Customer Support

  • All OnePlus phones are not Ingress Protection (IP) certified for water and dust resistance. However, we have designed each device to hold up to day-to-day environmental factors. Using your device in light rain or with wet hands should not damage your phone, provided that water exposure is kept to a minimum.
    However, please be aware that your warranty may be void if liquid damage indicators inside your OnePlus device are triggered.

     

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  • You can buy directly from oneplus.net if you live in the following countries and regions:

     

    • Austria
    • Belgium (Nederlands)
    • Belgium (Français)
    • Bulgaria
    • Canada (Français)
    • Canada (English)
    • Croatia
    • Cyprus (ελληνικά)
    • Cyprus (Türk)
    • Czech Republic
    • Denmark
    • Estonia
    • Finland
    • France
    • Germany
    • Greece
    • Hong Kong
    • Hungary
    • India
    • Indonesia
    • Ireland
    • Italy
    • Latvia
    • Lithuania
    • Luxembourg (Français)
    • Luxembourg (Deutsch)
    • Malta
    • Netherlands
    • Poland
    • Portugal
    • Romania
    • Slovakia
    • Slovenia
    • Spain
    • Sweden
    • United Kingdom
    • United States


    We only ship to the countries listed above. Many of our customers in other countries use friends or mail-forwarding services to receive their order, but OnePlus does not officially support or endorse third-party services.
    OnePlus products are also available from authorized retailers in Bahrain, Israel, Kuwait, Malaysia, Oman, Qatar, Saudi, Singapore, UAE etc - please check https://oneplus.net/retailers for the full list of stores.
    If your country isn't covered yet, don't worry - we are constantly expanding our efforts to reach OnePlus fans all over the world. Tune into the OnePlus Forums, Facebook, Twitter and Google Plus pages to keep on top of news releases.

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  • You may cancel your order under the "My Orders" section of your OnePlus Account, as long as the cancel order button is active and your order is under pending shipment. Once your order has been processed and shipped, cancellation will not be possible and you may refuse the parcel upon delivery; we will issue a refund once we've inspected and received your parcel. 

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  • Please note that if you have two SIM cards inserted in your OnePlus 2, OnePlus X, OnePlus 3/3T or OnePlus 5 device, only one SIM will connect to a 3G/4G network.

    The other SIM card will only be able to make phone calls and send and receive text messages. If the SIM card cannot be detected, please try switching the SIM card from SIM slot 1 to SIM slot 2. Please configure the APN setting with yout network provider or try a different SIM card if possible.

     

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  • Please make sure the charger/cable is properly connected to the outlet and the device. Try a different charger/cable or power source if possible. If the issue persists, please contact our support team.

    Please note that long term use of a third-party charger may damage the device and could void your warranty.

     

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  • Please register all sides of your finger while adding your fingerprint. Make sure there is no liquid or other material between the sensor and finger when trying to unlock the device. Wipe the scanner with a clean cloth regularly.

    Try pressing firmly and, if that doesn’t work, try pressing very lightly. Press the power button for 10-15 seconds to restart the device. Try the fingerprint scanner again when your phone turns back on.

    Make sure your device is up-to-date. Delete all the fingerprints and register them again.

     

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  • We have two shipping methods for most regions - Standard and Priority. You can select one of these during checkout. The cost will be automatically calculated for your order. 

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  • You can find the manual at http://downloads.oneplus.net

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  • Please confirm that the credit card information has been filled in correctly. If this is the case, please try again after a few minutes. If the problem persists, check with your credit card issuer or try a different method of payment. You may also try to use a different payment method, i.e. PayPal. If the payment still fails, please send us a screenshot of the error message.

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  • First, you will want to look into why it might have failed, there could be various reasons:

     

    1. A problem with the credit card
    2. Your online Payment Gateway settings
    3. Incorrect card details provided during payment

     

    Here is a list of actions you could take: 

     

    1. Make sure that your debit/credit card details are correct when making a purchase.
    2. Try to use an alternative card or payment method such as PayPal if possible.
    3. Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having.
    4. If you are still having transaction problems, please contact us with details of the error message.

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  • CVV Number (“Card Verification Value”) is a 3 digit number available on the back of your credit/debit (VISA®, MasterCard®) card. On American Express® branded credit or debit card it is a 4 digit numeric code located on the front of the card.


    This code is often used for verification purposes, especially for online purchases to prevent fraud. Providing the CVV number implies that the person placing the order has physical possession of the card.

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  • Rest assured that we do not collect or store your credit card details. All payments are handled by either PayPal or Cybersource, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal’s / Cybersource' secure site. Your credit card details are never accessible to us.

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  • Currently, the available payment methods for purchasing from our website are PayPal and Credit Card. For PayPal inquires, please contact PayPal directly at 1-888-221-1161 (U.S.) or 1-402-935-2050 (calling from outside the U.S.) For Credit Card inquires, please contact your issuing bank for more information. 

