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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  • 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 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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  •  

    Signing in to your OnePlus official website will be required when purchasing from our store or posting on our official forums.

    You can either sign up for a OnePlus account via your email address or sign in with your Facebook or Google account.

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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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  • 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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  • If the order includes both OnePlus products & Servify Insurance, the Insurance Invoice will be emailed by Servify after the order is completed. The activation code will be emailed & SMSed by Servify after the order is dispatched. If the order only includes Servify Insurance, there’ll be no physical shipment. The Insurance Invoice will be emailed, and the activation code will be emailed & SMSed by Servify after the order is completed.

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  •  

    Signing in to your OnePlus official website will be required when purchasing from our store or posting on our official forums.

    You can either sign up for a OnePlus account via your email address or sign in with your Facebook or Google account.

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  • Please follow the steps to below to edit your OnePlus Account email address:


    1. Sign in to your OnePlus Account. If you are unable to sign in to your OnePlus account, please first try resetting the password.


    2. Once you've signed in, select "Edit Email Address" and enter in your new email address.


    4. Enter the password associated with the account. Once we authenticate the password, a confirmation link will be sent to your new email address along with a notification to your old email address.


    5. You will have 24 hours to confirm the link.


    6. If the confirmation link expires, simply repeat the steps again to edit your email address.
    We hope this helps!


    (Note: Please check to make sure OnePlus emails are not entering your spam or junk folder!)

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  • Please follow the steps below to reset your OnePlus Account password:

    1. Select "Forgot Password" located just below the "Login" button when you sign in to your OnePlus Account


    2. Enter the email address of the account you wish to reset the password for.


    3. If an account associated with said email exists, a password reset link will be sent to the email address (Note: this may take a couple of minutes)


    4. Once you receive the confirmation link, simply click the link and follow the quick and simple steps to reset your password
    We hope this helps!

    (Note: Please make sure OnePlus emails are not entering your spam or junk folder)

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  • You may unsubscribe from our newsletter at any time using the following methods:

    By email
    Click on the "Unsubscribe" link at the bottom of any OnePlus Newsletter.

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  • If you are not able to confirm the new email address of your account within 24 hours, the new email address will not be updated. You will be able to log in using your old email address. If you fail to receive the confirmation email after you reset your password or email address, the email may be caught in your spam filter. If you are still unable to locate the confirmation email, please send an email to [email protected] for assistance.

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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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  • For our official charger, data cable and battery the warranty limit is 1 year from the initial purchase date. In addition, earphones and power bank come with 1 year warranty from the purchase date. 

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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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  • 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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  • OnePlus Authorized Service partner.
    a) Regenersis
    b) B2X

    Please kindly find the nearest service center in below link: https://oneplusstore.in/experience-service-centers

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  • Unfortunately, we do not currently sell specific parts.  

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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 your 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.

     

    Direct link

  • 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 OnePlus One is equiped with a 3100 mAH battery which means it has outstanding battery life. If you wish to further improve the battery life of your OnePlus One you may follow the steps below: 

    1. Toggle off LTE, WIFI, GPS, Bluetooth, NFC. Toggle on as needed.

    2. Display Brightness - Turn off Auto Brightness and Reduce Setting Bar to Minimum.

    3. Sign out of Google Latitude, GTalk, G+, Google Now, and Messenger. Disable Location Reporting/History.

    4. Minimize live widgets usage.

    5. Set Display Sleep Setting to 2 Minutes or Less.

    6. A darker wallpaper will ensure a longer battery life. In addition, avoid using live wallpapers as they are known to drain battery life. 

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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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  • 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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  • 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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