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 help manuals for step by step instructions. 

  Liquid Check

Check if your phone has been exposed to liquid damage

Water and other liquids affects the sensitive elements inside devices & can lead to the device ultimately malfunctioning.

How can it happen?

Though the obvious way for this to happen could be dropping your phone in water. There are lots of other ways this can happen but here are some examples: using the device in the rain using it with wet hands humidity in tropical climates or steam from a shower can lead to water entering the device.

How is it detected?

A liquid damage indicator in the device will turn from white to a pink colour, identifying that it’s come into contact with liquid. These indicators can be located in a number of different locations depending on the device itself, however these can include the phones external battery, camera lens casing, headphone jack and battery cradle to name a few.

Can it be repaired under warranty?

Generally no as many manufacturers' warranties don’t cover damage caused by liquid. Devices with water resistance or waterproofing however might be covered, but only in specific circumstances where a manufacturing issue has caused the damage.

We recommend that you check your device warranty to see whether water damage is covered under the manufacturer’s warranty.

If you’re still unsure whether your device can be repaired under warranty you can send it for assessment and we can advise if it's covered

If you’ve confirmed that your device has not been exposed to liquid damage, please continue to STEP 3