What to Do Before Sending Your Phone for Repair (Essential Checklist)

The Critical Pre-Shipping Checklist: Don't Send Your Device Until You've Done This

Sending your smartphone, tablet, or laptop away for repair is nerve-wracking enough without discovering—once it's already in the post—that you forgot to back up your photos, disable the anti-theft lock, or remove your banking app. Unlike handing your device to a technician in a shop where you can immediately address these issues, mail-in repairs require methodical preparation. Miss a critical step and your device could be returned unrepaired, your data lost forever, or your repair delayed by days while we wait for security codes.

This comprehensive guide walks you through every preparation step before posting your device to celltech Repairs. From backing up irreplaceable data to photographing your device's condition for insurance purposes, these 20 minutes of preparation save hours of frustration and protect your privacy, data, and investment. Whether you're sending an iPhone with a cracked screen or a MacBook with liquid damage, this checklist applies universally to all mail-in device repairs.

Did You Know?

Time Investment Required: Allow 20-30 minutes for data backup, 5-10 minutes for security setup changes, 10 minutes for physical preparation and photography, and 10 minutes for packing. Total: 45-60 minutes before your Post Office trip. Don't rush this—methodical preparation prevents catastrophic data loss.

Step 1: Back Up Your Data (Non-Negotiable)

Before your device leaves your hands, assume it will return factory-reset or completely wiped. While we make every effort to preserve data during repairs, certain faults—liquid damage, logic board failure, iOS/Android corruption—can make data unrecoverable. Technicians may need to reinstall operating systems, replace storage components, or perform resets to complete diagnostics.

iPhone/iPad Backup Methods

Apple devices offer two comprehensive backup options:

iCloud Backup (Wireless, Easiest):

1. Connect your iPhone/iPad to WiFi and plug in to charge
2. Open Settings → [Your Name] → iCloud → iCloud Backup
3. Tap "Back Up Now" and wait for completion (10-60 minutes depending on data size)
4. Verify backup completed: Settings → [Your Name] → iCloud → iCloud Backup shows today's date

iTunes/Finder Backup (Wired, More Complete):

1. Connect iPhone/iPad to Mac/PC via Lightning/USB-C cable
2. Open Finder (macOS Catalina+) or iTunes (Windows/older macOS)
3. Select your device, click "Back Up Now"
4. Select "Encrypt local backup" to include passwords, Health data, and HomeKit settings
5. Wait for completion (15-90 minutes), verify backup completed in preferences

iCloud backups are limited by your storage plan (5GB free, often insufficient). A local iTunes/Finder backup has no size limit and includes more data categories. Use both if possible.

Android Backup Methods

Android backup is fragmented across Google services and manufacturer tools:

Google One Backup (Built-in):

1. Open Settings → Google → Backup (or Settings → System → Backup on some devices)
2. Ensure "Back up to Google Drive" is enabled
3. Tap "Back up now" and wait for completion
4. Verify: Photos (Google Photos), Contacts (Google Contacts), Calendar (Google Calendar), App Data (Google Drive)

Samsung Smart Switch (Samsung-specific):

1. Download Smart Switch PC software from samsung.com/uk/support/smart-switch/
2. Connect Galaxy device via USB cable
3. Click "Back up" in Smart Switch, select data categories
4. Wait for completion (includes photos, messages, call logs, app data)

OnePlus/Xiaomi/Other Manufacturers: Check Settings → System → Backup for manufacturer-specific cloud backup tools. Most support Google Drive as a backup destination.

What Backups Don't Include (Manually Save These)

Standard backups often miss:

• WhatsApp/Signal/Telegram chat history: Open each app's settings and manually back up chats to Google Drive/iCloud
• Downloaded files: Documents, PDFs, downloaded music—copy to cloud storage (Google Drive, Dropbox, OneDrive)
• App-specific data: Some apps (games, banking apps, fitness apps) don't back up to cloud—check each app's settings for export options
• Two-factor authentication codes: If you use Google Authenticator or Authy, ensure codes are synced to your account (or you have backup codes saved)

Did You Know?

