FAQs

  • How do I quickly set up the phone the first time?

    The first time you turn on the phone, you will see a welcome screen. You can start to set up your phone by following the instructions. A series of screens will lead you through the setup process. You also have the option to skip some steps during the process. You can set the screen lock to prevent others from using this phone without your permission.

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  • How can I check my phone number?

    Open Setting on your phone, choose About Phone under System, then your phone number will show there.

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  • Where can I find the IMEI number for my phone?

    Press *#06# and your IMEI will appear on the display. Alternatively, open Settings on your phone, choose About Phone under System, then your IMEI Information will show there.

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  • How can I check the model name and Android version?

    Open Setting on your phone, choose About Phone under System, you will find the model name and Android version there.

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  • How can I obtain the PUK or NCK code?

    If the error message on your phone says that you need a PUK, please get in touch with your network provider and follow the relevant menu options.

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  • How can I use PUK / NCK code provided to unlock the device?

    1. With your new SIM card inserted, turn on your device.
    2. You’ll be prompted to enter a network unlock code (NCK) or a service provider unlock code (SPCK).
    3. Tap the text entry input box.
    4. Enter the code you’ve received and tap Unlock.
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  • Where can I get help on the use of the monqi app for my IMO S2 with monqi?

    For the use of monqi app, please get in touch with monqi or visit their website: monqi.co/help for advice.

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  • How do I hard reset my smartphone and completely restore it to the original factory settings?

    Please note: a hard reset will completely erase all the data, settings and content on your smartphone, returning it to the original factory settings. We strongly advise that you back up your device before a hard reset.

    To reset your smartphone and erase all its content, first make sure your phone is connected to a power source. We also recommend that your battery is at least 50% charged when you perform a hard reset.

    You can follow below steps to reset your phone: 1) Go to “Settings”. 2) Touch “System” 3) Touch “Reset options”. 4) Touch “Erase all data (Factory reset)” to start. 5) Touch “RESET PHONE” in the open window. 6) Touch “RESET EVERTHING”.

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  • How can I restart the phone?

    Press and hold the power button for a moment. The Power off and Restart options will appear.

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  • Why is my phone feeling warm, closing apps, or occasionally slowing down?

    During extended operation, the device may feel warm. In most cases, this is normal. To avoid getting too warm, the device may automatically slow down, dim display during a video call, close apps, switch off charging, and if necessary, switch itself off.

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  • What can I do when my phone pops up a warning saying, “high temperature”?

    The warning is the normal consequence of the CPU handling excessive data, which makes the battery warm. It is a recommendation message and not harmful to battery or phone even if the phone feels hot. You can follow below actions to make phone return to normal temperature:

    1) It is suggested not to expose your phone in the sunshine for long time;

    2) Close large power consumption applications, such as music , chatting applications, GPS application, 3D gaming, video streaming etc.;

    3) Reduce the brightness of screen to lower the temperature.

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  • Why does my phone occasionally stop charging before it reaches 100% ?

    The warning is a normal recommendation message and not harmful to battery or phone, phone will start recharging once returning to normal temperature. You can follow below actions to make phone return to normal temperature:

    1) It is suggested not to expose your phone in the sunshine for long time;

    2) Close large power consumption applications, such as music , chatting applications, GPS application, 3D gaming, video streaming etc.;

    3) Reduce the brightness of screen to lower the temperature.

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  • What should I do if my phone doesn’t charge?

    First ensure the issue isn’t with the power source or socket you’re using – you can quickly check this by plugging your phone into a different outlet, then checking if it charges. If the socket is not the issue, try taking a closer look at the power cable or charging port on your phone, ensuring everything appears as it should. Then, try turning your phone off completely and plugging it into the socket. Make sure the USB cable is inserted into the power adapter fully before you plug the adapter into a power outlet. Bear in mind if the battery is completely drained, it might take up to 2 or 3 minutes to start charging.

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  • Why does my phone feel warm when it’s charging or while in use?

    It is normal for the phone to become warm sometimes during charging or when the phone is being used extensively (multiple apps are in use, long videos, gaming etc.). Please contact support if the problem persists, particularly if it happens outside the kind of use mentioned above.

