Before you start

Before performing a factory reset, we recommend you try the following:

  • Restart the device
  • Check that aeroplane mode is turned off and mobile data is turned on
  • Check for software updates
  • Check you have data left in your allowance
  • You can also try resetting network settings to see if that helps.

If you’re still having issues, follow the steps below to perform a factory reset. 

Important: This will erase all data from the device, including photos and videos of friends and family, text messages, contacts, and apps. Please make sure you’ve backed up all your important data.

Factory reset for an Apple device

Follow these steps to erase all data and reset your Apple device to its factory settings.

  1. In the Settings menu, select General
  2. Select Erase All Content and Settings. 

If this stops your device from restarting, hold both the Sleep/Wake and Home buttons for at least ten seconds until you see the Apple logo  

Alternatively, you can perform a factory reset through iTunes. See the Apple website for more information on that option. 

Factory reset for a Samsung device

Follow these steps to erase all data and reset your Samsung device to its factory settings.

  1. In the Settings menu, select Back Up & Reset
  2. Select Reset Phone, then Reset All Data  

If this stops your device from restarting, hold the Volume up, Home, and Power buttons for 2-3 seconds. Let go of the Power button, then press Volume down to highlight Factory Reset. Press the Power button to reset the phone.

Factory reset for other devices

For more instructions on how to factory reset your device, see our interactive device guides.

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