Critical Warning: WhatsApp chat backup is NOT automatic. Open WhatsApp → Settings → Chats → Chat Backup → Back Up Now before sending your device. Without this, months or years of conversations are permanently lost if your phone is wiped.

Step 2: Disable All Security Locks and Anti-Theft Features

This is the single most common reason mail-in repairs get delayed or refused. Activation Lock (iPhone) and Factory Reset Protection (Android) prevent technicians from diagnosing, testing, or repairing your device if they can't get past the lock screen. We cannot crack passwords or bypass security—it's illegal under the Computer Misuse Act.

iPhone/iPad: Disable Find My and Face ID/Touch ID

1. Disable Find My iPhone: Settings → [Your Name] → Find My → Find My iPhone → Toggle OFF. You'll need to enter your Apple ID password.
2. Turn off Face ID/Touch ID: Settings → Face ID & Passcode (or Touch ID & Passcode) → Turn Passcode Off. Enter your passcode to confirm.
3. Remove Screen Time restrictions: If you use Screen Time with a passcode, disable it: Settings → Screen Time → Turn Off Screen Time
4. Remove SIM PIN: Settings → Mobile Data (or Cellular) → SIM PIN → Toggle OFF

Verify Find My is off: open the Find My app on another Apple device or visit icloud.com/find—your device should not appear in the list.

Android: Disable Find My Device and Screen Lock

1. Disable Find My Device: Settings → Security → Find My Device → Toggle OFF
2. Remove Screen Lock: Settings → Security → Screen Lock → Select "None" or "Swipe" (no PIN/pattern/biometric)
3. Samsung users: Settings → Biometrics and Security → Find My Mobile → Toggle OFF. Also disable "Secure Folder" if you use it.
4. Remove Google account (optional but recommended): Settings → Accounts → Google → Remove Account. This fully disables Factory Reset Protection.

Verify: Lock your screen—it should swipe open without asking for PIN, pattern, or fingerprint.

Why This Matters

If your iPhone arrives with Find My enabled, we cannot:

• Power on the device to test the repair
• Access Settings to run diagnostics
• Install iOS updates if required for repair
• Factory reset if the repair requires it (liquid damage, software corruption)

We'll email you requesting the Apple ID password. If you don't respond within 24 hours, your device sits idle. If you've forgotten your Apple ID password, your repair cannot proceed—we return your device unrepaired and charge the £19.95 diagnostic fee.

Step 3: Remove SIM Card, Memory Card, and All Accessories

Postal parcels get shaken, dropped, and stacked. SIM cards can fall out of trays and disappear. Memory cards containing years of photos can become dislodged. Accessories packed inside the box can scratch or damage your device during transit.

What to Remove

• SIM card: Use the SIM ejector tool (or a paperclip) to eject the SIM tray. Remove the SIM card and store it safely—do NOT send it with your device.
• MicroSD card: If your device has expandable storage (Samsung, LG, older phones), remove the memory card. Keep it safe at home.
• Phone case: Remove all cases, bumpers, and covers. We need access to all edges and ports.
• Screen protectors: Leave tempered glass or film protectors on if already applied—they protect the screen during transit. We'll remove them during repair if necessary.
• Pop sockets, grips, stands: Remove all adhesive accessories. They interfere with disassembly and can damage under postal pressure.
• Headphones, cables, chargers: Never pack accessories with your device. We don't need them for repair, and they add weight (increasing postage cost) and damage risk.

The only thing you should send is the device itself, wrapped securely in bubble wrap, with a printed note containing your booking reference number and contact details inside the box.

Did You Know?

SIM Card Reminder: Your SIM card is your phone number, contacts (if stored on SIM), and mobile account. Losing it means visiting your network provider for a replacement (often £5-£10) and waiting 24-48 hours for activation. Keep it safe at home—better yet, pop it into an old spare phone so you stay contactable during the repair.

