# MMI Services Help Centre > Public help centre for MMI Services customers. Answers about sending devices, managing repair claims, warranties, returns, and your customer portal. Operated by MMI Services / mendmyi Limited (UK Companies House registration 07705267). Contact: claims@mmi.services Main site: https://mmi.services Customer portal: https://mmi.services/phlogin ## Articles ### Sending Your Device #### Preparing your device ##### Your passcode lock Source: https://support.mmi.services/articles/your-passcode-lock Last updated: 2022-06-13T12:36:19Z We ask that you either factory reset your device, remove your passcode lock or provide your passcode lock. Without your passcode lock we can't test every feature of your device. Your claim may be for a simple screen repair however our policy is to fully test each and every function of each device both before and after repair. If you are unwilling to provide your passcode lock then please be aware that any subsequent faults following once your device is returned will result in a new claim. 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. ##### iCloud / Find my iPhone and Google / Samsung Account Locks Source: https://support.mmi.services/articles/icloud-find-my-iphone-and-google-samsung-account-locks Last updated: 2024-08-31T15:52:17Z 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.   ________________________________________________________ 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. 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.   ________________________________________________________   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. (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.  Your Samsung factory reset protection has now been removed.   ________________________________________________________   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. ##### SIM Cards Source: https://support.mmi.services/articles/sim-cards Last updated: 2019-04-08T08:19:02Z Please do not include your SIM card.  We have test SIM cards that we use to verify that your device gets signal both before and after repair. We will not be held liable in the instance that a SIM card is sent and not returned as per our terms and conditions It is your responsibility to make sure that your SIM card is not sent with your device. Please also note that we do not guarantee your data or accessories are returned with your device either Your Data, Your Accessories ##### Your Accessories Source: https://support.mmi.services/articles/your-accessories Last updated: 2019-04-08T08:17:06Z Please do not include any accessories. We will not be held liable in the instance that accessories are sent with a device and not returned as per our terms and conditions. This includes but is not limited to cases, charger cables, chargers, SIM cards, memory cards.   Please also note that we do not guarantee your sim card or data are returned with your device either SIM Cards, Your Data ##### Your Data Source: https://support.mmi.services/articles/your-data Last updated: 2019-04-08T08:19:43Z Our standard process includes a restore and deletion of data at the point of the device arriving with us. We will not be held liable in the instance that any and all data is lost during the claims procedure as per our terms and conditions. We would recommend you backup any and all data prior to sending your device to us. Please contact your respective manufacturer and reference their support documentation for assistance. Please also note that we do not guarantee your sim card or accessories are returned with your device either SIM Cards, Your Accessories ##### What do I need to include with my device when sending it? Source: https://support.mmi.services/articles/what-do-i-need-to-include-with-my-device-when-sending-it Last updated: 2024-07-26T14:01:10Z We don't require any accessories, SIM cards, memory cards or anything else except the device complete with it's battery. We would recommend adding a 'From' address on the packaging so that if the parcel has any problems in the couriers network they can return it to you. We can use the from address to allocate your device to your claim in the instance we can't match the serial or IMEI number. In the instance your device is damaged and does not turn on / can't be used please include the claim reference inside the packaging so that we can allocate your device to your claim upon arrival. We will not be held liable for any items that are not returned with your device - beyond your device itself. #### Postage & Collection ##### How to package and send your device Source: https://support.mmi.services/articles/how-to-package-and-send-your-device Last updated: 2017-06-15T10:47:12Z When sending your device to us please make sure it is packaged safely and discreetly and you use a fully tracked, recorded and insured postal / courier method.    Any damage / loss in transit is not covered under your insurance policy and will be between you and your postal / courier company. ##### How do I schedule a collection? Source: https://support.mmi.services/articles/how-do-i-schedule-a-collection Last updated: 2018-06-15T08:11:37Z You can find instructions to schedule a collection by logging in to your portal at https://mmi.services/phlogin If your portal contains no information on scheduling a collection then your claim is not eligible for a collection. ##### Where is my nearest drop off location? Source: https://support.mmi.services/articles/where-is-my-nearest-drop-off-location Last updated: 2018-06-15T08:07:33Z You can find instructions to find your nearest drop off location by logging in to your portal at https://mmi.services/phlogin If your portal contains no information on a drop off location then your claim is not eligible for drop off. ##### How do I retrieve my label? Source: https://support.mmi.services/articles/how-do-i-retrieve-my-label Last updated: 2018-06-15T08:08:06Z If you have been told you are to be provided with a shipping label you can find your label by logging in to your portal at https://mmi.services/phlogin From here there is a link called 'Open Label' which will open the label which can then be printed. If your portal contains no information on a label then your claim is not eligible for a label. ##### How will I know you've received my device? Source: https://support.mmi.services/articles/how-will-i-know-youve-received-my-device Last updated: 2017-06-15T12:04:24Z We provide emails at multiple stages along the claims process - this includes at the point that we