Before sending your device to us, first erase it. This is important: it keeps your data safe and allows our technicians to get started on your device straight away.
Step 1: make a backup
Always back up your photos, messages, contacts and apps first. Your data may be lost during a repair, and we cannot recover it for you.
- iPhone or iPad: go to Settings > [your name] > iCloud > iCloud Backup and make a backup. Or make a backup via your Mac or PC.
- Samsung: go to Settings > Accounts and backup and make a backup via your Google Account or Samsung Cloud.
Make sure the backup is complete before continuing.
Step 2: turn off Find My and sign out
As long as your account is still linked to the device, it remains locked and we cannot do anything with it.
- iPhone, iPad or Apple Watch: go to Settings > [your name] > Find My and turn off Find My iPhone. Then sign out of iCloud.
- Samsung: turn off Find My Mobile and sign out of your Google Account and Samsung account.
Step 3: reset your device to factory settings
Has your backup been completed and have you signed out? Then reset your device to factory settings.
- iPhone or iPad: go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings.
- Samsung: go to Settings > General management > Reset > Factory data reset.
Step 4: remove your SIM card and memory card
Remove your SIM card using the SIM ejector tool. Is there a memory card in your Samsung? Remove that too. We cannot send it back to you.
Step 5: remove the case and screen protector
Remove your case and any loose accessories. You can leave the screen protector on, but bear in mind that it will be removed during a screen repair.
What should I send?
The device only. You do not need to send the charger, cable or other accessories.
Can’t erase your device?
Is your device, for example, no longer turning on or is the screen broken? Contact our service desk before sending it to us. We will then look at what is possible together.
Please note: Can’t we unlock your device because Find My is still active or your account is still linked to it? Then we cannot carry out the repair and will return your device to you.
Need help?
Our service desk will be happy to help you on working days from 08:00 to 17:00 via WhatsApp, chat, telephone and email.