If your phone will not turn on or charge, this article outlines your next steps. You might need to test your charging equipment or perform a battery kickstart.

Step 1: Clean the charging port

Lint, dust, and dirt can slowly collect inside the charging port of your device. This prevents the charging cable from making a secure electrical connection.

Follow these steps to safely clear debris from your charging port:

• Turn off the phone: Power off your device completely before you begin the cleaning process.
• Use a non-metal tool: Try to clean the port with a sharp plastic or wooden pick. Do not use a metal object, like a needle or safety pin, as metal can permanently damage the sensitive electronic contacts inside the port. Be gentle to avoid causing additional damage.
• Clear out the debris: Another option is to clean the port out by blowing some air into it. If you have a can of compressed air, you can use that to clear out the loosened debris.
• Test the connection: Plug in your charger without the protective case or back cover attached to see if the device begins to charge.

Step 2: Perform a forced restart

If cleaning the port does not help, the phone system might be frozen in a black screen state. A forced restart cuts power to your smartphone and forces it to restart.

1. Connect your device to its charger.
2. Press and hold the Power and Volume Down buttons at the same time for roughly 15 seconds.
3. Watch for a slight vibration or a brief screen flicker indicating the phone is starting up.

Step 3: Verify the software version

An outdated system can cause power issues.

Connect your phone to a Wi-Fi network and navigate to Settings > System > Advanced > System update to check for and install any available updates.

Step 4: Test your charging equipment

Faulty or weak accessories often cause charging issues. To rule this out, follow these verification steps:

• Try three different chargers: Test at least three different chargers and three different cables. Some chargers do not deliver enough power to the phone.
• Use recommended specifications: Ensure you’re using the correct charger type for your Fairphone.
• Charge via computer: Connect your smartphone to a computer to check if the computer recognizes the device or charges it.
• Remove accessories: Charge the phone without the protective case or back cover. Removing the back cover ensures the USB connector has a better fit into the charging port. If this fixes the issue, you might need to buy a new cable.

Step 5: Perform a battery kickstart

If your battery is completely empty, the phone may seem completely dead. Follow these exact steps to kickstart a drained battery:

1. Remove the battery: Power off your device, remove the back cover, and take out the battery.
2. Wait 30 minutes: Leave the battery out of the phone for half an hour.
3. Reinsert and connect: Put the battery back into the phone and connect the phone to your charger.
4. Check the indicator light: If the charging light blinks, the battery was totally empty. Wait a few minutes until the light becomes steady.
5. Monitor the screen: A loading battery icon should appear for a few seconds. You can press the power button quickly to display the icon. Keep the phone charging for more than one hour.

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.

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