Before returning your device from programs such as Go Mobile Swap (Mobile Lease) or New Phone and Tablet Feeling, you will need to back up your device, turn off location/locking features such as ‘Find My iPhone’, remove your SIM card and reset the device to factory settings.

Back up your phone

Save your contacts, messages, photos, videos and music to your computer, or you might like to use a cloud service, SD card, or external hard drive.

You can also transfer content to your new phone over Wi-Fi, backup your data to the cloud, and run your own health checks with the Telstra Device Care App.

Turn off device tracking

Device or activation locks may prevent the phone from being wiped and factory reset. Customers who return phones with a device or activation lock enabled may be charged a fee.

Ensure that all tracking has been turned off before you return it.

iOS phones

The best way to turn off ‘Find My iPhone’ is to go to your ‘Settings’, tap ‘Apple ID’, then ‘iCloud’, followed by ‘Find my iPhone/iPad’ and turn it off. You should also remove your iPhone from your iCloud account.

Google Android phones

To remove any Google activation locks, remove your Google account from your phone. This will also remove all settings on your phone. Go to ‘Settings’, tap ‘Users & accounts’, tap the account you want to remove then ‘Remove account’.  

Other operating systems

To remove device locks for other phone types, visit our Mobile Support section.

Remove your SIM card and factory reset your phone

You can find the instructions on how to do this in the user manual you received with your original phone or visit our mobile support page.

Important legal rights called Consumer Guarantees

For products you buy from us, you also have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.

You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is ‘major’. For more information about what constitutes a “major” fault, Consumer Guarantees and your return rights, please visit Faulty products – know your rights.





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