Do you want to send your device to us for repair or sell it to us, but it won’t turn on anymore? You can often still disconnect your account remotely, using another phone or your computer. This is important: as long as your account is linked to the device, it remains locked and we cannot do anything with it.
iPhone, iPad, Apple Watch or MacBook
- Go to iCloud.com and sign in with your Apple ID, or open the Find My app on another Apple device.
- Click Find My and then All Devices.
- Select the device you want to disconnect.
- Click Remove from Account or Erase This Device.
Is your device offline? The command will be carried out as soon as it reconnects. In most cases, you can remove the device from your account immediately.
Tip: also check appleid.apple.com to see whether the device is still listed under your devices. If so, remove it there.
Samsung
- Go to findmymobile.samsung.com and sign in with your Samsung account.
- Select your device and click Unlock or Erase.
- Then go to myaccount.google.com and remove the device under Security > Your devices.
Still unable to do it?
Can’t access your account anymore, for example because you have lost your password? Contact our service desk before sending in your device. We will look at what is possible together.
Please note that we cannot unlock a device. Only you can disconnect your own account. If you cannot do this, we cannot carry out the repair or take over the device.
Are you selling your device to us?
The same steps apply. We cannot take over a device with an active account. You can read more about this in the Selling category.
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.