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FAQ

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About the program

Why should I donate my phone to the CNIB Phone it Forward program?

The value of your donated phone will be used to help provide a refurbished smartphone to someone who is blind or partially sighted. The CNIB Foundation will train the recipient on how to benefit from the smartphone features and apps available to them.

The CNIB Foundation will provide you with a Tax Receipt for the value of your donated phone.

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How will a smartphone help someone who is blind or partially sighted?

All smartphones now offer built-in “voice over” technology, which reads aloud everything that appears on the phone’s screen so that a person who is blind can access it. Additionally, the smartphones in this program will be outfitted with a suite of accessible apps that make it possible for users who are blind to do all kinds of things that may have seemed challenging before.

Modern smartphones allow people who are blind to:

  • Read prescription labels and take medication safely
  • Recognize the faces of loved ones
  • Access emergency assistance from sighted volunteers
  • Travel safely alone using GPS
  • And do hundreds of other day-to-day tasks most of us take for granted
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What models of smartphones can be donated?

We’ll happily accept almost any modern smartphone. Older phones may have little or no value and may not qualify for this program. Start the donation registration process to see if the device you would like to donate is eligible, and it’s potential tax receipt value.

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Can I make a cash donation to help fund this program?

Yes and we appreciate your support. Please use this website link to the CNIB donation page.

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SHIPPING QUESTIONS

PREPARING YOUR DONATION - TECHNICAL HELP

How do I unlock my phone and remove all of my personal data before I donate my phone?

Apple [- Collapse+ Expand]

Remove iCloud / Find My iPhone Lock using the Phone

From the Home screen, navigate: Settings Settings icon > Touch ID & Passcode.

Note: Since they are not Touch ID capable, the steps for the iPhone 4, 4s, 5, or 5c are Settings > Passcode.

Enter your passcode then tap Turn Passcode Off.

Note: When passcode is turned off, Touch ID is disabled.

  1. If you paired an Apple Watch with your iPhone, unpair your Apple Watch.
  2. Back up your device.
  3. Sign out of iCloud and the iTunes & App Store.
    1. If you're using iOS 10.3 or later, tap Settings > [your name]. Scroll down and tap Sign Out. Enter your Apple ID password and tap Turn Off.
    2. If you're using iOS 10.2 or earlier, tap Settings > iCloud > Sign Out. Tap Sign Out again, then tap Delete from My [device] and enter your Apple ID password. Then go to Settings > iTunes & App Store > Apple ID > Sign Out.
  4. Go back to Settings and tap General > Reset > Erase All Content and Settings. If you turned on Find My iPhone, you might need to enter your Apple ID and password.
    If asked for your device passcode or Restrictions passcode, enter it. Then tap Erase [device].

Remove iCloud Lock using a Laptop or Computer

Follow the below steps to delete iCloud activation lock.

  1. Step 1: Start by going to iCloud.com.
  2. Step 2: Sign in to the site with your Apple ID.
  3. Step 3: Click "Find iPhone" and input password.
  4. Step 3: Tap All Devices located at the top.
  5. Step 4: Choose which device you want to remove from iCloud.
  6. Step 5: Tap Erase iPhone.
  7. Step 6: Once the device has been deleted, click on Remove from Account.

Factory Reset Device

Select Settings

Tap General

Reset

Erase All Content and Settings.

Android [- Collapse+ Expand]

Remove Google Lock (FRP) using the Phone

Note: The directions below should apply no matter who made your Android phone: Samsung, Google, Huawei, LG, etc.

When removing a Gmail account from a phone, always use the Accounts menu and not the Google menu.

  1. Navigate to Settings > Accounts
    1. Depending on the model of your Android Device, and the version of Android that it has installed, you may have an Accounts & Sync menu instead, but it’s essentially the same thing.
  2. Select Which Gmail Account to Remove From Your Phone
    1. If you have multiple Gmail accounts, you will need to remove all from the list.
    2. With the Accounts menu open, your Android will present you with a list of installed apps that have accounts tied to your device.
    3. Tap on Google
    4. Open the overflow menu. The icon for this menu looks like three vertically stacked dots. This menu includes a remove account option, which you will need to select.
  3. When the process is done, your phone will return to the previous menu, and the Gmail address you removed will be absent from the list of Google accounts that are connected to your device.

Problems Removing a Google Account From an Android Phone

While these instructions work for the vast majority of Android phones, you may run into a handful of different problems. The most common is that when you get to step 2(d), you may not see an overflow menu button on your screen.

If you don’t see the overflow menu, which looks like three vertically stacked dots, you may still be able to access it. Look at your Android for a physical or virtual button that looks like three vertically stacked lines.

