Phone & tablet troubleshooting

Asks for someone else’s Google account

Factory Reset Protection (FRP) is Android’s anti-theft system. If your phone asks for a previous owner’s Google account, that’s on us. Don’t try to bypass it - get in touch via our contact page with your order number. We’ll arrange a free return or fix it remotely.

Wi-Fi keeps dropping

1. Forget the network in Settings → Network & internet → Wi-Fi → (long-press) → Forget, then rejoin.
2. Reset network settings: Settings → System → Reset → Reset Wi-Fi, mobile & Bluetooth. (You’ll lose saved passwords.)
3. Try 2.4 GHz vs 5 GHz from your router - some older phones struggle with 5 GHz at range.
4. Restart the router.

Slow or no charging

Most modern Android phones support some form of fast charging - but you need a charger that matches. Pixel uses USB-C PD; OnePlus has SuperVOOC / Warp; Xiaomi has Hyper Charge; Sony uses USB-C PD. Generic chargers will work but slowly.

1. Try a different USB-C cable to rule out cable damage.
2. Try a different adapter - preferably the original brand’s charger or a known PD-capable one.
3. Clean the USB-C port - lint and pocket grit are the most common cause of intermittent charging. A wooden toothpick gently works.
4. If charging only kicks in at certain angles, the port may need professional cleaning - contact us under warranty.

Won’t turn on

1. Plug into a known-good charger for 30 minutes.
2. Try a hard reset: hold Power + Volume Down for 15 seconds. (Pixel sometimes needs Power + Volume Up.)
3. If nothing after 30 minutes on charge and a hard reset, contact us under warranty.

Play Store apps won’t install

Common causes:

• Storage full - clear out the Downloads folder and any large videos in Google Photos.
• Google account out of sync - Settings → Accounts → Google → tap your account → Sync now.
• Play Store cache corrupted - Settings → Apps → Play Store → Storage → Clear cache.
• Brand-specific app store - some Huawei phones use AppGallery instead of Play Store. They’re separate ecosystems.

Still stuck?

Tap Chat to support on the right - same-day reply Mon–Fri.