Do I need to remove the SIM card from my device?

We recommend that you remove the SIM card from your phone before sending it to us. Your SIM card stores information that uniquely identifies your phone on a cellular network.

By removing your SIM card, you protect your private service-subscriber key and free your phone to be resold on the second-hand market. On most devices, the SIM card is located under the battery and can easily be ejected.

When we receive devices with SIM cards intact, we are required to destroy them in order to protect your privacy.

How do I remove my SIM card?

Locate the tray in the right edge of the casing. Gently insert a SIM card removal tool or a straightened paperclip into the pin-sized hole in the SIM card tray. Once you release the catch in bottom of the hole, the SIM tray will eject from the phone body. Remove your card from the tray and reinsert the tray so it is secure and flush with the casing.

1. Locate the SIM card tray. SIM card trays are typically on the sides of your device.
2. Insert the SIM card eject pin or a small paperclip into the small hole and apply gentle pressure to loosen the tray from the slot. Ensure the pin is perpendicular to the small hole to keep from damaging your tray.
3. Pull out the SIM card tray gently from the tray slot. The tray is very small, be careful not to damage your SIM tray.
4. Remove the SIM card from the tray.
5. Once finished with the SIM tray, slide the tray back into the slot.

If your device does not have a SIM tray on the sides of your device, your SIM card may be under your device battery.

1. Lift the back cover of your device. Your device may have a release tab / latch that can easily help you remove your back cover.
2. Remove your device battery. Look for arrows on your battery to show you which way you need to remove your battery.
3. Locate the SIM tray under your battery. You should be easily able to slide out your SIM card. Your SIM slot may also be spring-loaded – gently push the SIM card inward and it should pop out.
   
   

How to Factory Reset your device

To protect your data and personal information, erase all of data and settings before sending your device to Gazelle. We will still double check your device to make sure it's been erased once we receive it.

Before you erase your device, we recommend you backup your data by connecting your device to the computer you normally sync with.

Factory resetting an iPhone:

1. Tap the settings (gear icon) from the home screen (or whatever page it happens to be located on your iPhone).
2. Tap the "General" settings menu item.
3. Choose the "Reset": menu item.
4. Tap on the "Erase All Contents and Settings" menu item.

How to erase your device via iCloud, if it does not power on or after you have shipped it to Gazelle with iCloud

1. Sign in to icloud.com/#find with your Apple ID (the one you use with iCloud), then click Find My iPhone.
2. Click All Devices, then select the device you want to erase.
3. In the device's Info window, click Erase [device].

Factory reset an iOS device:

1. Enter your Apple ID password. If the device you're erasing has iOS 7 or later, enter a phone number and message. The number and message will be displayed on the screen after the device is erased.
2. If your device is online, the remote erase begins. A confirmation email is sent to your Apple ID email address. If your device is offline, the remote erase begins the next time it's online.

Factory reset a Google Pixel:

1. Open your phone's Settings app
2. Tap System > Reset options > Erase all data (factory reset).
3. To erase all data from your phone's internal storage, click Erase all data. You may or may not need to enter your phone's pin at this step.
4. Your phone will restart once erased. 

Factory reset a Samsung device:

1. Open your device's Settings app
2. Tap General Management > Swipe to and tap Reset > Tap on Factory Data Reset
3. Review the data being reset
4. Once you're ready, swipe and tap Reset. You may or may not need to enter your phone's pin at this step.
5. To continue deleting all your phone's data stored on your phone, tap Delete all. 
6. You will be required to enter your Samsung's account password if you set up your phone with a Samsung account. 
7. Your phone will reset and turn back on once complete.

How to Disconnect from iCloud or Google Accounts

Disconnecting from iCloud on an iPhone or iPad:

1. Open the "Settings" app on your iPhone or iPad.
2. At the top of the Settings menu, you should see your name or Apple ID. Tap on it.
3. In the Apple ID menu, scroll down and tap on "Sign Out."
4. A confirmation pop-up will appear. Choose whether you want to keep a copy of your data on the device or delete it from the device. Make your selection and tap on "Sign Out" again.
5. Enter your Apple ID password and tap on "Turn Off" to disable Find My iPhone/iPad.
6. Once signed out, you will be disconnected from your iCloud account on the device.