book the device into our system when receiving it. Your portal will be updated once the device has arrived. Please login to view this. If we have not emailed you within 2 working days of delivery of the parcel to us please contact us by email at claims@mmi.services ### Your Claim #### Time Scales ##### How long will the diagnostics take? Source: https://support.mmi.services/articles/how-long-will-the-diagnostics-take Last updated: 2018-04-12T10:08:02Z We aim to provide our diagnostics report to your insurance company within 5 complete working days after receiving your device. Please note if the device arrives with us locked to iCloud or similar, this time scale will start from the device being verified as unlocked. In some instances, we require slightly longer. This is purely because we want the most effective and efficient diagnostics checks carried out for all parties. The easiest way for you to receive an update on your claim at this point is to check your portal. ##### How long will my repair take? Source: https://support.mmi.services/articles/how-long-will-my-repair-take Last updated: 2017-07-21T12:46:00Z From the point of authorisation by your insurance company we allow an estimated 1-5 whole working days to complete your repair. Please note that Saturdays, Sundays and bank holidays are not treated as working days.  If your device requires parts to be sourced then this can delay the repair. The easiest way for you to receive an update on your claim at this point is to check your portal. ##### How long will it take to receive my replacement device? Source: https://support.mmi.services/articles/how-long-will-it-take-to-receive-my-replacement-device Last updated: 2018-06-15T08:09:03Z From the point of authorisation by your insurance company we allow an estimated 1-5 working days to despatch your replacement to you. Please note that Saturdays, Sundays and bank holidays are not treated as working days. The easiest way for you to receive an update on your claim at this point is to check your portal. #### Your Portal ##### How do I login to my portal? Source: https://support.mmi.services/articles/how-do-i-login-to-my-portal Last updated: 2016-10-21T15:18:17Z You can login to your portal at https://mmi.services/phlogin using the username and password provided in your initial email from us. If you can't locate your username and password please email claims@mmi.services and we will reply with them. ##### Updates on your claim Source: https://support.mmi.services/articles/updates-on-your-claim Last updated: 2016-10-21T15:37:40Z You can view the latest update on your claim by logging in to your portal at https://mmi.services/phlogin The portal is updated at each point of your claim. ##### I haven't heard from you Source: https://support.mmi.services/articles/i-havent-heard-from-you Last updated: 2017-08-04T17:57:54Z Our communication is predominately digital via email. The emails we send are tracked as they are sent, processed, delivered and opened. If you have not heard from us please email claims@mmi.services quoting your claim reference and concerns. ##### Changing your delivery address Source: https://support.mmi.services/articles/changing-your-delivery-address Last updated: 2018-04-17T09:13:55Z To change your delivery address please login to your portal at https://mmi.services/phlogin using the login information provided to you when opening your claim. In the bottom right corner under your existing address is a button labelled 'Change Address'. After submitting an address change it will be verified by us and either accepted or rejected. We will inform you by email if your address change is rejected. Please note that any changes of address after the claim has been quality control checked (Status Service Complete) will be rejected. This includes any change of address after the device has been despatched. Please contact the relevant courier for any delivery alterations at this point. #### Warranty & Contact ##### Your Warranty Source: https://support.mmi.services/articles/your-warranty Last updated: 2018-06-15T08:10:39Z Your warranty is explained in our terms and conditions which you agree to when you first login to your portal. ##### Return Instructions Source: https://support.mmi.services/articles/return-instructions Last updated: 2026-05-29T12:00:00Z Each device is tested multiple times prior to despatch to try and prevent any potential problems upon return. Unfortunately with electronics faults can appear at any time. Need to open a request for service under warranty? Please email claims@mmi.services from the email address registered with your claim with your claim reference (available in the subject of previous communication). Please include: - a full detailed description of the fault(s) you are experiencing - a detailed description of how we can recreate the fault(s) - clear images of the device from all 6 sides - we require images of the display with the LCD/OLED (display) on and off (2 images) We may ask you to perform remote diagnostics? We may ask you to download our diagnostics app from the App Store and perform remote diagnostics. The app can be found here https://apps.apple.com/gb/app/m360-diagnostics/id1537787194  The email at the end is for you to be sent a copy of the report and will help us to link the report to your claim. Please use email claims@mmi.services if you don't want to enter your own email address. Please select 'All Tests' when opening the app and when it is completed please share the report to us by using SHOP ID: K6T5J   What happens next? If the device requires returning to us we will send you a new portal login by reply to your email. Please make sure you use your new portal login details so the correct information is displayed. If we have any questions or require any more information we will reply to your email.   What if I have an issue which is not covered under warranty? In this instance we will ask you to contact your insurance company to raise a new claim.   Please be aware that if the device is returned to us and we can't recreate any fault(s) or the issue is not covered under warranty with us then a £25 admin fee will need to be paid by bank transfer. ##### How to contact us Source: https://support.mmi.services/articles/how-to-contact-us Last updated: 2016-10-21T15:33:12Z Please email claims@mmi.services quoting your unique claim reference. We aim to respond to all emails within 24 hours Monday-Friday. If your email address is different to that registered with your claim then it may delay our response.