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Phone & iOS

Phone & iOS troubleshooting guides

Step-by-step guides for common Phone issues. Each one explains possible causes, safe steps you can try yourself, and when it may be time to contact official support. Menu names and exact steps can vary by Phone model and iOS version.

Phone won’t turn on

A black screen or an Phone that doesn’t respond can be worrying, but it doesn’t always mean the device is damaged. Often it’s a drained battery or a temporary software freeze that a few safe steps can address.

What could be causing the problem?

  • The battery is completely empty and needs time to charge.
  • A faulty cable, charger, or dirty charging port is preventing charging.
  • A temporary software freeze is stopping the screen from responding.
  • The screen brightness is very low, so the phone is on but hard to see.
  • Less commonly, a hardware issue may be involved.
Before you start

Give the phone a chance to charge before assuming the worst. A deeply drained battery can take several minutes before any charging screen appears.

Step-by-step troubleshooting

  1. Connect your Phone to a known-good charger using a cable you trust, and wait at least 15–30 minutes.
  2. Try a different cable and power adapter, and a different power outlet, in case the accessory is the problem.
  3. Gently check the charging port for dust or lint that could block a connection.
  4. If it still won’t respond, try a force restart. The exact buttons vary by model, so follow Apple’s official instructions for your specific Phone.
  5. After a force restart, leave it charging a little longer and watch for the Apple logo or charging screen.

If the problem continues

If there’s still no sign of life after charging and a force restart, note whether you see anything at all — a faint logo, a red or empty battery icon, or nothing. That detail is helpful if you contact support. Avoid repeatedly forcing restarts, and don’t attempt to open the device yourself.

When to contact official support

If the Phone shows no response after trying a known-good charger and a force restart, it may need to be looked at by Apple Support or an authorised service provider — especially if the phone was recently dropped or exposed to liquid. They can check for hardware or battery issues that can’t be diagnosed at home.

Important note

We can’t guarantee a phone that won’t turn on can be fixed with these steps. Persistent power problems can indicate a hardware fault that requires professional assessment.

Phone battery draining quickly

Battery use naturally changes with how you use your phone, the apps you run, and signal conditions. If the battery seems to drain faster than usual, a few checks can help you understand what’s happening.

What could be causing the problem?

  • An app is using a lot of power in the background.
  • Screen brightness is high or the screen stays on for long periods.
  • Weak cellular signal makes the phone work harder to stay connected.
  • Location, background refresh, or push email are very active.
  • Battery capacity naturally reduces as a battery ages over time.
Before you start

Battery life varies a lot between people and situations. Compare against your own typical day rather than someone else’s numbers.

Step-by-step troubleshooting

  1. Open Settings > Battery and review which apps are using the most power. This shows where your battery is going.
  2. For apps you rarely use, consider turning off Background App Refresh (Settings > General > Background App Refresh).
  3. Lower screen brightness, or enable Auto-Brightness, and reduce the Auto-Lock time (Settings > Display & Brightness).
  4. Review location access under Settings > Privacy & Security > Location Services, and set apps to “While Using” where appropriate.
  5. Check Settings > Battery > Battery Health to see the maximum capacity of your battery.
  6. Make sure iOS and your apps are up to date, as updates sometimes improve efficiency.

If the problem continues

If one specific app consistently tops the battery list even when you’re barely using it, try updating or reinstalling that app. If Battery Health shows a significantly reduced maximum capacity, that can explain shorter battery life on an older phone.

When to contact official support

If your battery drains unusually fast, the phone gets very hot, or Battery Health reports a service message, consider contacting Apple Support to have the battery checked. Battery replacement, where appropriate, is best handled by a qualified provider.

Important note

These steps may improve battery life but can’t change the physical condition of an aged battery. We don’t sell batteries, repairs, or replacement services.

Phone running slowly

If your Phone feels sluggish — apps take a while to open or the interface stutters — it’s often caused by everyday factors rather than a fault.

What could be causing the problem?

  • The phone hasn’t been restarted in a long time.
  • Storage is nearly full, which can affect performance.
  • Several apps are busy in the background.
  • The phone is running an older iOS version, or apps need updating.
  • A single app is misbehaving.
Before you start

A simple restart resolves a surprising number of temporary slowdowns. It’s a good first step before changing settings.