Disconnecting from Google Accounts on an Android device:

1. Open the "Settings" app on your Android device.
2. Scroll down and tap on "Accounts" or "Accounts and Backup" (the exact wording may vary based on your device).
3. In the Accounts menu, you should see a list of accounts associated with your device. Look for the Google account you want to disconnect and tap on it.
4. Tap on the three-dot menu icon in the top-right corner of the screen and select "Remove Account" or "Remove" from the drop-down menu.
5. A confirmation pop-up will appear, informing you about the consequences of removing the account. Read the information and tap on "Remove Account" to proceed.
6. You may be asked to enter your device's security PIN, pattern, or password for verification.
7. Once confirmed, the Google account will be disconnected from your device.

It's important to note that disconnecting from iCloud or Google accounts on your device will remove access to certain features, such as iCloud backups, app data synchronization, and email. Make sure to back up any important data before disconnecting and be aware that some apps may require re-authentication with your accounts after the disconnection.

How to Turn Off Find My iPhone

Find My iPhone is a feature for iPhone and iPad that can help locate your device if lost but can also block activation by a new owner. Because of this, Gazelle cannot offer full trade-in value for devices with Find My iPhone enabled. To ensure a fast and hassle-free process, please make sure to turn off Find My iPhone before sending it to Gazelle.

How to Turn off Find My iPhone

1. Locate and tap the "Settings" icon on your device's home screen.
2. Tap "iCloud" in the Settings menu.
3. If Find My iPhone is ON, tap the slider to turn it OFF.
4. If you are prompted to for a password, enter your iCloud password and tap "Turn Off" to confirm.

Please note: If you have already reset your device, Find My iPhone is turned off.

How to turn off "Find My iPhone" after you have shipped it to Gazelle

Did you forget to turn off Find My iPhone before you shipped your phone to us? No problem! Here are a few ways to turn off "Find My iPhone" after you have sold your iPhone:

Using iCloud Website:

1. Open a web browser on your computer and go to iCloud.com.
2. Sign into iCloud using your Apple ID and password.
3. Once logged in, you'll see the main iCloud dashboard. Click on "Find iPhone."
4. In the Find iPhone interface, you'll see a map and a list of devices linked to your iCloud account. Locate the device you have sold and click on it.
5. A window will appear with device details and options. Click on the "Erase iPhone" button.
6. Confirm the action by clicking "Erase" again when prompted.
7. If you had set up two-factor authentication, you may be asked to enter a verification code sent to your trusted device or phone number.
8. Wait for the erasing process to complete. This will remove all your data from the sold iPhone.
9. Once erased, the iPhone will no longer be associated with your iCloud account, and "Find My iPhone" will be disabled.

Using Another iOS Device:

1. On another iPhone, iPad, or iPod touch, download and install the "Find My" app from the App Store, if it's not already installed.
2. Open the "Find My" app and sign in with your Apple ID and password.
3. Tap on the "Devices" tab at the bottom of the screen to view a list of your devices.
4. Locate the sold iPhone in the list and tap on it.
5. Tap on "Erase This Device" and confirm by tapping "Erase" again.
6. If prompted, enter your Apple ID password or device passcode to proceed.
7. Wait for the erasing process to complete. This will remove all your data from the sold iPhone.
8. Once erased, the iPhone will no longer be associated with your iCloud account, and "Find My iPhone" will be disabled.

Using iTunes on a Computer:

1. Connect your iPhone to a computer using a USB cable and launch iTunes (or Finder on macOS Catalina and later).
2. If prompted, enter your device passcode, or choose to "Trust This Computer" on your iPhone.
3. In iTunes or Finder, select your iPhone from the device menu.
4. On the Summary page, click on "Restore iPhone."
5. A pop-up window will appear, asking if you want to back up your iPhone. Choose whether you want to create a backup or proceed without backing up (as your iPhone has already been sold).
6. Click on "Restore" to confirm. This will erase all your data from the sold iPhone.
7. Wait for the restoring process to complete. The iPhone will be reset to its factory settings, and "Find My iPhone" will be turned off.
8. Once restored, you can disconnect the iPhone from the computer.
   
   

How Do I Deauthorize my Apple Computer? (music, apps, software, etc.)

A common challenge we face when checking out our customer laptops is Apple's "Authorization" protocols. In nearly all cases, these security safeguards can only be removed by the registered or original owner of a computer. These protocols are in place for your protection in examples such as the application "Find My Mac” but can pose a problem during inspection or for a new owner.

