Law Enforcement FAQs for ecoATM Cell Phone Kiosks

Law Enforcement FAQs

There is an inquiry about a specific phone which may have been sold at an ecoATM machine.

How can we get a device back when it’s in the kiosk?
We can open our kiosk for any member of law enforcement who can produce credentials. Here’s how:

1. Call our ecoATM Support Line at 858-324-4111 and select the Law Enforcement option.
2. You’ll be connected to an attendant who will gather important information to verify that you are indeed law enforcement.
3. Once they’ve verified your identity, they’ll connect you with one of our technicians who will remotely open the kiosk for you and direct you to the stored device.

How can we get back a device when it’s in transit?
You can email us at regulatory.affairs@ecoatm.com (email is monitored Monday through Friday, during business hours (PST) ) and we’ll get back to you or call our ecoATM Support Line who will flag the device. Once it has reached our processing center, it will be retrieved and mailed back to your department.

How can we get back a device when it’s at the ecoATM processing center?
If you request the device within 30 days of the transaction, it will be retrieved and mailed back to you ASAP.

How does ecoATM verify that a person’s ID is his or her own?

One of the critical steps of the ID process involves verifying the ID card presented. ecoATM uses a 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. Images of these IDs are collected, stored, and are available as part of the daily reports provided by ecoATM to your precinct. Once the ID is verified, the user is permitted to proceed; however, this does not mean that the person has been approved to complete a transaction.
Prior to completing the final transaction, using the kiosk’s built-in webcams, a remote attendant in San Diego, CA compares the photo ID with the user’s face in real-time to confirm or deny every transaction. In order to pass verification, a person must provide a valid ID and must be at least 18 years of age. The attendant will verify the age on the license and make sure it has not expired before the consumer is allowed to move forward in selling back the device.

Can law enforcement have access to the kiosk?

Yes, if you’re an on-duty, law enforcement officer conducting a criminal investigation and need access to one of the devices inside the kiosk we can absolutely pop open the front door for you remotely. Here’s what to do:
1. Call our ecoATM Support Line at 858-324-4111 and select the Law Enforcement option.
2. You’ll be connected to an attendant who will gather important information to verify that you are indeed law enforcement.
3. Once they’ve verified your identity, they’ll connect you with one of our technicians who will open the kiosk for you and direct you to the stored devices.

Can you report the transactions? And how do I get access to the reports?

ecoATM has a partnership with the leading online reporting service, LeadsOnline. We upload every transaction daily into their database. We provide law enforcement access to those reports free of charge. If your department has other needs we can report our transactions to you in the manner you prefer (e.g. via email, fax, or other online reporting systems.)

Who should we contact if we have a question or need assistance?

If you have a reporting or technical question, please contact your state's ecoATM Regulatory Affairs representative at regulatory.affairs@ecoatm.com. To find your state's representative, or if you would like to learn more about how we work closely with law enforcement or are interested in a presentation please contact one of our Directors of Law Enforcement Relations. You can contact them by clicking here.

What form of ID does ecoATM require?

ecoATM requires every user to present a valid US state-issued ID. ecoATM has invested in state of the art technology, identification, and verification systems that capture real time data on all the individuals recycling phones at our kiosks.

How is the ID determined to be valid?

For each transaction, ecoATM uses a state-of-the-art ID scanner and AssureTec Reader validation software. This process enables us to photograph the user’s ID and validate its authenticity by examining the ID for holograms, watermarks, or other specific authentication methods used in all 50 states. In addition to scanning the ID, a remote ecoATM attendant examines each consumer, real-time, through the kiosk’s built-in webcams and ensure they match the person who is depicted on the government-issued ID.

Do customers have to pay to get their phones back?

All lost or stolen devices are returned to the owner, free of charge, if requested by a law enforcement officer as long as the customer provides us with a police report for the stolen device and written authorization from law enforcement to release the device.

If a customer calls stating their phone has been lost or stolen, and they believe it is in an ecoATM, are there any directions I should give them regarding his or her device and the process to retrieve it from ecoATM?

1. Please direct the individual to notify his or her carrier of the situation so they can:
a) Suspend service temporarily and b) ask for the phone’s IMEI or MEID number. (IMEI stands for International Electronic Identifying number and is the most important piece of information we use to track the devices recycled in our machine.)
Many phones also have features that allow you to track or lock them remotely, or even wipe the personal data they contain. If they have enabled these features on their phone, they may want to try to track it that way. If they are not sure if they have these features, they should call their carrier to best determine how to identify the phone.
2. From there, direct the individual to call ecoATM Support Line at 858-324-4111.
ecoATM customer service will work with them to ensure their stolen phone is returned to them at no additional charge as quickly as possible.

How long do you hold the devices?

ecoATM holds all devices for at least 30 days (longer if required by state or local laws and/or regulations).

How can I find out if there are any kiosks near me?

You can go to www.ecoATM.com/locator/. It will show all the kiosks located in your area. You can also call our customer service team at 858-324-4111.

What information is gathered when the device is plugged in at the kiosk? I’ve noticed that not all transactions in Leads Online list the serial number, but list processing instead. Does this get updated? If so, at what point?

Our kiosk has the ability to electronically extract serial numbers. However, this isn’t always technically possible due to the extremely wide range of makes, models, ages, and conditions of devices that we accept. In any instance where the machine cannot electronically extract the serial number, an ecoATM attendant will manually captures the serial number as soon as the device reaches our processing center in Louisville, KY..
All manually captured serial numbers are updated, both in our own database and with the online reporting services we utilize.

How often are the devices cleared from the machines?

The devices are cleared from the machine once a week by a contracted service provider.

When attempting to retrieve a phone, what information should I have?

The best piece of information you can provide us to track the device is the IMEI or MEID number. If these are not available, any information you have about the device, the seller, or the transaction will be useful.

My question is not listed here. Who can I contact to get more information?

Please direct any outstanding questions you might have to regulatory.affairs@ecoatm.com. This email is monitored Monday through Friday, during business hours (PST).