Troubleshooting and support

When you want to learn more about your phone, or if you're unsure how your phone should work, there are several support channels for you to check.

  1. To help you get the most out of your phone, there's a user guide in your phone with additional instructions. Tap Lumia Help and Tips iconLumia Help + Tips.

    On the support pages, you can find:

    • Troubleshooting info

    • Discussions

    • News on apps and downloads

    • Software update info

    • Further details about features and technologies, and the compatibility of devices and accessories

    Troubleshooting and discussions may not be available in all languages.

    For support videos, go to www.youtube.com/lumiasupport.

If your phone freezes

  1. Try the following:
    • Press and hold the power key for about 10 seconds. The phone restarts.

    If your phone freezes frequently, update your phone software, or reset your phone. Resetting restores the factory settings, and erases all your personal content, including apps you've purchased and downloaded. On the start screen, swipe down from the top of the screen, and tap ALL SETTINGS > about > reset your phone.

    If your issue remains unsolved, contact your network service provider or Microsoft Mobile for repair options. Before sending your phone for repair, always back up your data, as all personal data in your phone may be deleted.

    Tip: If you need to identify your phone, to view the unique IMEI number of the phone, dial *#06#. You can also find the IMEI number in the phone body. For details, see the product and safety information section in the online user guide.