If the Touch of your device isn’t working properly and you’re looking for a quick fix, try these tips from our in-house tech experts. 

 

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Clean your device

Change your 3D Touch sensitivity

Close all your applications

Force your device to restart

Update software to the latest version

Restore your device to factory settings

 

Clean your device

iOS devices

Make sure you have the correct cleaning solutions & materials

• Wipes are highly encouraged: 70% isopropyl alcohol, 75% ethyl alcohol or disinfectant wipes work well.
• Use a lint-free cloth such as those used on eyeglasses, or a damp, soft tissue so you don’t scratch your phone.

Ready? Here’s what to do:

• Unplug your iPhone from any cables and turn it off.
• Use a cloth or tissue to carefully clean your device – watch out for any excess moisture around the charging/headphones port.
  • iPhone 6: Wipe your home button with a lint-free cloth to protect your Touch ID.
  • iPhone 7 or later: Your phone has an oil-repellent and fingerprint-resistant coating – it’s normal for the coating to wear over time with use, so avoid using harsh materials or cleaning products as they could remove the coating and/or scratch your device.
  • iPhone 8 or later: The coating is on the front and back of the phone – be careful.

Never do this:

• Avoid household cleaning products and compressed air. 
• Don’t submerge your device in any cleaning agents as refurbished devices aren’t waterproof.

 

 

Change your 3D Touch sensitivity

iOS Devices

Here are some easy steps to help you turn on your 3D or Haptic Touch:

• Go to “Settings” > “Accessibility” > “Touch” > “3D & Haptic Touch”.
• Depending on your model, you may see just “3D Touch” or “Haptic Touch” as options.
• For 3D Touch: Simply turn the feature on – you can use the slider to choose your preferred sensitivity level.
• For Haptic Touch: Select the duration speed and then click the image to try your new setting.

 

Close all your applications

iOS devices

iPhone with Face ID:

• From the home screen of your iPhone, swipe up from the bottom and stop when you reach the middle of the screen.
• You can swipe either right or left to find the app(s) you want to close. 
• Swipe up on the app’s preview to close it. 

If your iPhone doesn’t have Face ID:

• Double-click the home button to see your recently used apps.
• You can swipe either right or left to find the app(s) you want to close.
• Swipe up on the app’s preview to close it.

Android devices

• Swipe up from the bottom of your screen, hold and let go.
• Swipe from left to right. 
• On the left, select “Clear all”.

 

Force your device to restart

iOS devices

Force-restart your iPhone with Face ID:

• iPhone 8, SE, X or later: 
  • Press the volume up button and rapidly release it. Then do the same with the volume down button.
  • Press and hold the side button.
  • Release the button when you see the Apple logo pop up.

If your iPhone doesn’t have Face ID:

• iPhone 7:
  • Press and hold the sleep/wake button and the volume down button at the same time.
  • Release the buttons when you see the Apple logo pop up.
• iPhone 6s or iPhone SE (1st generation only):
  • Press and hold the sleep/wake button and the home button at the same time.
  • Release the buttons when you see the Apple logo pop up.

Android devices

To force-restart your Android smartphone, press and hold the power button and the volume down button for 7–10 seconds.

 

Update your software

iOS devices

1. Back up your device with iCloud or on your computer
2. Plug your device into a power source and make sure you’re connected to Wi-Fi.
3. Go to “Settings” > “General” > “Software Update”.
4. You may see two software updates – pick the one you want to install.

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.

Android devices

• Go to “Settings” > “System” > “System update”.
• You’ll be able to see your update status – follow the steps 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.

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.