How will Raylo Pay contact me when it’s time for me to upgrade?

We’ll be in touch by email and SMS letting you know when you're due an upgrade. You can also log in to your Raylo Pay account to see when your upgrade is due.

Can I upgrade early?

An early upgrade is something we don't support right now but if there is enough demand we'll look at introducing it in the future.

Can I keep my old device as well as upgrade?

Yes of course - once you’ve completed your upgrade, you can contact us to keep your current device by paying a non-return fee.

How much is my non-return fee?

This can be found in your hire agreement that was emailed to you at the start of your lease.

Can I upgrade my phone to a tablet?

Yes, you will just need to log in to your Raylo Pay account.

What if I don’t return my phone within 14 days?

If we don't receive it within the time frame your monthly payments may continue, we hope that this is enough time to transfer everything over and remove your data.

Should I return the accessories with my old phone?

You can hold onto the headphones and charger cable. However, you can send back your old Raylo Pay screen protector and case for us to recycle responsibly.

Do I have to upgrade right away?

Nope - you can extend your phone subscription after the initial lease term by simply continuing to pay your monthly subscription for up to 36 months.

My phone is damaged, what should I do?

If you have insurance, you can submit a claim for accidental damage to the device before returning. Alternatively, you can pay the relevant damage fee on return of the device. Find out more here.

I haven't received the packaging to return my device, what should I do?

If your upgraded device was delivered more than 5 days ago and you have not yet received your returns packaging, please contact us.

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