Step 4: Photograph Your Device from Every Angle

This 5-minute step is your insurance evidence if Royal Mail loses or damages your parcel, or if there's a dispute about pre-existing damage vs. transit damage. Photograph your device before packing it—not just for claim purposes, but to document its condition for our records.

What to Photograph

Take clear, well-lit photos of:

1. Front of device (screen on): Power on, display a white screen (open Notes app or Google), photograph to show any cracks, dead pixels, or discolouration
2. Front (screen off): Shows any scratches, scuffs, or chips around the bezels
3. Back of device: Camera lenses, logos, any dents or scratches
4. All four edges: Top, bottom, left side, right side—shows any impact damage, port condition, button wear
5. Specific damage areas: If you're sending for a cracked screen, take a close-up of the crack from multiple angles
6. IMEI/serial number: Settings → General → About (iPhone) or Settings → About Phone (Android). Screenshot or photograph this screen.
7. Packaged device: Before sealing the box, photograph your device wrapped in bubble wrap inside the box, showing cushioning on all sides

Save these photos to cloud storage (Google Photos, iCloud, Dropbox) so they're accessible even after your device is gone. Email yourself a copy or upload to a shared drive.

Why This Matters for Insurance Claims

Royal Mail damage claims require proof that damage occurred during transit, not before. If you send a device with a cracked screen (for battery replacement) and it arrives with the crack plus a dented chassis, you can claim for the chassis damage but only if you have photos proving it wasn't dented when you sent it.

Photos also protect you from disputes: if we receive a device with additional damage you didn't mention in your booking, photos prove whether it happened before or during transit.

Step 5: Note Your Device's IMEI and Serial Number

The IMEI (International Mobile Equipment Identity) is your device's unique 15-digit fingerprint. If your device is lost in transit, the IMEI is essential for insurance claims, police reports, and blacklist checks. The serial number (for tablets, laptops, smartwatches) serves the same purpose.

How to Find Your IMEI/Serial Number

iPhone/iPad:

• Settings → General → About → scroll to IMEI and Serial Number
• Or dial *#06# on iPhone (IMEI displays immediately)
• Or check the original box label (IMEI printed on barcode sticker)

Android:

• Settings → About Phone → Status → IMEI information
• Or dial *#06# (works on all Android devices)
• Or check the original box or SIM tray (IMEI often printed on tray)

Laptops/Tablets/Smartwatches:

• Check Settings → About or System Information for serial number
• Or look for a label on the device chassis (bottom of laptops, back of tablets)
• Or check the original box/purchase receipt

Write down the IMEI/serial number and store it securely (password manager, email to yourself, note in your phone contacts). Include it in your booking form when you book your repair.

Step 6: Charge Your Device to 50-60%

Devices stored or transported with completely flat batteries can enter "deep discharge" state, making them harder to revive. Fully charged batteries (90-100%) are more volatile under temperature fluctuations during postal transit. The sweet spot is 50-60%—enough charge for technicians to power on and diagnose immediately upon arrival, but not so high that battery stress becomes a risk.

Charging Instructions

1. Check current battery level: Settings → Battery (or swipe down to view percentage)
2. If below 50%, charge to 50-60% using the original charger
3. If above 70%, use your device normally until it drops to 50-60% (or leave it unplugged overnight)
4. Power off the device before packing (hold power button → Slide to Power Off on iPhone, or hold power → Power Off on Android)

Do not send a device that's completely dead (0% battery). If your device won't charge at all (charging port fault), that's fine—mention it in your booking notes so we're prepared.

Step 7: Clean Your Device

Technicians work on dozens of devices per week. A grimy, greasy phone covered in fingerprints and pocket lint is unpleasant to handle and unprofessional to receive. A quick clean shows respect for the repair team and ensures debris doesn't interfere with diagnostics or repair.

