Customer Support

  • My charger doesn't work and my device won't charge properly

    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.

     

  • 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 your network provider or try a different SIM card if possible.

     

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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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