Before returning or exchanging your phone, you’ll want to back up your personal information and clear it off the phone. It's also important to remove your lock-screen code. You’ll be charged the full cost of the phone if it's locked when we receive it.
Prep your phone for a return or exchange
To avoid losing any important files, always back up your phone before clearing your personal information.
After you've backed up, it's time to erase your phone. This will return the phone to its original settings and delete all your personal info, including your lock-screen code. Here's how:
iPhone
- Turn off Find My iPhone and sign out of iCloud:
- Go to Settings, tap on your name at the top, Find My > Find my iPhone, then tap it to turn off.
- Go to Settings then tap on your name at the top.
- Scroll to the bottom and tap Sign Out.
- Enter your Apple ID password and tap Turn Off.
- Tap Sign Out and then tap Sign Out again to confirm.
- Note: Don’t manually delete Contacts, Calendars, Photo Streams, or other iCloud information while signed in to iCloud.
- Erase phone from settings:
- Go to Settings > General > Transfer or Reset > Erase All Content and Settings.
- Enter passcode, if prompted.
- Confirm you’re erasing your device by pressing Continue.
For more details on iPhone resets, learn how to erase information from your iPhone. If you no longer have your phone or don’t have it with you, you can also remove your device from Find My iPhone on iCloud.com.
Samsung
- If you have a Gmail account, you should remove it before performing a factory data reset:
- Navigate to Settings.
- Tap Accounts and Backup.
- Tap Manage Accounts.
- Tap Remove Account.
- Select accounts that need to be removed.
- Erase phone from settings:
- Tap Settings > General Management > Reset.
- Select Factory Data Reset.
- Tap Reset Device.
For more details on Samsung resets, see how to reset your device.
- If you have a Gmail account, you should remove it before performing a factory data reset:
- Open Settings app.
- Tap Passwords & accounts.
- Under Accounts, tap the account(s) you want to remove > Remove account.
- Confirm by tapping, Remove account > Remove account.
- Enter your device pattern, PIN, or password.
- Erase phone from settings:
- Navigate to Settings app.
- Tap System > Reset Options > Erase all data (factory reset).
- Tap Erase all data.
- Enter your device pattern, PIN, or password.
- Then tap Erase all data.
For more details on Google Pixel resets, see how to reset your device.
Motorola
- If you have a Google account, you should remove it before performing a factory data reset:
- Go to Settings > Passwords & accounts (Users & accounts).
- Tap the account name.
- Tap Remove account.
- Erase phone from settings:
- Go to Settings > System.
- Tap Reset options > Erase all data (factory reset).
For more details on Motorola resets, see how to reset your device.