topic Re: Trade in Issue in EE app and website

Trade in Issue

Arnozio — Thu, 28 Aug 2025 16:51:05 GMT

Hello,

I was looking at options for an upgrade and was looking at the Google Pixel 10 Pro 256GB. When selecting the option for Trade-in, i'm only able to trade in a phone if it is the same brand as the phone i'm looking to buy, is this correct? This is the same if I look at a Samsung or Apple phone.

I was looking to trade in my iPhone 14 Pro to go towards the Google Pixel 10 Pro.

Re: Trade in Issue

Chris_S — Fri, 29 Aug 2025 11:52:50 GMT

Hi @Arnozio

Great choice of phone there, the Google Pixel 10 Pro looks like an amazing phone.

Could you try clearing your cookies and cache, then give that another go please?

If you're still unable to select another phone brand, you could try using a different browser.

Chris S

Re: Trade in Issue

Light_arc — Tue, 30 Sep 2025 04:03:11 GMT

Hi,

I’m having this same issue and I’ve tried different browsers and even going from the EE app onto the pc storefront.

Is this still a known issue?

Re: Trade in Issue

Michael_D — Tue, 30 Sep 2025 11:27:56 GMT

Hi @Light_arc

Welcome to the community.

Which phone were you trying to select to see the trade-in options?

Michael

Re: Trade in Issue

Light_arc — Tue, 30 Sep 2025 14:37:39 GMT

Hi!

I was looking at upgrading to the Google Pixel 10 Pro XL and the only option for trade in was Google phones. So I tried looking at trading in for an iPhone 17 pro and it also only gave the options for only Apple phones.
I was using Google Chrome, Safari, and MS Edge on the same and different phones and laptops, and the same issue occurred every time.

Re: Trade in Issue

Michael_D — Tue, 30 Sep 2025 14:45:48 GMT

It can depend on the trade-in offers that we have running at the time @Light_arc. Most of the time it will be to trade in a phone from the same manufacturer as the new phone will be.

If you give our upgrades team a call, they will see if there is anything on at the moment to trade in a different make of phone.

If there isn't, you can always trade-in the old phone for cash with EE Recycle.

Michael