Help centre Make a claim

Prepare your device for repair

Make a claim Help centre

Technician repairing a device at a repair centre

Step 1:

Back-up your device

1. Connect to Wi-Fi and power

Make sure your device is connected to Wi-Fi and plugged into a power source.

2. Open settings and tap your name

- iOS: Go to the Settings app and tap your name at the top of the screen.

- Android: Open the Settings app on your device.

3. Find backup options

- iOS: Go to iCloud > iCloud Backup

- Android: Go to Google > Backup (may appear as Backup & Rest on some devices)

4. Enable and start backup

- iOS: Tap Back Up Now and keep the device connected until it finishes.

- Android: Make sure Back Up to Google Drive is turned on, then tap Back Up Now.

5. Confirm backup completion

- iOS: Check the timestamp of the last backup in iCloud settings.

- Android: Check the latest backup date and time under Google Account > Backup.

Helpful tips:

Documents and data being uploaded to the cloud from a laptop

Step 2:

Turn off Find My Device / tracking services

These features must be disabled — we can’t repair devices with remote lock or tracking enabled.

Steps:

Disable on Apple devices (Find My iPhone/Mac)
Go to Settings > [Your Name] > Find My > Find My iPhone, then toggle it off and enter your Apple ID password.
For Macs: Go to System Settings > [Your Name] > iCloud > Find My Mac and turn it off.
Disable on Android devices
Go to Settings > Security > Find My Device, and turn it off.
Remove smartwatches from your account
Open the companion app on your phone (like Apple Watch app or Wear OS app) and unpair or remove the watch from your account.
Turn off tracking on laptops
Windows: Go to Settings > Privacy & security > Find my device and turn it off.
Mac: See step 1 above.

Helpful tips:

Red circle with a line through it placed over hand holding a phone showing a location pin

Step 3:

Wipe your data

Erase everything to protect your privacy and give us a clean device to work with.

iPhone or iPad: Go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings

Android phones or tablets: Go to Settings > System > Reset > Factory data reset, and confirm

Mac: Go to System Settings > General > Transfer or Reset Mac > Erase All Content and Settings

Windows laptop: Go to Settings > System > Recovery > Reset this PC > Remove everything

Smartwatches: Reset from the companion app or device settings. This varies by brand — check the manual if unsure.

Documents and data being erased from a laptop

Step 4:

Package your device

Careful packaging helps protect your device from damage during shipping.

Steps:

Turn off the device
Ensure the device is powered off before packing.
Wrap securely
Use bubble wrap or soft padding to protect the screen and body. Place it in a rigid box or padded envelope.
Do not include accessories
Please do not send chargers, cases, cables, or SIM cards — unless we specifically ask for them.

Device being placed in a parcel ready to send off for repair

Next Steps

Mail in repair

If you are preparing your device for a mail-in repair you can find further steps here

Mail-in Repair

Device exchange

If you are preparing your device for an exchange you'll find more information here

Device Exchange

SquareTrade Limited is registered in England (company no. 7165194) and is authorised under the Insurance Distribution Directive as an agent of Starr International (Europe) Limited (“STARR”) to carry out general insurance business. Its registered office address is C/O Fieldfisher Riverbank House, 2 Swan Lane, London, United Kingdom, EC4R 3TT. SquareTrade Limited (registered number 538538) is authorised and regulated by the Financial Conduct Authority and STARR is authorised and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

The insurer of your policy is STARR, and its registered office is 30 Fenchurch Avenue, London EC3M 5AD, United Kingdom. SquareTrade administers and handles claims under your policy on behalf of STARR.

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