My Fairphone app

 

Since 2021, we offer the My Fairphone app to our customers. The Fairphone 4 and the Fairphone 3(+) ship with the app preloaded.

 

We created the My Fairphone app to function as your individual guide to a more sustainable lifestyle. It will help you troubleshoot, help you learn even more about your device and how we make our phones as sustainable as possible

 

About the app

What can the My Fairphone app do:

 

Home

A dashboard with your personal info, including:

  • Your monthly average CO² emissions
  • The equal amount of trees you would need to plant to counter those CO² emissions
  • An invitation to join our green challenges and collect badges while completing them.

 

Phone

Help you troubleshoot and fix your device via:

  • Troubleshooter with integrated tests that can check the hardware on your phone (currently only available on Fairphone 3/3+, the feature will come to Fairphone 4 in the coming months)
  • Support articles
  • Easy contact with our Customer support team (with access to your current and previous help requests).

Get to know your device and its sustainability via:

  • Spare parts passports that explain more about the part, its components and why it is sustainable.

 

People

Stay in touch with other Fairphone users or enthusiasts on the community-run Forum.

 

Planet

The Planet section helps you find and discover sustainable options in your local area.

 

Settings

  • Notifications and invitations for different topics that you can turn on & off individually. For example, notifications to register for the Fairphone 4 Extended Warranty
  • The Privacy Policy.

You can read more about the My Fairphone app in our blog post. Or, find your answer below.

 

Frequently Asked Questions (FAQ)

 

Q: What is the latest software version of the app?

A: The latest software version of the app for both Fairphone 3 and Fairphone 4 is: 2.1.10.

 


Q: Where can I see if the My Fairphone app is on the latest version?

A: You can verify the version of your My Fairphone app in two ways:

  1. Via the Settings:
    1. Open your phone Settings (cogwheel icon) and go to Apps & notifications > See All xx Apps
    2. Select My Fairphone app > Advanced > scroll down until you see version x.x.x.
  2. Via the app:
    1. Open the App drawer by swiping from the bottom of the screen up
    2. Tap and hold the My Fairphone app icon until the tooltip App info shows
    3. Tap on the text App info > Advanced > scroll down until you see version x.x.x.

Q: How can I update the My Fairphone app?

A: If you have automatic updates enabled, you should already have the update. In case you do not have the most recent update, go to:

Settings > Apps & notifications > See All xx Apps > Select the My Fairphone app > Advanced > App details.

This opens the app in the Google Play Store, where you should be able to update via the normal tab under the logo.

You can also enable automatic updates: tap on the 3 dots in the upper right corner and select Enable auto update.

Another possibility is to update manually via the Google Play store:

  1. Open the Google Play Store on your phone
  2. Tap on your Google account icon on top right to open the menu for that account
  3. Tap on Manage apps & device in the menu that opens
  4. Tap on the tab Manage > Apps & Games > Updates available
  5. Search for the My Fairphone app. Select the box on the right
  6. Click on the Update icon on top.

 

Q: I can’t log in to the app?

A: If you made the account on a Fairphone 3 or 3+ before December 20, 2021 / version 2.0.0, the login credentials were based on our support platform. Since version 2.0.0 - released on December 20, 2021 - the login credentials for the app are now based on our online shop platform.

You can still access your help requests when you log in to our support pages.

If you want to log in to your app now, you will have to use your shop account, or create a new account. You can do this (and request a new password) via the app, or via our online shop environment.

If you use different email addresses for the support environment and the shop environment, the My Fairphone app is currently unable to connect the two.

If all this is not the case, please clear the cache of your app. If that doesn't help, proceed with clearing the storage.


Q: Why do I have to login?

A: The reason we’ve included a login is because the account allows you to transfer your CO² usage and savings across devices. Some future features that we are developing, also need the use of an account.

 

Q: The My Fairphone app seems stuck on the starting page?

A: Please Power off your phone first. After a few minutes, turn it on again.

If the error still happens, please update the app. If you have automatic updates enabled, you should already have the update. In case you don't, go to:

Settings > Apps & notifications > See All xx Apps > Select the My Fairphone app > Advanced > App details.

This opens the app in the Google Play Store, where you should be able to update via the normal tab under the logo.

You can also enable automatic updates: tap on the 3 dots in the upper right corner and select Enable auto update.

To update:

  1. Open the Google Play Store on your phone
  2. Tap on your Google account icon on top right to open the menu for that account
  3. Tap on Manage apps & device in the menu that opens
  4. Tap on the tab Manage > Apps & Games > Updates available
  5. Search for the My Fairphone app. Select the box on the right
  6. Click on the Update icon on top.

If that doesn't work out:

  1. please clear the cache of the app.
  2. If that doesn't help, please clear the storage of the app.

If all this doesn’t help and you are using the latest software version of the app, please contact our Customer Support team.

 

Q: My Fairphone app doesn't connect, even when I retry.

