1. Back up your data.

   If your phone works and you can unlock it:

   • If you aren't automatically saving your photos and videos to your Google Photos library, back them up now or copy them to a computer.
   • Make sure that any changes you made to contacts or calendar are synced to an account.
   • Back up your text messages. Search for ‘SMS backup’ in Play Store to find an app for this.

2. Make sure you have your security information:

   • The username for a Google account on your phone. (Settings > Accounts)
   • The password for that Google account. If you've forgotten the password, you can reset it. Wait 24 hours before resetting the phone if you reset your password.
   • If you set a screen lock, make sure you know the PIN, pattern or password.

   To restore your data after resetting, you'll need to enter security information. This shows that you or someone you trust did the reset and helps prevent others from using your phone without permission.

To erase all data and reset your phone:

1. Go to Settings > Backup & reset.
2. If you're resetting because you suspect a third-party app is causing problems, turn off Automatic restore. Instead of automatically restoring apps after the reset, you'll want to restore them one at a time to determine which is causing the problem.
3. Touch Factory data reset.

If you can't open Settings, do an external reset.

1. Charge your battery 30% or more.
2. Turn off the phone.
3. Press and hold the Volume Down button and the Power button at the same time until the phone turns on.
4. Press the Volume Down button until you see Recovery mode.

5. Press the Power button to restart in Recovery mode.

6. If you see an Android robot with a red exclamation mark, press and hold the Power button, then press and release the Volume Up button to display the menu options.
7. Use the Volume buttons to scroll to Wipe data/factory reset, then press the Power button to select it.

8. Use Volume buttons to scroll to an option and press the Power button to select it:

   • Userdata only: preserves personalised content delivered with your phone, including power up message, image, wallpaper, and ringtones
   • Userdata + personalized content: deletes all content and data

   Allow several seconds for the reset to complete.

9. Use Volume buttons to scroll to Reboot system now, then press the Power button to select it.

   Allow several minutes for the reboot to complete. If the phone doesn't finish rebooting, press and hold the Power button until the screen turns dark, then release it to power up normally.

10. If you reset your phone because you suspect a third-party app is causing problems, when you set up the phone again, on the Get your apps & data screen, touch under Restore from backup and select Set up as new device. Restore one app at a time and use the phone for a while. If the phone has no issues, install the next app and retest.