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Problems and solutions
Answers to the questions we get most often. Tap a question to open its answer.
I sent a lock, so why isn't the phone locking?
The phone is probably offline — it will lock as soon as it gets internet. If it's urgent, send the lock by SMS from SMS Control; it works as long as the SIM is active.
The phone has been showing offline for days. What should I do?
The customer may have turned off the internet or switched off the phone. Call the customer. If you want, turn on “No internet for too long” in Lock Rules — then the phone locks itself after the set number of hours.
Enrolling doesn't work — what's going wrong?
Almost always the reason is a Google account on the phone. Factory reset the phone and try again without adding any account. For switches hidden on certain brands, see App & Setup → Help by phone brand.
The app update won't install and shows “package conflicts”.
First uninstall the old app from your or your staff's phone, then download and install the new one. You only need to do this once.
What happens if the customer takes out the SIM?
If “SIM removed or changed” is on in Lock Rules, the phone locks immediately — even without internet. If it's off, you only get an alert.
The installments are finished — how do I hand the phone over to the customer completely?
Tap Release device on the phone's page. PhoneSell's control is removed from the phone, and the phone fully belongs to the customer.
I recorded a wrong payment. How do I fix it?
In the Collections list, tap Reverse next to that payment. The balance goes back to what it was; then record the correct amount again.
I can't add a new phone.
Check whether your Device Credits have run out. Without credits you can't add new phones — buy some from Buy Credits.