Help & Support

This app assesses the condition of your device and shows you its current trade-in value.

<p>You can install it yourself by downloading the app on to your device. Check out <strong>Using this app</strong> below for more information.</p>

<p>First things first check that this app is compatible with your device. It works with:</p> <ul> <li>iOS 10.0 and above</li> <li>Android 4.4 and above</li> devices</li> </p> <p> If you have one of these devices and the app does not work, then contact us for a helping hand. </p>

<p>Samsung Trade Up Programme, provided by Brightstar Logistics Pte. Ltd. (“Brightstar”), gives customers the opportunity to receive monetary value for trading in their eligible devices when they purchase a new eligible Samsung device. Customers can purchase the eligible Samsung device* via any channel to qualify for the Samsung Trade Up programme. Customers may participate in this programme via (i) the Trade Up for Samsung app which can be downloaded from Google Play Store or the Mobile Trade Up app which can be downloaded from Apple App Store or (ii) at selected Samsung Experience Stores.</p><br/><p>To participate in this programme via the Trade Up for Samsung or Mobile Trade Up app, customers must complete a simple device diagnostic assessment (via Trade Up for Samsung or Mobile Trade Up app) to determine the value of their eligible trade-in device. Brightstar will then arrange to collect the trade-in device at the customer’s convenience from their address on file to make a final physical assessment of the device and determine the final trade-in value. Customers will receive payment for their trade-in device via bank transfer to their Singapore bank account. The end to end process will generally take between 7-10 business days. The Samsung Trade Up Programme offers customers the flexibility to purchase the eligible Samsung device from their preferred retail channel and the convenience of trading in their eligible trade-in devices from the comfort of home. More details of how this programme via the Trade Up for Samsung or Mobile Trade Up app works are covered in this FAQ.</p><br/><p>*See <a href="https://www.samsung.com/sg/tradeup">www.samsung.com/sg/tradeup</a> for the list of eligible Samsung devices and eligible trade-in devices for Samsung Trade Up programme.</p>

<p>Only Singapore Residents, Permanent Residents, Employment Pass and Work Permit holders who are: <ol type="i"> <li>Aged 18 years and above; </li><li>Reside in Singapore; <li>and have a local bank account in Singapore, </li></ol> can take part in the program.</p>

<p>You can only trade in eligible smartphones. You can check if your device is eligible via www.samsung.com/sg/tradeup from 1 March 2018 onwards. Samsung reserves the right to make changes to the list of eligible smartphone models on www.samsung.com/sg/tradeup at any time without prior notice.</p>

<p>If your device is no longer working or cannot be powered up or with swollen battery, you cannot trade it in. </p>

<p>If your eligible trade-in device has some defects, you will not be entitled to the full trade-in value of the device. Refer to the next question for the list of defects that will affect the value of your trade-in device.</p>

<p>You can obtain an estimate of the trade-in value of your device through the Trade Up for Samsung app which can be downloaded on the Google Play Store or Mobile Trade Up app which can be downloaded from Apple App Store. The trade-in value estimate will be quoted upon completion of the diagnostic assessment via the Samsung Trade Up or Mobile Trade Up app. The final trade-in value will be determined by Brightstar after physical assessment of your trade-in device. </p><br/><p>Alternatively, you can check if your device is eligible and its trade-in value via <a href="https://www.samsung.com/sg/tradeup">www.samsung.com/sg/tradeup</a> from 1 March 2018 onwards. Samsung reserves the right to make changes to the list of eligible smartphone models and their trade-in values on <a href="https://www.samsung.com/sg/tradeup">www.samsung.com/sg/tradeup</a> at any time without prior notice. </p>

Each transaction is limited to one trade-in eligible device.

<p>Yes, you will need to purchase a new eligible Galaxy device* and retrieve the IMEI number of your new eligible Galaxy device before you can proceed with the trade-in transaction. To retrieve the IMEI of your new eligible Galaxy device, simply dial *#06# on your device. </p>

<p>You can trade in your device at selected Samsung Experience Stores from 11 March 2019 (List of selected SES stores include 313@Somerset -#B2-24/25/26, VivoCity - #02-28/29, Bedok Mall - #B1-07, Jurong Point - #B1-09/10/11). </p>

<p>For trade-in of devices via the Trade Up for Samsung or Mobile Trade Up app, the estimated value is determined by the model type and device condition upon evaluation via the Trade Up for Samsung or Mobile Trade Up app and the final value is determined by trained technicians from Brightstar.</p>

