Find out everything you need to know about using our online tools to diagnose and resolve issues with your device. This guide helps you navigate the portal, choose the right repair option, and prepare for a fix.

What is the Fairphone Repair Request Portal?

The Fairphone Repair Request Portal makes repairs easier. You can learn how to confidently fix issues with your Fairphone device right at home, or opt to send it in to our service centers. 

You diagnose your device using our portal, then you see your options; either sending the device to us for a repair, or fixing the issue at home with our support. This authorized service is powered by our partner company, B2X.

With the portal, you can:

• Troubleshoot interactively: Walk through guided steps to help diagnose product issues.
• Get clear repair paths: Instantly see next steps, whether it’s creating a repair order or contacting support for more complex cases.
• Create returns instantly: Eligible customers can submit a return request themselves and get a confirmation number right away.
• Simplify shipping: Access all necessary shipping instructions, plus a printable label to send in your device.
• Stay informed automatically: Receive email updates at every step of the process for a faster, more transparent, and seamless support experience.

Choosing your repair path

When you diagnose a device issue in the portal, you can choose between two main options based on your needs: a home repair or a repair at one of our authorised service centres. 

Home repairs

Some repairs are easy and much more convenient for you to do in the comfort of your own home. We recommend diagnosing the issue first, as some repairs are covered by your warranty.

What you need for a home repair

To complete a repair at home, you will need:

• The relevant spare part (available on our online shop).
• A Phillips 00 or Torx T5 screwdriver.
• The right detailed repair guide for your specific device model.

If you're unsure which part to order or how to proceed, our customer support team is always ready to assist you.

Service center repairs

Sometimes, the problem might be too complex for a DIY repair. Our trusted repair centers are the best way to go in these cases. They will further diagnose the issue in detail before letting you know the next steps. 

Some repairs are covered by warranty while others are not. We always keep you in the loop if there are any costs involved, and only proceed with your approval.

How to track your service center repair

You can track your repair at any time by entering your job number or serial number in our Repair Tracker.

Warranty coverage and repair costs

When you send your device for repair, the repair center will perform a full inspection and diagnostics. Repair costs depend entirely on the type of damage and your warranty status:

• In-warranty repairs: If we find no signs of accidental or cosmetic damage, and your product is still within our standard or extended warranty period, your repair will be covered completely free of charge.
• Out-of-warranty repairs: If the repair center finds damage not covered by our warranty, they will send you a quote for the repair costs based on our standard price lists.

If you receive a quote for an out-of-warranty repair, you will have the following options:

1. Accept the quote and pay for the repair.
2. Pay for shipping to have your device returned unrepaired.
3. Abandon the device for free recycling.

You can review our price lists in advance: 

• Fairphone repair price list 
• Fairbuds and Fairbuds XL price list

Still need help?

First try our self-service portal and then reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.