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  • After placing an order, you will have 3 hours to complete the payment. OnePlus will also send out reminders. Orders will be cancelled automatically if the payment is not completed within 3 hours. Don't worry if you miss the 3-hour window! Simply re-purchase the items when you’re ready! We are open for everyone, every minute!  

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  • If you are using a PayPal account, please make sure that your shipping address exactly matches the address that you have on file of PayPal. An extra space or missing punctuation can cause the payment to fail. Once you have amended your shipping information, please try again.

    If you are using a Credit Card, please make sure that all credit card information is correctly filled in. Your order can be found in the Pending Payments tab under My Account.

    If payment problems persist, please contact PayPal or try a different method of payment. PayPal's phone numbers are: 1-888-221-1161 (US), 1-402-935-2050 (if calling from outside the US)

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  • All OnePlus phones are not Ingress Protection (IP) certified for water and dust resistance. However, we have designed each device to hold up to day-to-day environmental factors. Using your device in light rain or with wet hands should not damage your phone, provided that water exposure is kept to a minimum.
    However, please be aware that your warranty may be void if liquid damage indicators inside your OnePlus device are triggered.

     

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  • Please see below for a quick step-by-step tutorial for creating an RMA:


    Step 1: Head over to your "My Orders" page and click the 'service request' button to begin your repair and warranty claim.
    Step 2: Select RMA Type. You can select Return, Replacement, or Repair.
    Step 3: Choose the "Items".
    Step 4: Fill in "Reasons" and upload an attachment.
    Step 5: Confirm your email.
    Step 6: Choose or input an address.
    Step 7: Submit the RMA request.


    If you successfully submitted the RMA, you can find it under My Account > Service Request.


    Please note: Self Service RMA is only applicable to devices purchased on OnePlus.net. You will need to contact OnePlus Customer Support Team if you purchased your device from one of our official distributors.

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  • The OnePlus One is not Ingress Protection (IP) certified for water and dust resistance. However, we designed the OnePlus One to hold up to day-to-day environmental factors; using your device in light rain or wet hands should not damage your phone.

    However, please be aware that your warranty may be void if liquid damage indicators inside your OnePlus One are triggered.

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  • OnePlus phones purchased on oneplus.net come with a 1-year limited warranty, starting from the date of delivery. Unless otherwise specified, this warranty covers the hardware components of the Product as originally supplied and does not cover, or partially covers, software, consumable items, or accessories even if packaged or sold together with the Product. This warranty is only redeemable within the original country or region of purchase.
    The limited warranty only covers product defects caused by workmanship or build materials. To make a claim, please present your original Proof of Purchase (invoice), model and serial number of your product, and photographic evidence of the product’s defects to OnePlus Customer Service at https://oneplus.net/support.
    OnePlus may use rebuilt, reconditioned or new parts and components when repairing any product. Alternatively, we may replace the defective product entirely with a rebuilt, reconditioned or new OnePlus product.

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  • Please visit our OnePlus One China customer service webpage or contact [email protected] for more information regarding warranty and customer support options.

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  • If you are not satisfied with your OnePlus product(s) for any reason, you may request a return within 15 calendar days of delivery. To do so, please submit a support ticket requesting the return or replacement. Our support agents will guide you through the Return Merchandise Authorization process. While you don't have to specify a reason, we would certainly appreciate your feedback. Once your package is received and checked toverify that warranties are still valid, we will issue a full refund or a replacement for all eligible product(s).
    Please note that all accessories must be new and unopened to be elligible for refunds. To qualify for a replacement or refund, devices must be in "as new" condition and, if possible, with the original sealed packaging intact. Accessories must be sealed in their original packaging. If the accessory is returned for no reason, then we will deduct the return shipping fee from the returned amount. 

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  • If your device has more than 3 dead pixels or if the dead pixel is greater than 0.15mm in size, we can offer a replacement.  

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  • You may request to return the complete bundle for any reason within 15-day of delivery. Once we approve your request and receive the product, we will give you a full refund. If there is any defective product within your bundle, i.e. charger, or cable, please contact our customer support team for warranty inquiry.  


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  • The technical process of rooting or unlocking the bootloader does not void the warranty of a OnePlus device. However, we strongly suggest for you to only root or unlock the bootloader of your OnePlus device if you are confident in your understanding of the risks involved.
    By accessing resources regularly unavailable to the software, you may damage your hardware during or after the procedure. Such damage is not covered under warranty. In warranty handling, we will first need to verify that any faulty behavior is unrelated to rooting / unlocking.

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  • If you're here, then before we take you through the refund process, we would first like to apologize for the mishap and inconvenience.

