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iPhone: Help and Advice for Common Issues

Some software issues and some hardware issues can be resolved by simply ensuring that your phone has the most up to date iOS software possible.

Be sure that your data is backed up using iCloud before upgrading to the newest iOS version. Plug your device into power and connect to a Wi-Fi network. Tap "Settings > General > Software Update." Tap "Download and Install."

How do I set up iCloud Backup?

  • While connected to a Wi-Fi network, Go to "Settings > [your name]," and tap "iCloud." If you're using iOS 10.2 or earlier, go to "Settings," then scroll down and tap "iCloud."
  • Tap "iCloud Backup." If you're using iOS 10.2 or earlier, tap "Backup." Make sure that iCloud Backup is turned on.
  • Tap "Back Up Now." Stay connected to your Wi-Fi network until the process completes.
  • Make sure that the backup finished: Go to "Settings > [your name] > iCloud > iCloud Storage > Manage Storage," then select your device. If you're using iOS 10.2 or earlier, go to "Settings > iCloud > Storage > Manage Storage," then select your device. The backup should appear in the details with the time and backup size.

There's no sound coming from my speaker

  • Ensure the sound is turned on and the volume is turned up. This can be done by going to "Settings > Sounds." Drag the "Ringer and Alerts" slider to turn the volume up.
  • Check that the application in use doesn't have the sound turned off.
  • Check the "Ring/Silent Switch" to make sure it's set to ring.
  • Restart your iPhone and retest the sound.
  • Check that "Do Not Disturb" is not enabled.
  • Ensure there is nothing in the headphone jack.
  • If sound still does not come from the device the speaker may need to be replaced. Schedule an appointment with an Apple Certified Geek Squad® Agent.

My phone has a cracked screen

  • Cracked screens require in-store service, which Best Buy provides. Best Buy uses Apple Authorized Parts directly from Apple to fix cracked screens, among many other issues. Make a reservation with one of our Agents to have your device looked at.

My phone dies because of short battery life

  • To improve battery life, you can turn off the feature that allows apps to refresh in the background. Go to "Settings > General > Background App Refresh" and set the switch to "Off."
  • Apple software updates often include advanced energy-saving technologies, so always make sure your device is using the latest version of iOS.
  • Dim the screen or turn on "Auto-Brightness" to extend battery life.
  • To dim, swipe up from the bottom of any screen to open "Control Center" and drag the "Brightness" slider to the left.
  • "Auto-Brightness" adjusts your screen to lighting conditions automatically. To activate it, go to "Settings > Display & Brightness" and set "Auto-Brightness" to "On."
  • When you use your device to access data, a Wi-Fi connection uses less power than a cellular network — so keep Wi-Fi on at all times. There are two ways to turn on Wi-Fi: Swipe up to open "Control Center," tap the Wi-Fi icon, and log in to a Wi-Fi network. Go to "Settings > Wi-Fi" to access a Wi-Fi network.
  • You can optimize your battery life by turning off "Location Services" for the app. Turn off in "Settings > Privacy > Location Services."
  • If you have tried all the suggested ways to save battery life and you are still experiencing battery drain, schedule an appointment with an Apple Certified Geek Squad Agent. They will be able to run advanced battery diagnostics and replace the battery of the device, if required.

How do I unlock my device if I forgot my password?

If you or someone else enters your password, security questions, or other account information incorrectly too many times, your Apple ID automatically locks to protect your security, and you won't be able to sign in to any Apple services. You can unlock your Apple ID after you verify your identity.

If your Apple ID is locked for security reasons, you might see one of these alerts:

  • "This Apple ID has been disabled for security reasons."
  • "You can't sign in because your account was disabled for security reasons."
  • "This Apple ID has been locked for security reasons."

When you see one of these alerts, you can go to to unlock your account with your existing password or to reset your password. After multiple unsuccessful attempts to unlock your account, your Apple ID will remain locked and you can try again the next day.

If you use two-step verification, you need to use your recovery key and a trusted device. And if you use two-factor authentication, you need a trusted device or trusted phone number to unlock your Apple ID.

If you see a message that is different from the alerts above and you can't reset your password, please contact us for help.

My phone will not turn on

  • Try a different charger to see if it will charge the phone.
  • Use the USB power adapter and USB cable that come with your device. For a third-party accessory, check that it's Apple certified. As your device charges, you'll see a lightning bolt beside the battery icon in the status bar, or a large battery icon on your lock screen.
  • Plug your charging cable into a USB wall adapter, then plug the adapter into the wall or into a powered USB hub, docking station, or other Apple-certified accessory.
  • With a working charger, leave the device plugged in and try turning on the phone. If the phone does turn on but won't stay on without being plugged in, there is a hardware issue with the phone. Schedule a reservation with an Apple Certified Geek Squad Agent to assist.
  • If the device doesn't turn on when trying different chargers, the battery is most likely not holding or receiving a charge. This can be fixed by scheduling an appointment with an Apple Certified Geek Squad Agent.

I'm having cellular connectivity issues

  • Check with your carrier to ensure the service for the device is still active.
  • Test a new SIM card by scheduling an appointment with an Apple Certified Geek Squad Agent.

I'm having connectivity issues with Bluetooth and Wi-Fi

  • Ensure Bluetooth or Wi-Fi is turned off by going to "Settings > Bluetooth."
  • Reboot your iPhone by holding the "Home Button" or "Volume Down Button" (iPhone 7 7+ only) and "Power Button" until you see the Apple Logo.
  • Re-enable Bluetooth or Wi-Fi from the "Control Center" or "Settings > Bluetooth."
  • Test the device on another Bluetooth device to help determine if it is the device being connected to.
  • If there are still issues, schedule an appointment with an Apple Certified Geek Squad Agent.

How do I reset my phone back to Apple factory settings?

  • Always ensure your data is backed up. Factory resets will delete the data on the phone.
  • To access the factory reset options, go to "Settings > General," scroll until you see "Reset." Tap "Erase All Content and Settings." You will need to enter your Apple ID and password to proceed. The reset process can take a minute or two. You will see the welcome screen when complete.
  • If there are still issues, schedule an appointment with an Apple Certified Geek Squad Agent.

I'm having issues with an application

  • If you are having application issues, try uninstalling and reinstalling the application. If there are applications you no longer need, remove them, as they not only take up space on the device but can also slow it down. Navigate to the "Home Screen" that contains the icon for the application you wish to remove. Gently tap and hold the icon for about two seconds until all the icons wiggle. Tap the X on the app you wish to uninstall. Press the "Home" button to stop the apps from wiggling.
  • Be sure your apps are genuine Apple-approved apps downloaded through the iTunes App Store.
  • If you're having issues removing an application, schedule an appointment with an Apple Certified Geek Squad Agent.

I'm having trouble with the response of my touch screen

  • Make sure that your hands are clean and dry, then try to remove the case or screen protector on your device. Clean the screen with a soft, slightly damp, lint-free cloth.
  • Restart the device and try the touch screen again.
  • If you have an iPhone 6s or later that isn't responding properly to 3D Touch presses, you can adjust the settings: Go to "Settings > General." Tap "Accessibility > 3D Touch." Then adjust the sensitivity of the setting.
  • If your touch screen still doesn't respond like it should, schedule an appointment with an Apple Certified Geek Squad Agent.