Quick Cleaning Routine

1. Screen: Wipe with a microfibre cloth (slightly dampened with water or screen cleaner). Remove fingerprints, smudges, and dust.
2. Ports: Use a wooden toothpick or anti-static brush to gently remove lint from charging port, headphone jack, and speaker grilles. Never use metal objects (pins, needles)—they can short-circuit or scratch contacts.
3. Chassis: Wipe down all edges, back, and sides with a slightly damp cloth. Avoid getting moisture in ports.
4. Camera lenses: Gently wipe with microfibre cloth to remove smudges.

If your device has been exposed to liquid (coffee, water, beer), do NOT attempt to clean it yourself. Power it off immediately, do not charge it, and send it as-is—mention liquid exposure in your booking notes. Cleaning liquid damage requires ultrasonic tools and isopropyl alcohol; household cleaning can worsen corrosion.

Step 8: Include a Printed Note with Your Booking Reference

When your device arrives at our workshop, we receive dozens of parcels daily. A printed note inside the box containing your booking reference, contact details, and fault description ensures we immediately match your device to your booking record—speeding up the diagnostic process.

What to Include on the Note

On a piece of paper (or printed from your booking confirmation email), write:

• Booking Reference: e.g., "REF: CT-2026-02-12345"
• Your Name: As it appears in the booking
• Contact Phone Number: In case we need to reach you urgently
• Contact Email: For repair updates
• Device Details: "iPhone 14 Pro, 256GB, Space Black, IMEI: 123456789012345"
• Fault Description: "Cracked screen, touch still works" or "Battery draining fast, lasts 3 hours"
• Any Passcodes: If you couldn't disable your lock screen, write "Passcode: 1234" (though we strongly recommend disabling locks instead)

Place the note inside the box, on top of the wrapped device, before sealing. Do NOT write sensitive information (banking details, full passwords) on the note—booking reference and device passcode only.

Step 9: Pack Your Device Securely

Royal Mail handles millions of parcels weekly. Your box will be stacked under 20kg of other parcels, dropped onto conveyor belts from waist height, and tossed into delivery vans. Inadequate packaging is the #1 cause of denied damage claims—if Royal Mail deems your packaging insufficient, they refuse compensation even if transit damage occurred.

Packaging Materials You Need

• Bubble wrap: Minimum 3 layers around the device (anti-static bubble wrap preferred for electronics)
• Outer box: Double-walled cardboard box, new or like-new condition, sturdy enough to stack 20kg on top without buckling
• Cushioning material: Foam peanuts, air pillows, or scrunched paper to fill gaps (avoid newspaper—ink transfers)
• Packing tape: Strong parcel tape (minimum 48mm width), not sellotape or masking tape
• Fragile stickers: Available free at Post Office counters

Step-by-Step Packing Process

1. Wrap your device: Place powered-off device in centre of bubble wrap. Wrap at least 3 full layers, securing with small pieces of tape.
2. Inner containment (optional but recommended): Place wrapped device inside a small box or thick padded envelope for added protection.
3. Position in outer box: Place wrapped device (or inner box) in centre of outer box. It should NOT touch any wall of the box—minimum 5cm gap on all six sides.
4. Fill gaps: Pack foam peanuts, air pillows, or scrunched paper into all gaps around the device. Fill until firmly packed but not crushing the device.
5. Shake test: Close the box (don't seal yet) and shake it gently. The device should not move, shift, or impact the sides. If it moves, add more cushioning.
6. Add your printed note: Place the note with your booking reference on top of the wrapped device before sealing.
7. Seal all seams: Use strong packing tape across the top flap seam, then reinforce both sides of the flap. For extra security, tape across the bottom seams too (H-taping pattern).
8. Label clearly: Write delivery address clearly on top: celltech Repairs, 126 High St, Solihull, B91 3SX. Write your return address on top too.
9. Apply Fragile stickers: Place on top and both sides of the box (available free at Post Office).

Did You Know?