    Return/Replacement Process:

    1. Provide clear pictures of the entire parcel: packaging box and phone device box.

    2. Submit a ticket under "Warranty and Repair" and include a short description along with the necessary attachments  

    3. Sit back and relax. Our team at OnePlus will follow up with further steps. 

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  • Our repair services are strictly limited to repairing or replacing your device. We will not be able to handle add-on accessories you purchased during this process.  

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  • Unfortunately, we do not currently sell specific parts.  

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  • By providing us with videos and photos, you will help our repair team identify the issue and expedite the diagnostic process.  

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  • Try searching or asking in the OnePlus Community - our members are very knowledgable! If that fails you can always contact OnePlus Support for help.

    Thanks!

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  • Please note that if you have two SIM cards inserted in your OnePlus 2, OnePlus X, OnePlus 3/3T or OnePlus 5 device, only one SIM will connect to a 3G/4G network.

    The other SIM card will only be able to make phone calls and send and receive text messages. If the SIM card cannot be detected, please try switching the SIM card from SIM slot 1 to SIM slot 2. Please configure the APN setting with yout network provider or try a different SIM card if possible.

     

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  • Please make sure the charger/cable is properly connected to the outlet and the device. Try a different charger/cable or power source if possible. If the issue persists, please contact our support team.

    Please note that long term use of a third-party charger may damage the device and could void your warranty.

     

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  • Please register all sides of your finger while adding your fingerprint. Make sure there is no liquid or other material between the sensor and finger when trying to unlock the device. Wipe the scanner with a clean cloth regularly.

    Try pressing firmly and, if that doesn’t work, try pressing very lightly. Press the power button for 10-15 seconds to restart the device. Try the fingerprint scanner again when your phone turns back on.

    Make sure your device is up-to-date. Delete all the fingerprints and register them again.

     

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  • The following steps will help you locate your IMEI number:


    Power up your OnePlus device and open up the dial pad.
    Enter the code *#06#. Your IMEI number should appear on your screen. We include your IMEI number on the outside of your OnePlus handset's box.

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  • Power cycle the device by holding the Power button for 20 seconds, 5 times. Attempt to start the phone by holding down the Power button along with the Volume down button to start recovery mode and performing a factory reset. If these do not solve your problem, Please follow these steps:


    1) Let your phone rest for 12 hours (do not charge);
    2) Charge with the official charger and usb for 6hrs;
    3) After 6hrs disconnect then reconnect your phone to the charger, a low battery screen should appear;
    4) Do not attempt to boot. Allow it charge for 1 more hour;
    5) After 1 hour, your device should be ready to boot and power-on.

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  • Clear any unused applications that are running the background.

    Check if your device software is up to date. Please note that latest Android system version with high performance and advanced features, it may not have with same battery backup compared to old versions but it will be optimized with future updates (battery backup may differ based on usage)

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  • The OnePlus X SD card slot supports expandable storage up to 128 GB with the EXFAT, NTFS, or FAT32 formats. Other SD cards may not work properly.

    Try installing a third party File Manager application to confirm whether the SD card is detected on your device.

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  • Please make sure that your main microphone is not blocked by dust particles.
    Confirm whether your device’s software is up-to-date.
    If you have the same issue with third-party applications, try using another SIM card.

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  • Confirm whether the issue is related with a specific application. If you are experiencing problems with a single app, uninstall and reinstall that app.
    Make sure that your device is up-to-date. If the issue persists, please back up your device and perform a hard reset.

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  • If you're having trouble with your OnePlus handset, this may be related to the software. Try performing a full factory reset.
    Please back up all your important files and information, as the process may erase all data.


    Oxygen OS
    1. Power off your device. Press and hold volume down + Power button. (the device will boot into recovery mode).
    2. Select language.
    3. Select Wipe data and cache > Factory reset and tap: Yes".
    4. Now Reboot system from " Reboot" option.

    Cyanogen OS
    1. Power off your device. Press and hold volume down + Power button. (the device will boot into recovery mode).
    2. Select Factory reset > Wipe cache partition,
    3. Now Reboot system from " Reboot" option.

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  • You may sync your Google account to backup Apps data, wifi settings, pictures and contacts. Also, be sure to have "auto sync" and "backup data" enabled in your settings. For music, video or other files please copy the files to either a computer or a hardrive via the USB cable.

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  • To report an issue with CyanogenMod, first go to https://jira.cyanogenmod.org/ and register. Note that the name you specify during registration and it will be publicly shown when creating an issue or commenting.

    For detailed instructions, read our post in the forums here.

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  • Download Oxygen OS

    Please read through the installation instructions before flashing, available at https://forums.oneplus.net/threads/oxygenos-is-here-installation-guide.289398/

     

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  • Device may produce varying levels of heat depending on usage.

    We have seen temperatures soar while running games and third party applications running in the background. However, we assure you that our devices and hardware have been tested for quality; so rest assured friends, there is nothing to worry about.