If you have a button like that, press it when you get to step three. That should open up the overflow menu, which will allow you to remove your Gmail account.

https://www.lifewire.com/remove-google-account-from-android-4151120

Remove Google Lock (FRP) using a Laptop or Computer

You can remove it from your account. To remove devices from your account:

  1. Use your Laptop or Computer browser to go to myaccount.google.com.
  2. In the "Sign-in & security" section, touch Device activity & notification.
  3. In the "Recently used devices" section, touch Review devices.
  4. Touch the device you want to remove > Remove.

Factory Reset Device

  1. Open your phone's Settings app Settings app.
  2. Tap System and then Reset.
  3. Tap Factory data reset and then Reset phone. If needed, enter your PIN, pattern, or password.
  4. To erase all data from your phone's internal storage, tap Erase everything.

When your phone has finished erasing, it will restart to the ‘Welcome Screen’

BlackBerry [- Collapse+ Expand]

Note: This is applicable to BlackBerry 10 devices only - e.g. Z10, Q10, Classic, Leap, Passport, etc.

For Blackberry Android devices, e.g. Priv, Keyone/2, DTEK50/60, Aurora, Motion, Use Android Instructions

Remove Blackberry Protect using the Phone

To disable BlackBerry Protect,

  1. Open Settings
  2. BlackBerry Protect
  3. Set the BlackBerry Protect option to Off, then enter your BlackBerry ID password.
  4. Wipe the Device

Remove a Device from your BlackBerry Protect account using Laptop / Computer

  1. Log in to the BlackBerry Protect website.
  2. Click Manage Devices.
  3. Click the device that you want to remove.
  4. If you are removing a device that is running BlackBerry 7.1 or earlier, to delete your backups from BlackBerry Protect, clear the Keep Backups checkbox.
  5. Do one of the following:
  6. To remove a device that is running BlackBerry 10, click Remove Device.
  7. To remove a device that is running BlackBerry 7.1 or earlier, click Archive.

Factory Reset the Device

  1. Open Settings
  2. Tap Security and Privacy
  3. Security Wipe.
  4. Enter the word blackberry in the text field to confirm that you wish to continue with the Security Wipe.
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How do I remove my SIM card from my phone before I send it in?

All Phones come with SIM card slots, these are located on the sides, top or underneath the battery of the device. A SIM (subscriber identity module) card is how your carrier provides all the information your device needs to get on their network and access the voice and data services linked to your account.

All you need in order to remove the SIM card in your Phone is a SIM card remover tool or a small, bent paper clip.

If you're using a paper clip, straighten the long end until it projects out. If you're using something else, like the tip of a small screwdriver, just make sure it fits into the SIM ejector slot. You don't want to mangle your device.

  1. Gently insert the small paperclip you bent earlier into the small pinhole opening in the SIM tray.
  2. Apply a small amount of pressure until the SIM tray pops out of the phone. Don't apply pressure at an angle, only in the direction of the pin hole.
  3. Grab hold of the SIM tray and pull straight out.
  4. Take the SIM card out, if active it can go in another phone. If inactive, we recommend cutting or destroying the card before discarding it.
  5. Return the SIM tray to the device
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How do I remove my SD card from my phone before I send it in?

Some Phones come with SD card slots, these are located on the sides or top of the device. In some cases, the SD Card tray is attached to the SIM card tray.

All you need in order to remove the SD card in your Phone is a SIM card remover tool or a small, bent paper clip.

If you're using a paper clip, straighten the long end until it projects out. If you're using something else, like the tip of a small screwdriver, just make sure it fits into the SD ejector slot. You don't want to mangle your device.

  1. Gently insert the small paperclip you bent earlier into the small pinhole opening in the SIM tray.
  2. Apply a small amount of pressure until the SD tray pops out of the phone. Don't apply pressure at an angle, only in the direction of the pin hole.
  3. Grab hold of the SD tray and pull straight out.
  4. Take the SD card out, you will want to keep this as it may contain photos and videos from your device.
  5. Return the SIM tray to the device
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How do I clear the data and settings on my phone before I send it in?

Apple [- Collapse+ Expand]

Factory Reset Device

  1. Select Settings
  2. Tap General
  3. Reset
  4. Erase All Content and Settings.

Android [- Collapse+ Expand]

Factory Reset Device

  1. Open your phone's Settings app Settings app.
  2. Tap System and then Reset.
  3. Tap Factory data reset and then Reset phone. If needed, enter your PIN, pattern, or password.
  4. To erase all data from your phone's internal storage, tap Erase everything.

When your phone has finished erasing, it will restart to the ‘Welcome Screen’

BlackBerry [- Collapse+ Expand]

Note: This is applicable to BlackBerry 10 devices only - e.g. Z10, Q10, Classic, Leap, Passport, etc.

