• 1.iPhone & iPad
  • Force restart your iPhone or iPad


    You should force restart your iPhone or iPad as a last resort, and only if it's not responding. Follow these steps to force restart your device:
    • On an iPhone 7 or iPhone 7 Plus. Press and hold both the Sleep/Wake and Volume Down buttons for at least ten seconds, until you see the Apple logo.
    • On an iPhone 6s and earlier, or iPad. Press and hold both the Sleep/Wake and Home buttons for at least ten seconds, until you see the Apple logo.

    To simply restart, see support.apple.com/HT201559.

  • Preparing for Service

    Make sure your device is ready for service by completing the following steps:
    • Back up your data to iCloud or iTunes
    • Turn off Find my iPhone

    Choose a back up method
    Use iCloud to back up your iOS devices if you want an
    automatic backup solution, you want to restore content to your device from almost anywhere using Wi-Fi, you don’t connect your device to a computer very often, or you don't own a computer.

    Use iTunes if you frequently use the computer that hosts your backups, you don't have an iCloud account or don't want to use iCloud, you want on-site and networked backups, or you'd like to have a manual or secondary backup to use with your iCloud back up.

    For more information on back up options, go to support.apple.com/HT204136.

  • Back up using iCloud

    If you're using iCloud, it can automatically back up your content. Use these steps to turn on iCloud Backup:
    1. Connect your device to a Wi-Fi network.
    2. Tap Settings, then scroll down and tap iCloud.
    3. Scroll down, tap Backup, and make sure that iCloud Backup is turned on. Tap Back Up Now.

    After you turn on iCloud Backup, iCloud will back up your content automatically. You can return to this screen to see when the last back up happened. Use a broadband Wi-Fi connection and plug your device into a power source when backing up.

    To back up using iTunes, go to support.apple.com/HT203977.

  • Restore using iCloud

    Use these steps if you have a new iOS device, or you need to to restore after a factory reset:
    1. Turn on your device. You should see a Hello screen.
    2. Follow the steps in the iOS Setup Assistant until you reach the Apps & Data screen, then tap Restore from iCloud Backup.
    3. Sign in with your Apple ID, then choose a backup.

    Stay connected and wait for a progress bar to appear and complete. Depending on the size of the backup and the network speed, the progress bar might need a few minutes to an hour to complete. If you disconnect from Wi-Fi too soon, the progress will pause until you reconnect.

    Now you can finish setup and enjoy your device. Content like your apps, photos, music, and other information will continue to restore in the background for the next several hours or days, depending on the amount of information there is. Try to connect often to Wi-Fi and power to let the process complete.

    To restore using iTunes, go to support.apple.com/ht204184.

  • If you forgot your Apple ID password

    1. Go to iforgot.apple.com.
    2. Enter your Apple ID, then click Continue. You can then see how to reset your password depending on security features you're using with your account.

    Answer your security questions
    If you know answers to your security questions, select “Answer security questions” and follow the steps.

    Get an email
    If you select “Get an email,” Apple will send an email to your primary or rescue email address to reset password.

    Two-factor authentication
    If two-factor authentication is enabled, you can reset password from your trusted iPhone, iPad, or iPod touch or on iforgot.apple.com. These steps will work only from a trusted device with a device passcode enabled.

    Two-step verification
    If you set up two-step verification, you will need your recovery key and a trusted device to reset password.

    For full article, go to support.apple.com/HT201487.

  • Find My iPhone Activation Lock

    Find My iPhone includes Activation Lock—a feature designed to prevent others from using your iPhone or iPad if it's ever lost or stolen. Activation Lock is enabled when you turn on Find My iPhone on iOS 7 or later.

    Do I need to turn off Find My iPhone before service?
    Yes. If Find My iPhone is on, technicians might not be able to perform service on your device.

    Turning off Find My iPhone from the device
    1. Tap Settings > iCloud.
    2. Scroll down, tap Sign Out, then tap Sign Out again.
    3. Tap Delete from My iPhone and enter your password.

    Turning off Find My iPhone from a computer
    1. Go to icloud.com/find.
    2. Sign in with your Apple ID (the one used with iCloud).
    3. Click All Devices, select the device sent for service, then click Remove from Account.
    4. If you don’t see Remove from Account, click All Devices again, then click the Delete button next to the device.

    For full article, go to support.apple.com/kb/PH21251.