Start with a backup

A phone repair may involve replacing storage-connected parts, reinstalling software or resetting the device. Even when the reported fault seems unrelated to your data, a backup is the safest first step.

For iPhone, confirm that your latest iCloud backup completed or make an encrypted computer backup. For Android, check your Google backup and separately confirm that photos, WhatsApp conversations, authenticator recovery codes and locally stored documents are protected. Open a few backed-up items on another device if possible—seeing a backup listed is not the same as testing it.

Back up photos, contacts, messages and documents.
Record important authenticator recovery codes in a safe place.
Confirm your Apple ID or Google account password before the repair.
Do not erase the phone unless the technician asks you to or your privacy requires it.

Document the phone and the fault

Write down the exact symptoms and when they happen. “Battery drops from 40% to 10% during video calls” is more useful than “battery bad.” Note any recent impact, liquid exposure, software update or previous repair, because that history changes the diagnostic path.

Take clear photographs of the front, back, frame and camera area before handing over or couriering the phone. Record the model, colour, storage size and IMEI or serial number. This creates a shared condition record and helps identify the device throughout the booking process.

List every item supplied, including case, charger or SIM tray.
Remove your SIM card, memory card and unrelated accessories.
Mention intermittent faults, overheating, unusual smells or battery swelling.
If the phone is wet or swollen, switch it off and do not charge it.

Remove locks only when appropriate

Some repairs can be completed without access to your apps, but technicians normally need to test calls, cameras, Wi-Fi, speakers, sensors and charging after the work. Ask what access is genuinely required before sharing a screen code.

Apple Activation Lock or Android Factory Reset Protection can prevent final testing or a replacement process. Do not remove an account simply because someone asks—confirm the repair business and understand why it is necessary. For a trade-in, account locks usually must be removed before the transaction can be completed.

Agree on the repair scope

Request a written quote or diagnostic estimate that identifies the expected repair, price, part type and likely timeframe. Ask whether the part is original, manufacturer-authorised, refurbished or compatible, and how that choice affects features and warranty.

A good diagnostic process may uncover a different underlying fault. Make sure the technician must obtain your approval before additional chargeable work. Keep the quote number and collection receipt so that later communication is tied to the right device.