Help & Support

It’s free on all orders.

It’s different for each customer, depending on what you order. You’ll be given specific timescales throughout the ordering process.

We use APC.

You’ll be contacted once your order has been collected, confirming the date of delivery and tracking details. A text or email will be sent to you on your delivery date, providing you with a one-hour time slot for delivery, which could be between 7:30am – 7:30pm.

Mobile phone and tablet customers can track your delivery with APC online.

We can only deliver to your billing address.

Not currently.

Limited Companies, Governments or Charities must provide 2 forms of business proofs to support the network credit check, making sure they contain your name or your business name and, where applicable, address and statement date.

Please note – we only accept PDF copies of business proofs. We cannot accept business proofs formatted as JPG files, or proofs sent within the body of an email. 

EE

• Companies House Certificate of Incorporation or name change certificate.
• Building Society or Bank Statement – dated in the last three months with 5 visible transactions.
• Company Utility Bill – dated in the last three months; must not be British Gas or Sky Broadband.
• VAT Certificate.
• Current Lease/Rental document for the business premises if applicable – must display the start and/or end date of the agreement.
• The latest Business Council Tax Bill for the business premises if applicable.
• Latest HMRC Inland Revenue Statement – no more than 12 months old.

Three and Plan

• Building Society or Bank Statement – dated in the last three months with 5 visible transactions.

Plus one of the below:

• VAT Certificate.
• Company Utility Bill – dated in the last three months; must not be British Gas or Sky Broadband.

Please email PDF copies of your business proofs to mobilesales@yappl.com, with your order reference number (found with your order acknowledgement email).

Please note – we only accept PDF copies of business proofs. We cannot accept business proofs formatted as JPG files, or proofs sent within the body of an email. 

• Valid, in date UK Driving Licence in correct current address
• Valid, in date UK Passport
• Bank Statement dated within the last 90 days, showing at least 5 transactions – must show the correct full name and address
• A Utility Bill (Gas, Electric, Landline Phone) dated within the last 90 days – must show the correct full name and address

For any questions relating to your allowance, bill or anything else about your network plan, please contact us at cs@yappl.com.

If you’ve had your iPhone for more than 30 days…

iPhone customers benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website to troubleshoot your problem.

If you’ve had your iPhone for less than 30 days…

You benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website. They will troubleshoot your fault, and may offer to repair or replace your iPhone for you. If there are any problems, please get in touch with us.

If you’ve had your phone for more than 30 days…

You benefit from a manufacturer warranty, which means you may be able to get any faults repaired for free. To do so, please contact your manufacturer directly.

Samsung – 0330 726 7864 or online
CAT – 0844 856 7004 or online
Huawei – 0800 088 6700 or online
LG – 0344 847 5454 or online
Sony – 0370 523 7237 or online

If you’ve had your phone for less than 30 days…

We’ll exchange it free of charge, if we can identify a manufacturer fault. Please call us on 01773 522 309.

You have up to 14 days after receiving your phone to cancel your EE Small Business agreement. Unfortunately, we can’t accept Plan.com cancellations. Please contact our customer services on 01773 522 309 to discuss your cancellation.

You have 14 days to return it, so long as:

• The phone is in a pristine condition;
• The original box and all accessories are returned undamaged;
• Any additional gift or promotional products are returned undamaged;
• You have removed any locks or passwords, and the phone is reset to factory settings.

To arrange the return of your phone, please call us on 01773 522 300.

Our Returns Terms can be found here: Terms and Conditions.