Before sending your device to us, erase it. This keeps your data safe and allows us to process your sale straight away. We cannot take on a device with an active account.
Step 1: make a backup
Back up your photos, messages, contacts and apps before erasing your device. We cannot recover data for you.
- iPhone or iPad: go to Settings > [your name] > iCloud > iCloud Backup, or make a backup via your Mac or PC.
- MacBook: make a backup with Time Machine or transfer your files to an external drive or iCloud.
- Samsung: go to Settings > Accounts and backup and make a backup via your Google account or Samsung Cloud.
Using a new device? Transfer your data first before erasing your old device.
Step 2: turn off Find My and sign out
This is the most important step. As long as your account is linked to the device, it remains locked.
- iPhone, iPad or Apple Watch: go to Settings > [your name] > Find My and turn off Find My iPhone. Then sign out of iCloud.
- MacBook: go to System Settings > [your name] > iCloud > Find My Mac and turn this off. Then sign out of your Apple ID.
- Samsung: turn off Find My Mobile and sign out of your Google account and Samsung account.
Tip: unpair your Apple Watch from your iPhone using the Watch app. This disables Activation Lock and Find My at the same time.
Step 3: reset your device to factory settings
Have you finished your backup and signed out? Then erase your device.
- iPhone or iPad: Settings > General > Transfer or Reset iPhone > Erase All Content and Settings.
- MacBook: System Settings > General > Transfer or Reset > Erase All Content and Settings.
- Samsung: Settings > General management > Reset > Factory data reset.
Step 4: remove your SIM card and memory card
Remove your SIM card with a SIM ejector tool. Is there a memory card in your Samsung? Remove that too. We cannot send these back to you.
Step 5: remove the case
Only send the device itself. You can keep your case, screen protector, charger and cable.
Is your device no longer turning on?
You can often still unlink your account remotely, using another phone or your computer. You can read how this works in the article My device no longer turns on. How do I remove my account?
What happens to my data?
Has your device arrived with us while there is still data on it? We will still erase it completely before processing the device further. Nothing of yours will remain. However, we recommend doing this yourself so that you can be sure your backup is complete.
Is your account still linked? We cannot complete your sale and will contact you.
Need help?
Our service desk will be happy to help you on working days from 08:00 to 17:00 via WhatsApp, chat, phone and email.