Notice to Law Enforcement: There are often misperceptions about the ecoATM so this page is intended to provide education about the system’s features and the processes in place to deter the selling of stolen property at our kiosks and to help track both the property and individuals involved if it does occur.
Every transaction at an ecoATM is remotely monitored by one of our staff through a variety of cameras and imaging devices including verifying of government issued IDs against the image of the seller, fingerprints, and device information. We also hold the inventory for the required time period. As a result, currently less than 1 out of every 4000 devices collected by ecoATM are later reported lost or stolen.
ecoATM works hard to ensure that our kiosks are the worst possible option for a criminal to sell stolen property and the best place for the victim’s property to end up if it was stolen because we can track and return it. When there are local or state statutes governing the buy-back of serialized electronics, ecoATM happily complies with these laws. And even in jurisdictions where there are no governing statutes, ecoATM self-imposes the same basic processes and procedures for every transaction.
ecoATM's technology features and process to deter fencing of stolen items and/or compliance with Secondhand Dealer Law requirements:
ecoATM has deployed a number of features and processes designed to deter fraud and/or the fencing of stolen items at the kiosk. Many of these features were borrowed from technologies already used by law enforcement, border control, and DMV’s. Regardless of whether ecoATM is required by law to comply with Secondhand Dealer laws or not, ecoATM voluntarily deploys all of the features and processes below:
Validating IDs: To complete a transaction each consumer must provide a valid ID and must be at least 18 years of age. ecoATM uses state of the art ID scanner and validation software that not only photographs the ID but validates for authenticity by examining the ID for holograms, watermarks, or other specific authentication methods used in all 50 States. For more specific information on this technology please visit http://www.card-reader.com/snapshell.htm. Consumers cannot proceed or be paid unless a valid ID is presented to ecoATM. Images of these IDs are collected, stored, and are available as part of the reporting process if required. ecoATM is also currently testing software for verifying ID’s through facial recognition algorithms, the photo on the ID to the photos of the person we see through the cameras at the kiosk. Many law-enforcement agencies rely on similar biometric software for validating ID’s to specific people.
Valid Thumbprint: To complete a transaction each consumer must provide a valid thumbprint. The ecoATM kiosk uses the newest technology in thumbprint reading technology to ensure a valid thumbprint is captured on every transaction. For more specific information on the technology please see http://www.digitalpersona.com/biometrics/overview/ . This technology is widely used by government agencies around the world to collect and verify thumbprints. The software actually validates the captured thumbprint to make sure it is legible and acceptable by industry standards. Consumers cannot proceed or be paid until a valid thumbprint is captured. Images of these Thumbprints are collected, stored, and are available as part of the reporting process if required.
30 day inventory hold: ecoATM voluntarily holds all inventory collected for a minimum of 30 days from the collection date before moving the devices to our buyers from our headquarter facility in San Diego, CA. ecoATM follows any applicable laws that require longer holding periods for select locations.
Serial Numbers: ecoATM electronically extracts serial numbers (IMEI, MEID, etc) whenever technically possible from the devices that power on, at the kiosk. If the kiosk cannot capture the serial number because the device is too old, is damaged, will not power on or it is locked, the serial number(s) will be captured manually by an ecoATM employee, when the weekly shipment is delivered to the warehouse in San Diego. All serial numbers are updated in the database and made available to police.
Reporting of transactions: ecoATM will voluntarily report all transactions in any fashion desired to law enforcement including mail, fax, searchable database, LeadsOnline http://www.leadsonline.com/main/index.php , or other reporting mechanisms.
Return of Reported Stolen Items: ecoATM will respond quickly and diligently to any request from law enforcement to research and/or return any reported stolen items that may have been collected by ecoATM.
Images of Seller: Although not required by law, ecoATM collects and stores multiple high resolution images of each seller of each device at the kiosk and can provide these as part of the reporting process.
Images of each Device collected: Although not required by law, ecoATM collects and stores multiple high resolution images of each device collected and can provide these as part of the reporting process.
Beyond what the law requires: ecoATM has worked actively and successfully with law enforcement whenever fraud or theft is reported or suspected. We have established a good working relationship with the law enforcement agencies we have worked with in the past. If law-enforcement desires collaboration beyond what the law requires we are open to any ideas that will help us mutually deter theft or prosecute anyone that commits a crime.
