Troubleshooting and support
When you want to learn more about your phone, or if you're unsure how your
phone should work, there are several support channels for you to check.
To help you get the most out of your phone, there's a user guide in your phone
with additional instructions. Tap
You can also go to www.microsoft.com/mobile/support/, where you can find:
News on apps and downloads
Software update info
Further details about features and technologies, and the compatibility of
devices and accessories
Troubleshooting and discussions may not be available in all languages.
For support videos, go to www.youtube.com/lumiasupport.
If your phone freezes
Try the following:
Press and hold the volume down key and power key at the same time for
about 10 seconds. The phone restarts.
If your phone freezes frequently, update your phone software, or reset your
phone. Resetting restores the factory settings, and erases all your personal
content, including apps you've purchased and downloaded. On the start screen,
swipe down from the top of the screen, and tap ALL SETTINGS > about > reset
If your issue remains unsolved, contact your network service provider or
Microsoft Mobile for repair options. Before sending your phone for repair, always
back up your data, as all personal data in your phone may be deleted.
If you need to identify your phone, to view the unique IMEI number of
the phone, dial *#06#. You can also find the IMEI number in the phone body.
For details, see the product and safety information section in the online
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