial charge can be processed faster.
  7. If you're switching from an Apple device to something else, deactivate iMessage to ensure you continue to receive message on your new phone.
  8. Tap Settings, then Messages, and move the iMessage slider to OFF.

Please note that we do not accept devices that have been reported lost or stolen.

Offers are only valid through the expiration date listed in your email. Devices shipped after this date may receive a revised offer.

How to erase all of your iPhone's data and settings
Protect your data and personal information; erase all of data and settings before sending your device to Stopoint.  We will still double-check your device to make sure it's been erased once we receive it. 
Before you erase your device, we recommend you make a backup of your iPhone's data via iCloud or by connecting your iPhone to the computer you normally sync with.

Here is how you can erase your device before sending it to Stopoint:
    1.  Tap the settings (gear icon) from the home screen
        (or whatever page it happens to be located on your iPhone).
    2.  Tap the "General" settings menu item.
    3.  Choose the "Reset": menu item.
    4.  Tap on the "Erase All Contents and Settings" menu item.

How to erase your device via iCloud, if it does not power on or after you have shipped it to Stopoint with iCloud

  1. Sign in to icloud.com/#find with your Apple ID (the one you use with iCloud), then click Find My iPhone.
  2. Click All Devices, and then select the device you want to erase.
  3. In the device's Info window, click Erase [device]. 
  4. To erase:
    1. An iOS device: Enter your Apple ID password. If the device you're erasing has iOS 7 or later, enter a phone number and message. The number and message will be displayed on the screen after the device is erased.
  5. If your device is online, the remote erase begins. A confirmation email is sent to your Apple ID email address.

If your device is offline, the remote erase begins the next time it's online. 

How do I deactivate my phone or other device?
To deactivate your phone or other device, you must contact your wireless service provider and clear any issues that are causing your device to remain active.  
An ESN is an Electronic Serial Number. An ESN may be active for the following reasons:

  1. The device still holds an "Active" account status with the carrier 
  2. The account associated with the device has an outstanding balance
  3. The device has been reported as lost or stolen

Prior to our inspection, we will check to ensure that the ESN has been deactivated.  If the ESN is not clear for activation, we will notify you via email and hold the item for 5 days.  We will ask you contact your wireless service provider and clear any issues that are causing your item's ESN to be active so that we can complete the evaluation process.

After this hold period expires, we will issue a revised value for your phone in "parts only" condition.  You will have another 5 days to decide if you would like to Accept or Decline the revised offer.
Verizon phones can now be checked through their "Activate Phone or Device" page.

This resource will also provide the make and model of the phone which will confirm that you have an accurate quote for the device you are sending to us.

Once you have deactivated your device, let us know and we can continue with the inspection process.

You can use the label we send you on any box.
If you lost your label we have two great options for you:  

  1. Print the shipping label by looking up your order under Track My Offers on the Stopoint.com site. Once printed, put it on any sturdy box that you may have and take the package to your local Post Office for shipment.
  2. Print the shipping label and go to your local Post Office and get a free priority mail box that will fit your items.   

Be sure to pack it carefully to avoid damage, and please remember to include your packing slip!

Yes, but please make sure you identify which device belongs to which offer by securing the "PS" number to the device.
If you have 2 or more transactions on different orders and would like to ship them using one box, we recommend securing each packing slip to it's respective device. Additionally, sometimes electronics moving through the mail in the same box can cause damage to each other, so please be sure to pack them carefully. Please Note: Missing or mixed up packing slips will cause delays at receiving, and could affect the amount paid due to the mix up, or the time it takes to receive your payment.

Stopoint offers the shipping options of FedEx. 
For Items being sent to Stopoint who we choose will be based on the size and weight of your item, you will have a FedEx label.

If you have a FedEx label, you can bring your box to any FedEx Office or Worldwide Service Center location.
For items being shipped from Stopoint, we ship via FedEx, USPS or UPS.  Tracking will be provided to you electronically once the item ships.

If you have an iPhone 2G, 3G, or 3Gs, locate the SIM card tray in the top edge of the casing, between the headphone jack and power button.
If you have an iPhone 4, 4S, 5, 5S, 5C, 6, 6+ or an Android device, locate the tray in the right edge of the casing. Gently insert a SIM card removal tool or a straightened paperclip into the pin-sized hole in the SIM card tray. Once you release the catch in bottom of the hole, the SIM tray will eject from the phone body. Remove your card from the tray and reinsert the tray so it is secure and flush with the casing.

As long as you use the shipping label provided by Stopoint, in almost all cases your package will be insured on the way to our facility.
Here is what you should know:
Do not use a DropBox - We are not able to insure a package against loss if an item is not handed directly to a FedEx or USPS employee.  We request and strongly suggest that customers do not use a FedEx or USPS Drop Box.  Using a Drop Box of any kind could cause 2-4 weeks of delayed shipping, and if never recovered, could result in the denial of the Lost in Shipping claim.
Pack your box carefully - Based on our extensive experience with shipping and carriers, we highly recommend that customers take the highest care to pack electronics very carefully.  If you are packing your own box, we also highly recommend extra secure closure of the package around each edge to prevent any potential tampering, water exposure, dust exposure, or ripping of the box. Shipping carriers will deny a damage claim if the package is not properly packed.  The claim will be denied if the item(s) are shipped in a flimsy box, or if not enough packing material is used to protect the contents.  If you have any concerns about how well you will be able to pack an item, or multiple items, we strongly recommend using a packing service. 
Record the serial number of your device - We encourage customers to record the serial numbers of the devices in transit prior to shipment, or even snap a few photos for your records.  If a damage or loss claim is the only route available in an unexpected situation, it is very helpful to have this information ready

We will do whatever we can to help you recover your device or help you with a claim should the unfortunate happen.  

Yes, you should remove your SIM card before sending your device to Stopoint. Your SIM card stores information that uniquely identifies your phone on a cellular network. By removing your SIM card, you protect your private service-subscriber key and free your phone to be resold on the second-hand market. On most devices, the SIM card is located under the battery and can easily be ejected.

iPhone and iPad SIM cards can be a little tricky. If you have an iPhone 2G, 3G, or 3Gs, locate the SIM card tray in the top edge of the casing, between the headphone jack and power button. If you have an iPhone 4, 4S, 5, 5C, 5S, 6, 6+ or Android device locate the tray in the right edge of the casing. Gently insert a SIM card removal tool or a straightened paperclip into the pin-sized hole in the SIM card tray. Once you release the catch in bottom of the hole, the SIM tray will eject from the phone body. Remove your card from the tray and reinsert the tray so it is secure and flush with the casing.

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