Overview
This article explains the device recovery process for employees who no longer require a company-issued device. This applies to both of the following scenarios:
- You have received a replacement or upgraded device
- Your mobile service has been moved to a personal account and the company device is no longer required
In all cases, company-owned devices must be returned in accordance with company policy.
When Is a Device Return Required?
You are required to return your company-issued device if any of the following apply:
- You have been issued a replacement or upgraded device
- Your line has been transferred from a company account to a personal account
- Your role no longer requires a company-owned device
Failure to return company equipment may result in escalation in line with company policy.
Device Return Communications
The device recovery process is supported by a series of automated communications:
-
Initial Notification
- Confirms that a device return is required
- Advises that a prepaid return kit and box are being sent to your address
- Provides instructions on how to prepare the device for return
-
Reminder Emails
- Sent if the device has not yet been received
- Confirm that the prepaid return kit has been sent
- Include instructions to ignore the reminder if the device has already been shipped
-
Escalation
- Triggered if the device remains outstanding after multiple reminders
- Manager and approver are copied on the communication
- Requires immediate action
Preparing Your Device for Return
Before returning your device, it is mandatory that all personal data is removed and the device is wiped. Devices that are not correctly wiped may be rejected and returned to you.
Important Requirements
You must:
- Sign out of all personal accounts
- Disable tracking and activation locks
- Perform a full factory reset
Instructions for Apple Devices
Follow the steps below to prepare an Apple device for return:
- Remove the device from Find My iPhone
https://support.apple.com/kb/PH2702 - Remove Activation Lock
https://support.apple.com/kb/PH13695?locale=en_US&viewlocale=en_US - Perform a full device wipe and reset
Failure to remove Activation Lock will prevent the device from being reused and may delay closure of your return.
Instructions for Android Devices
Follow the steps below to prepare an Android device for return:
- Remove your Google Account
https://support.google.com/android/answer/7664951?hl=en - Perform a factory reset
https://support.google.com/android/answer/6088915?hl=en
Returning the Device
A prepaid return kit and box will be sent to your address.
Once received:
- Ensure the device has been wiped and powered off
- Place the device in the provided return box
- Use the prepaid return method included in the kit to ship it back
No additional postage or labels are required.
Tracking and Confirmation
Once the device has been shipped, no further action is required from you.
If reminder emails are received after shipment, they can be ignored until the system reflects receipt of the device.
What Happens If the Device Is Not Returned?
If a device is not returned within the required timeframe:
- Reminder notifications will continue
- The request may be escalated to your manager
- Further action may be taken in line with company policy
Need Help?
If you have any questions about the device return process, the return kit, or device preparation steps, simply reply to the email notification you received and our team will assist you.