Preparing your iPhone, iPad, or iPod touch for repair or return

Summary

Learn how to prepare your iPhone, iPad, or iPod touch for repair or return.

Products Affected

iPad, iPhone, iPod touch

If possible, please perform these steps in the following order to prepare your iPhone, iPad, or iPod touch for repair or return:

  1. Sync your device with iTunes.
  2. Back up your device.
  3. Disable iMessage: If iMessage is active, please turn off iMessage. Tap Settings > Messages > iMessage.
  4. Erase all data from your device by tapping Settings > General > Reset > Erase All Content and Settings.
  5. Remove any case or film, if present.
  6. If your iPhone or iPad has a SIM card, remove the SIM card. 

Note: If your device has cellular service, be sure to contact your carrier to suspend service. You can also discuss what options may be available for using another device while yours is being repaired. 

Additional Information

The Contact Support webpage has further service information.

When you receive the replacement device:

Note: iOS does not support restoring a backup from a newer version of iOS to a device using an older version of iOS.

Not helpful Somewhat helpful Helpful Very helpful Solved my problem
Ask other users about this article
in Apple Support Communities
Featured Questions
how do i open up my iphone 4?
You don't get the cover off. The SIM tray is on the right hand side. Use a pin or paperclip to eject it if you don't have the SIM eject tool that came with the phone.
in iphone_hardware, Jan 14, 2013 - 0 people liked this - 3 replies
See all questions on this article See all questions I have asked