FAQ: General

I see that your phone has dual SIM capabilities. How does this work on my devices?

While our devices do have two SIM card slots, currently the carriers in the US do not support this functionality at this moment in time.

If you need any further assistance with this question, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646) or email us at support@sonimtech.com. We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

My device turns off on its own. Why?

Remove the SIM card and reboot without the SIM card inserted. If the phone continues to reboot, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646). We are open 24 hours a day, Monday-Friday.

If the phone does not reboot without the SIM card inserted, please re-insert your SIM card and power the device on. The reboot should not occur, however, if the rebooting continues, there is likely a network issue causing the reboot. In this case, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646). We are open 24 hours a day, Monday-Friday and we will further assist in troubleshooting.

My device will not power off when using the power button. How can I get my device to power off?

Press and hold your power key for a slow count of up to two minutes to see if the phone will power down. If this does not work, please remove the battery, wait 30 seconds and reinsert the battery and attempt to power the device on. If this does not work, please contact the Sonim Customer Experience Center at 1-833-MY-SONIM (1-833-697-6646). We are open 24 hours a day, Monday-Friday.

How do I reset my device without triggering Google Device Protection?

If you want to perform a reset without triggering Google Device Protection, you need to do it through Settings.

If your phone is reset through the Recovery menu, your Google account and password will be required to unlock the phone after a reset. If you want to perform a reset without triggering Google Device Protection, you need to do it through Settings. If your phone is reset through the Recovery menu, your Google account and password will be required to unlock the phone after a reset.

Remember, a factory data reset will completely wipe your phone’s data. Please back up any important files or data before doing a reset.

To perform a regular factory reset, navigate to and open Settings on your phone. Then, search for and select Factory data reset. Tap Factory data reset again and then review the information. When you’re ready, tap Reset. If you have a security lock set and a Samsung account on the phone, you will be asked to enter your credentials. Finally, tap Delete all.

I’ve downloaded a file to my phone but I can’t find it.

Open the File Manager app and navigate to your Download folder.

How does Google Device Protection work?

Google Device Protection is enabled automatically when you add a Google account to your phone and set a Lock screen. When an unauthorized reset gets performed on your phone, you will be required to sign into the last Google account that was used before the reset. If the wrong information is entered into the phone, it will not unlock.

How can I unlock Google Device Protection?

When your phone is reset using the Recovery Menu, your phone will ask you for your Google account information.

Simply enter it the same way you normally do. But, if you do not remember any of your Google account information you can send your device, along with proof of purchase, to the Sonim Service Center. If you have forgotten your password, you’ll be able to create a new password through the Google website. However, Google requires a 24 hour period before the new password will unlock your phone. If you have multiple Google accounts and don’t know which account was set up with the phone, you can visit the Google Device Manager and check to see if the phone is in the list of devices registered to the account.

How do I power my device on in safe mode?

Press and hold on the Power Off option on your screen to see the prompt for Safe Mode.

What does Safe Mode do?

Safe Mode runs the phone without any 3rd party applications, but without wiping the device, allowing testing.

How do I protect my device from malware?

Do not download from unknown or untrusted sources, and keep your device up to date whenever a system update is available.

My phone keeps rebooting after an update was received. What do I need to do? How do I find my device’s IMEI, model number or serial number?

Open SonimCare out of SonimScout for device details.

I will be traveling internationally soon. What do I need to do to make sure I can use my phone while in other countries?

Contact your carriers for international calling services.

My device seems to be running slower than I would expect. Is there anything I can do to help it run faster?

Shut down any applications not in use, reboot the phone, and clear up memory on the device if it is getting full.

How do I know if I am on the most updated software and how do I get the most updated software on my device?

Check for System Updates in the Settings menu.

FAQ: General

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