iPhone to iPhone transfer instructions:
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- iPhone Instructions
iPhone Instructions
- Important Links
- prerequisites For Transfer Appointments
- Transfer Appointments - covid19 protocol
New iOS 13 Wireless Transfer Method (Recommended By Apple)
- iOS 13 Wireless Transfer: https://support.apple.com/en-ca/HT210216
- iOS 13 Wireless Transfer: https://support.apple.com/en-ca/HT210216
Transferring from an Android device to an iPhone:
- Using the "Move to iOS" app: https://www.apple.com/ca/iphone/move-to-ios/
Apple ID issues :
- How to reset Apple ID password: https://support.apple.com/en-ca/HT201487
- How to remove two-step authentication: https://support.apple.com/en-ca/HT204152 (Instructions towards the bottom of the page)
- How to remove two-step authentication: https://support.apple.com/en-ca/HT204152 (Instructions towards the bottom of the page)
iOS Issues:
- How to update iPhone to latest firmware: https://support.apple.com/en-ca/HT204204 tap the option "Update your device wirelessly".
- Simple Factory Reset/Restore: follow the method here to factory wipe an iPhone using the settings page on the device https://support.apple.com/en-us/HT201274.
- Simple Factory Reset/Restore: follow the method here to factory wipe an iPhone using the settings page on the device https://support.apple.com/en-us/HT201274.
- How to completely install iOS firmware (restore) using iTunes (recovery method) THIS IS THE PREFERRED METHOD TO RESET/RESTORE AN iPHONE TO FACTORY SETTINGS AFTER BEING REMOVED FROM DEP/APPLE BUSINESS MANAGER: Please inform the customer that this will wipe all data on the phone and if there was an Apple ID on the device, the Apple ID username and password will have to be known to avoid "Find My Phone" lock. https://support.apple.com/en-us/HT201263. When the iTunes window to restore or update appears, click on "Restore".
What to do before you sell, give away, or trade in your iPhone, iPad, or iPod touch (This includes how to remove "Find My iPhone" from a device):
If The Customer Is Requesting A Transfer Appointment Over The Phone
- Inform the customer that the Apple ID user name and password on the old device will need to be known to do the transfer. Advice the customer to ensure they bring the Apple ID user name and password when they come from the transfer as we will be unable to help them retrieve or do the transfer without the Apple ID. Let the customer know that if they have the Apple ID user name and password, we can do a 1:1 transfer, i.e all the date (contacts, messages, pictures, videos, notes, accounts, calendars, settings, etc. [except music]) can be transferred to be equal to the old device (please refer the previous tab for links/instructions).
- If a customer does not know the Apple ID, or if they are unable to reset the password as they do not have access to the email the Apple ID is active on, please let the customer know that we are unable to the transfer and to walk into an Apple store and they MIGHT be able to help them.
- Make sure the customer also knows the security pin on the device (4 or 6 digit code or passphrase to enter the device).
- Request the customer to update to the latest firmware before coming in for the transfer. Let them know that if the device is not updated to the latest firmware, the time to transfer will increase significantly (please refer the previous tab for links/instructions).
- Request the customer’s email address and send them the email template found at the bottom of this page with everything that was discussed on the phone, so they can confirm that they know that without an Apple ID we will be unable to do a complete transfer and there won’t be any surprises when the customer is on the premises. Make sure Prash is CCd on the email so he can set a date and time with the customer for a transfer. Please also mention on the email the model of the current phone the customer is using and the model of the new phone the customer is moving to.
- If a customer does not know the Apple ID, or if they are unable to reset the password as they do not have access to the email the Apple ID is active on, please let the customer know that we are unable to the transfer and to walk into an Apple store and they MIGHT be able to help them.
- Make sure the customer also knows the security pin on the device (4 or 6 digit code or passphrase to enter the device).
- Request the customer to update to the latest firmware before coming in for the transfer. Let them know that if the device is not updated to the latest firmware, the time to transfer will increase significantly (please refer the previous tab for links/instructions).
- Request the customer’s email address and send them the email template found at the bottom of this page with everything that was discussed on the phone, so they can confirm that they know that without an Apple ID we will be unable to do a complete transfer and there won’t be any surprises when the customer is on the premises. Make sure Prash is CCd on the email so he can set a date and time with the customer for a transfer. Please also mention on the email the model of the current phone the customer is using and the model of the new phone the customer is moving to.
If The Customer Is Requesting A Transfer Appointment Over Email
Send the customer the email template found at the bottom of this page so they can confirm that they know that without an Apple ID we will be unable to do a complete transfer and there won’t be any surprises when the customer is on the premises. Make sure Prash is CCd on the email so he can set a date and time with the customer for a transfer. Please also mention on the email the model of the current phone the customer is using and the model of the new phone the customer is moving to.
Email Template
1. Please bring the Apple ID user name and password used on the old iPhone. Without the Apple ID username and password, the transfer cannot be done. (If you have forgotten your password, you can reset your password for your Apple ID by going here https://appleid.apple.com/ and clicking on "Forgot Apple ID or password?")
