It will not switch on
Do not take the phone or laptop apart. Tell us what happens when you try to power it on before sending it.
BEFORE YOU RESET
Prepare your phone before you send it.
Back up what matters, remove account locks and follow the right reset steps for your phone, tablet, watch or laptop.
Back up firstRemove account locksNever send passwords
THE FOUR ESSENTIALS
Do these four things in this order.
The menu may change from one phone to another, but the safe order does not. Save first and only erase when you are ready to let the device go.
Save what you need
Back up photos, contacts, files and anything needed to reach your accounts later.
Remove linked accounts
Deal with Apple, Google, Samsung, Microsoft and any work or school management.
Erase through Settings
Use the official reset option for the phone, tablet, watch or laptop in front of you.
Keep personal cards
Keep your SIM, memory card and any charger or accessory we haven't asked for.
BEFORE ANYTHING DISAPPEARS
Save what matters before you erase anything.
A reset cannot put back a photo, a login code or a file you forgot to save. Move what you need first, then keep personal cards and account details with you.
Back up photos, contacts and filesMove authenticator and recovery accessKeep SIM and memory cardsNote the IMEI or serial privately
PHONES AND TABLETS
Choose the phone or tablet in front of you.
Pick the closest match. We have kept each guide short enough to follow while the device is still in your hands.
APPLE PHONE OR TABLET
iPhone or iPad
Back up first, then let Apple's own erase flow remove your information and account link.Make a backup
Save your photos, contacts, files and anything else you want on your next device. Move authenticator access before you erase.
Deal with your Apple Account
Follow the current sign-out or erase prompts in Settings. Do not delete iCloud photos one by one while the phone or tablet is still signed in.
Erase the phone or tablet
Go to Settings, General, Transfer or Reset, then Erase All Content and Settings. If an eSIM is present, choose to erase it when the service is leaving with you.
Leave it at Hello
Wait for the Hello screen, remove any physical SIM and do not sign in again. Find My and Activation Lock should be off after the authorised erase finishes.
SAMSUNG PHONE OR TABLET
Samsung Galaxy
Remove both Samsung and Google accounts before the factory reset so the Galaxy is not left tied to you.Save what you need
Use Smart Switch, Google backup, Samsung Cloud or your own computer for the photos, contacts and files you want to keep.
Remove the accounts
Open Settings, Accounts and backup, then Manage accounts. Remove Google, Samsung and any work or school account connected to the device.
Keep your cards
Remove the physical SIM and memory card. Check with your network before deleting or transferring an eSIM.
Factory reset from Settings
Open General management, Reset, then Factory data reset. Menu names can vary slightly, so use Samsung's instructions for the exact model if yours looks different.
PIXEL OR OTHER ANDROID
Google Pixel or Android
Android menus differ, but the safe order stays the same: back up, remove accounts, then reset through Settings.Back up before the reset
Check that photos, contacts, messages and app information you need are safely stored somewhere else.
Remove linked accounts
Remove the Google Account and any manufacturer, work or school account. This helps prevent Factory Reset Protection from stopping the next setup.
Remove personal cards
Keep the SIM and memory card. Move authenticator access, payment cards and any eSIM service you still need.
Reset through Settings
On a Pixel, open Settings, System, Reset options, then Erase all data. Other Android phones may use different words, so check the maker's current instructions.
WATCHES AND LAPTOPS
Watches and laptops need their own steps.
A watch may need to be unpaired, while a laptop needs the reset route that matches its operating system. Choose the guide that fits.
APPLE SMART WATCH
Apple Watch
Unpairing is the important step because it creates a backup, erases the watch and removes Activation Lock.Keep both devices together
Place the Apple Watch and its paired iPhone close to each other and check that the information you need has synced.
Unpair from the Watch app
Open the Watch app, tap All Watches, choose the information button beside the watch, then tap Unpair Apple Watch.
Handle mobile service
For a cellular watch, remove the mobile plan during unpairing and speak to your network if the plan also needs cancelling.