<p>You will receive the quoted value as shown in the Trade Up for Samsung or Mobile Trade Up app provided that Brightstar’s inspection of your device is the same as that of the diagnostic assessment via the Trade Up for Samsung or Mobile Trade Up app.</p><br/><p>However, if Brightstar’s inspection of your device is different from that of the diagnostic assessment via the Trade Up for Samsung or Mobile Trade Up app, Brightstar will revise the quote accordingly.</p><br/><p>In such cases, you will receive an email from Brightstar with the revised quote along with reasons for the revised quote. You will have up to 14 calendar days from the date of Brightstar’s email with the revised quote to accept or reject the revised quote.</p><br/>Upon your acceptance of the revised quote, you will receive the payment within approximately 3 business days.<p></br><p>If you do not indicate your acceptance or rejection of the revised quote after 14 calendar days elapses, it will be considered as acceptance of the revised quote and you will receive the payment of the revised value in the local bank account you have provided Brightstar within approximately 3 business days from the 14th calendar day.</p><br/><p>In the event you reject the revised quote, Brightstar will deliver your device back to the address you have provided Brightstar within 3 business days of your rejection of the revised quote.</p><br/><p>All costs relating to the return of trade-in device will be borne by Brightstar.</p>

<p>In such cases, you will receive an email from Brightstar with the revised quote along with details about why the value is different. You will have up to 14 calendar days to accept or reject the revised quote.</p><p>Upon your acceptance of the revised quote, you will receive the payment within approximately 3 business days.</p><p>If you do not indicate your acceptance or rejection of the revised quote after 14 calendar days elapses, it will be considered as acceptance of the revised quote and you will receive the payment of the revised value in the local bank account you have provided Brightstar within approximately 3 business days from the 14th calendar day.</p><p>In the event you reject the revised quote, Brightstar will deliver your device back to the address you have provided Brightstar within 3 business days of your rejection of the revised quote.</p><p>All costs relating to the return of trade-in device will be borne by Brightstar.</p>

<p>Yes. You will have up to 14 calendar days from the date of Brightstar's email with the revised quote to accept or reject the revised quote.</p>

<p>Yes, you need to remove all your device's security locks (Pattern/Pin/Password/Biometrics/Find my mobile/Gmail account/Samsung account/iCloud/Android or Google Smart Lock/Carrier activation locks) prior to handing over your device to Brightstar. </p><p>We recommend that you reset your device back to factory default settings so as to delete all personal data. Please ensure you back up your data before resetting your device to factory default settings.</p>

<p>Yes, this is to ensure that you get the best value for your device through the diagnostic assessment.</p>

<p>No, you must remove your SIM card before handing your device to Brightstar. If a SIM card is still in your device, it will be destroyed upon receipt to protect any personal data</p><p>Please also remove any micro SD card on your device before handing your device to Brightstar. Similarly, Brightstar will destroy the micro SD card upon receipt if it is still in your device to protect any personal data.</p>

<p>No. All Brightstar needs from you is your device (inclusive of battery). You do not need to send in the in-box accessories or packaging.</p>

<p>No, but Brightstar's terms and conditions requires you to acknowledge that you are the owner of your device and entitled to trade-in your device.</p><p>Brightstar reserves the right to reject any trade-in device where they have doubts as to the origin of the device.</p>

<p>Yes. Your personal information is kept safe and secure, and Brightstar will only collect, use and disclose your personal information in accordance with Brightstar’s Privacy Policy. Please click <a href="http://www.samsung.com/sg/tradeup/Brightstar-online-privacy-policy">here</a> for Brightstar’s Privacy Policy.</br></br>All devices will undergo a data wipe process to ensure that all data stored on the devices are deleted. </br></br>In the case of SIM cards and/or micro SD cards being left on the collected devices, Brightstar will destroy them upon receipt of devices so as to protect any personal data.</p>

<p>Your device will be thoroughly inspected by Brightstar's technician to assess its condition.</p><p>All devices collected by Brightstar will undergo a data wipe process upon our receipt to ensure all data stored on the device is deleted.</p><p>If your device cannot be economically repaired, it will be recycled in an environmentally responsible way.</p>

<p>The inspection process is typically completed within 3 business days of Brightstar's receipt of your device.</p>