2. Please update the old iPhone to the latest firmware. You can update your iPhone to the latest firmware by following the instructions provided here https://support.apple.com/en-ca/HT204204 under "Update your device wirelessly". Please note if the device is not updated, there will be additional time required for the transfer to complete.
3. Depending on the amount of data being transferred, the time taken to transfer can be between 40-50 minutes (the time can be longer if the old device is not updated to the latest firmware).
4. Company email can be setup if the settings for the email address (eg: imap, smtp, exchange, mail server address, ports, etc) are provided including the username and password. WPCI will not know the settings for company email addresses as they are unique to each company. Please consult your IT department or email service provider to obtain the company email settings.
2. Please update the old iPhone to the latest firmware. You can update your iPhone to the latest firmware by following the instructions provided here https://support.apple.com/en-ca/HT204204 under "Update your device wirelessly". Please note if the device is not updated, there will be additional time required for the transfer to complete.
3. Depending on the amount of data being transferred, the time taken to transfer can be between 40-50 minutes (the time can be longer if the old device is not updated to the latest firmware).
4. Company email can be setup if the settings for the email address (eg: imap, smtp, exchange, mail server address, ports, etc) are provided including the username and password. WPCI will not know the settings for company email addresses as they are unique to each company. Please consult your IT department or email service provider to obtain the company email settings.
SALES TEAM
Content transfer requires a lot of back and forth with customers on-site. Most customers do not come with the necessary information required to do transfers when they come in for the transfer and generally it takes a lot of one on one interaction with them on premises to get all the information. Having all that in mind and also to be in line with the new social distancing policies, the following procedure has been implemented.All data transfer will be done by appointment only (there will be no walk-ins). Please direct all customers who wish to make a content transfer appointment to corpserv. Corpserv is fully informed on the new procedure.
New procedure workflow:
• Customer requests for content transfer
• Direct customer to corpserv.
• Direct customer to corpserv.
• Depending on Apple or Android transfer, coprserv will send out a form to fill and sign by the customer outlining the requirements and social distancing rules in place.
• Customers have to fill the form and confirm that all details provided are accurate (Apple ID user name and password, etc). They will need to initial each page, sign and scan the document and send it to corpserv.
• Once corpserv receives the document they will forward the customer details and completed form to me.
• I will engage the customer and set a date and time for the transfer.
• Customers have to fill the form and confirm that all details provided are accurate (Apple ID user name and password, etc). They will need to initial each page, sign and scan the document and send it to corpserv.
• Once corpserv receives the document they will forward the customer details and completed form to me.
• I will engage the customer and set a date and time for the transfer.
Please note the following:
- Customer refuses to give the necessary accurate information (eg: Apple ID username and password) and/or sign the form, we cannot do the transfer.
- Depending on the type of transfer, the time can take up to 2 hours. Customers are not permitted to be on WPCI premises during this time.
- Customers have to provide an alternative contact number that they can be reached at in-case there are issues during transfer and further information is required. We will also need the number to inform them when they can come pick up the device once transfer has been completed.
- Under certain circumstances, company email addresses and personal email address cannot be setup on the new device. The customer will have to reach out to their IT team or email service provider to set it up.
- If the customer wishes to attempt content transfer themselves (ideal circumstance) the form provides links to material online with instructions on how to do transfers.
CORPSERV TEAM
All content transfers will be done by appointment only (no walk-ins). Ideally we would try our best to avoid doing a content transfer, and push the customer to do it themselves. If a customer calls in, tell them about the new procedures in place and that an appointment might not be available soon and give them the resources needed if they say they wish to attempt it themselves (links on onedoc on how to do transfers). If they still want to make an appointment, please follow the procedure here:
• Ask the customer from what device to what device they want a transfer for.
• Go to Common Files/Process Docs/IT/Content Transfer Appointment Forms. Here you will find two documents.
• Pick “iPhone Transfer Form” if the customer’s old (current) device is an iPhone. Pick “Samsung (Android) Transfer Form" If the customer’s old (current) device is a Samsung/Android device.
• Send the correct form to the customer and request them to fill the form and print it. They will need to initial each page, sign, date the document and finally scan and send it to corpserv.
• Once we receive the completed and signed document, email me the document and the customers information so I can work with them to set an appointment date and time.
• Go to Common Files/Process Docs/IT/Content Transfer Appointment Forms. Here you will find two documents.
• Pick “iPhone Transfer Form” if the customer’s old (current) device is an iPhone. Pick “Samsung (Android) Transfer Form" If the customer’s old (current) device is a Samsung/Android device.
• Send the correct form to the customer and request them to fill the form and print it. They will need to initial each page, sign, date the document and finally scan and send it to corpserv.
• Once we receive the completed and signed document, email me the document and the customers information so I can work with them to set an appointment date and time.
Please note the following:
- If the customer pushes back and asks why we are taking Apple ID details, inform them that it is required to do the transfer and they can change the password to their Apple ID once we do the transfer.
- Once I make an appointment I will inform corpserv about the date and time so when the customer arrives we can get the device from them at curbside.