Check the account link
The authorised unpairing process removes Activation Lock. If you no longer have the iPhone, use Apple's official account-removal steps instead.
GALAXY, PIXEL OR WEAR OS
Android smart watch
Back up what the watch holds, remove payment and mobile services, then disconnect and reset it.Sync what you want to keep
Make sure health information, settings and anything else you need has synced with the watch's companion app.
Remove personal services
Take off payment cards and deal with any cellular plan. Use the companion app to disconnect the watch when that option is available.
Disconnect and reset
On Galaxy Watch this is normally under Settings and General. Pixel Watch uses Settings, System, then Disconnect and reset. Menus vary by model.
Leave it ready for setup
Do not pair it again. Check the companion app and your manufacturer account to make sure the old watch is no longer connected.
APPLE LAPTOP
MacBook
The correct erase route depends on the Mac and macOS version, so check that before you begin.Back up the Mac
Use Time Machine or another trusted backup and move any licence, recovery or authentication information you still need.
Check which erase route applies
A Mac with Apple silicon, or a T2 Security Chip using macOS Monterey or later, can normally use Erase All Content and Settings.
Erase using the right method
For a compatible Mac, open System Settings, General, Transfer or Reset. An older Intel Mac needs Apple's macOS Recovery and Disk Utility instructions.
Stop at the setup screen
When the Mac reaches its Hello or setup screen, do not enter your details again. Shut it down ready for inspection.
WINDOWS LAPTOP
Windows laptop
Back up first, keep the BitLocker recovery key and choose the reset option made for selling or giving the laptop away.Save files and recovery access
Back up the files you need. If BitLocker is on, make sure you can reach the recovery key before starting the reset.
Remove work management
If the laptop belongs to a business, school or organisation, ask its administrator to remove management and confirm the required data-erasure standard.
Choose Remove everything
Open Settings, System, Recovery, then Reset this PC. Choose Remove everything and turn on the clean-data option when the laptop is being sold.
Leave Windows at setup
Let the reset finish without interrupting it. When Windows reaches its first setup screen, power the laptop down and do not sign in again.
WHEN THE USUAL STEPS DO NOT WORK
Stuck before the reset? Stop and ask.
A broken screen, forgotten account or managed laptop needs a different next step. Tell us what is stopping you before the device leaves your hands.
You cannot reach the account
Use Apple, Google, Samsung or Microsoft account recovery. We will never ask you to put a password in the parcel.
It belongs to work or school
Ask the organisation to remove mobile management, account ownership and any data-erasure requirement first.
The battery looks unsafe
Do not post a device with a swollen, leaking, very hot or badly damaged battery. Stop using it and contact us.
Use the official account route
Never send a password
PREPARATION FAQS
Questions before you press reset.
Short answers about backups, account locks, SIM cards and devices that will not switch on.
Continue to How to PostDo I need to back up before resetting?
Yes. A factory reset removes information stored on the device. Save any photos, contacts, files, messages and account-recovery access you want to keep before you begin.
Is deleting my photos and apps enough?
No. Deleting items one by one is not the same as using the device maker's full erase or factory-reset process. Back up first, remove the linked accounts and then reset through Settings.
Should I remove my SIM, eSIM and memory card?
Remove the physical SIM and any memory card before posting. An eSIM needs to be transferred, cancelled or erased using the options provided by the phone and your network. Do not assume it has disappeared without checking.
What if I reset before removing my account?
Do not send your password. Use the official Apple, Google, Samsung or Microsoft account tools to remove the device or recover access. If the old account is still requested during setup, contact us before posting.
Can I sell a device that will not switch on?
A non-working device may still be eligible, but you may not be able to complete a normal reset. Remove linked accounts remotely where the manufacturer allows it and contact us before sending anything that may still contain personal information.
Should I send my password, PIN or recovery key?
No. Never put an Apple, Google, Samsung or Microsoft password, screen PIN, BitLocker key or recovery code inside the parcel. If access is needed, use the official recovery process while the device is still with you.