For Blackberry Android devices, e.g. Priv, Keyone/2, DTEK50/60, Aurora, Motion, Use Android Instructions

Factory Reset Device

  1. Open Settings
  2. Tap Security and Privacy
  3. Security Wipe.
  4. Enter the word blackberry in the text field to confirm that you wish to continue with the Security Wipe.
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DONATION PROCESS

How do I know what condition my phone is in?

Your phone will fall into one of four condition grades. Your phone must meet all of the criteria of the given grade to qualify for that grade. If it fails to meet one or more of the criteria it will fall into the grade below. We do not accept phones that are incomplete or missing key components.

  • Like new, little to no wear
    - Phone is in near new condition
    - No scratches/dents/cracks on the phone
    - Screen has no blemishes, spots or dead pixels
  • Light Damage
    - Some light wear (a few scratches/dents)
    - No deep scratches or scuffs.
    - No dents or cracks
  • Heavy Wear
    - Heavy signs of wear, has scuffs scratches and dents
    - No cracks or bent frames
  • I’m Not Sure
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How do I know if my phone display is damaged?

We consider the display to be damaged if there are major scratches or cracks in the LCD or front glass, or if the display has any other defects to the image, colour or brightness. Common examples of this are the effects of liquid damage, or a poor quality third party display being used to replace a damaged one.

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Do I need to include the charger and accessories with my donation?

The charging cable and adapter does NOT need to be included in the shipping package with your donation. SD cards, SIM cards, phone cases or other accessories also should NOT be included with your device. No trade-in value or credit will be provided for these items, nor will they be returned.

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Should I include my damaged battery with my donation?

If your device's battery is damaged, such as overheating, swollen or leaking, please remove the battery from the device and not include with the shipment.

If the damaged battery can't be removed from the device, it should not be donated to the program and can be dropped off at a Certified e-Waste recycler for proper disposal.

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Can I get my phone back after I have mailed it in as a donation?

No. Once you have donated/shipped your phone it cannot be returned.

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I sent my SIM card when I mailed my donated phone, can I get it back?

No. Unfortunately, we are not able to return any SIM or memory cards once shipped. We therefore recommend thoroughly checking your device before sending. However, we do ensure that they are securely destroyed.

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What do I do if I am unable to print the Donor Agreement form?

You can save the form then print it from another location and printer, or you can provide a handwritten page of paper that includes; i) your printed name, address and contact info, and ii) the transaction number located beneath the bar-code on the donor form, and iii) a printed message that states “I have read and agree to the terms and conditions, and agree to donate my phone to CNIB.”, and iv) your signature. This handwritten page should be enclosed, along with the phone, in the pre-addressed CNIB donation envelope.

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TAX RECEIPT QUESTIONS

What will the value of the Tax Receipt be for a donated phone?

The Phone it Forward donation registration evaluation process provides an estimated tax receipt value for your donated phone. Once we receive your phone, it will be assessed and the tax receipt value will be finalized.

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Why is the value of the Tax Receipt different from the estimate I was provided?

When we receive your device, we ensure it matches the information you provided during the donation registration evaluation process and submission. If the device doesn't match the model or description it may fall to the grade below, affecting its tax receipt value.

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When will I receive my Tax Receipt?

You will receive your receipt within 90 days after you mail your donated phone. This allows for shipping time, physical receipt of phone, data wiping, assessment of phone condition and tax receipt processing.

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I’ve lost my tax receipt, how can I receive a duplicate?

You may request a replacement copy of your tax receipt via an e-mail at donor.services@cnib.ca.

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PRIVACY & SECURITY

How do I know that my personal data will be erased?

We have established processes built around keeping your donated phone's data and information safe and secure. Secure data wiping for all donated phones will be completed using ADISA Standards certified erasure software. This application and process maintains a record of each device donated and can produce documentation for each erasure, including device specific IMEI, device technical descriptions, and erasure date and time stamp. Corporate donors can be provided with a proof of data wiping report at their request.

Devices that won't power on will be destroyed and recycled by a registered Recycler certified to R2 and NAID standards. Records for proof of destruction can be provided where requested. Devices with passcode locks and other security protocols that prohibit data wiping or those identified as lost or stolen will be quarantined and reported back to the donor Company by CNIB.

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Do you trade or sell donor information?

No. Your privacy and security are important to us. CNIB Foundation respects your right to privacy and is committed to protecting the personal information you provide to us. The information collected through our donation page is used to facilitate donation collection and processing, to provide tax receipts and to process online account registrations. CNIB does not trade, license or sell your personal information in any manner.

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