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  • What kinds of inappropriate phone using habit may cause battery potential risk?

    1) Using a non-standard charger instead of an official charger. 2) Using damaged cables or chargers, or charging when moisture is present, which can cause fire, electric shock, injury, or damage to your phone or other property. 3) Exposing your phone or battery to heating sources.

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  • How can I turn on the battery percentage view in task bar?

    Navigate to Settings > Battery. Next to Battery percentage, press the slider to turn the feature on.

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  • How can I access advanced battery information and settings?

    Navigate to Settings > Battery. Click the Battery to open detailed battery usage information.

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  • How can I connect my phone to a Wi-Fi network?

    You can set up the Wi-Fi network when you first set up the phone. Alternatively, turn on Wi-Fi by following these steps: 1) Go to “Settings” in the menu, 2) Touch Network & internet. 3) Touch Wi-Fi. 4) Turn the switch to “On” position, the device will scan for available networks and display the names. Secured networks are indicated with a lock icon. If the device finds a network that you connected to previously, it connects to it automatically. 5) Touch a network name to see more details or connect to it. 6) Enter a password to connect the network.

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  • How can I connect to other Wi-Fi networks?

    In the Network & Internet menu, touch Wi-Fi. The connected Wi-Fi network will show on the Wi-Fi network list. Touch Saved networks to see other networks you have previously connected to and touch to select to change and connect to that network. Touching Add network enables you to add Wi-Fi network settings manually.

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  • How can I use my phone as a Wi-Fi hotspot?

    Go to Settings > Network & Internet > Hotspot & tethering. Please note that mobile data must be switched on.

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  • How can I forget a Wi-Fi network?

    Turn on Wi-Fi. In the Wi-Fi screen long press the name of the saved network. Touch Forget.

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  • How can I open recently used apps?

    Touch the Menu key, recently used applications will appear. Swipe the screen left to right, or right to left to go through the apps, tap on the app to open it.

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  • How can I open and close an app?

    On the home screen, tap an app icon to open it. Tap the Menu Key to show all the apps running in the background, and then swipe up from bottom to close an app. To close all apps, swipe from left to right. On the far left, tap CLEAR ALL.

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  • How can I change the permission for my apps?

    You can change the “app permission” in the Settings -> Apps&notifications -> App permissions -> selecting a topic. Use the toggles to switch individual permissions on or off.

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  • How does the Bluetooth work?

    Bluetooth is a short-range wireless communication technology that you can use to exchange data or to connect to other Bluetooth devices for various uses.

    To access the Bluetooth function, touch the icon in the Quick settings bar to get to Settings, then touch Connected devices. Your device and other available ones will be displayed in the list.

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  • How can I turn on Bluetooth and rename the device?

    In the Connected devices option of Settings, select Pair new device and the Bluetooth phone function will turn itself on.Alternatively you can turn Bluetooth on via the Quick settings bar from the home screen by touching the Bluetooth button.

    You can name your phone to make it easier to recognise. This name will be visible to others. To do this select Pair new device, touch Device name, you will see a pop up which enables you to delete the existing name and rename the device.

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  • How can I pair or connect my phone with a Bluetooth device?

    • To exchange data with another device you need to first turn Bluetooth on and pair your phone with the Bluetooth device that you wish to exchange data with.
    • Touch Pair new device, all available devices found will show in the list.
    • Touch a device you wish to pair with. Note generally devices need a password to pair, sometimes this can be set to a default of ‘0000’
    • A dialogue box will pop up, touch PAIR to confirm
    • If pairing is successful, your phone connects to the device. The  icon will show in the Status bar.
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  • How can I disconnect or unpair from a Bluetooth device?

    Touch icon after the device you want to unpair and touch FORGET.

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  • How can I connect my phone to a Computer via USB?

    With a USB cable you can transfer media files such as music and photographs and other files between your phone and a computer. To do this you need to set your phone as a drive.

    – Connect the phone to the computer with a USB cable. A notification icon will appear in the status bar that the USB is connected.

    – Open the Notification panel and select Media device (MTP) option. The phone is now connected as a media device to your computer.

