6 Step Trouble Shooting Guide

Before you begin, make sure that you've successfully backed up your personal data like contacts, pictures and apps stored on your device. If you'd like assistance backing up your data, click here.

If you suspect that your mobile device is faulty, this simple set of steps can help work out what's going on. Some common faults can be fixed by following the steps below. If you need help with troubleshooting, use our mobile interactive device guides for step by step instructions.

The below guide explores your options under any manufacturer's warranty. Our goods also come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Damage Check

Check for any signs of physical damage on your phone

If your device shows signs of cosmetic or physical damage, then it may not be covered under the manufacturer's warranty and you may be charged for submitting it for repair.

Some examples of physical damage are:

  • A smashed screen
  • External cosmetic damage
  • Signs of impact marks on the corner or sides of the device - which may result from a drop
  • A damaged charging port
  • Defects caused by the use of non-authorised accessories with the device
  • Internal damage which can only be assessed by the repair centre

If you've confirmed that your device is not physically damaged, please continue to STEP 2