<p>Once your trade-in device has been received and assessed by Brightstar to be consistent with the original description of your trade-in device via the Trade Up for Samsung or Mobile Trade Up app, you will receive payment from Brightstar of the amount stated on the e-mail quotation in the local bank account you have provided Brightstar within approximately 3 business days from the date Brightstar sends you an email to confirm receipt of your device and issuance of payment to you.</p><br/><p>Upon receipt of your trade-in device, if Brightstar’s inspection of your trade-in device is different from that of the diagnostic assessment via the Trade Up for Samsung or Mobile Trade Up app, Brightstar will revise the quote and email you a revised quote based on the inspected value and reasons for the revised value. You will have up to 14 calendar days from the date of Brightstar’s email stating the revised quote to accept or reject the revised quote.</p><br/>In the event you accept the revised quote, you will receive the payment from Brightstar via bank transfer to the local bank account you have provided Brightstar within approximately 3 business days.</p><br/><p>If you do not indicate your acceptance or rejection of the revised quote after 14 calendar days elapses, it will be considered as acceptance of the revised quote and you will receive Brightstar’s payment of the revised value in the local bank account you have provided Brightstar within approximately 3 business days from the 14th calendar day.</p><br/><p>In the event you reject the revised quote, Brightstar will deliver your device back to the address you have provided Brightstar within 3 business days of your rejection of the revised quote.</p><br/><p>All costs relating to the return of trade-in device will be borne by Brightstar. </p>

Please contact Brightstar's Customer Support Centre at 6718 2464 </br> Monday – Friday : <span> 9.00am to 6.00pm</span> </br> (excluding Public Holidays) </br></br>Or email us at <a href="mailto:sg.SamsungTradeUp@Brightstar.com ">sg.SamsungTradeUp@Brightstar.com</a> for assistance.

<p>No, payments are only made via Bank Transfer to a local bank account that you have provided to Brightstar. You can see the list of local banks here (URL for list of local banks)</p>

<p>You will need to obtain a local bank account as Brightstar can only make payment to you via Bank Transfer to the local bank account that you have provided to them.</p>

<p>You will not be able to take part in this program via the Samsung Trade Up app as Brightstar can only make payment to you via Bank Transfer to the local bank account that you have provided to them. You can see the list of local banks here .(URL for list of local banks)</p>

<p>Please wait for up to 3 business days for the bank to process your payment. In the event that you do not receive payment after 3 business days from the date of Brightstar's email stating that payment has been made to you, Please contact Brightstar's Customer Support Centre at 6718 2464 </br> Monday – Friday : <span> 9.00am to 6.00pm</span> </br> (excluding Public Holidays) </br></br>Or email us at <a href="mailto:sg.SamsungTradeUp@Brightstar.com ">sg.SamsungTradeUp@Brightstar.com</a> for assistance.</p>

<p>You can log into the self-service portal (URL) with the log in details given in the Quote Confirmation Email) to track the status of the trade-in of your device. Brightstar will also keep you up to date on the progress of the trade-in of your device by email. </p><p>Alternatively, you can contact Brightstar's Customer Support Centre at 6718 2464 </br> Monday – Friday : <span> 9.00am to 6.00pm</span> </br> (excluding Public Holidays) </br></br>Or email us at <a href="mailto:sg.SamsungTradeUp@Brightstar.com ">sg.SamsungTradeUp@Brightstar.com</a> for assistance.</p>

<p>You can cancel the trade in of your device at any time before Brightstar courier collects your device. Once Brightstar's courier has collected your device, Brightstar will not honour any request for cancellation of trade in of your device and return of your device and/or any data or information contained in such device. </p><p>However, in the event the inspected value of your device is different than the original quoted value, you can choose to reject the revised quote based on the inspected value and the device will be returned to you. </p>

<p>Upon Brightstar's courier's confirmation of collection of your device, Brightstar will typically receive the device within 3 business days.</p>

<p>Brightstar's courier will collect your device and provide you with a copy of the acknowledgement slip. </p>

<p> Yes, you can authorise another person to pass your device to the courier. You will need to complete Brightstar’s authorisation form, and the person you have authorised must provide the courier with a photocopy of your identity card and the completed Brightstar’s authorisation form for verification purposes.. For the avoidance of doubt, the photocopy of your identity card will only be sighted for verification and not be retained by the courier. Please click here for a copy of Brightstar’s authorisation form.</p>

<p>From the time Brightstar receives your device, they will complete inspection of your device within 3 business days and if they conclude that your device is in the condition as assessed by the Samsung Trade Up (SG) app (for Android devices), they will make the payment via Bank Transfer to the local bank account that you have provided in approximately 3 business days. If Brightstar’s inspection of your trade-in device is different from that of the diagnostic assessment via the app, Brightstar will revise the quote and email you a revised quote based on the inspected value and reasons for the revised value. You will have up to 14 calendar days from the date of Brightstar’s email stating the revised quote to accept or reject the revised quote.</br></br>Once you accept the revised quote, you will receive the payment via bank transfer to the local bank account you have provided in approximately 3 business days.</p>

