Can’t update your phone? Try these solutions from our in-house tech experts.
Update your phone with your computer
Using a computer:
If you have a Mac with macOS Catalina or later, open the Finder app.
If your Mac has macOS Mojave or earlier, or your device is a different PC, open the iTunes app.
Connect your phone to your computer or Mac.
Click on your device in the sidebar to the left of the Finder window.
Select “General” then “Check for Update”.
Click “Download and Update” and follow the instructions that appear on the screen.
Restore your device to factory settings
Restore factory settings from your Mac
First – be sure to back up your data! Then, follow these steps on your Mac:
If you have a Mac with macOS Catalina or later, open the Finder app.
If your Mac has macOS Mojave or earlier, or your device is a different PC, open the iTunes app.
Connect your smartphone to your computer.
If you see a pop-up message that asks for a passcode or says “Trust This Computer”, follow the instructions that appear on the screen.
Select your smartphone when it shows on your computer or laptop.
Select “Restore [device]” – if you’re still logged in to “Find my”, make sure that you sign out first.
Select “Restore” once more to confirm.
Your computer will erase your phone and install the latest version of iOS, iPadOS or iPod software.
After your phone is restored to factory settings, it will automatically restart.
Force your device to restore
Android devices
Back up your data first!
Go to “Settings” > “Google” > “Backup”.
You may also see “Settings” > “Backup”.
If you don’t see either, contact the manufacturer for help.
To force-restart, go back to “Settings” > “Factory Data Reset”.
Enter your security credentials, if prompted.
Select “Delete all” and follow the instructions to reset your device.