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Upgrade FAQs

All your questions about upgrading, answered.

Adam L avatar
Written by Adam L
Updated over a week ago

How will Raylo 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 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. If you’re happy with the device you’ve been using, then just carry on paying monthly. If you want to purchase the device, please contact us to discuss.

My device was lost or stolen, what should I do?

If you are unable to return your device due to it being lost or stolen you should contact our team and we will process your non-return fee.

Can I upgrade my phone to a tablet?

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

How quickly do I need to return my current device?

You should return your current device as soon as possible after you receive your new one. You will be charged for your current device until you return it.

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 screen protector and case for us to recycle responsibly.

Do I have to upgrade right away?

Nope - you can simply continue paying your monthly subscription.

My device 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 repair charge on return of the device. Find out more here.

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