Step-by-step troubleshooting

  1. Restart your Phone to clear temporary issues.
  2. Check available space in Settings > General > Phone Storage and free some up if it’s nearly full.
  3. Update iOS in Settings > General > Software Update, and update your apps in the App Store.
  4. Close and reopen an app that feels slow, or note whether the whole phone is slow or just one app.
  5. If the slowdown started after installing a specific app, try removing it to see if performance improves.

If the problem continues

If the phone is still slow, note when it happens — always, or only in certain apps. Consistently low free storage is a common contributor, so keeping some space free often helps.

When to contact official support

If performance is poor across the whole system even after freeing storage and updating, and a restart doesn’t help, Apple Support can advise on further options for your model.

Important note

Older devices may feel slower with newer software simply due to hardware age. These steps can help, but can’t make an older phone perform like a new one.

Phone storage is full

A “Storage Almost Full” message means your Phone is running low on space. The good news is that iOS shows you exactly what’s using it, so you can free space safely.

What could be causing the problem?

  • Photos and videos are taking up a large share of space.
  • Apps and their data (such as message attachments) have grown over time.
  • Downloaded music, podcasts, or files are stored on the device.
  • Old app caches and temporary files have built up.
Before you start

Back up anything important — especially photos and videos — before deleting it. Once removed and cleared from Recently Deleted, files may not be recoverable.

Step-by-step troubleshooting

  1. Open Settings > General > Phone Storage to see a breakdown of what’s using space, with tailored recommendations at the top.
  2. Delete apps you no longer use, or use “Offload App” to remove the app while keeping its data.
  3. Review large photos and videos, and remove ones you no longer need after backing them up.
  4. Clear out downloaded content you’ve finished with, such as podcasts or offline videos.
  5. Empty Recently Deleted in Photos to fully reclaim that space.

If the problem continues

If space fills up again quickly, photos and videos are usually the reason. Consider whether a backup or cloud photo option suits your needs so your library isn’t stored only on the device. Choose an approach you’re comfortable with and understand.

When to contact official support

If storage figures don’t add up (for example, a large unexplained “System” or “Other” category that won’t reduce), Apple Support can help you understand what’s happening on your specific model and iOS version.

Important note

Deleting files is permanent once cleared. Double-check you have a backup of anything you want to keep before removing it.

Phone Wi-Fi not working

Wi-Fi problems can come from the phone, the network, or your internet connection. Working through the steps in order helps you find where the issue is.

What could be causing the problem?

  • Wi-Fi is switched off, or the phone is in Airplane Mode.
  • You’re out of range or the signal is weak.
  • The router or internet connection itself is having trouble.
  • The saved network settings on your phone need refreshing.
  • A software update is pending.
Before you start

Check whether other devices (a laptop or another phone) can connect to the same Wi-Fi. If they can’t either, the issue is likely the network or internet rather than your Phone.

Step-by-step troubleshooting

  1. Confirm Wi-Fi is on in Settings > Wi-Fi, and that Airplane Mode is off.
  2. Check whether other devices can connect to the same network.
  3. Restart your Phone.
  4. If it’s safe and convenient to do so, restart your router by turning it off, waiting about 30 seconds, and turning it back on.
  5. “Forget” the Wi-Fi network on your Phone (Settings > Wi-Fi > tap the network > Forget This Network), then reconnect by entering the password again. Make sure you know your Wi-Fi password first.
  6. Check for a software update in Settings > General > Software Update.
  7. As a further step, you can reset network settings (Settings > General > Transfer or Reset Phone > Reset > Reset Network Settings). This removes saved Wi-Fi networks and passwords, so be ready to reconnect them afterwards.

If the problem continues

If only your Phone can’t connect while other devices can, the issue is more likely on the phone. If nothing can connect, focus on the router and your internet service.

When to contact official support

Contact your internet provider if no device can get online. Contact your router manufacturer for router-specific settings. Contact Apple Support if only your Phone fails to connect after resetting network settings.

Important note

Resetting network settings erases saved Wi-Fi networks, passwords, and some other network-related settings. Know your passwords before you do this.

Phone Bluetooth problems

Bluetooth issues usually involve pairing with an accessory such as headphones, a speaker, or a car. Both the phone and the accessory play a part.

