Restore an iPhone or iPad

When you restore a device to factory settings, it erases all content and settings on the device. This restores a device to its factory settings by erasing all personal data and preparing it for reuse.

1. Go to Settings > General > Transfer or Reset [device name].

2. Tap Erase All Content and Settings.

   Note: When the user is signed in with a Managed Apple Account, a message shows that Prepare for New iPhone isn’t available.

3. If asked, have the user enter the passcode or Apple Account password.

4. On the Erase This iPhone screen, review the list of items that will be removed. Then tap Continue.

   Note: When the user is signed in with a Managed Apple Account, Find My isn’t listed in the items that will be removed.

5. If the device has an eSIM, then the user can choose to erase the eSIM or keep it. If they erase the eSIM, then you need to contact the carrier to reactivate the cellular plan.

6. If asked, have the user enter the passcode for their device.

7. Wait until the data is uploaded to iCloud.

   WARNING: If iCloud Backup is turned off, a confirmation dialog appears with options to Erase Anyway or Don’t Erase iPhone. If they tap Erase Anyway and don’t have a backup, the data and content is lost forever.

8. The Apple logo and a progress bar indicate that restoring is in progress.

• Learn what to do if the user doesn’t have the passcode for the device or the device is disabled.

• Learn what to do if the user doesn’t have the Screen Time passcode. Restoring the device using a backup won’t remove the Screen Time passcode.

• What to look for:

  • The device asks for a passcode or Apple Account password, and the user doesn’t have it.

  • The erase process appears to start but doesn’t complete.

  • An error message appears on the device when attempting to erase.

  • The device is enrolled in a device management service with restrictions.

  • Screen Time restrictions are preventing the erase action.

• Steps to take:

  • Verify passcode and Apple Account credentials: If asked for the device passcode or Apple Account password, enter the correct credentials. If forgotten, use the appropriate recovery method for the Apple Account.

  • Turn off Find My if required: If Find My is turned on and Activation Lock is enabled, the user needs to sign out of the Apple Account for iCloud before the device will erase.

  • Check for service restrictions: If Erase All Content and Settings appears dimmed, a device management service is managing the settings. Contact your organization’s device management service administrator.

  • Remove Screen Time restrictions: If Screen Time restrictions are enabled, the restriction passcode may be required to access Erase All Content and Settings. Enter the Screen Time passcode when prompted.

  • Use alternative erase methods: If the device won’t erase, perform a restore in the Finder or with Apple Configurator for Mac.

  • Remotely wipe the device: If a device management service supervises and manages the device, the service administrator can send a wipe command to erase the device.

A factory restore erases the information and settings on iPhone or iPad and installs the latest version of iOS or iPadOS. Restoring an iPhone or iPad doesn’t delete the eSIM. If necessary, learn how to erase the eSIM.

1. Open the Finder on the Mac.

2. Connect the device and the Mac with a supported Thunderbolt or USB cable.

3. If a message asks for the device passcode or to Trust This Computer, follow the onscreen steps.

4. Click the iPhone icon in the Finder sidebar (below Locations), then click General at the top of the window.

5. Click Restore [device name].

   If the user is signed in to Find My, they need to sign out before they can click Restore.

6. Click Restore again to confirm.

   The Mac erases the device and installs the latest version of iOS and iPadOS. After the device restores to factory settings, it restarts.

• What to look for:

  • A message asks for the device passcode or to Trust This Computer.

  • The Restore button appears dimmed or unavailable.

  • The user is signed in to Find My, and they can’t click Restore.

  • An error messages appears during the restore process.

• Steps to take:

  • Update Mac: Make sure that Mac is up to date.

  • Turn off Find My: If the user is signed in to Find My, they need to sign out before they can click Restore.

  • Trust the computer: If a dialog appears asking for the device passcode or to Trust This Computer, follow the onscreen steps.

  • Check the device connection: The device should chime or vibrate when you connect it to a Mac. Try another supported Thunderbolt or USB cable that supports both data and charging.

  • Try recovery mode: If the device remains unresponsive, place it into recovery mode and use the Update option to reinstall iOS or iPadOS.

1. Download and install Apple Configurator from the App Store.

2. Connect the device and Mac with a supported Thunderbolt or USB cable.

3. Select the device in the device window.

4. Do one of the following:

   • Choose Actions > Restore.

   • Control-click the selected device, then choose Restore.

5. Click Restore.