A: There can be several causes. From easiest fixes to more impactful troubleshooting:

  1. Power your phone completely off. Then power it on again.
  2. Make sure your device is connected to a reliable Wi-Fi or mobile data network with access to internet. Fairphone 3: Wifi and mobile network. Fairphone 4: Wifi and mobile network.
  3. Please make sure your device runs the latest software version. Fairphone 3 and Fairphone 4.
  4. Make sure you have the latest software version of the My Fairphone app:
    1. Open the App drawer by swiping from the bottom of the screen up
    2. Tap and hold the My Fairphone app icon until the tooltip App info shows
    3. Tap on the text App info > Advanced > scroll down until you see version 2.1.10.
    4. If you are running an older version of the app, please update the app:
      1. Update the My Fairphone app:
      2. Open the Google Play Store on your phone
      3. Tap on your Google account icon on top right to open the menu for that account
      4. Tap on Manage apps & device in the menu that opens
      5. Tap on the tab Manage > Apps & Games > Updates available
      6. Search for the My Fairphone app. Select the box on the right
      7. Click on the Update icon on top. 
  5. Please clear the cache of the app.
  6. If that doesn't help, please clear the storage of the app.

If all this doesn’t help and you cleared the cache of the app, please contact our Customer Support team.

Q: Can I delete the app?

A: Since the My Fairphone app is one of the native apps of the Fairphone, it is not possible to deinstall it. But you can deactivate it so it is not running in the background anymore. To deactivate the My Fairphone app:

  1. In Settings > Apps and notifications > See All xx Apps > Select the My Fairphone app
  2. Tap Disable.

If you don’t want the app at all, the only option is to install an alternative OS. Please be aware that if you want to make use of your manufacturing warranty, you have to return to the original Fairphone OS.

 

Q: I get notifications for a Longevity survey and I don’t want it. How do I stop it?

A: Every 6 months we send you a short survey about how long you expect to use your device. This way we can measure if Fairphones stay in use longer than the average smartphone. To stop getting these invitations:

  1. Open the My Fairphone app
  2. In Settings, set the toggle to Off in either All notifications, or only the toggle for Invite to give feedback.

 

Q: I get notifications for registering for the Fairphone 4 Extended Warranty and I don’t want it. How do I stop it?

A: It is possible that you still receive reminders after you have registered.

To stop the invitation and reminders:

  1. Open the My Fairphone app
  2. In Settings, set the toggle to Off in either All notifications, or only the toggle for Warranty reminder.

 

Q: Can I use the app on an alternative operating system such as /e/OS? 

A: No. The My Fairphone app depends on some Google Play Service APIs. So the phone needs to have Google Play Services installed. The My Fairphone app currently does not work with operating systems other than the Fairphone OS. However, we are looking into the possibilities to make it available in the future.

 

Q: Is the My Fairphone app only available for Fairphone users - I can not find the app in the PlayStore?

A: At the moment the app is only available for Fairphone users. The app is optimized for the display size of our Fairphone devices. However, we will be working on making the app compatible with other devices in the future.

 

Q: Will the My Fairphone app be available to Fairphone 2 users with the upgrade to Android 10?

A: The app is specifically optimized for the display size of our Fairphone 3, 3+ and Fairphone 4 devices. The display size is similar enough that we can optimize content between the two display sizes. This is not possible for the Fairphone 2 because the display size is too small. In the future, we are looking into making the app compatible with a larger variety of screen sizes. For the Fairphone 2, you have the Fairphone Checkup app available to help you out with troubleshooting.

 

Q: Will the app be open source?

A: There are no current plans to make the app open source as it requires Google API’s to work. We may look at changing this in the future but there are no current plans to do so in the coming months.

 

Q: How can I access the app on Managed Devices?

A: ​​The My Fairphone app comes pre-installed in the Fairphone 4. It is included in the software build that ships with the device. To find it:

  1. In your phone, open Settings > Apps and notifications > See All xx Apps
  2. Select the My Fairphone app.

Please check manually on each device.

 

Q: Where can I leave feedback on the app?

A: You can leave your feedback about this support article or on the My Fairphone app via:

  • The form at the bottom of this support page ("How helpful was this article?" - Give a rating and a text window will open).
  • Fill in the surveys we send you!
  • In case you need help, please get in touch with our Customer Support team.

 

Q: What Personal Data do we collect?

A: Depending on who you are and what features of the My Fairphone app you use, we may process different categories of Personal Data about you. This could contain:

  • First name
  • Last name
  • E-mail address
  • IMEI Number
  • Device information (operating system and browser used, plugins and fonts installed, screen size
  • Network Operator)
  • Log information: the time and duration of your use of the My Fairphone App
  • Location information: your approximate location derived from your IP address. We erase the last three numbers of your IP address to make this more anonymous
  • Preferences you set in the My Fairphone App about language and location
  • Any information you provide us.

You can read more about this in the Privacy Policy of the My Fairphone app:

Open the My Fairphone app > Settings > Privacy Policy.

 

Q: How do we collect your data? For what does Fairphone use the data?

A: When you create a support ticket in the My Fairphone app, the application creates this ticket in Fairphone’s ticketing service, Zendesk. We use Google’s Firebase and Google Analytics for Mobile to analyze My Fairphone app usage.

We use this date for the following purposes:

  • To allow you to submit customer service questions to our team
  • To assess your problems and to provide you with the requested support
  • To analyse and improve our customer support and for trainings of new agents
  • To improve our services through the My Fairphone App
  • To provide the necessary network security​.

You can read more about this in the Privacy Policy of the My Fairphone app:

Open the My Fairphone app > Settings > Privacy Policy.

 
If you need more help after reading the article, please get in touch with our Customer Support team.