Before sending your device to us, you want to ensure that all your important data is safe and secure. To do this, on an iOS device go to Settings > iCloud > iCloud Backup and click Back Up Now.
For a Mac, connect an external hard drive and follow the Time Machine process, or alternatively store important files such as documents and photos on an external drive or in iCloud or another cloud based storage solution.
We may need to erase your device during the repair process, so it’s vital you are confident your information is safe. We cannot back up your data for you, so if you are unable to carry out the above please be aware you may lose the data stored on your device.
To carry out a repair, your device may need to be on the latest software. If your iOS device still powers on, go to Settings > General > Software Update and if required, click Download and Install.
For a Mac, open the App store and install any updates listed here.
We are unable to carry out any repair on your device if Find My iPhone/Mac is still active. To deactivate this feature on an iPhone or iPad, go to Settings > iCloud > Find my > Find My iPhone and then click the toggle switch. You will be asked to enter your Apple ID password.
On a Mac, click on the logo in the top left hand corner and select System Preferences. Click on iCloud, and in the list deselect the tick next to Find My Mac. You will then be asked to enter your Apple ID password.
If you can not do this through your device, the process can be completed by going to www.icloud.com and signing in with the Apple ID and password used on your faulty device. Firstly, turn off your faulty device and then click on the Find iPhone icon. Click on the All Device drop down menu at the top of the page and select the relevant device. Click on Remove from Account.
Failure to remove your device from Find My iPhone will delay your repair, as we will need to contact you to carry out the above steps before we can proceed.