References: Upon request ecoATM can provide references in law enforcement that we have already worked with in the past.
Validating Identity of Customer Via Live Attendant
(Example shown below is from a San Diego employee validating in real time)
Disapproval and rejection of Customer Via Live Attendant
(Example of disapproved ID, Facials, Age)
(Example of rejection due to inability to validate)
Example: Transaction Report
(Example is a California JUS123 format)
When a consumer calls ecoATM with a suspected lost or stolen phone report we provide them with a copy of the letter below.
We are very sorry to hear that your phone has been lost or stolen. Most of us at ecoATM have had our phones lost or stolen at some point so we know firsthand how frustrating and disruptive it can be, and how expensive and time-consuming replacing your phone can be. We will do everything we can to assist you. The information below should help.
What to do when you suspect your phone has been lost or stolen?
You may want to call your carrier and suspend your service temporarily. Also, ask the carrier for your phone's serial number (IMEI or MEID) so that you can identify your specific phone. This serial number is the best way for ecoATM, your carrier, and law enforcement to track your phone. Below are the phone numbers for the major carriers. Just call your carrier, tell them you suspect your phone has been lost or stolen, that you would like them to suspend your service temporarily, and to provide you with your phone’s serial number.
AT&T Wireless Customer Service 1-800-331-0500
Verizon Customer Service 1-800-922-0204
Sprint Customer Service 1-888-211-4727
T-Mobile Customer Service 1-800-937-8997
Nextel Customer Service 1-800-639-6111
Alltel Wireless Customer Service 1-800-255-8351
U.S. Cellular Customer Service 1-888-944-9400
Cricket Customer Service 1-800-922-5158
Many phones have features that allow you to track or lock them remotely, or evenwipe the personal data they contain remotely. If you have enabled these features on your phone you may want to try to track it that way now. If you are not sure if you have these features you should ask your carrier.
Can I get a temporary phone to use while I try to get my phone back?
Yes, if your phone has entered ecoATM’s system either as a result of being lost or stolen, ecoATM is happy to provide you with a basic phone upon request via Fedex. Just call 1-858-255-4111, and tell our customer service representative what carrier you use and to send a temporary phone overnight. Once you receive this phone, you will need to work with your carrier to have it enabled to your existingaccount and phone number. You are welcome to keep this phone or return it to an ecoATM for recycling.
If my device is found inside an ecoATM, how can I get it back?
Theanswer to this question may differ depending on local laws and on whether the device is reported stolen or simply lost. ecoATM must comply with whatever local law enforcement dictates in these situations, so we look to them and to their local regulations for guidance in conforming to their requirements while attempting to get your device returned as soon as possible. In some cases, ecoATM is required by law to hold devices if they are suspected as evidence in a crime. In other cases, ecoATM can return devices right away. ecoATM's service personnel may need to check with local law enforcement for guidance on each specific situation. We will also likely ask for your help and cooperation in this process.
Do I have to pay for my device to get it back?
Again, the answer to this question may depend on local laws and whether your device was lost or stolen. If we can reasonably determine that a specific device is yours, and if the law permits, we will return your device free of charge. However, there are times when it can be challenging for us to determine that a specific device belongs to a specific owner, and we may need to involve law enforcement in this process. We hope you can appreciate the reasons for this policy, and reiterate our commitment to do whatever we can to help you get your device back as quickly as possible.
Features of the ecoATM that may help in this situation
ecoATM's are designed with a number of features that may be useful in this situation. For every transaction at an ecoATM, the seller must provide an ID and a thumbprint. We also take photos of the seller and of the devices, and capture a serial number (IMEI, MEID, or other unique identifier) from the device either at the kiosk or once it is received at ecoATM. Depending on local requirements, we either provide this information in reports to law enforcement on a regular basis or on demand. This information can be used to identify specific devices and specific sellers, and to prosecute any crimesthat may have been committed. Knowing the serial number of your lost or stolen device is very important since it is the primary way that either ecoATM or law enforcement can track and possibly find it.
Again, we are very sorry that you are in this situation, and are here to help you through this process!
ecoATM Customer Service – 1-858-255-4111
Compliance ecoATM contact information
Law Enforcement general questions /Reporting inquiries:
For all customer questions or to report a phone missing call: 858-255-4111