    To locate data you have transferred or downloaded in the internal storage touch the Application tab from the Home screen to open the apps list.

    – Touch Files. All data you have downloaded is stored in Files, where you can view media files (videos, photos, music and others), rename files, install apps onto your phone, etc.

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  • How can I make a screenshot?

    Push power button and Volume down button at the same time for a couple of seconds. You should then see an animation showing you the screenshot and view the screenshot by tapping on the thumbnail in the notification tray or by visiting your Gallery application. You can then edit and share the screenshot in Gallery or a similar app.

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  • How do I turn off the tap sound or change to vibrate on tap?

    Navigate to Settings > Audio profiles, tap General > Edit, and then you can make changes under System.

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  • How can I set a ringtone specific to a contact?

    In the Contacts app, open the contact, press ,  then set ringtone.<

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  • How can I turn on USB debugging?

    To turn on the USB debugging, you can follow below steps. 1) Go to “Settings” -> “System” -> “About phone” -> “Build number”. 2) Touch the Build number no less than 7 times. 3) When you see a warning that mentioned developer mode already turned on. 4) Back to “System” again, you will find the “Developer options”. 5) Activate “Developer options”. 6) Activate “USB debugging”.

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  • How can I use Notification Dots feature?

    When the app has unread notifications, a small circular blob will appear above the application icon.

    Long-tap and you’ll get a quick preview in the form of speech-like bubbles. You can either tap them to jump right in or drag down from the top of the screen (as normal) to get a better look. When these unread notifications are deleted in the notification centre, the dots will disappear.

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  • How do I add new apps or widgets on the Home screen?

    Swipe from bottom to top, you will see all the applications. Long-press and drag an application to your desired screen. To add new widgets to the Home screen, long press the Home screen that’s not occupied, touch icon “WIDGETS”, you will see all the widgets. Touch and hold to pick up a widget you want to add.

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  • How do I change the wallpaper?

    You can set wallpaper by accessing menu -> “Settings” -> “Display” -> “Wallpaper”. select wallpaper as you like and touch “Set wallpaper” at the top, choose which screen you would like to set wallpaper.

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  • How do I interact with the status bar?

    Its icon appears on the top of the screen when you receive a notification. You may also hear a sound notice depending on your sound setting. With the notification bar, you can: 1) See your notifications by swiping your finger down from the top of the screen. 2) Respond to a notification by touching it. 3) Dismiss a notification bar by swipe it sideways. 4) Dismiss all event-based notifications by touching CLEAR ALL at the bottom of screen. Some on-going notifications may remain. 5) Access to quick settings by dragging the Status Bar down again in the Notification Panel or dragging the Status Bar down by your finger and then you can access more settings by touching the icon . 6) Touch a notification to expand or collapse the notifications. Then news with photos and headlines can be displayed completely in the notification. So more new information can be shown in the new notification. 7) Call or SMS back directly from notification, and even hang up the call. 8) Gmail notifications with new emails display. 9) Calendar notification and email to all attendees with an embedded quick response to notify them of something. 10) You can also customize notification tile by touching Edit icon . Press and drag a tile to add or to remove.

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  • How can I adjust the font size of text displayed on my phone?

    Navigate to Settings > Accessibility > Font size. Use the slider and sample text to choose your desired font size.

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  • How can I add the number in a message to the contacts?

    You can follow below steps to add numbers in a message to contacts by opening the message > Touch “Add contact” > Choose the place you want to store the contact to (Google, Phone/SIM Card) > Enter the name and related information > touch Save at the top right corner of the screen.

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  • How can I copy contacts from phone to SIM card or SIM card to phone?

    Touch Contacts app > 3-line menu > Setting > Import & Export contacts  > Copy to, then choose SIM or Phone.

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  • How can I import & export my contacts, and sync in my Google account?

    If you have a Google Account, any contacts associated with that account are automatically backed up by Google. This means all of your contacts are always available on the web and can be synced to any Android phone which is set up with the same account. It means your contacts are always available even if you lose your phone, switch to a new phone or use a desktop computer. To get your phone numbers and contacts information to your Google Account, Go to Contacts, click on the menu button , touch Settings then touch Import / Export contacts to import /export contacts from / to your SIM card, Phone, Google account, etc. Alternatively, go to Settings, click Accounts, then touch Add account, touch Google, sign in a Google account. Then all contact lists will be synchronised to your account.

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  • How can I make an international call?

    To make an International Call long press 0 to enter “+”, then enter the international country prefix code followed by the full phone number, then touch the dial to make the call.

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  • Can I make an emergency call without a SIM card?

    If your phone has network coverage dial the emergency number and touch dial to make an emergency call. This will work even if the phone does not have a SIM card.

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  • How do I answer or reject a call?

    When you receive a call touch ANSWER to answer the call or DECLINE to reject the call. If your phone screen is locked when you receive a call swipe up to answer the call.

    Swipe the icon  in the lower left corner to decline the call with a message.  The call will not be answered, and the caller will receive a corresponding text message.

    To mute incoming calls, press the Volume up/down key.

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  • How can I set up a voicemail number or listen to voicemail?

    Voicemail is a service provided by your network operator. To set your voicemail number, go to Phone, touch the key, then touch Settings > Voicemail > Advanced settings and touch Setup.  To listen to your voicemail long press “1” on Phone tab.

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  • How can I manage a two-way call or conference call?

    Your phone can manage multiple calls at the same time. Please note your network operator needs to support two-way and conference calling features.

    You can set up a conference call by clicking on  and dial another call or if receive another call, the phone will default and open “call waiting”.

    Telephone recording during a call, click  to record the call.

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  • How can I set quick response for calling?

    You can edit text quick response in the Phone app. Go to Phone > press the menu key  in the top right corner of screen > Settings > Quick responses. If there is any call missed, you will get a notice from notification bar or you can check all incoming call records in the call log tab of Phone app.

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  • How can I silence the incoming calls?

    There are 3 ways to silence the incoming calls: 1. Press the Volume Down button on the side of your device. 2. Go to Phone > press the menu key  in the top right corner of screen > Settings > activate Flip to silence call, then you can mute incoming calls by turning the phone over when a call is coming. 3. Go to Settings > Audio profiles > activate Silent mode.

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  • How can I switch to mute mode during a call?

    Touch the mute button to mute your phone when you are on a call.

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  • Where can I check recent call records?

    Go to Phone app, then touch to check recent call records. Alternatively, go to Phone > touch the menu key in the top right corner of the screen, touch Call history. It will show 3 different types of recent calls: missed calls, outgoing calls, and incoming calls.

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  • How can I set call forwarding?

    Open Phone app hit the 3-dot menu button > touch Settings > Calls > select Call forwarding.

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  • Why couldn’t I use three ways calling / multi-conference call function? Why does it say “Unable to conference calls” when I use conference call function?

    Three ways calling / multi-conference call function requires network/SIM card support. If your SIM card is not activated such function by your service provider, the mobile will show a message “Unable to conference calls” when you try to use it. Please contact your service provider to enable multi-conference call service for your SIM card.

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  • How can I send a text message?

    • Go to the Home page and touch the icon in the Favourites tray.
    • In the message list screen, touch the Start chat icon to write new text messages.
    • Click “type a name, phone number, or email address” box to start the input method. Enter a phone number or name of contact or select from ‘Top Contacts’.
    • Write the information you want.
    • Click the  button and your message will be sent.
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  • How can I send a MMS?

    When creating a message, it will automatically default to an SMS. To send an MMS select the photo from the gallery application and touch the share icon. Select Messages, you will be given an option of recent conversations or select ‘New message’. Add text to the message if required. Click the  button and your MMS will be sent.

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  • How can I send messages to a group of Contacts?

    In the message list screen, touch the start chat icon to write new text / multimedia messages. Select ‘Start group conversation’. Click “type a name, phone number, or email address” box to start the input method. Enter group numbers in the box by manually entering the phone number or choose by contacts. Write the information you want. Click the button and your message will be sent. If the message failed to send a red circle with an exclamation mark will appear.

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  • How can I add a language and change language preference?

