Getting a device repaired without losing your data or privacy

A cracked screen or a dead battery is not the end of the world, but handing over your phone with all your messages, photos and banking apps inside needs some thought. Choose the right repairer and prepare the device first.

Choosing where to repair

• Check first whether the problem is covered by the manufacturer's warranty or your insurance; the Contracts, Purchases and Your Rights module explains warranties and faulty goods rights.
• Manufacturer or authorised repairers use approved parts and keep the warranty intact, though they may cost more for out-of-warranty work.
• Independent shops can be cheaper and faster: ask for a written quote, what parts they use, and whether they give a guarantee on the repair.
• Some repairs require proof of purchase, so bring your receipt if possible (Apple).
• Your university IT service desk can often diagnose laptop problems free before you pay anyone.

Before you hand it over: iPhone

• Back up the device and check iCloud shows it as saved (Apple).
• Remove cards and passes from Wallet and turn off Apple Cash (Apple).
• Prepare Find My: on newer iOS versions turn on 'Ready for Repair or Trade-In' in the Find My app; on older versions turn off Find My (Apple).
• Bring photo ID such as a passport, and book an appointment if one is needed (Apple).

Before you hand it over: Android

• Back up first, because a repair may still reset the device (Techlicious).
• Google Pixel phones (Android 14, December 2023 update or later) have Repair Mode: Settings, System, Repair Mode. It needs about 2 GB free (Techlicious).
• Samsung Galaxy phones on One UI 5 or later have Maintenance Mode: Settings, Device Care, Maintenance Mode. It needs about 1.5 GB free (Techlicious).
• These modes lock your personal data and apps away so the technician only sees a clean profile (Techlicious).
• If your phone has neither, back up and consider a factory reset for major repairs, following the NCSC's advice on erasing devices.

Protecting your passcode and accounts

• Never share your account password or passcode: Apple says its staff and authorised service providers will not ask for them.
• If a technician needs your passcode for software support, enter it yourself rather than writing it down, and stay with the technician while they have access (Apple).
• For laptops, back up, sign out of personal accounts you can, and ask whether the shop needs your login at all.
• If you cannot avoid sharing a laptop password, change it as soon as you get the device back.

When you get it back

• The device may have been erased: restore from your backup, or set it up as new (Apple).
• Turn Find My back on if you switched it off (Apple), or turn off Repair or Maintenance Mode (Techlicious).
• Test everything before you leave the shop: screen, cameras, speakers, microphone, charging and Wi-Fi.
• Keep the receipt and repair notes in your digital paperwork folder in case the fault returns.