📦 Sending your Samsung device back to us? You'll need to make sure you complete a few simple steps so we can easily process it back at our warehouse.
Please ensure you follow these instructions whether you are returning your device for the end of your agreement, or because it is faulty.
Step 1: Back up your data 📲
👇 To backup your data using your Samsung device with a Samsung account, follow the steps below*:
1️⃣ Go to Settings and then tap Accounts and Backup.
2️⃣ Tap Back up and Restore.
3️⃣ Tap Back up Data under the Samsung Account tab. You may need to sign in to your Samsung account at this stage.
4️⃣ Select the apps and data you'd like to backup, then tap Back up.
🎉 Once complete tap Done. Your data will be backed up.
*The above steps are only for devices that are running Android Pie and above. For previous versions, please see below:
👉 Android version Nougat / Oreo: Go to Settings > Clouds and accounts > Backup and Restore > Backup data > [Select your data] > tap Back Up
👉 Android version Marshmallow / Lollipop / Kitkat: Go to Apps > Settings > Cloud > Backup > [Select your data] > tap Back up now
👇 To backup your data using your Samsung device with a Google account, follow the steps below:
1️⃣ Go to Settings and then tap Accounts and Backup.
2️⃣ Tap Back up and Restore.
3️⃣ Under the Google Account tab, there will be several options to choose from:
👉 Tap Back up my data, then activate the switch for automatic updates.
👉 Tap Backup Account to choose or change which Google account your backups are saved to.
👉 Tap Google Account to manage your account and backups.
👉 Activate Automatic Restore to restore your app settings and data when an app is reinstalled to your device.
🎉 Once complete, your data will be backed up.
*The above steps are only for devices that are running Android Pie and above. For previous versions, please see below:
👉 Android version Nougat / Oreo: Go to Settings > Clouds and accounts > Backup and Restore > Backup data > [Select your data] > tap Back Up
👉 Android version Marshmallow / Lollipop / Kitkat: Go to Apps > Settings > Backup and reset
✅ Once complete, your data will be backed up.
Step 2: Remove your Samsung account 🔐
👇 To remove your Samsung account from your device, follow the steps below:
1️⃣ Go to Settings
2️⃣ Tap Accounts and backup or Clouds and accounts
3️⃣ Then tap Accounts and select the account you'd like to remove
4️⃣ Tap Personal info and then tap More options
5️⃣ Then tap Remove Account then Remove
6️⃣ Enter your Samsung Account password and then tap Done to finalise the removal of your account.
Step 3: Erase the contents from your Samsung device 📲
👇 After performing removing your account, follow the steps below to erase the contents and settings from your device:
❗ Your personal information cannot be recovered after doing this, so please save any personal information you need to your computer before you do it.
1️⃣ From the Home screen, tap Apps
2️⃣ Tap Settings > Backup and reset > Factory data reset
3️⃣ Read the information provided then tap Reset device
4️⃣ If you have a security lock enabled on the device you will be prompted to enter the lock information before proceeding.
5️⃣ Tap Delete all to delete all the information and downloaded applications.
👇 After erasing the content from your device, follow the steps below to remove Find My Mobile from your device:
1️⃣ Tap Settings
2️⃣ Tap Biometrics and security
3️⃣ Tap Find My Mobile
4️⃣ Swipe the slider Off and enter your Samsung account details.
✅ Your account will be removed from your Samsung device and the contents will be erased.
Now that you've prepared your device to be returned, you're almost ready to post it back to us. Find out how to return it for:
▶ Cancellations within the cooling-off period
▶ Warranty claims
▶ Upgrades
▶ End of agreement cancellations
Other information: