Device won't charge or turn on

    Troubleshoot battery problems with your phone, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.

     

    If you need help performing any step, check the how-to guides for your device on the Phones page.

     

    Device won't charge

    1. Make sure of the following:
      • The back cover is on correctly.
      • You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
      • The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
      • Your device is on the latest software version.
    2. Check for the following:
      • Physical damage: Broken battery pins or corrosive material on the battery or device.
      • Liquid damage: Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
    3. Try a different outlet, charger, or battery.
      • Different outlet works: You'll need to use the outlet that works to charge your device.
      • Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
    4. If the above steps have not fixed the problem, contact us.

     

     

    Device won't power on

    1. Make sure of the following:
      • You're using the charger that came with your device.
      • You're using the battery that came with your device.
      • Your device is on the latest software version.
    2. Check the following:
      • Liquid damage indicator (LDI): If your device has liquid damage, contact us.
      • Charging port: If the port is loose, contact us.
    3. If the above steps have not fixed the problem, contact us.