What could be causing the problem?

  • The accessory isn’t in pairing mode or is already connected to another device.
  • The accessory’s battery is low.
  • An old pairing on your Phone needs to be removed and set up again.
  • The devices are too far apart or something is blocking the signal.
Before you start

Check the accessory’s own instructions for how to put it into pairing mode — this varies a lot between products.

Step-by-step troubleshooting

  1. Make sure Bluetooth is on in Settings > Bluetooth and the accessory is charged and in pairing mode.
  2. Move the accessory close to your Phone and away from other electronics.
  3. Turn Bluetooth off and on again, then try connecting.
  4. If the accessory was paired before, tap the “i” next to it and choose Forget This Device, then pair it again from scratch.
  5. Restart your Phone and, if possible, the accessory.
  6. Confirm the accessory isn’t already connected to another phone, tablet, or computer nearby.

If the problem continues

Try pairing the accessory with a different phone or device. If it fails there too, the accessory itself may be the issue rather than your Phone.

When to contact official support

For accessory-specific problems, the accessory’s manufacturer is the best contact. If your Phone can’t connect to any Bluetooth device after these steps, Apple Support can help investigate further.

Important note

Compatibility and features vary between accessories. Some functions depend on the accessory’s own software and are outside the phone’s control.

Phone apps not working

When a single app crashes, freezes, or won’t open, the problem is usually limited to that app and can often be resolved with a few steps.

What could be causing the problem?

  • The app has a temporary glitch and needs to be closed and reopened.
  • The app is out of date, or your iOS version needs updating.
  • The app needs an internet connection that isn’t currently working.
  • The app’s data has become corrupted.
Before you start

Note whether the problem affects one app or several. One app points to that app; many apps at once points to the phone or connection.

Step-by-step troubleshooting

  1. Fully close the app (swipe it away in the App Switcher) and open it again.
  2. Check your internet connection if the app relies on it.
  3. Update the app in the App Store, and update iOS in Settings > General > Software Update.
  4. Restart your Phone.
  5. If it still fails, delete and reinstall the app. Make sure anything important in the app is backed up or synced first, as reinstalling can remove local data.

If the problem continues

If reinstalling doesn’t help, the issue may be on the app provider’s side, especially if the app connects to an online service. Checking the app’s support page or status can confirm whether others are affected.

When to contact official support

For a specific app, the app developer is the right contact — their support details are on the app’s App Store page. Contact Apple Support if many apps fail across the whole phone.

Important note

Reinstalling an app can remove data stored only on the device. Back up or sign in to preserve anything important before deleting an app.

iOS update problems

Software updates usually install smoothly, but they can sometimes stall, fail, or not appear. Most issues come down to space, connection, or power.

What could be causing the problem?

  • There isn’t enough free storage to install the update.
  • The Wi-Fi connection dropped during the download.
  • The battery is low, so the update is waiting.
  • Apple’s servers are busy right after a new release.
Before you start

Back up your Phone before a major update, connect to Wi-Fi, and keep the phone charging. This gives the update the best chance to complete.

Step-by-step troubleshooting

  1. Check you have enough free space in Settings > General > Phone Storage, and free some up if needed.
  2. Connect to a reliable Wi-Fi network and keep the phone plugged in to power.
  3. Go to Settings > General > Software Update and let it check again. If a download seems stuck, wait a while, as servers can be busy after a release.
  4. Restart your Phone and try the update once more.
  5. If a partial download seems stuck, you can delete it (Settings > General > Phone Storage > find the iOS update > Delete Update) and download it again from Software Update.

If the problem continues

If the update repeatedly fails, note any error message shown. Updating while connected to a computer using Apple’s official method is an alternative documented on Apple’s support site.

When to contact official support

If the update won’t install after these steps, or the phone becomes unresponsive during an update, Apple Support has official recovery guidance and can help you avoid data loss.

Important note

Always back up before a major update. Interrupting an update by letting the battery die can cause further problems, so keep the phone charged throughout.

Independent information

These guides are general information only and may not reflect the latest iOS changes. For official, model-specific instructions, refer to Apple’s own support resources. See our disclaimer. Also explore common phone problems that apply to any device.