We require that each device sent to us has the iCloud / Find my iPhone removed prior to diagnostics starting. 

If your device arrives with the iCloud / Find my iPhone turned ON, then any diagnostics will be placed on hold pending account removal. It is not possible for us to activate the device after restore to undertake any diagnostics.

The account can be removed on the device and if it does not power on it can be removed remotely from a computer as per the below guide.

Apple will remove the Find my iPhone account from your device if you contact them and provide proof of purchase.

 

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Apple iCloud
You can remove your device from your iCloud / Find my iPhone account on your device itself or online if the device no longer turns on or is no longer in your possession by following these simple instructions:

https://support.apple.com/en-gb/108934

If your device no longer turns on or is not in your possession, you can remove it using Find Devices on iCloud.com. Failing this we would recommend calling Apple Customer Services on 0800 107 6285. When speaking to them ask for them to remove the device from the account as above. They may ask for proof of purchase.

 

Apple or yourself are the only people that can remove the Find my iPhone account. Whilst we can check the locked status of your device remotely we cannot help any further with the removal of your account.

 

In some instances we can remove the account lock after a restore using your previous passcode lock. Please reply to our email to you with your old passcode if you would like us to do this.

 

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Google / Samsung / Huawei / Android
Please contact Google or Samsung directly for assistance in removing your account.

Both Google and Samsung have their own activation lock setup, and as such have different methods of removal. For Samsung phones it is possible to enable both types of activation locks (Activation Lock and Factory Reset Protection), in which case you would need to remove both.

Android / Google Activation Lock
You can remove the google activation lock from your device both on the device itself or online if the device no longer turns on or is no longer in your possession, for more information see here (If this does not work for you please contact Google directly):
https://support.google.com/android/answer/9459346

Samsung Factory Reset Protection
These steps are applicable to most Samsung devices. (Samsung's own instructions are here: Remove accounts from your Galaxy phone or tablet. If this does not work for you please contact Samsung directly):

  1. Open Settings.
  2. Tap Accounts and backup.
  3. Tap Manage accounts.
  4. Select your Google account.
  5. Tap Remove account, then tap Remove account again to confirm.
 Your Samsung factory reset protection has now been removed.
 

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If you are doing this after your device has arrived with us please login to your portal at https://mmi.services/phlogin and click the button to confirm your account has been removed. Our system is automated and your claim will not progress without this being completed.

Failure to remove any of these accounts or removing/providing your passcode lock can result in delays with your claim.

For more information regarding your claim please log in to your portal at https://mmi.services/phlogin using the login details provided in our first email to you.