I want to submit a support request through https://support.fairphone.com/hc/en-us/requests/new for a hardware related issue, but when I select “I experience a problem / My product is broken”, I get no way to proceed with the ticket.
Is anyone else experiencing this? Am I looking for support in the wrong place? I feel like I need a sanity check, I tried multiple desktop browsers as well as on my phone.
Nevermind, apparently the solution might be to select “My product is an accessory” . I will try submitting it that way. I can’t figure out what they mean by this though…
I can’t imagine I’m the only one stumped by this, so perhaps someone has use of me asking nevertheless.
Hello
The idea is to (always whenever possible) submit tickets via a self-repair portal. Please see the FP Manager post
That is why once you choose that the issue is about the product you own you are asked to perform diagnostics - the button “diagnose the issue”.
Please also note at the header - if you have a Fairphone product, try our tool
Thank you for the insight! I misinterpreted the “Find & fix an issue yourself” option as only troubleshooting steps and repair guides. I never thought it’d be the preferred way to ask for support. I submitted a request through the form I linked above, but if that doesn’t work I will follow your steps. :^)
My issue is with the fingerprint sensor, which I know is not user repairable. So I searched the support page and got to the troubleshooting guide. After trying the steps I clicked “contact our Customer Support”, but that link does nothing. So that’s when I opted to open a support ticket.
I think there could be some clarifications on how to go about this. Would it make sense for me to contact support about what got me stuck in the process?
Hi
thanks for getting back to me.
the link at the website does indeed not work, I am tagging the Community Manager, @Fairphone_CM in reference to that
I am not sure how easy it will be to process your ticket if mislabelled (labelled as on accessories). And the Support would need to ask you to troubleshoot anyway, so my advice would be to go through the self-repair portal. If all works fine, it might even generate a return label for you instantly.
I see, thanks! I will be sure to follow the proper steps then. :^)
Thanks for tagging me @Meaghan , I flagged this internally! 
the link has been fixed and is now directly leading to you to open a new support request: https://support.fairphone.com/hc/en-us/requests/new
