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FAQ

How do I contact customer service? to:

Call us at 1 (888) 300-5711 from 9AM - 10PM EST Monday-Sunday, click here to start a chat from 9AM - 10PM EST, or email us at [email protected].

Buying Phones FAQs

FAQs about buying used phones on Glyde

Do phones purchased on Glyde come with a warranty?

Yes. All fully functional phones sold on Glyde have a ninety (90) day limited warranty.

What does the 90-day warranty cover?

The limited warranty is applicable for defects in material and workmanship that result in failure during normal usage.

Does the 90-day warranty cover accidental damage?

No. But, you can add a 1- or 2-year accidental damage protection plan from TessaB Protect when you purchase your phone.

Is loss of data covered by the 90-day warranty?

No. Coverage is limited to repair or replacement of the phone.

How do I obtain warranty service?

To obtain warranty service for your Glyde phone, please contact Customer Care at 1-833-313-3331. If your problem cannot be resolved over the phone, our technicians will provide you with a Return Authorization Number, which you will use to send your Phone to the designated Service Center for repair or replacement, at our option.

Will I get the same phone back from warranty service?

Not necessarily. Glyde will replace or repair the defective phone. The replacement may be a different but comparable phone if the same exact phone is not available. You should back up all back up all data and reset the prior to getting warranty service.

How long does it take to get my phone?

Our policy requires sellers to ship the phone within 3 business days of purchase. We offer USPS ground shipping for free which can take 1-5 days. Or buyers can upgrade to USPS Priority Mail for a charge which takes 1-3 days. All shipping labels are provided by Glyde.

What's the standard return policy on used phones?

All phones can be returned if the diagnostic tests fail when the buyer receives the phone. Buyers have 48 hours to run the app from the time the phone is delivered. Some sellers offer returns if the buyer changes their mind, some do not. This information will be clearly displayed on the product listing page. However, if a regular seller sends you a phone that doesn't match the listing after running diagnostics, you will have the option to initiate a dispute and return the phone to the seller at their expense.

Are there any fees?

Glyde charges a 15% platform fee on all final sales. This fee covers our free diagnostics tools, standard 3 month warranty, which other peer-to-peer sites don't offer, and free ground shipping. The platform fee is included in the listing price.

What if there's a problem with my phone when it arrives?

We want to make sure the phone shows up just as it was described in the listing. That's why you have up to 48 hours from when you receive the phone to run the same diagnostics tests the seller ran. If the diagnostic results don't match, the seller will not be paid and you'll be able to initiate a dispute. Then, a Glyde customer service representative will walk through the diagnostic tests with you on the phone, and if the phone fails you will be able to return the phone and get 100% of your money back.

What if I don't run diagnostics within 48 hours of receiving the phone?

If diagnostics aren't run within 48 hours of the shipping confirmation timestamp, payment is released to the seller.

What if I can't run the diagnostics because the phone arrives damaged or won't turn on?

Sign into your Glyde account. Go to the My Phone section and select the My Purchases tab. Find the phone order and click on the initiate dispute link. Once you fill out and submit the dispute form the smart contract will be frozen and a Glyde customer service representative will handle the case.

How do I return a phone?

If your phone is eligible to be returned, you can initiate the process directly from the account management section of the site. You can also track your phone's shipment status in the account management area of the site as well.

How are phone prices determined?

You might see a wide range of phone prices on the site, as sellers list phones in all types of conditions. Sellers are able to choose their own prices, but we offer general guidelines and recommendations to make sure that the listings on the site are priced at their true market value.

What does it mean when a phone is unlocked?

An unlocked phone is one that is not tied to a specific carrier. The majority of recent phones have the capability to work on any carrier once they're unlocked, but some older phones are locked to a specific set of carriers. This information is displayed on each phone listing – so you won't have to spend any time figuring out if the phone will work on your carrier! Learn more about unlocked phones on our blog post here.

Who pays for shipping?

Glyde covers free USPS ground shipping. Buyers can upgrade to USPS Priority for an additional charge.

Can I cancel my order?

You can cancel the order if the seller has not yet shipped the phone by clicking on cancel order in the purchases tab under my phones after logging into your Glyde account.

What happens if I don't receive my phone?

The seller has 3 business days to ship the phone from the day you order it. If they don't ship the phone within 7 business days, the order is automatically canceled and your payment is automatically returned.

How do I contact customer service?

You can email us at [email protected] and explain your issue. We will get back to you within 24 hours – if we can't resolve the situation via email, we'll be more than happy to get on a phone call with you to make sure everything goes smoothly.

If you purchased a phone and can't run diagnostics within the 48 hour window because the phone is damaged, first sign into your Glyde account. Go to the My Phone section and select the My Purchases tab. Find the phone order and click on the initiate dispute link. Once you fill out and submit the dispute form the smart contract will be frozen and a Glyde customer service representative will handle the case.

How do I contact TessaB Protect customer service?

