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Mobile Recovery FAQs

Access our FAQs on mobile recovery best practices, Ontrack capabilities, and more!

+44 (0)1372 741999 Begin your recovery

Is rice a good solution for a wet phone?

If the data stored on your phone is essential, contact Ontrack as soon as possible. Liquid damage causes corrosion of the electronic components, which begins immediately. Rice can absorb some moisture, but it cannot remove all of it from inside the phone. Placing a phone in rice will delay the data recovery process and make it more difficult to recover the data.

How does the mobile data recovery service work?

Situations that will require data recovery from a mobile device include system corruption, electronic failure, impact, fire, and liquid damage. Whatever problem you’ve experienced, Ontrack has the expertise to recover your critical files. To start the data recovery process, contact Ontrack to obtain an estimate and free evaluation: https://www.ontrack.com/contact-us/

I’ve forgotten my mobile phone passcode, can you help?

If you don’t have a current backup or have forgotten the passcode, been locked out from entering the incorrect passcode, or need access to a former employee’s phone, Ontrack’s mobile device unlocking service is the solution. Our exclusive unlocking service recovers data from passcode locked mobile phones and tablets.

Can you recover deleted text messages?

It may be possible to recover deleted text messages and other files; however, devices using flash memory are efficient in permanent removal of deleted files. Additionally, all deleted files are eventually overwritten as new data is stored on the phone through normal use. Continuing to use the phone reduces the recoverability of deleted files

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Disabled Mobile Device FAQs

When you need a secure solution to regain access to critical data due to a forgotten PIN or a disabled phone, we can help.

Do I have to send my device to Ontrack?

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

How will my device be returned to me?

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.

How do I pay?

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

How much does the service cost?

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.

How long will it take to access my device

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.

What if you can’t get into my device?

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.

Should I keep my phone powered on?

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

How should I ship my device?

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.

How do I find my serial number and/or IMEI?

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.

What disabled/inaccessible devices do you support as part of this service offering?

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

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Mobile Recovery Case Studies

Whether you have a cell phone, tablet or music player, we can perform our professional mobile recovery service on your device, and where possible, repair it back to working order.

Ontrack Successfully Recovers Data from iPhone 5.

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Mobile Recovery Blogs

Podcast 5 - Robert Bloomquist: Data Recovery from Mobile Phones

15 July 2014 by Vertical Leap

Robert Bloomquist explains the specific challenges of mobile phone recovery, including what to do if you damage your mobile device, securing data on mobile phones and how data recovery differs between device.

Start your data recovery now with a free consultation.

Contact our team of experts. Ontrack accommodates everyone – from the largest government or enterprise organisation to an individual who may have lost their digital photos and everyone in between.

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By submitting this form you acknowledge that:

The free evaluation will be completed by KLDiscovery Ontrack Ltd (trading as Ontrack), Nexus, 25 Farringdon Street, London EC4A 4AB.
If we are unable to recover your data or you do not go ahead with the recovery, we are able to securely destroy your media. If you would like it returned to you the cost would be £9.60 (inc. VAT) for UK shipping.
You authorise Ontrack to begin the evaluation immediately. During the Free Evaluation, you can cancel at any time. If you are a consumer and place an Order, you have a period of 14 days in which to cancel the Order but you acknowledge that your right to cancel will be lost if Ontrack completes the evaluation before your notice to cancel is received. Full details for cancellation and your rights are set out in our Terms and Condition. In order to cancel, please email or call Ontrack using the contact details provided or use the model cancellation form on our website.

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I agree to the use of my personal data in accordance with the Ontrack Privacy Policy. Details about how we process and store your personal data can be found at Privacy Policy, along with how to contact Ontrack.*

Mobile Recovery FAQs

Disabled Mobile Device FAQs

Mobile Recovery Case Studies

Ontrack Successfully Recovers Data from iPhone 5.

Mobile Recovery Blogs

Podcast 5 - Robert Bloomquist: Data Recovery from Mobile Phones

Start your data recovery now with a free consultation.

What type of device do you need data recovery for?

What is the main reason for your data loss?

What data is most important to you? Additional comments?

1. Contact details

2. Shipping details