• carlcare
  • faq
  • IMEI VERIFICATION
    • My phone cannot show recent calls.

      Reboot the phone or reset to factory settings, remember to back up important files before rebooting. Consult with your operator. If the problem persists, please visit Carlcare Service Center for assistance.

    • I cannot dial with my phone, every time it shows that the call is disconnected.

      Make sure the SIM has enough balance. Reboot the phone or reset to factory settings, remember to back up the important files before rebooting. Consult with your operator. If the problem persists, please visit Carlcare Service Center for assistance.

    • The phone shows "call barring" when dialling.

      Make sure the phone has enough signal. Try to dial from other places. Make sure the phone has enough money balance for the call. Check whether the airplane mode is activated. Reboot the phone or reset to factory settings, please remember to back up important files before rebooting. Consult with your operator. If the problem persists, please go to Carlcare Service Center for assistance.

    • When SIM1 activates mobile data, SIM2 cannot dial.

      Please, visit Carlcare Service Center for assistance.

    • I can't make video calls

      Make sure the phone you are calling has the video calls function.

    • My phone call sometimes ends automatically.

      Make sure the phone has enough signal. Try to dial from other places. Make sure the phone has enough balance. Check whether the airplane mode is activated. Reboot the phone or reset to factory settings, please remember to back up important files before rebooting. Consult with your operator. If the problem persists, please visit Carlcare Service Center for assistance.

    • I cannot answer incoming calls.

      Consult with your operator. If the problem persists, please visit Carlcare Service Center for assistance.

    • The phone vibrates when I have incoming calls or when the calls ends.

      Follow the steps: Settings--Audio profiles--General--Vibrate

    • When calling, I cannot hear my correspondent without using speakers.

      Please, visit Carlcare Service Center for assistance.

    • When calling, both users cannot hear each other.

      Please, visit Carlcare Service Center for assistance.

    • I cannot send SMS/MMS.

      Make sure the phone has enough signal. Try to dial from other places. Make sure the phone has enough of money balance. Check whether the airplane mode is activated. Reboot the phone or reset to factory settings, remember to back up important files. Consult with your operator. If the problem persists, please visit Carlcare Service Center for assistance.

    • How to close SMS broadcast?

      Go to SMS setting and turn off SMS broadcast.

    • The mobile phone is able to send messages but can not receive.

      Make sure there is enough space in the inbox, if needed delete unwanted messages. Reboot the phone or reset to factory settings, please remember to back up important files before rebooting. If the problem persists, consult with your operator.

    • A password is required when I want to read my SMS. How can I unlock it?

      Consult with your operator. If the problem persists, please visit Carlcare Service Center for assistance.

    • I can't connect to the internet

      Make sure there is Wi-Fi or that the SIM card has enough balance. Follow the correct steps to connect to Wi-Fi or mobile data.

    • What should I do about weak network signal?

      Go to other places with better network signal. Reboot the phone.

    • My mobile phone cannot recognize the network.

      If the phone cannot recognize Wi-Fi, make sure the modem works normally. If the phone cannot recognize mobile data, make sure the SIMS has enough balance or can be used normally. Restore to factory settings, remember to back up the important files before.

    • What should I do when I cannot use the 3G ?

      Make sure there is 3G network covered in the area. Make sure the APN of the phone is set correctly. Make sure the phone has enough of money balance.

    • What should I do when I cannot view a web page?

      Make sure the phone is connected to the internet normally. Go to another area with stronger signal. Restore factory settings please, remember to back up important files before rebooting.

    • What should I do if I cannot connect to Wi-Fi?

      Make sure the modem is set correctly, reboot/reset the modem. Go to a place near the modem and re-connect to Wi-Fi. Make sure the password of the Wi-Fi is correct. Restore to factory settings, please, remember to back up the important files before rebooting.

    • What should I do if I cannot receive or send emails?

      Make sure the phone is connected to the internet normally. Make sure the setting of the email is correct; restore factory settings, please remember to back up the important files before rebooting.

    • I cannot use pre-install browser under Wi-Fi, only opera is working.

      Restore to factory settings, remember to back up the important files. If the problem persists, please visit Carlcare Service Center for assistance.

    • The browsing speed is slow and 3G sign does not appear on the mobile phone.

      Make sure the SIM card supports 3G network. Make sure the current area is covered by 3G network. Make sure APN of the phone is set correctly. Make sure the phone has enough of money balance. Consult your operator.

    • The phone shows "ERROR" when turning on Wi-Fi.

      Restore to factory settings, remember to back up the important files. If the problem persists, please visit Carlcare Service Center for assistance.

    • I cannot download files with my mobile phone.

      Make sure the phone is connected to the internet normally. Make sure the phone has enough internal storage. Make sure the file you want to download is using APK format.

    • I cannot connect the internet although I still have mobile data.

      Setting--Mobile network--connection---Choose the correct APN.

    • Mobile data fees are charged randomly.

      Contact the local operator and check the mobile data bill. Turn off mobile data when you are not using it. Close unnecessary apps running in the background.

    • I cannot download/install/update apps using Google Play (uncompatible to the phone; couldn't download due to an error (921) or error retrieving; ERROR 491; Package file invalid).

      Please visit Carlcare Service Center for assistance.

    • One of the App is forced to close when running.

      Re-install another version of this app.

    • I cannot dial with Skype.

      Make sure the phone and Skype account have enough balance. Make sure the phone is connected to the internet . Uninstall the old version of Skype and install the latest version of the app. If the problem persists, please visit Carlcare Service Center for assistance.

    • How can I do video chat using Skype?

      Follow the steps: Open skype, create an account, add the contact, start communication.

    • I cannot receive files by Bluetooth.

      Turn on the Bluetooth in both phones, set the Bluetooth of one phone to visibl, search devices and pair, Send the files. Make sure the two phones are near each other. If the problem persists, please go to Carlcare Service Center for assistance.

    • The Bluetooth shows "pair" but it is not connected

      Delete the paired device and pair it again. Reboot the phone or restore to factory settings. If the problem persists, please visit Carlcare Service Center for assistance.

    • How to restore my previous phone book ?

      If the phone book was backed up by email or other apps, it can be restored directly; if not, it cannot be restored.

    • "NO SIM CARD" message appear while the SIM card has already been inserted inside the mobile phone / The mobile phone cannot recognize the SIM card.

      Insert SIM card again, and reboot the phone. If the problem persists, please visit Carlcare Service Center for assistance.

    • I cannot add new contacts or open the phone book.

      Reboot the phone or reset to factory settings, remember to back up important files; If the problem persists, please visit Carlcare Service Center for assistance.

    • How to copy the phone book from previous phone?

      You can back up your phone book using smartphone management software, backup apps, outlook and then copy to your new phone.

    • How can I know the IP address of the phone?

      Please go to Carlcare Service Center for assistance.

    • I cannot save contacts,"android process stops" appears when saving.

      Reboot the phone or reset to factory settings, remember to back up important files. If the problem persists, please go to Carlcare Service Center for assistance.

    • When saving new contacts, the phone shows that Airplane mode is set.

      Please, visit Carlcare Service Center for assistance.

    • How to use the phone in countries outside Africa?

      Buy a SIM card from the current country and insert it to the phone.

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