You may obtain service or claim support by accessing the TessaB Protect App, using the online Consumer Web Portal (https://tessabprotect.servify.tech/), by emailing to [email protected], or by calling (toll-free) 1-833-313-3331. For faster service, please have the mobile phone number or mobile phone serial number available.

What is your privacy policy?

You can view our privacy policy https://help.glyde.com/s/article/Privacy-Policy

Can I buy a phone if I'm based outside of the United States?

No. Currently Glyde operates only in the United States.

Selling Phones FAQs

FAQs about buying used phones on Glyde

How do you list a phone on Glyde?

There are two ways to list a phone on Glyde. For first time sellers we recommend downloading our mobile app and creating the listing from there. The app lets you create an account, run diagnostic tests, and complete the listing including picture uploads and pricing, right on the app. Once you have a Glyde account, you can also start listings from the my phone tab in the account section of our website. You will still need to run diagnostics on our mobile app to complete a listing, so this is a convenient option if you want to list multiple phones at once.

How long do I have to ship a phone once it's purchased?

Sellers are required to ship the phone within 3 business days. If the phone is not sent within 7 business days, the purchase is automatically canceled and you are charged the 15% platform fee.

How long does it take to get my money after a buyer purchases my phone?

When a buyer receives the phone they have 48 hours to run the same diagnostics tests you ran on the phone to make sure they match. If the diagnostics match, you'll receive your money right away. If the buyer doesn't complete the diagnostics tests within 48 hours of the shipping confirmation time, the money will be automatically transferred to your account.

What happens if the diagnostic test results don't match?

Unless the phone is damaged between the time you created your listing and when the buyer receives the phone, there should not be any issues. However, if the buyer runs the diagnostics tests and the results don't match, they have the option to negotiate a lower price with you or open a dispute which will be passed to Glyde customer service. If it is found that the phone is different than listed or that something broke between the time you last ran diagnostics and shipped the phone to the buyer, the buyer will be able to return the phone and you will be responsible for the return shipping cost. The buyer will have 2 business days from when you provide the shipping label to ship the phone back to you. If they fail to ship the phone within the 2 business day window the funds will be released to you.

Are there any fees?

Glyde charges a 15% platform fee on all final sales. This fee covers our free diagnostics tools, standard 3 month warranty, which other peer-to-peer sites don't offer, and free ground shipping. The platform fee is included in the listing price.

Do I have to offer returns?

No, offering returns is optional. You can customize your return policy when you log into your Glyde account under the account details tab. But note that if the diagnostics test results don't match when the buyer receives the phone they can return the phone at the sellers expense.

Can I cancel a sale before I ship the phone?

Yes, but you will still be charged the 15% platform fee.

How do I know if my phone is unlocked?

Depending on how you purchased your phone, it may be locked to specific carriers. The process for checking this changes based on what phone you have, but you can check out our blog post here that offers a step-by-step guide to the process!

Do I need to know my ESN to list my phone on Glyde?

An ESN is an Electronic Serial Number, and it's the best way of identifying your device and verifying that it is real. No two phones will have the same ESN. On most phones, the ESN is in the form of an IMEI, a 15-digit code that can usually be found in the Settings section of your device.

What is an IMEI number?

An IMEI number, which stands for International Mobile Equipment Identity number, is a 15-digit number that identifies your phone as unique. Think of it like a social security number for your phone! Each phone will have a different IMEI.

How do I receive my payment?

Payment of purchase price to Seller in connection with any transaction made through your use of the Glyde Platform shall be made through Stripe, PayPal, or Dwolla who process payments for Glyde. Where seller lists a device return policy, refund payments will be made on the first business day following the expiration of that Seller's device return policy.

How can I communicate with the buyer?

You can message the buyer when you are logged into the account section of Glyde. Just go to the my phone section, find the transaction, and click on contact buyer.

Does my listing automatically go away once my phone has been purchased?

Yes, once a buyer has purchased your phone the funds go into a smart contract tied to that specific phone, so we remove the listing from the site. You can track the transaction by logging into your Glyde account and going to the my account page and selecting the my phones tab.

Do listings expire?

Yes, all listings are active for 30 days from when the diagnostic tests are run. If the phone doesn't sell within 30 days, you can simplify re-run the diagnostics and re-list the phone.

How do I update my personal information?

Log into your account and go to the account details tab on the my account page. From there you can update your email, Stripe account, seller details and shipping address.

Can I sell a phone if I'm based outside of the United States?

No. Currently Glyde operates only in the United States.

What to do if I'm having trouble with the mirror test?

  • Please be patient, it could take a few tries for the test to successfully run
  • Remove any screen protectors or cases that obstruct any part of the screen
  • Clean the mirror and the phone screen, even small water spots could be a problem
  • Make sure the brightness is turned up on your phone screen
  • Hold the phone steady, point it directly at the mirror, and hold the phone 6 inches to a foot away from the mirror
  • If the test keeps failing, try a different mirror in a different room with better lighting (natural light helps)