    Please contact customer support if you have any questions or need help.

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  • Most signal errors have something to do with your SIM card or network coverage.

    Make sure the SIM Card is inseted correctly, In OnePlus One if you're not getting a signal at all, make sure your card facing the bottom of the OnePlus One. While NanoSIM to MicroSIM adaptors usually work, some adapters may get stuck in the SIM slot or cause damage to the motherboard. We recommend that you get a new MicroSIM card for your OnePlus one – they are usually free or very inexpensive from your mobile operator.

    If you're connected, while 2G and 3G networks are usually available, LTE connectivity can often be weaker depending on your area. Make sure that your SIM card's contacts are clean, and if you're using an adapter, it must not move around once placed on the SIM tray.

    Confirm APN settings with your network provider to avoid no network/low network issues.

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  • The OnePlus Trade-In Program allows users to trade in their old mobile phones and tablets in exchange for OnePlus Store voucher or a cashback.

     To receive a cashback:

    • Buy the OnePlus 5now
    • Submit a trade-in order with your OnePlus 5 order number
    • Get your cashback after 2-6 weeks

    To receive vouchers:

    • Submit a trade-in order now
    • Get your vouchers after 2-6 weeks
    • Spend them at your local OnePlus store

    We have a courier pick up your device at your convenience so you don't have to worry about shipping

    You will receive cashback if:

    • You placed an order at oneplus.net within the past 5 months
    • That order contains a OnePlus 5 (other models aren't eligible)
    • 15 days have passed since you received your OnePlus 5
    • Your OnePlus order status is Complete or Delivered
    • Your OnePlus order hasn't already been fully refunded
    • You submitted your OnePlus order number during trade-in
    • Your trade-in order has the same email address as your OnePlus order
    If you meet these requirements, you will automatically receive cashback as a refund on your OnePlus order. If you would rather get vouchers instead, simply leave the OnePlus order number field blank when submitting your trade-in order.

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  • Please check whether the email has been put into spam mail folder. If not, we will send the voucher to you again.

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  • We will submit your voucher extension request. If it is approved, your voucher will be extended for 7 days. We will send a notification email to you once the process completes. Please be aware to check your email after requesting for the extension.

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  • We will arrange a return once we confirm the voucher validity and the device status. Please note that all data stored in the device might be removed. Please also note that the return will not be able to arrange if the device is recycled. The process generally takes 3-4 working days.

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  • The value is given based on the description list on the site. Since the list is different on each recycling site, the given value will be different.

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  • For devices that no longer have second-hand circulation values, we will carry out the environmentally-friendly disassembly. For devices with secondary circulation values, we will carry out the regular second-hand sales after a strict data removal and testing. We are determined not to refurbish the machine, and to ensure that each of the recycled mobile phone is processed in formal sales channels with an environmentally-friendly manner.

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  • LTG is an authorized partner of OnePlus for this promotion and is responsible for managing and operating this promotion for OnePlus.

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  • When you visit the OnePlus Trade-In Program website, you’ll answer a few simple questions about your device and describe its overall condition. Based on the information you provide the quote for your phone is displayed instantly.

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  • We have professional software to perform data removal. It is recommended that you backup all the data in your device before sending it to us. After performing data removal, all data will not be able to recover. In addition, make sure that you remove all passwords, locks, SIM cards and memory cards before sending the device.

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  • We will send you an email containing your shipping label and pick-up courier contact details within 1 business day. We will try to arrange the pick-up date based on your preference, but the courier will confirm with you the actual date and time over the phone.

    Meanwhile, please back up and delete any data stored on the device, remove all SIM cards, and disable any device locks or passwords. OnePlus and Li Tong Group will not be responsible for any data loss that maybe caused during reconfiguration and/or transfer of the trade-in product.

    We need 3 business days to carry out a condition assessment of the trade-in product. If the condition matches the one above, we will send you details of your voucher(s) and/or cashback within 2 business days.

    If the condition doesn't match, we will double-check the product and send you an email with a new quote for you to confirm. If you decline or fail to respond within 7 days, we will send the product back the address listed above.

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    1. Please visit the OnePlus Store and enter your voucher codes at checkout. (They may not be used in conjunction with other promotional offers).
    2. Each voucher code can only be used once. One voucher code per order.
    3. If a refund occurs, the voucher code value will be deducted from the refund. The voucher code cannot be used again.
    4. Certain order types (e.g. pre-orders) may prohibit use of voucher codes

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  • In accordance with the criteria stated on the site, the condition of the device does not match with the provided description. Hence, the value of the device is reassessed. If you are not satisfied with the reassessed value, you may choose "Do not accept" in the email and we will return the product to you. The cost of delivery will be borne by us.

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  • You can change the pick-up date when DHL contacts you on the phone.

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