This guide explains how to use our interactive tools to diagnose issues and what to check before you reach out to our team.

We highly recommend using our interactive diagnostic tool before you perform advanced hardware changes.

• Diagnose your device: The troubleshooter helps you find and fix issues yourself. It guides you through the first steps to determine if a third-party product, such as a downloaded app, a broken cable, or an old SIM card, is causing the problem.

• Get quicker support: If you cannot solve the problem on your own, the outcomes of your diagnostic test help our support team assist you quicker and better. 

   

Important steps before you contact customer support

Please review these two important checks before you reach out to our support team. This helps us get you the right help faster:

• Check your provider: Did you buy your phone from Commown or Murena? If so, please contact their customer support teams directly instead. They will handle your request.

• Check your operating system: Did you install a custom ROM or a different operating system on your phone? If yes, you must change the software back to the official Fairphone operating system before our support team can help you. We cannot troubleshoot custom software setups.

   

Still need help?

If your issues persist, 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.