Additionally, we strongly recommend backing up any product keys and following the deauthorization procedures for other software vendors. This can include vendors such as Adobe, Microsoft, Avid, or any other software associated with limited license use. Please contact the appropriate vendor if you are not certain on how to transfer your licenses.

Here are detailed instructions on how to deauthorize a MacBook:

Deauthorizing from iTunes:

1. Open the iTunes application on your MacBook.
2. In the menu bar at the top of the screen, click on "Account" and select "Authorizations."
3. From the drop-down menu, choose "Deauthorize This Computer."
4. A pop-up window will appear, asking you to enter your Apple ID and password. Fill in the required information and click "Deauthorize."
5. Wait for the deauthorization process to complete. Once finished, your MacBook will no longer be authorized to access your iTunes content.

Deauthorizing from Apple Music:

1. Open the Music app on your MacBook.
2. In the menu bar at the top of the screen, click on "Account" and select "View My Account."
3. You may be asked to sign in with your Apple ID and password.
4. Scroll down to the "Apple ID Summary" section and find the "Computer Authorizations" area.
5. Click on the "Deauthorize All" button to remove all authorizations associated with your Apple ID.
6. Confirm the action when prompted. Your MacBook will be deauthorized from accessing your Apple Music content.

Deauthorizing from Apple Books:

1. Open the Books app on your MacBook.
2. In the menu bar at the top of the screen, click on "Store" and select "Deauthorize This Computer."
3. A pop-up window will appear, asking you to confirm the deauthorization. Click "Deauthorize" to proceed.
4. Your MacBook will be deauthorized from accessing your Apple Books content.

Deauthorizing from Adobe Creative Cloud:

1. Open the Adobe Creative Cloud app on your MacBook.
2. Click on the profile icon at the top right corner of the app window and select "Preferences."
3. In the Preferences window, go to the "Account" tab.
4. Under the "Activate" section, click on the "Deactivate" button next to your MacBook's name.
5. Confirm the deactivation when prompted. Your MacBook will be deauthorized from accessing Adobe Creative Cloud.

By following these instructions, you can deauthorize your MacBook from various applications and services. It's important to deauthorize your MacBook before selling it or giving it to someone else to ensure that the new owner won't have any issues accessing their own content or using the associated services.

How to deactivate Samsung "Find My Mobile" Reactivation Lock before shipping to Gazelle

Reactivation Lock is a security setting on certain Samsung devices (some versions of Galaxy S5 and Note 3) which prevents it from being activated on a new account. Because of this, Gazelle cannot offer full trade-in value for devices with Reactivation Lock enabled. To ensure a fast and hassle-free process, please make sure to turn off this feature before sending it to Gazelle.

How to turn off Reactivation Lock

1. From the Home Screen, touch Apps then Settings and select the Security icon
2. Once in Security options, scroll to Reactivation Lock. Make sure the box is UNCHECKED. You may be prompted for a password when turning off this feature - make sure to use your Samsung account password. If you do not see this option listed, the feature is not available for your device and no further action is needed.

Please note: if you have already reset the device to factory settings and were prompted for a password at that time, you have already disabled Reactivation lock.

How do I deactivate my phone or other device?

To deactivate your phone or other device, you must contact your wireless service provider and clear any issues that are causing your device to remain active.

An ESN is an Electronic Serial Number. An ESN may be active for the following reasons:

• The device still holds an "Active" account status with the carrier
• The account associated with the device has an outstanding balance
• The device has been reported as lost or stolen

Prior to our inspection, we will check to ensure that the ESN has been deactivated. If the ESN is not clear for activation, we will notify you via email and hold the item for 5 days. We will ask you contact your wireless service provider and clear any issues that are causing your item's ESN to be active so that we can complete the evaluation process.

After this hold period expires, we will issue a revised value for your phone in "parts only" condition. You will have another 5 days to decide if you would like to Accept or Decline the revised offer.

 

How do I deactivate iMessage, so I receive messages on my new phone?

In some cases, moving from an Apple device to a different type of device can cause problems receiving SMS messages. This is due to the Apple iMessage setup.

To deactivate on your phone: Tap Settings from the home screen. Tap Messages. Move the iMessage slider to OFF.

-OR-

If you no longer have access to the phone, contact Apple Support and they can assist you in deactivating the device.