Factory Reset Instructions

Click on your phone type below for instructions on how to back up and restore it to its original factory settings. Doing this should solve any software problems you’re experiencing.

Apple iOS

  1. Download iTunes on your computer

    Download iTunes or, if you already have it, make sure you have the latest version installed at this link: http://www.apple.com/itunes/download/

  2. Back up your data
    1. Plug your phone into your computer using the cable from your iPhone charger. iTunes should launch automatically and begin backing up your phone.
      1. If the backup does not begin automatically, open iTunes and click the iPhone icon in the upper-left section of the window. In Summary Settings, open Manually Back Up and Restore, then select Back Up Now.
    2. Wait for the backup to complete. If you haven’t backed up in a while (or ever), the process may take 30 minutes or more
  3. Reset your phone

    Once your phone is backed up, you can reset it. You can do this either of two ways:

    Reset via the Settings Menu

    If your touch screen works, this is the easiest method.

    1. Open the Settings app and tap General.
    2. Scroll to the bottom and tap Reset.
    3. Tap Erase All Content and Settings. If you have a passcode, you will be prompted to enter it.
    4. Confirm your selection and tap Reset Device.

    Reset via iTunes

    1. Plug your phone into your computer.
    2. In iTunes, click the Restore iPhonebutton.
    3. Follow instructions at this link: https://support.apple.com/en-us/HT201252

    The reset may take up to 10 minutes to complete.

  4. Test your phone

    Follow the on-screen instructions to set up your phone (select Set Up as New iPhone). Skip the Apple ID sign-in for now, in case the original issue was related to any of your content on iCloud. Then try using it to see if you experience the same issues. If it works successfully, your software issues are resolved.

    If the issues persist, the cause may be a hardware failure. Please file a new claim at www.SquareTrade.co.uk

  5. Restore your backup

    When your iPhone is working again, you can restore your data. Repeat the steps under “reset your phone” to reset it a second time. This time, select Restore from iTunes Backup once you begin setup.

    Following this step, your phone should be problem free. If the old problem returns once you’ve restored your backup, then an app is likely to be the cause. You will need to delete apps until you find the source of the problem (you can reinstall them after you find the faulty one).

Samsung

  1. Download Samsung’s Smart Switch on your computer

    Select either the PC or Mac version. You can download it at this link: http://www.samsung.com/us/smart-switch.

  2. Back up your data
    1. Plug your phone into your computer using the cable from your Samsung charger and launch Smart Switch.
    2. When the software recognizes your phone, click Back Up
    3. If you haven’t backed up in a while (or ever), the process may take 30 minutes or more.
  3. Reset your phone

    Once your phone is backed up, you can reset it. You can do this either of two ways:

    • Reset via the Settings Menu

      If your touchscreen works, this is the easiest method.

      1. Open the Settings app. Tap Backup and Reset.
      2. Tap Factory Data Reset.
      3. Confirm your selection and tap Reset Device.
    • Reset via Recovery Mode

      For step-by-step instructions and how-to video guides (in English), open the link below. Select your phone model at the top of the page: www.Resethard.com.

      Alternatively, for help to do this in your local language, please contact your manufacturer directly, who will be able to help: https://www.samsung.com/uk/support/

    The reset may take up to 10 minutes to complete.

  4. Test your phone

    Follow the on-screen instructions to set up your phone (select Set Up as New Device). Then try using it to see if you experience the same issues. If it works successfully, your software issues are resolved.

    If the issues persist, the cause may be a hardware failure. Please file a new claim at www.squareTrade.co.uk

  5. Restore your backup

    When your phone is working again, you can restore your data.

    1. Plug your phone into your computer and launch Smart Switch.
    2. Click Restore and then Restore Now.

    Following this step, your phone should be problem free. If the old problem returns once you’ve restored your backup, then an app is likely to be the cause. You will need to delete apps until you find the source of the problem (you can reinstall them after you find the faulty one).

HTC

  1. Download HTC’s Sync Manager software on your computer

    You can download it at this link: http://www.htc.com/us/software/htc-sync-manager.

  2. Back up your data
    1. Plug your phone into your computer using the cable from your HTC charger and launch Sync Manager.
    2. When the software recognizes your phone, click Transfer & Back Up.
    3. Under Back Up & Restore, check the box for Also Back Up Media Content. Then click Back Up Now.
    4. Wait for the backup to complete. If you haven’t backed up in a while (or ever), the process may take 30 minutes or more.
  3. Reset your phone

    Once your phone is backed up, you can reset it. You can do this either of two ways:

    • Reset via the Settings Menu

      If your touch screen works, this is the easiest method.

