We have listed a few main points which could be affecting your trade-in journey. If you keep these in mind, and follow the suggestions, the process should proceed in a proper manner.
| Forgot password? |
| The app has a “Forgot password” function at the login step which triggers a password reset email to the email connected to the account. If you do not receive the password reset email within a few minutes, please check your spam folder. If the email is still not received – please contact Foxway via the designated support channel (e.g. Teams Chat). |
| Evaluation process completed successfully, but no price received? |
| In case push notification is disabled on the phone with the NextGen app, auto-retrieval of results will not work. If you are stuck waiting for the 4th checkmark to turn green on the last screen of device evaluation, please scroll down with 1 finger from the middle of the screen – this manually refreshed the screen and triggers the retrieval of the condition and value. |
| Receive Faulty LCD as the condition, even though device is ok? |
| Make sure that NightShift and TrueTone are disabled on the customer’s device, as well as display brightness turned to maximum. With NightShift and TrueTone the display looks discolored (yellow), which can be falsely identified as a display LCD fault. |
| The customer’s device stays at „Waiting for Support“. |
| Please make sure the device does not have any VPN activated and the internet connection is stable. You should try to switch to an alternative connection in this case (e.g. from cellular data to Wi-Fi). |
| Image upload is failing. |
| This is caused by issues with internet connection. Please move to a location with better connection or try an alternative internet connection (e.g. from cellular data to Wi-Fi). |
| App is crashing or any other unexpected issue. |
| Please make sure the NextGen Trade-in app is updated to latest version. Latest update can be checked on Google Play Store for Android and App Store for iOS devices. In addition, make you’re your mobile phone operating system (Android OS, iOS) is updated to the latest version. |
| Receiving a device condition that does not match to what you would grade it visually? |
| The cosmetic AI toolkit which assesses the device is sensitive to light reflections. Please retry the process and make sure you capture images without reflections disrupting the view of the device. |
