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.
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.
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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/kb/ph2702?locale=en_US
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.
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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://www.samsung.com/us/support/answer/ANS00083965/
Samsung Factory Reset Protection
These steps are applicable to most Samsung devices. (If this does not work for you please contact Samsung directly):
- On the phone's home screen, tap Apps.
- Select Settings.
- Tap on Accounts.
- Tap on the account you wish to remove.
- Select More in the top right corner of the screen.
- Tap on Remove Account.
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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.