Mobile Recovery Knowledge Base

Yes, we will need the device in order to provide the service.

Once Ontrack unlocks the device, we will do a full data copy (backup) typically to an external password-protected USB hard drive or flash drive. The password to the external device will be sent to you via email. The mobile device will remain locked, but accessible using the PIN, which will be sent to you in a separate email. We will then send the mobile device and back up media to you.

You can pay via Credit Card, Purchase Order, or Bank wire.

Upon receipt of the device, Ontrack will perform a free comprehensive evaluation to determine the condition of the device, confirm the issue(s), and evaluate if the device is a candidate for the disabled and forgotten PIN phone service.

• If during the free evaluation, we determine the device is a candidate for the service, there is a non-refundable setup fee to begin the processing. Note: If during the free evaluation, we determine the device is not a candidate for the service, there is no charge, and we will return your device to you. The setup fee for consumers is £480, including VAT. Pricing for business customers is higher – please contact Ontrack for a quote.
• Upon receiving the setup fee, we will begin the processing to gain access to the disabled device, and once unlocked perform data recovery, extraction, and backup the data. A processing fee will be due when processing is complete and prior to receiving your recovered data, phone, and passcode back. The processing fee for consumers is £2,430, including VAT. Pricing for business customers is higher – please contact Ontrack for a quote. We will send a payment link for the processing fee at the conclusion of the project.

The turnaround time depends on the complexity of the PIN, passcode or pattern on the device. The shorter and less complex the PIN or pattern, the faster the turnaround time

• The amount of time can be as little as one week or as long as several months. Average turnaround time is approximately 30 days.

We don’t’ give up! As long as we deem the device compatible with our service, we will continue to make attempts until we determine the passcode or until you ask us to stop.

Yes, if possible, please keep the device powered on and fully charged.

Package the device carefully to avoid damage in transit. Place the device in a like size box surrounded with at least two inches of bubble wrap, foam or similar packing material. We will email a pre-paid shipping label.

• On newer iPhones, serial numbers and/or IMEIs are located on the “sim card” tray as noted below. If you remove the sim card/tray to locate the IMEI number – first power off the phone. After you record the IMEI number, please reinsert the sim card/tray back into the phone before shipping it. For iPhone 6 and below, the serial # is located on the lower portion on the back cover of the phone.
• On Samsung phones, serial numbers and/or IMEIs on Samsung phones are often found under or below the battery if it has a removable battery. To locate, be sure the phone is powered off. Remove the back cover or battery cover. Gently lift up the phones battery and remove it from the main compartment. Locate the sticker that contains the devices Serial number and/or IMEI number. Record it and reassemble the device in reverse order. If you need assistance, please contact us.
• To locate serial numbers and/or IMEIs on devices not listed here, please contact Ontrack.

iPhone (https://support.apple.com/en-us/HT204073)

On the devices below, find the IMEI/MEID on the SIM tray: 

• iPhone XS 
• iPhone XS Max
• iPhone X
• iPhone 8
• iPhone 8 Plus
• iPhone 7
• iPhone 7 Plus
• iPhone 6s
• iPhone 6s Plus

On the devices below, find the IMEI/MEID (the MEID is the first 14 digits of the IMEI) on the back cover:

• iPhone 6
• iPhone 6 Plus
• iPhone SE
• iPhone 5s
• iPhone 5c
• iPhone 5

On the devices below, find the serial number and IMEI/MEID on the SIM tray:

• iPhone 3G
• iPhone 3GS
• iPhone 4 (GSM model)
• iPhone 4s 9

If you have an original iPhone, find the serial number and IMEI engraved on the back.

iPad and iPod touch Find the serial number for your iPad Pro, iPad, or iPod touch on the back cover of the device. On an iPad (cellular model), you'll also find the IMEI. The MEID is the first 14 digits of the IMEI.

Apple Supported devices

• Apple iPhone 4S, 5, 5c, 5S, 6, 6 Plus, 6S, 6S Plus, SE, 7, 7 Plus, 8, 8 Plus, X. XR, XS
• Apple iPad 2, 3rd/4th Gen, iPad 5, iPad mini 1st Gen, 2, 3, 4, iPad Air, Air 2, iPad Pro
• Apple iPod touch 5th/6th Gen
• From iOS 5 to the latest version of iOS

Samsung Supported devices 

• Generally, most popular model Samsung phones are supported.

Other Supported devices

• Other phone manufacturers that may be supported (please contact us to confirm support before shipping the device):
• Alcatel
• Google
• Huawei
• LG
• Motorola
• Xiaomi
• ZTE
• Other: Please contact us if you have a brand not listed above to confirm support before shipping the device