    Go to Settings > System > Languages & input > Languages > Add a language > Choose the language that you want to add > Press and drag the language to the top to set.

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  • How can I change the input method?

    Go to Settings > System > Languages & input, you can then choose and set the input method you want.

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  • How can I manage the messages, or delete and forward the conversations?

    In the message list screen, if you long press a message, you will be given options to archive, delete, Add to Contacts, block the selected number. If you choose to block the number, you will not receive any calls or texts from this number.

    To delete a conversation, touch to open the conversations. Touch and hold for a conversation that you want to delete until a trash icon appears at the top of the screen. If you want to delete more conversations, you can touch them to choose. Touch the trash icon at the top of the screen to delete all checked conversations. To forward a conversation, touch and hold it, then hit the 3-dot menu bar at the top right screen, choose Forward.

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  • How can I enable or disable predictive text and autocorrect?

    Navigate to Settings > System > Languages & input > Virtual keyboard > Gboard > Text correction. You can personalize your settings here.

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  • How can I back up my data to Google Drive?

    Please back up data through the following steps. 1) Go “Settings”. 2) Touch “System” 3) Touch “Backup”. 4) Activate “Back up to Google Drive” in the open window.

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  • How do I transfer files between my PC and phone?

    With your phone powered on, plug it in to your PC using the USB cable that came with your phone. On your PC, go to My Computer or This PC and open your device to start transferring files.

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  • How can I install and set up my SD card?

    With the phone powered on, insert the MicroSD card into the card slot. A SD card icon will appear in indicator icon area if SD card is inserted to your phone the first time. Touch the indicator icon area and drag it downwards by your finger-> touch “SET UP”-> Choose your SD card use as extra phone storage or portable storage. To use as extra phone storage, you SD card needs to be formatted.

    Alternatively, you can Go to Settings ->Storage ->touch “SD card”->touch setting icon at the top right corner on the screen->touch “Storage settings”-> Format as internal. If you want to format SD card as portable after it has been set as internal in your device, go to Settings -> Storage -> SD card -> touch icon at the top right corner->Format as portable->Format.

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  • How can I move files from the internal storage to the SD card?

    Go to Settings -> Storage -> SD card -> touch setting icon  at the top right corner on the screen -> touch “Storage settings” -> Choose “format as internal” -> Touch “ERASE&FORMAT”. If you choose Move later, you can move data by going to Settings -> Storage -> SD card -> touch icon at the top right corner-> Migrate data->touch Move content. After moving the data to the SD card, it will function as the device’s internal storage. Data such as downloads, music, pictures, etc. will be stored on the SD card by default.

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  • How can I format SD card as portable after SD card has been set as internal memory in my device?

    If you want to format SD card as portable after it has been set as internal in your device, go to Settings -> Storage -> SD card -> touch icon at the top right corner -> Format as portable -> Format.

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  • How can I check the storage information?

    Choose Settings in the menu. Navigate to Storage and you can see the storage of your phone and SD card.

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  • How do I erase the data from an SD card when it’s set up as portable storage?

    Go to Settings > Storage, tap your SD card, touch the icon at the top right corner, > Storage Settings > Format. To erase all existing content on the SD card, tap Format SD card.

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  • How can I take photos with camera?

    Your Camera app is a combination of camera and camcorder. The screen acts as the viewfinder. First, position the object or landscape in the viewfinder, touch the screen to focus if necessary and touch to take the picture which will be automatically saved.

    How can I turn off the camera sound?

    Follow these steps to turn off the camera shutter sound: access Camera app, swipe the screen from right to left to show Camera settings, then tap to enable or disable Camera sound.

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  • Where can I check or edit my photos?

    You can check your photos by visiting the Gallery app. Photos can be sorted by moments or albums. You can then edit or share the photos after opening them.

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  • How can I crop and make other photo edits in the Camera app?

    You can access to your photos from the camera app too. To make basic photo edits from the Camera app, open recently taken photos and tap the edit button.

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  • What should I do if I have forgotten my phone’s lock code?

    If you forget the code and your phone is locked, your phone will require service. Additional charges may apply and all the personal data on your phone may be deleted. For more information, contact the IMO phone repair centre.