Packaging Red Flag: NEVER use padded envelopes (Jiffy bags) for device repairs. They fail Royal Mail's packaging standards for high-value items. If your device arrives damaged in a padded envelope, Royal Mail will deny your compensation claim citing inadequate packaging. Always use a rigid box.

Step 10: Book Royal Mail Special Delivery Before You Pack

Don't turn up at the Post Office with your sealed box only to discover Special Delivery costs more than expected, or that you've packed it in a box too large (increasing cost). Check the pricing first and pre-book online if possible to save time.

Royal Mail Special Delivery Pricing Quick Reference

Most smartphones in packaging weigh 300-500g. Tablets weigh 500-800g. Laptops weigh 1-2kg. If unsure, weigh your packed box on kitchen scales before going to the Post Office.

Pre-Booking Online (Saves Time)

Royal Mail Click & Drop (send.royalmail.com) allows you to book Special Delivery online, pay via card, and print your label at home. Benefits:

• No queue at Post Office—just drop and go
• Often 5-10% cheaper than counter prices
• Tracking reference sent via email immediately
• Option to schedule doorstep collection (£1-£2 extra)

If you prefer the certainty of handing directly to a clerk and receiving a receipt, book at the Post Office counter. Both methods provide identical tracking and insurance.

Final Checklist Before Posting

Before you head to the Post Office, run through this final verification:

Frequently Asked Questions

What if I can't remove Find My iPhone because I've forgotten my Apple ID password?

Visit iforgot.apple.com to reset your Apple ID password using your email or phone number. If you can't access the account at all, contact Apple Support (0800 048 0408) for account recovery—this can take 1-14 days. Do not send your device until Find My is disabled; we cannot proceed with repairs on activation-locked devices.

Can I include a charger or cable with my device?

We don't need chargers or cables for repairs (we have testing equipment), but you're welcome to include them if you're concerned about battery diagnostics. Wrap them separately in bubble wrap and pack securely—loose cables can scratch your device during transit. Most customers prefer to keep accessories at home to save postage weight.

Should I factory reset my device before sending it?

No need. As long as Find My/FRP is disabled and the lock screen is off, we can access the device for diagnostics. Factory resetting erases data we might need to test (app-specific issues, software conflicts). Only factory reset if you're uncomfortable with technicians accessing your home screen—but remember to back up first.

What if my device won't power on at all?

That's fine—mention it in your booking notes ("Device dead, won't power on, suspect charging port or battery"). We'll diagnose the root cause when it arrives. Just ensure it's been charged to at least 50% in the past week (even if it won't hold charge now) to prevent deep discharge during transit.

Can I send multiple devices in one box?

Yes, but complete separate booking forms for each device and include all booking references in your printed note. Wrap each device separately in bubble wrap (don't let them touch each other), and ensure your Royal Mail compensation level covers the combined value of all devices.

What if I'm sending a laptop with personal/work data I can't back up?

Remove the hard drive/SSD before sending the laptop and mention "HDD removed" in your booking notes. Most laptop repairs (screen, keyboard, battery, charging port) don't require storage access. If your fault is storage-related, we'll contact you to discuss options (external data recovery, encrypting the drive, or signing a data confidentiality agreement).

How do I know celltech received my device?

Your Royal Mail tracking shows "Delivered and signed for" when we receive your parcel (usually by 1pm on the delivery day). We then email you within 30 minutes confirming arrival, your device details, and diagnostic timeline. If you don't receive our email within 2 hours of delivery confirmation, check your spam folder or call us on 07700 143573.

What happens if I send my device still locked with Find My enabled?

We email you immediately requesting your Apple ID and password (or instructions to disable remotely via iCloud.com). If you respond within 24 hours, we proceed. If you don't respond within 48 hours, we return your device unrepaired via Royal Mail Special Delivery and charge the £19.95 diagnostic fee to cover our shipping costs.

Ready to send your device? Book your mail-in repair now and receive detailed packing instructions with your confirmation. For more information on shipping methods and insurance, read our Royal Mail Special Delivery guide and insurance guide.