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Frequently asked questions

How do I get help for my phone?

Have a look at our user guides first. If you still can’t find what you’re looking for, get in touch with your network provider or the store where you bought your phone.

I’ve forgotten my passcode, what should I do?

Get in touch with your network provider and they’ll let you know what to do.

Or you can restore the factory settings – Warning, it’s worth backing up your data first so you don’t lose your important files. (Settings > Backup) Go to Menu > Settings > Restore Factory Settings > Settings only and enter your passcode

How do I change my passcode?

To change your phone’s passcode go to Menu > Settings > Access codes > Change PIN code > Enter current code > OK > Enter new PIN code > OK > Verify > OK

I bought my Nokia from Microsoft, is the warranty still valid?

Depending on which country you bought your phone in, your warranty is valid for 12 to 24 months from the moment of purchase. So if you’re still within that warranty window you’re covered. You can also double check the details with your network provider or the store you bought your phone from, do not forget to bring your proof of purchase (invoice or receipt).

Where can I get support for my Lumia smartphone?

There are two main resources that provide support for Lumia phones. For general support and information, you can visit Microsoft Mobile devices help page. For troubleshooting and repair queries, you can visit B2X and search for your Lumia model.

Where can I find the warranty terms for my phone?

Have a look at the user guide that came with your phone, or you can get in touch with your network provider or the store you bought your phone from.

How do I get my phone repaired or replaced?

We offer replacement phones rather than repairs. In case your phone is defective, your network provider or the store you bought your phone from will be able to help getting you a replacement device.

What should I do if my phone is lost or stolen?

Contact your network provider right away and tell them it’s missing. If your phone is stolen, you should also report it to the police immediately.

Where can I see the full range of Nokia phones?

Head here to see our latest mobile phones. Most mobile phone operators and retailers will also have all or some of the Nokia range available.

Where can I buy a Nokia phone?

You can buy a Nokia phone from most mobile phone operators and retailers.

My phone won’t turn on, what should I do?

Charge your device for at least 10-30 minutes and then try turning it on. If that doesn’t work you should contact your network provider or the store you bought it from.

My phone won’t charge, what should I do?

First, make sure the socket you’re using is providing power by plugging another device in. Next check the power cable for any damage. Do the same with your phone’s charging port and remove any debris that might be stuck in it. Once you’ve checked everything’s OK, turn your phone off and plug it in – if the battery is completely drained it may take 2-3 minutes to start charging. If that doesn’t work, get in touch with your network provider or the store you bought it from.

Troubleshooting tips

If you’re having problems with your phone, it’s always worth trying one of the following to see if it helps:

Restart your phone

Turn your phone off and take the battery out. Wait a 30 seconds put the battery back in and then switch your phone on.

Charge your phone

Once the battery is full, disconnect the charger and try restarting your phone.

If the battery is completely discharged, it may take several minutes before the charging indicator is shown or before you can make any calls. If the battery has not been used for a long time, you may need to connect and disconnect the charger a couple of times.

Restore to factory settings

If your phone isn’t working properly you can try resetting it. This does not affect documents or files stored on your phone but we recommend you back it up first before restoring to factory settings, just in case. (Settings > Backup).

  1. End all calls and connections
  2. Go to Menu > Settings > Restore Factory Settings > Settings only
  3. Type in your passcode

After restoring the original settings, your phone switches off and then on again. This may take longer than usual.