<p>If you have sent your device within 14 days of the date of Brightstar's Quote Confirmation Email, please contact Brightstar by emailing <a href="mailto:sg.SamsungTradeUp@Brightstar.com ">sg.SamsungTradeUp@Brightstar.com</a> to inform them that your device has been handed over to them so that they can keep the quote valid.</p>

<p>As long as it is an eligible device, you will receive an e-mail with a revised quote for your device based on Brightstar's inspection at their facility. You will have 14 calendar days to accept or reject their revised offer.</p>

Please contact Brightstar's Customer Support Centre at 6718 2464 </br> Monday – Friday : <span> 9.00am to 6.00pm</span> </br> (excluding Public Holidays) </br></br>Or email us at <a href="mailto:sg.SamsungTradeUp@Brightstar.com ">sg.SamsungTradeUp@Brightstar.com</a> for assistance.

<p>No, Brightstar will pay for the collection of your device from your address to their facility.</p><p>If you request for your device to be sent back to you because of the revision of quotation due to the difference in Brightstar's inspection and the diagnostic assessment via the Samsung Trade Up app, Brightstar will pay for the delivery cost.</p><p>Note:</p><p>Collection/Delivery of device is valid for Singapore addresses only, with the following areas excluded: <ol> <li>All Islands outside of mainland Singapore, inclusive of Sentosa.</li><li>All Military Camps and Defence facilities.</li><li>All Police, special operations and SCDF stations.</li><li>All Military Airports or Airbases.</li><li>All Naval Base.</li><li>All Sea Ports and Shipyards (Jurong Ports, Jurong Shipyard, Keppel Shipyard, etc).</li><li>All Commercial Airports including Changi Airport, Airline House and related high security areas.</li><li>Parliament House</li><li>Inland Revenue Authority of Singapore</li><li>All Prisons or detention facilities</li><li>All immigration checkpoints including Woodlands and Tuas Checkpoints.</li><li>Senoko Incineration Plant</li><li>Resort World at Sentosa</li><li>All Power Stations</li><li>Tuas South Ave and surrounding industrial areas</li><li>Embassies or International schools with high security entry</li><li>Any general restricted area</li></ol></p>

<p>Brightstar will contact you within 3 business days from the date of their Quote Confirmation Email to arrange for their courier to pick up your device from the address you have provided to them.</p><p>Note:</p><p>Collection/Delivery of device is valid for Singapore addresses only, with the following areas excluded: <ol> <li>All Islands outside of mainland Singapore, inclusive of Sentosa.</li><li>All Military Camps and Defence facilities.</li><li>All Police, special operations and SCDF stations.</li><li>All Military Airports or Airbases.</li><li>All Naval Base.</li><li>All Sea Ports and Shipyards (Jurong Ports, Jurong Shipyard, Keppel Shipyard, etc).</li><li>All Commercial Airports including Changi Airport, Airline House and related high security areas.</li><li>Parliament House</li><li>Inland Revenue Authority of Singapore</li><li>All Prisons or detention facilities</li><li>All immigration checkpoints including Woodlands and Tuas Checkpoints.</li><li>Senoko Incineration Plant</li><li>Resort World at Sentosa</li><li>All Power Stations</li><li>Tuas South Ave and surrounding industrial areas</li><li>Embassies or International schools with high security entry</li><li>Any general restricted area</li></ol></p><p>Collection of devices will be done within these timing:</br> Monday – Friday : <span> 9.00am to 6.00pm</span> </br> (excluding Public Holidays)</p>

<p>No, Brightstar can only collect trade-in devices from locations within Singapore with the following areas excluded:</p><p><ol> <li>All Islands outside of mainland Singapore, inclusive of Sentosa.</li><li>All Military Camps and Defence facilities.</li><li>All Police, special operations and SCDF stations.</li><li>All Military Airports or Airbases.</li><li>All Naval Base.</li><li>All Sea Ports and Shipyards (Jurong Ports, Jurong Shipyard, Keppel Shipyard, etc).</li><li>All Commercial Airports including Changi Airport, Airline House and related high security areas.</li><li>Parliament House</li><li>Inland Revenue Authority of Singapore</li><li>All Prisons or detention facilities</li><li>All immigration checkpoints including Woodlands and Tuas Checkpoints.</li><li>Senoko Incineration Plant</li><li>Resort World at Sentosa</li><li>All Power Stations</li><li>Tuas South Ave and surrounding industrial areas</li><li>Embassies or International schools with high security entry</li><li>Any general restricted area</li></ol></p>

