Prepping your device for a return and need to know how to sign out of your accounts and remove personal info? We’ve got you covered.
How do I know if my device needs data removal?
All devices linked to an iCloud/Google/Samsung account need to be disconnected before return.
Here are some examples of devices to disconnect:
- iPad or iPod Touch
- Apple Watch
- MacBook or iMac
- Samsung/Android smartphones & tablets
- Android Smartwatch
- Windows computer
My device isn't working/starting, can I still remove my accounts?
Yes, you can still remove accounts/data even if:
- Your device isn’t working
- You don’t have access to settings
- You don’t have the device with you
- The touch screen doesn’t work
I don't have another device to connect to my iCloud (Apple ID)/Google/Samsung account, how can I log out?
If you don't have another Apple/Android device with you, it's still possible to disconnect your account. Answer the questions in step 4 to learn how.
How do I remove data from my device?
Remove your data and unlink your accounts in a snap by answering a few questions for us. This helps us give you relevant instructions based on your device.
How do I delete the eSIM from my device?
You’ll need to disconnect your eSIM from your device if you return it to the seller for a refund (within the first 30 days) or repair.
If your phone still works:
You have 2 options to remove the eSIM.
Option 1: Go to “Settings” > “Mobile Data” > “Delete eSIM”.
Option 2: When you restore your device, you can choose to erase your eSIM.
If your phone won’t turn on:
You’ll need to contact your carrier to disconnect the eSIM from your broken device. Learn more about eSIMs on Apple devices
It's also worth mentioning that your carrier might have the best information for you. If you have questions, contact your phone plan provider directly.
Should I send proof of disconnection?
No need to send us proof of account disconnection. After the device gets to the seller, they’ll make sure no personal information or accounts are on it before processing your request. If they notice passwords, accounts, or any blockers still on the device, we’ll reach out to you for further information.