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  • How to use the “Find my phone” feature?

    If you lose your phone, you may be able to find, lock or erase it remotely if you have signed into a Google Account. Find My Device is on by default for phones associated with a Google Account.

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  • How can I clear my browsing data?

    Touch the internet browser icon Chrome, tap the 3-dot menu icon > Settings > Privacy > Clear browsing data, choose which data you want to clear and tap Clear data. Tap the Home key to return to the Home screen.

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  • How do I set screen lock?

    In order to protect your personal information, you can adjust your phone’s lock settings by going to “Settings” -> “Security & location” -> “Screen lock” ->Touch the type of lock you would like to use. After you set a lock, a lock screen displays whenever your screen is woken up, requesting pattern, PIN, or password. Notes: Screen lock options are listed in the approximate order of the strength of their security, starting with “None” and “Swipe”, which provide no security. Make sure you remember the pattern, pin or password you set to have access once the screen lock is set up.

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  • How to set Face Unlock?

    Choose Settings from the menu, then Security & location> Device security>Face lock.  You can then set up your Face ID following the instructions.

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  • How to use Screen pinning?

    You can pin something to your screen so that you can show other people securely. To activate this and view the instructions, navigate to Settings > Security & location > Advanced > Screen pinning.

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  • What can I do if my phone got lost or stolen?

    If your phone is lost or stolen, here are the things we recommend:

    • Contact your network provider straight away, so they can block it and stop anyone else using it.
    • If your phone is stolen, you should report it to your local police station. You will need the IMEI number to give it to the police. If you can’t find it, you can ask your network provider.
    • You can use Find My Device provided by Google to locate and erase your device, if you’ve added a Google Account to your device. You can get guidance on this by searching on Google Support.
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  • How can I adjust the volume of calls, notification, media, alarm, and ring quickly?

    Press the volume down key. You will be able to adjust the sound for calls and notifications, the volume of music and set the audio profiles there.

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  • How can I change ringtone and notification sound?

    Touch “Settings” icon from Home screen. Touch Audio profiles > touch General > Edit.  Then touch Ringtone or Notifications to set.  You will see a list of ringtones and notification sound.  You can add your own ringtone too. Touch a ringtone or sound to select and hear it. Touch “OK” to confirm your final selection.

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  • How can I adjust the volume?

    You can adjust the volumes for ring, notification, media, and alarm. Touch “Settings” icon from Home screen. Touch Audio Profiles. Touch Volumes under System. You will see a Volume Bar. Please drag to adjust the volume.

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  • How can I change the ringtone of the alarm?

    Touch and open Clock app. Touch alarm icon at the top left corner of the screen. Touch related alarm to get further setting. Touch the bell icon, then a list of alarm sounds will appear. Touch a ringtone to select and hear it. You can add your own ringtone too.

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  • How can I use the Music app on my phone?

    With the Music app, you can play music files stored on the microSD card and on your phone. Music files can be downloaded from computer to microSD card using a USB cable. To access this function, touch the Application tab from the Home screen, then touch Music .

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  • How can I organise my music?

    You will find five categories in which all songs are classified: Artists, Albums, Songs, Playlists and Folders. Slide left and right to view all. Tap Playlists, you can then make your own playlist by tapping Add playlist. Touch the button to find specific music you wish to play.

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Warranty

Your IMO mobile device is guaranteed for a period of 24 months from the date of purchase. Your warranty period begins from the date you purchased your device. If your device becomes faulty in warranty and it meets the warranty T&Cs, we suggest you contact the retailer where you bought the device. This does not affect your statutory rights.

For details of IMO warranty terms and exclusions, and what you need to provide for warranty support please click here.

Service & repairs

If your device is out of warranty or doesn’t meet the warranty T&Cs, you can contact our repair partner to get your device repaired.

Remember to remove any locks and save any data contained on your device so that it is not lost whilst your phone is being repaired or replaced. Verve Connect and our partners will not be held liable for loss of any content following a repair or replacement of your device.

To contact IMO repair partner WeInsureTech:
Email: imosupport@weinsuretech.com
Telephone: 01344 484800