If your phone's screen is frozen or isn't responsive to your touch, here's what you can do to troubleshoot.
Choose your device:
Before we go a bit deeper into the subject, remember that things can change pretty fast in the world of tech. If you can't find what you need in our FAQs, please reach out to the seller at any time to get more information. You can reach them by logging into your Back Market account > My Orders > Ask for help.
iPhone
My iPhone's screen is black or frozen
For iPhone 8 or later, iPhone SE (2nd gen) included:
- Press and quickly release the Volume Up button
- Press and quickly release the Volume Down button
- Press and hold the lock button on the Side until you see the Apple logo
- If your iPhone still doesn't turn on, then try charging it or troubleshooting the hardware — please note that you may have to charge the iPhone for around an hour
- And if your phone still doesn't turn on, get in touch with the seller
For iPhone 7 or iPhone 7 Plus:
- Press and hold both the Volume Down button and the lock button until you see the Apple logo
- If your iPhone still doesn't turn on, try charging it for an hour or so
- And if your phone still doesn't turn on, get in touch with the seller
For iPhone 6s and earlier, iPhone SE (1st gen) included:
- Press and hold both the Home button and the Side button or the top button until you see the Apple logo
- If your iPhone still doesn't turn on, try charging it for an hour or so
And if your phone still doesn't turn on, get in touch with the seller
My iPhone is stuck during startup, and I can't get past the Apple logo
If you’re stuck on the Apple logo, try these troubleshooting steps:
- Connect your iPhone to a computer
- On a Mac with macOS Catalina, open the Finder
- If you have a Mac with macOS Mojave or earlier, or if you have a PC with Windows, open iTunes
- Select your iPhone on your computer
- While your iPhone is connected, follow these steps:
- On an iPhone 8 or later, including iPhone SE (2nd gen): Press and quickly release the Volume Up button
- Press and quickly release the Volume Down button
- Then press and hold the Side button
- On your iPhone 7 or iPhone 7 Plus: Press and hold the Side button and Volume Down button at the same time
- On your iPhone 6s or earlier, including iPhone SE (1st generation): Press and hold both the Home button and the Side button — or the top button at the same time
- Keep holding the buttons until you see the recovery mode screen
- When you get the option to restore or update, choose Update
- Your computer will download the software for your device
- If it takes more than 15 minutes, your device will exit recovery mode
- Repeat steps 2-4
Android
Important: Some of these steps work only on Android 8.0 and up. Learn how to check your Android version.
Restart your phone
If your phone is frozen with the screen on, hold down the power button for about 30 seconds to restart.
Check for Android updates
Important: Settings can vary by phone. For more info, contact the seller.
- Open your phone's Settings app
- Near the bottom, click System > Advanced > System update
- If needed, first click About phone or About tablet.
- Your update status will appear
- Follow any steps on the screen
Check storage and clear space
On most phones, you can check how much storage you have available in the Settings app. Settings can vary by phone. For more info, contact the seller.
Important: Your phone can start having issues when less than 10% of storage is free. If you're running low on storage, learn how to free up space.
Troubleshoot apps or check for app updates
- Open the Google Play Store app
- At the top right, click the profile icon
- Click Manage apps & devices
- Under "Updates available," choose to update all apps or a specific app
Close apps you're not using
Important: Settings can vary by phone. For more info, contact the seller.
- Open your phone's Settings app
- Click Apps & notifications > the app
- If needed, click See all apps or App info
- Click Force stop > OK
Tip: To help identify which apps are causing problems, make a list of the apps you force stop.
Find out whether an app causes your problem
Restart in safe mode
Important: Safe mode temporarily turns off all downloaded apps.
Restarting in safe mode varies by phone. To learn how to restart a phone in safe mode, visit your manufacturer's support site.
Check if the problem goes away
Check if the problem goes away. If it does, an app is likely causing your problem. Go to the next step. If the problem doesn't go away, skip to Advanced troubleshooting.
Restart your phone normally & check apps
- Restart your phone
- One by one, remove recently downloaded apps
- After each removal, restart your phone normally
- See whether removing that app solved the problem.
- After you remove the app that caused the problem, you can add back the other apps that you removed
Consider resetting your phone to factory settings
Important: A factory data reset will remove all data from your phone. While any data stored in your Google Account will be restored, all apps and their associated data will be uninstalled. Before you perform a factory data reset, we recommend backing up your phone.
Tip: If an app that you downloaded caused the issue and you reinstall that app, the problem could come back.
Still need help?
Remember to reach out to the seller with your concerns by logging into your Back Market account > My Orders > Ask for help. And we’re always happy to help, too!