FAQs

I'm having connectivity issues with WiFi

Is it greyed out? If so unfortunately it will need to come back to us if it still under warranty for a replacement. 

If it isn’t, have you tried connecting to another WiFI router or hotspot? Try resetting the router and reconnecting.

I'm having connectivity issues with Mobile Network

Try resetting your network settings:

  • Open the ‘Settings’ app
  • Go to “General” section
  • Choose “Reset” and then select “Reset Network Settings”
  • Confirm to reset network settings, this will reboot the iPhone, iPad, or iPod touch and clear and reset all network service settings on the device

Check your SIM card is active in another phone or with the network.

Is my battery faulty?

Check your device’s maximum battery capacity percentage by going to the battery health section in the device’s settings. If this percentage is below 75% a battery replacement is highly recommended. If your device is boot-looping (meaning it repeatedly restarts over and over), it’s likely the battery is faulty.

My device is not charging
  • Check there is no debris or fluff in the charging port blocking it. The cable casing should be flush with the phone
  • Gently use a small plastic tool to carefully pry any debris from the charging port. The item should now charge.
  • Check that the cable and plug are fully working on another device. If not, they will need to be replaced.
My iPad won’t update to the latest iOS

Please check supported iOS for iPad devices:

iPadOS 12 Supported Devices

  • iPad mini 2
  • iPad mini 3
  • iPad mini 4
  • iPad 5th Generation
  • iPad 6th Generation
  • iPad Air
  • iPad Air 2
  • iPad Pro 1st Generation (All Screen Sizes)
  • iPad Pro 2nd Generation (All Screen Sizes)

iPadOS 13 Supported Devices

  • iPad Air
  • iPad Air 2
  • iPad mini 4
  • iPad mini 5
  • iPad 5th Generation
  • iPad 6th Generation
  • iPad 7th Generation
  • iPad Pro 1st Generation (All Screen Sizes)
  • iPad Pro 2nd Generation (All Screen Sizes)
My device does not recognise iTunes
  • Update iTunes to the latest version
  • Update your PC/Mac
  • Check your computer security such as virus scan, firewall and malware blocker isn’t causing an issue and stopping iTunes from functioning
  • Check that the physical cable between the device and the computer is working. Have you tested that it will charge the device from the mains power?
  • Check there are no obstructions in the charging port of the device blocking the cable connecting the device to the computer
  • Restart the computer and/or the device itself
My device is frozen

If your display doesn’t respond, you might need to force restart your device. Follow these steps:

  • iPad models with Face ID: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Press and hold the Top button until the device restarts.
  • iPhone 8 or later: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Press and hold the Side button until you see the Apple logo.
  • iPhone 7, iPhone 7 Plus: Press and hold both the Side button and the Volume Down button for at least 10 seconds, until you see the Apple logo.
  • iPad with Home button, iPhone 6s or earlier: Press and hold both the Side (or Top) button and the Home button for at least 10 seconds, until you see the Apple logo
My device keeps signing out of iCloud

Please note that we cannot process any return if your device is still connected to your iCloud account.

To sign out of your iCloud account please complete the following steps:

  • Tap Settings > iCloud (If you can’t see “iCloud” tap your name/profile at the top of the Settings screen).
  • Scroll down and tap Sign Out.
  • Tap Sign Out again, then tap Delete from My iPhone and enter your password.
  • Go back to Settings and tap General > Reset > Erase All Content and Settings.
  • If you turned on Find My iPhone, you might need to enter your Apple ID and password.
  • If asked for your device passcode or Restrictions passcode, enter it. Then tap Erase [device].
Problems with device loudspeaker
  • Check the loudspeaker volume is set to maximum.
  • Check there is no debris in the speaker.

All iPhones only have one speaker so to hear from one side is normal, all iPads apart from the pro series have only one speaker so to hear from only one side is normal.

I can’t hear anything on a call
  • Check there is no debris in the earpiece. Please use some tape to lift out any debris from the earpiece
  • Check the earpiece volume is up to the maximum. In call, press the up volume button.
Does my warranty cover cracked screen or liquid damage?

Unfortunately, it does not. Any visual or hidden cracks will automatically void any warranty regardless of faulty part. Cracked screen indicates impact damage which can have an adverse affect on any component inside the device, including the motherboard.