Support request not answered yet

Yes, you are right. I will edit the topic to make this more clear.


How many members does the support team have right now? And how many members does it have in total? I always thought support at FP are up to 10 people. So now the new team would consist of 17 members? Not bad for a small company.

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10 new people were brought on the support team since June.
Effectively the team was doubled as they are with 20 now.

The entire Fairphone team is 53 people.

Mind you, this are not all full-time people. At the moment I was not able to get a good view on the total FTE’s. but this is less as the smallest contracts are 2 days a week.


Hi. I appreciate your work and understand you are all very busy.

I’ve been having screen problems for three months. I submitted a ticket back then, 107539, which never got a reply but it has resolved itself so it can be closed. But I’ve lately gotten new issues and submitted ticket 121052 today. Since it’s submitted today I’m not expecting you to have looked into it already, but I wanted to mention it here because of my old issue too :slight_smile: Thanks in advance. Glad to see you are expanding!

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Thank you for these informations. Can you give us a update of the situation from time to time ? Have you more or less an idea when will you caught up the overdue tickets?

Some tickets have a due date, if they are send in time to you, are they also examined ?

Best Regards,

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I hope you can afford this expansion, because I personally would feel a bit troubled if you had to do this to resolve the current ticket situation, but could actually not afford it on the long run.

Just wnated to say that everything is solved. I got contacted by support, they sent me a new top module for free, it got here quickly, I exchanged the broken one and everything works fine now.


I submitted a request (#117824) 3 weeks ago because the screen of my Fairphone suddenly went broken. (It remains black all the time. Even the Fairphone logo doesn’t appear while booting.)

Since 2 days the status of my request changed from “OPEN” to “AWAITING YOUR REPLY”.
I don’t understand exactly what this means, as I still didn’t get a reply.

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Did you check your spambox?

Oh. There it is. I have it.

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Hello everyone, well, I should say Hello Fairphone-Team since this massage is directed to you guys :wink: .
I send a repair-request on the 10th of JUNE (!) about my completely dead FP2 and have not recieved an answer yet. My ticket number is 109726 and I already checked all possible solutions, but nothing worked. I begin to become slightly frustrated, but I’m trying real hard not to since I know you have been busy. Could someone PLEASE answer my request?

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Hey supporters,

my support ticket (#106117) isn’t getting answered for ages. I tried to return my phone through the return portal, but unfortunately DHL seems to have lost it. Today the returns page doesn’t even display the issue anymore, so I can’t even check whether the phone has arrived by chance in the meantime. There’ a lot of questions without answer.

This is extremely unsatisfying as there’s a lot of money at stake.

Please urgently get in touch with me!

Hey Guys,

I know you are doing your best and I also think it’s the fairest way to handle things like @Douwe told us 16days ago, but I’m a little frustrated, too. I’m not frustrated because it takes so long to get an aswer (okay perhaps a little bit), but mainly I’m frustrated because of having no idea how long it will take to get an answer.

It would be nice if you give an update on which ticket(number) is under progress, so we (your customers) could make a rough estimation of the waiting time. I think it would calm us down - at least me.
Perhaps every day or every two days shortly before end of work? Would be my proposal…
I would much appreciate that.

Best regards


This is mainly a community forum, so don’t count on Fairphone staff reading your message here. Best way to urge action from Fairphone is to call them.

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Thanks for the tip and sorry for possible spamming. Calling from abroad is not a viable option as it’s fairly costy, though.

I really don’t understand why they offer a support system if no one ever answers…

The problem is that the support is overworked and accumulated a huge backlog. They recently doubled the size of the team in order to get back on track. See:

If a regular phone call is too expensive for you (even though within the EU with most providers the phone costs are pretty low in the mean time), you could also call them via VOIP (for example via skype it is only 2.1 cents per minute). This usually very cheap.

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Hey Guys,

here is an Update for those who are still waiting.
My Request with the Nr. #119400 has just been solved.


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My ticket nr. got answered after almost two months waiting with a link to the Fairphone Return Portal. They told me, they will send me an email within 48 hours with all instructions (“After your request was registered, we will check and approve it within 48 hours (during working days)”).
Now, 3 days later, still no email.
So don´t expect too much, just because your ticket gets answered…
I´m honestly disappointed…

Dear Fairphone Team,

I am still waiting for a reply to my Ticket #122985.
It has already been 3 weeks, numerous emails and no one seems to be answering my calls at your hotline.

Since I had not received an answer to my first email, I have sent my Fairphone 2 to the following address:
FP c/o Rhenus Advanced Service
Ekkersrijt 2060A

Has the phone arrived? Has it been checked? When can I expect an answer to my request?

Kind Regards

Please do not send packages on your own to Fairphone. That will cause even more delays as you break their return process. Maybe they don’t know whose phone it is and what you want (repair? money back?) and have to research it. Maybe it’s at a wrong address (headquarters/office, distribution center and repair center are at different addresses) and they have to forward it.


  1. wait for an answer for your request (if you want to return your phone, it is enough to send your request within time or 14 days, you will still be eligible for return if the answer comes later)
  2. go through the return procedure
  3. pack your phone into a package and do not send it
  4. wait for the postman who picks the package up.