Getting Started Guide

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Troubleshooting ..............................................
Before contacting the service center, you are advised to follow the instructions below:
•Tohaveoptimaloperation,fullychargethebattery.
•Toimprovethephone’sperformance,removeunnecessaryfilesorappsonyourphone.
•Toupdateyoursystemsoftware,usetheSystem update command in your phone’s settings.
•Tosetyourphonetofactorydefault,usetheReset options in the phone’s settings. All your phone data will be lost
permanently. It is strongly advised to fully back up your phone before resetting.
My phone can't be switched on
• When the phone can't be switched on, charge for at least 10 minutes to ensure the minimum battery power
needed. Then switch it on again.
My phone has not responded for several minutes
• If your phone doesn’t respond, turn off your phone by pressing and holding the Power key until it turns off and
then restart it again.
My phone turns off by itself
• When your phone turns off by itself, make sure that the Power key is not accidentally pressed.
• Check the battery charge level.
• If it still doesn't work, Factory reset the phone via the Reset options in the phone’s Settings. Make sure you
have backed up your data.
My phone can't charge properly
• Make sure that you are using the proper charger that comes with the phone.
• Make sure that your battery is not completely discharged; if the battery power has been discharged for a long
time, it may take around 10 minutes to display the battery charging indicator on the screen.
• Make sure that charging is carried out under normal conditions (0°C (32°F) to 55°C (131°F)).
• When abroad, check that the voltage input is compatible.
• Check that the charging port is secured or it’s not damaged.
My phone can't connect to a network or "No service" is displayed
• Try connecting to the network by moving to another physical location.
• Verify the network coverage in your current area.
• Check that your SIM card is valid.
• Make sure your phone’s setting is not in airplane mode.
• If you are away from your T-Mobile's network, you may need to enable roaming in the phone’s settings to
connect to other network. Roaming charges may apply.
My phone can't connect to the internet
• Make sure that Cellular Data internet service is available in your wireless service plan.
• Check your phone's settings. Make sure Cellular Data is enabled or Wi-Fi connected.
• Make sure that you are in a place with network coverage for cellular data or Wi-Fi internet connection.
• Try connecting at a later time or another location.
Invalid SIM card
• Make sure that the SIM card has been correctly inserted (see "Inserting Nano SIM card").
• Make sure that the chip on your SIM card is not damaged.
• Make sure that the service of your SIM card matches the network you’re on.
My phone can't make outgoing calls
• Make sure that you have dialed a valid number and have touched Call on your phone.
• For international calls, check the country and area codes.
• Make sure that your phone is connected to a network, and the network is not overloaded or unavailable.
• Check your subscription status.
• Make sure that you have not barred outgoing calls.
• Make sure that your phone is not in airplane mode.
My phone can't receive incoming calls
• Make sure that your phone is switched on and connected to a network.
• Check for overloaded or unavailable network.
• Check your subscription status.
• Make sure that you have not forwarded incoming calls.
• Make sure that you have not barred certain calls.
• Make sure that your phone is not in airplane mode.