How do I prepare my phone for a return?

For any warranty claim, the first mandatory step is to download and install the latest software update of the operating system. Check your phone afterwards. The download might actually resolve your issue.  

The process of updating your phone’s software can vary from one phone model to another. Here are two examples:

Android: Settings → Software update → Manually download updates

iPhone: Settings → General → Software update

Save your personal data (pics, videos, texts, contacts, etc.) on an external source. You won’t be able to retrieve them afterwards. Fizz does not save your personal data, and offers no guarantee in this respect.

You can download the content of your phone via iCloud, your Google account, your Samsung account or other. Check the procedure directly on the site of these platforms.

This process may vary, depending on the type of phone. Here are two examples:

Android: Settings → Cloud and accounts → Backup and restore → Back up data

iPhone: Settings → iCloud → Backup

You must disable the lock function for your phone’s home screen so technicians can easily access it to inspect it.  

This process may vary, depending on the type of phone. Here are two examples:

Android: Settings (You can find Settings by tapping the cog icon) →  Security → Screen lock → Enter your passcode to confirm you are you → None

iPhone: Settings → Touch ID & Passcode (or Face ID & Passcode) → Enter your passcode to confirm the operation → Off

Disable the function to locate your phone, and sign out of your Google account or Apple ID.

This process may vary, depending on the type of phone. Here are two examples:

Android: Settings → Cloud and Accounts → Accounts → Select your Google Account → Remove Account

iPhone: Settings → Apple ID section → Choose your phone → Find my iPhone → OFF

You’ll want to turn off iMessage if you’ll be using a non-Apple phone while yours is at Fizz because you won’t get SMS or text messages someone sends you from an iPhone. Steps to follow are here: https://selfsolve.apple.com/deregister-imessage/

Use the key tool ejector or a very pointy object to pop out your phone’s tray, and remove your SIM card.  

Your SIM card is associated to your mobile plan. You can use it in another phone while yours is away. Simply pop it in that other phone, and start using your plan.  

If you won’t be using another phone while yours is at Fizz, put your SIM card in a safe place so you don’t lose it.  

If you have a memory card in your phone, make sure to retrieve it as well. You’ll most likely need a fine and pointy object to eject the slot, usually located on the side of the phone.

Restoring your phone to its factory settings will protect your privacy because all of your contacts, texts or emails accounts will be deleted from your phone. It will also allow the technicians to inspect it.

Once done, do NOT follow the instructions to reconfigure your phone. It must remain set to factory settings without any lock codes for technicians to be able to easily access it. 

This process may vary, depending on the type of phone. Here are two examples:

Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings

iPhone: Settings → General → Reset → Erase all content and settings

**Check whether the issue is still there before configuring and personalizing your phone, or installing apps.**

There are a few important items to know when packing and sending your phone. 

See the detailed instructions