Summary:

This article provides step-by-step instructions for how to submit the request to remove the Troomi OS from the Troomi phone.



IMPORTANT: Your device may not be eligible for OS removal. Please contact support to verify. 



Submit the request:

To start the process of removing the Troomi OS, you will need to submit a ticket or give us a call to remove the Troomi OS. You can submit a ticket in the Parent Portal or by sending an email to support@troomi.com. You can also call Support at (866) 545-4222.


Please be advised that there is a $29.95 Troomi OS Removal Service Charge that will be charged to the card on file.


Information you will need:

To remove the Troomi OS from your device, you will need the following information:


- The Account Security PIN that you established when you purchased the phone (If you have forgotten your PIN, it can be retrieved in the Account Section within the Parent Portal)

- Authorization to charge the card on file the $29.95 Troomi OS Removal Service Charge

- A written formal statement asking for Troomi KidSmart OS to be removed from the phone (an email to the Support agent is fine)

- The device IMEI, which is found in the Settings > About Phone section of the phone. (Sending a photo is ideal)


You can find more detailed instructions for finding the IMEI:

https://troomi.freshdesk.com/a/solutions/articles/73000610091


Removing the Troomi OS:

Once all the information is given, the agent will process your request and contact you once the Troomi OS is removed. The agent will also instruct you to do a factory reset on the phone. Once the factory reset is complete, the Troomi OS will be fully removed from the Troomi phone.


Here are the steps to Factory Reset your device:

  • Go to Settings > About > Reset
  • Choose Factory Reset
  • Tap OK
  • Tap Delete All

This may take 3-5 minutes. Please be patient.