Hi ​@Freyajevs,

That does sound really concerning, I’m sorry you’re dealing with that. A phone showing the wrong location and powering off unexpectedly isn’t normal behaviour, so it’s definitely worth taking action quickly.

The best step here would be to factory reset your device. This will wipe everything on the phone and reinstall the software, which can help remove any glitches, and if there’s been any kind of unauthorised access, it should also kick that out.

Before you reset, make sure you back up anything important (photos, contacts, etc.), as this process will erase all data.

For iPhone:

• Go to Settings > General > Transfer or Reset iPhone
• Tap Erase All Content and Settings
• Follow the on-screen steps

For Android:

• Go to Settings > General Management (or System)
• Tap Reset > Factory Data Reset
• Follow the prompts to complete the reset

Once the reset is done, set the phone up again as normal.

If you’re not sure about doing this yourself or run into any issues, it’s a good idea to contact your device manufacturer (like Apple or your Android brand), they can guide you through it step by step.

As an extra precaution, I’d also recommend updating your passwords (email, Apple ID/Google account, banking apps, etc.) just to keep everything secure.

If you need any further help, feel free to let us know.

Regards,

Gemma M

The iD Mobile Social Media Team