Your device is not charging and you want a quick remote fix? Don't sweat it! Our technical experts have compilated a list of solutions so you can use it with no further problems.

 

Useful manipulations

1. Check your charger and troubleshoot your device
2. Clean your device 
3. Tips to cool your device
4. Update your software
5. Restore your device to factory settings

 

 

1/5 - Check your charger and troubleshoot your device

For all devices

Follow the steps below to check your phone charger.

Plug your phone into a power source

• Connect your smartphone to your USB cable — remember that Back Market doesn’t provide chargers anymore
• Plug it into one of these power sources:
  • Wall power socket
    • Plug your charging cable into a power adapter, then plug it into the wall
  • Try using your computer
    • Plug your charging cable into a USB 2.0 or 3.0 port on a computer or laptop — make sure the computer is on

If your phone charges very slowly or doesn’t charge at all

• Double-check that your USB adapter and charging cable aren’t damaged — you should never use damaged accessories 
• Make sure that your USB wall adapter, cable, and plug are firmly in place and are plugged into a working outlet
• The issue could stem from a faulty socket — try a few different outlets
• Check that there isn’t any debris blocking the charging port at the bottom of your smartphone, then try plugging your charging cable again — if it still isn’t working your charging port probably needs to be replaced
• Allow your phone to charge for at least 30 minutes

 

 

Phone charging	Phone not charging

 

Android devices

Test your cable, outlet, charger, and case

• Make sure that your charger and your cable are functional by testing them with another phone
• Double-check that your cable is firmly connected to your phone and the charger
• Make sure your phone’s charging port is clean and free of debris
• Verify that the outlet works
• Plug your charger into a few different working outlets
• Try charging other devices like an ebook to test the cable
• If using a charging case, make sure that no other accessories are blocking the charging sensors and double-check that there isn’t anything pressing the phone’s buttons

Check your battery charge

• Charge your phone with a working cable, charger, and outlet then wait a few minutes
• If you can see a battery icon, your phone is turned off but charging
• If you see a red light that means you completely ran out of battery and if the light begins to flash it means your phone doesn’t have enough battery to turn on — in this case, we recommend that you charge your phone for at least an hour before you turn it on

 

2/5 - Clean your device 

For all devices 

The best tool to clean your device’s charging/headphones port is a toothpick! Carefully insert it into the port and gently move it along the interior. Remove the toothpick after you’ve gone over it once to check for any debris. Wipe it off using a paper towel or cloth and then repeat the process until the toothpick comes out clean.
 

 

👏First step!	🙌Second step! easy right?
🤯Before	👌After

 

3/5 - Tips to cool your device

For all devices

My device gets warmer when in different environments, is this normal?

We generally recommend that you use your phone when the temperature is between 0º and 35ºC (or 32º to 95ºF). If you aren’t using your phone, store it in a place where the temperature is around -20º and 45ºC (-4º to 113ºF). Below are some things that you should NEVER do:

• Leave your device in your car when it’s hot outside
• Keep your phone in direct sunlight for too long
• Use features like GPS, navigation, augmented reality apps, or games in particularly hot conditions or in direct sunlight for long periods

My phone heats up when certain features and apps are running, is this normal?

Don’t worry, this is totally normal! Your device can become warmer than usual when you:

• Set it up for the first time
• Restore it after a backup
• Use it while it’s charging
• Charge it wirelessly
• Use apps that require a lot from your phone such as augmented reality apps and games with intense graphics
• Use your hotspot
• Stream videos, especially in high quality

All of the above are completely normal, and your phone will return to its normal temperature when you finish what you’re doing.

When should I worry that my phone is overheating?

If you have an Android or Apple device, your phone features built-in protections to keep it from overheating. If a temperature warning doesn’t pop up, you can use your device as usual!

 

 

4/5 - Update your software

Apple devices

iOS devices

Do it directly on your smartphone!

• Back up your device with iCloud or on your computer
• Plug your device into a power source and make sure you’re connected to Wi-Fi
• Go to Settings > General > Software Update
• You may see two software updates, pick the one you want to install

 

 

Android devices

• Go to Settings > System > System update
• You’ll be able to see your update status — follow the steps that appear on the screen

 

 

5/5 - Restore your device to factory settings

With a computer:

• If you have a Mac with macOS Catalina or later, open the Finder app 
• If your Mac has macOS Mojave or earlier, or your device is a different PC, open the iTunes app
• Connect your smartphone to your computer
• If you see a pop-up message that asks for a passcode or reads “Trust This Computer,” follow the instructions that appear on the screen
• Select your smartphone when it shows on your computer or laptop
• Click “Restore [device]” — if you’re still logged into Find My make sure that you sign out first
• Select “Restore” once more to confirm
• Your computer will erase your phone and install the latest version of iOS, iPadOS, or iPod software
• After your phone is restored to factory settings, it will automatically restart

 

 

 

Still no luck? 

Here's what you can do:

• If you haven’t contacted Back Market Customer Care, now is the time.
• If you have already opened a service request with us and your device needs to be returned for repair, follow the return instructions and use the return label you’re provided with.