Before you start
Do not begin with a broad reset. Check the following first so you can isolate the problem and avoid unnecessary data loss or reconfiguration.
- This action erases personal data, apps and settings from the device
- Verify that a backup can be restored
- The eSIM choice differs for resale versus reuse by the same person
Critical diagnosis for this symptom
Photos, apps, and settings are erased. Confirm backup, Apple Account access, and eSIM handling first.
Do not start Erase All Content and Settings before verifying the backup.
Escalate with device, OS, error, and reproduction details when the issue persists after restart, controlled comparison, and update checks, or when physical damage, abnormal heat, account suspension, or carrier provisioning is suspected.
Understand the process
Safe step-by-step procedure
Work from the top and stop as soon as the issue is resolved. Read every confirmation screen before moving to a higher-impact action.
- 1Confirm the reason for erasing; for troubleshooting, try restart, updates, storage cleanup and targeted settings resets first.
- 2Complete the backup checklist and confirm Apple Account access and recovery methods.
- 3Open Settings > General > Transfer or Reset iPhone > Erase All Content and Settings.
- 4Read the erase summary and enter the device passcode or Apple Account password when requested.
- 5Choose whether to keep or erase the eSIM based on reuse, transfer and carrier reissue rules.
- 6Keep the phone powered until erasure finishes; restore a backup for reuse, or stop at the setup screen before transfer.
Actions to avoid
- Using a factory reset as a substitute for force restart
- Erasing without inspecting backup contents
- Transferring the phone without confirming account and activation status
Prevention and preparation
- Use a pre-reset checklist every time
- Follow Apple’s official preparation steps before sale or transfer
Frequently asked questions
What if my screen looks different?
Labels and locations vary by OS, manufacturer, model and region. Use Settings search and check the manufacturer’s model-specific instructions.
What if I am unsure partway through?
Go back and confirm that no action has been committed. Do not proceed through an erase or account-change warning until you understand it.
What if the problem remains?
Test another connection or accessory where relevant, verify backups, then contact the manufacturer or carrier through official support.