<p> If you need assistance, please contact Brightstar's Customer Support Centre at 6718 2464 </br> Monday – Friday : <span> 9.00am to 6.00pm</span> </br> (excluding Public Holidays) </br></br>Or email us at <a href="mailto:sg.SamsungTradeUp@Brightstar.com ">sg.SamsungTradeUp@Brightstar.com</a> for assistance.</p><p>Alternatively, please refer to the following links:</br><a href="http://support.apple.com/kb/HT5661 ">What to do before you sell your iPhone</a> or </br> <a href="https://help.content.samsung.com/csweb/faq/searchFaq.do;jsessionid=yEOQHsf63pm+JIxuwnOl6Bge.wsite11">Samsung Help</a></p>

<p>The easiest and quickest way to get your 16-digit IMEI number is by dialling *#06# on your device.</p><p>Eg : 352003090674381/01 - pls omit the / and 01<p>

<p>Unfortunately, we do not accept any form of modifications that differs from the original product such as rooting or jailbreaking.</p>

<p>These are the list of defects that will affect the trade-in value of your eligible trade-in device:<ul><li>Screen cracks and/or touch screen not working</li><li>Volume Up, Volume Down, Mute, Power, Home button and or any other device keys cracked or damaged</li><li>Poor device outer casing condition such as back casing cracks, chips on side frames, bent device etc.</li><li>Internal Screen damage such as discolouration, screen flickering, dead pixels etc.</li><li>Swollen battery</li><li>For Galaxy Note Series devices only, loss or damaged S Pen such as broken S Pen, cracks or chips on S Pen, broken S Pen tip and broken S Pen button</li></ul></p>

Yes, you can.

<p>Please complete the following steps:</p> <ol><li>Delete your data on the trade-in device. Please back up your data prior to deletion. <ul><li>Remove the SIM card and microSD card from your device.</li><li>Reset your device to its factory default setting after backing up your personal files.</li><li>Disable the “Find My Mobile”, “Find My iPhone” or equivalent feature on your device.</li></ul><li>Charge your device and turn it off. We do not require your device charger or cable.</li><li>Print out a copy of the quote confirmation email or keep a screen shot of the email. You will need to show the email to the courier when they collect your trade-in device.</li></ol>

<p>The Samsung Trade Up programme is provided by our partner, Brightstar Logistics Pte Ltd (“Brightstar”), as an independent third party. Brightstar is obliged under Singapore law to comply with the Secondhand Goods Dealers Act, and the rules made thereunder. As part of such obligations, Brightstar is required to collect and maintain records of certain particulars with respect to every secondhand goods purchase transaction, such as IMEI number of the trade-in device and the NRIC/FIN/Passport number of the person from whom Brighstar purchases the trade-in device. </p>

<p>To install the app&#58;</p> <ol> <li>Tap this link:&#58; <a href="https://samsung-sgp.inhancetechnology.com//webportal/downloads">Install</a></li></ol>

<p>To remove the app from your device&#58;<p><br> <strong>Android:</strong> <ul> <li>In the device Settings menu select and uninstall the app.</li> </ul> <strong>iOS:</strong> <ul> <li>Press and hold the app launch icon and then press the &#39;x&#39; that appears in the upper left corner.</li> </ul>

In some cases we need your permission to access device information. You can remove these permissions if you wish after you have completed the simple device checks.

In this test we check for chips and cracks on your screen glass. You will need a mirror to do this test. Take a look at the video on the mirror test intro screen to see how to do a mirror test.

<p>Start the test point the screen of your device at a mirror and then move the device toward or away from the mirror as indicated in the reflected image. Once in the correct location a green bounding box will appear showing that you are at the correct distance from the mirror. Then a white screen will appear indicating that your screen glass is cracked not cracked or that you need to re-take the photo.</p>

<p>This could be because the button is sticky or defective. Tap the <strong>NEXT</strong> button to skip this test and complete the remaining tests to see what your trade-in value will be. </p>

Under the VIEW SUMMARY button, tap the > icon beside the failed test to re-run.

This is the maximum value you can get for your device if you complete and pass the simple device checks.

This message appears when one or more device checks have failed.

<p>A quotation is valid for 48 hours. To get a new quotation please tap the <strong>START AGAIN</strong> button. </p>

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