      1. Open the Settings app. Tap Back Up and Reset.
      2. Tap Factory Data Reset.
      3. Confirm your selection and tapReset Device.
    • Reset via Recovery Mode
      • For step-by-step instructions and how-to video guides (in English), open the link below. Select your phone model at the top of the page: www.Resethard.com.
      • Alternatively, for help to do this in your local language, please contact your manufacturer directly, who will be able to help: https://www.htc.com/uk/support/support

    The reset may take up to 10 minutes to complete.

  4. Test your phone

    Follow the on-screen instructions to set up your phone (select Set Up as New Device). Then try using it to see if you experience the same issues. If it works successfully, your software issues are resolved.

    If the issues persist, the cause may be a hardware failure. Please file a new claim at www.squareTrade.co.uk

  5. Restore your backup

    When your phone is working again, you can restore your data.

    1. Plug your phone into your computer and launch Sync Manager.
    2. Click Transfer & Backup.
    3. Under Backup & Restore, clickRestore.

    Following this step, your phone should be problem free. If the old problem returns once you’ve restored your backup, then an app is likely to be the cause. You will need to delete apps until you find the source of the problem (you can reinstall them after you find the faulty one).

LG

  1. Back up your data
    1. From your phone’s home screen, open your apps menu and tap Settings.
    2. Scroll down to Personaland tap Back Up & Reset.
    3. Tap LG Backup Service.
    4. Tap Back Up and Restore, then Back Up Data.
    5. Check the boxes for the things you want to keep, like photos and contacts. Then click Next and OK.
    6. Wait for the backup to complete. If you haven’t backed up in a while (or ever), the process may take 30 minutes or more.
  2. Copy the backup onto your computer
    1. Plug your phone into your computer using the cable from your LG charger.
    2. When your phone prompts you to select a USB connection method, choose Media Sync.
    3. On your computer, navigate to your phone’s storage and locate the LG Backupfolder. Then copy it into a folder on your computer.
    4. Once the backup is loaded on your computer, disconnect your phone.
  3. Reset your phone

    After your phone is backed up, you can reset it. You can do this either of two ways:

    • Reset via the Settings Menu

      If your touch screen works, this is the easiest method.

      1. Open the Settings app. Tap Back Up and Reset.
      2. Tap Factory Data Reset.
      3. Confirm your selection and tap Reset Device.
    • Reset via Recovery Mode
      • For step-by-step instructions and how-to video guides (in English), open the link below. Select your phone model at the top of the page: www.Resethard.com.
      • Alternatively, for help to do this in your local language, please contact your manufacturer directly, who will be able to help: https://www.lg.com/uk/support

      The reset may take up to 10 minutes to complete.

  4. Test your phone

    Follow the on-screen instructions to set up your phone (select Set Up as New Device). Then try using it to see if you experience the same issues. If it works successfully, your software issues are resolved.

    If the issues persist, the cause may be a hardware failure. Please file a new claim at www.SquareTrade.co.uk

  5. Restore your backup

    When your phone is working again, you can restore your data.

    1. Plug your phone into your computer.
    2. Copy the backup file you saved during the “copy the backup onto your computer” step.
    3. Navigate to the LG Backup folder on your device and paste the file.
    4. Open Settings and then Back Up and Restore.
    5. Tap Restore from Backup and select the correct file.
      1. Ensure everything you want to restore is checked. Then click Next and OK.

    Following this step, your phone should be problem free. If the old problem returns once you’ve restored your backup, then an app is likely to be the cause. You will need to delete apps until you find the source of the problem (you can reinstall them after you find the faulty one).

Other Android

  1. Use your choice of backup software, or use the built-in Android backup services to back up your data. For step-by-step instructions and guides, see the links below:
  2. Reset your phone

    Once your phone is backed up, you can reset it. You can do this either of two ways:

    • Reset via the Settings Menu

      If your touch screen works, this is the easiest method.

      1. Open the Settings app. Tap Back Up and Reset.
      2. Tap Factory Data Reset.
      3. Confirm your selection and tap Reset Device.
    • Reset via Recovery Mode

      For step-by-step instructions and how-to video guides (in English), open the link below. Select your phone model at the top of the page: www.Resethard.com.

      Alternatively, for help to do this in your local language, please contact your manufacturer directly, who will be able to help.

  3. Test your phone

    Follow the on-screen instructions to set up your phone (select Set Up as New Device). Then try using it to see if you experience the same issues. If it works successfully, your software issues are resolved.

    If the issues persist, the cause may be a hardware failure. Please file a new claim at www.SquareTrade.co.uk

  4. Restore your backup

    When your phone is working again, you can restore your data.

    Repeat the steps under “reset your phone” to reset it a second time. This time, select Restore from the Latest Backuponce you begin setup.

    Following this step, your phone should be problem free. If the old problem returns once you’ve restored your backup, then an app is likely to be the cause. You will need to delete apps until you find the source of the problem (you can reinstall them after you find the faulty one).