We’re sorry that you’re experiencing technical problems charging your phone.
If your phone isn’t working or does not turn on, please follow these steps:
- Make sure you’ve removed any tape or stickers from your battery that would prevent it from making full contact with the phone.
- Clean your battery contacts. This can be done with rubbing alcohol on a q-tip. Gently rub contacts and surrounding area on both the phone and battery. Remove any visible dust or debris.
- Plug the charger into both the wall and your phone, and then charge the battery for 4 to 6 hours before attempting to use your phone.
If you’ve tried these troubleshooting instructions, and you’re still having problems with your phone, you can request a replacement charger at no cost through our easy online ordering system. You may also purchase a replacement phone for a discounted rate of $25.
If you have purchased a replacement phone or charger, you will receive an email once your request is being processed. Once the item(s) has shipped, you will receive a second email notifying you of shipment and providing a tracking number. Please allow 7 to 10 business days for complete processing of your replacement Q Link phone or charger.
If you have returned a broken phone or accessories, please allow up to 14 days for us to run diagnostics and either return the phone or send a replacement phone to you.
If you have not received an email with your tracking number after 14 days, or if the tracking status shows the package was delivered, but you haven’t received it, please contact customer support right away.
You can call Customer Support at 1-855-754-6543, or send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.
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