Why has Lowell contacted me about my Raylo account?

Raylo may sell accounts to Lowell when a balance remains unpaid. This means we now own the account and are responsible for helping you manage and pay the outstanding balance.

Raylo agreements are hire agreements. This means you pay to use the device, but Raylo owns the device. If you’d like to check the account and product details we hold, register or sign in to My Account to view more information.

The minimum term is not the same as the end of the agreement.

At the end of the minimum term, you can usually upgrade, keep paying on a rolling monthly basis, or return the device. If you do not take any action, Raylo may continue to charge you each month in line with the agreement terms. 

If you returned your device, Raylo needs to receive and process the return before we can update your account. We can help investigate if you get in touch with information including:

• tracking details
• courier information
• return dates
• evidence of the return or proof of postage

Raylo may charge a non-return fee if you did not return the device in line with the agreement terms (including returning it late).

If you believe Raylo added the fee incorrectly, get in touch and we'll review the information available.

When you returned your device, Raylo may have added repair or damage charges if it found damage beyond normal fair wear and tear.

Charges can also apply if security features, such as Find My iPhone, activation locks, passwords or device passcodes, were still active when you returned the device.

If you think Raylo added a damage or repair charge incorrectly, get in touch and we'll explain the next steps.

If you don’t recognise the account, register or sign in to My Account. You’ll find all the information we have about your account there. If you still need help, please get in touch so we can investigate.

Your Raylo balance may include missed subscription payments, late payment fees, non-return fees, damage charges or other fees under the agreement.

Register or sign in to view your balance and account details. If you still have questions after reviewing the information available online, get in touch and we'll explain the next steps.

A fault with a device does not automatically remove your responsibility for the agreement or any outstanding balance. If you believe a fault, repair issue, or warranty query has affected your account, please get in touch with us as soon as possible so we can investigate.