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Frequently Asked Questions (FAQ’s) | mophie
General questionsI'd like to buy a mophie product, but have more questions about how it works. How can I get more information?
Contact mophie customer service at 888.8mophie (888.866.7443) and we'll be happy to assist.How can I return my product bought at mophie.com? Visit mophie.com/ts and fill out the technical support form, noting that you would like to return your product purchased at mophie.com for a refund.I'm having an issue with the way my product works - what can I do? Our tech support team is happy to answer any questions. Please visit mophie.com/ts and fill out the support form. A member of our technical support staff will be back in touch within one business day.I have a question about my product. Who do I contact? For other general questions about all mophie products, please contact customer service via our online form or call us directly at 888.866.7443.
Questions regarding juice pack battery casesWhat are the best methods for charging your juice pack?
Connect the mophie juice pack to a power source using the included USB cable. The juice pack can be plugged in to your computer or any “works with iPhone” wall-plug style power source.You can either charge the juice pack with the iPhone or iPod inserted or charge them separately.What are the benefits of switching the juice pack to stand-by mode? Using the stand-by switch will give you even more total battery life, as the iPhone/iPod uses additional power to be on a constant charge.Do you have a comparison chart for your iPhone 5 battery cases? Yes we do! You can check it out here http://www.mophie.com/compare and find out which juice pack is right for you!Do I need to charge my iPhone and mophie case separately? Nope! You can charge your iPhone and your juice pack at the same time or separately. Your iPhone will be the first to charge, then your juice pack.Do I have to take my iPhone 4/4S mophie case off to sync with iTunes? Negatory. Sync and charge all you want with the mophie micro-USB cable that comes with your case.Although our iPhone 5 juice packs do NOT support data syncing, wireless syncing is a solid alternative. Here’s a short article on how to set this up: Wireless Syncing with iTunesHow do I know when my mophie case is fully charged? On each juice pack there are 4 LED lights. The mophie case is ready to go when all 4 lights full (not blinking).Should I leave my mophie switched “on” all day while my iPhone is at 100% battery? To get the most out of your mophie juice pack case, make sure you flip the “on” switch only after your iPhone battery is low. This way you will get the most out of case’s battery and will avoid the annoying buzzing sounds your iPhone makes when it starts charging.My bottom piece is connected to my wall outlet through the micro-USB cable, but my case isn’t holding a charge or only one light is blinking. What’s the deal? If you juice pack comes with a removable bottom piece, both the top and bottom portions need to be connected allow charging.When should I turn on my mophie case? To get the most charge out of your case, turn it on around 10%-20% and keep the case charging without using it until your iPhone hits 80% battery life. From there, you can either wait until it gets low again or top it off when the battery is less than 80%. Apple’s batteries fast-charge to 80%, then switch to trickle charging for the last 20%. You can read more about it here: apple.com/batteries.Will the juice pack air and juice pack helium work with my iPhone 5? Yes, they sure do! These juice packs were made specifically for the new iPhone 5.My cat ate my headphone adapter! How do I get a new one? Head over to mophie.com to purchase another headphone adapter.I am only getting one channel or the other, or no sound when using my headphone adapter. Make sure the adapter is fully inserting into the headphone port. If it’s loose you might run into audio issues.How many charges will I get out of my mophie juice pack? The juice pack is rechargeable for over 500 cycles. (Full cycles, partial cycles don’t count as full. So, you can charge your juice pack 10% of the way 10 times before it counts as a complete cycle.) Don’t be afraid to top it off! After 500 cycles, its fully charged capacity will be less than 75% of the capacity when it’s new.Does my juice pack come with a screen protector? No. Our only juice pack that comes equipped with a screen protector is our juice pack PRO for the iPhone 4/4S.Will a screen protector work with the juice packs? Screen protectors aren’t recommended for our cases. Please use caution when applying one, as it might affect your ability to remove your iPhone from the case.I’m getting a weird error message, “this accessory is not compatible with the iPhone.” What should I do? This could be a couple of things: 1. USB cable not plugged in all the way 2. You are using a 3rd party cable NOT supplied by mophie 3. Your juice pack is not receiving as much as it needs to charge your iPhone. Try charging your iPhone and juice pack separately overnight for 1-2 nights and it should fix the error.HELP! MY JUICE PACK IS DOING SOMETHING STRANGE!! mophie’s Technical Support is always here to help! We love hearing from you, even if you think it’s just a small problem or concern. If you’re having any problems with your mophie fill out the the form at mophie.com/ts and we’ll contact you within 24 business hours.How come I only got “X” amount of charge from my juice pack? Why don’t I get more?! The charge you will receive heavily depends on how you use your phone and its settings. Here is a great article that can show you how to extend your battery life further.When are your new juice packs coming out? Can you give me a date? Why ruin the surprise? We like to keep our new products under wraps until they’re ready for you to purchase. So until then, stay tuned!Will the juice pack for a previous iPhone/iPod Touch version work with the most recent version? Generally, each new iPhone/iPod revision requires changes to our products (Notably, however: The juice pack and juice pack air for the iPhone 4 is compatible with the 4S). Generally, different iPhone or iPod generations will not work due to technical incompatibilities or simply by not fitting in the case. However, Our powerstation line of products will work with any iPhone, iPad or iPod.My juice pack isn't charging. If both the iPhone battery and the juice pack battery are dead or very low, they may not charge simultaneously if the iPhone is inserted in the juice pack, in this case, the iPhone may chirp intermittently. If this happens simply detach the iPhone from the juice pack and charge them separately.
Questions regarding space pack.How do you save/download and access files stored on space pack?
You will need to download the free iOS app "Space" to operate space pack. You can manage and transfer files from any computer or using the Space app on iPhone.How much does the app cost? The app is free.How do you manage files in space pack? space pack not only automatically organizes your files into five main categories: Photos, Videos, Music, Documents, and Other files, but also allows you to move, share, rename, and create new folders.How can you share files stored on space pack? Files can be shared via AirPlay, AirDrop, Facebook, Twitter, E-mail, Messages, and Dropbox. Other apps will be added in future updates.Can you transfer files from space pack to space pack? Yes, you can transfer files from a space pack-equipped iPhone to another iPhone with a space pack using the sharing tools in the Space app.How do you transfer files between space pack and a computer? Files can be transferred via a micro USB cable, similar to using any other USB thumb drive.Can space pack function without the app? No, you will need an iPhone and the Space app to access your data in space pack.Can you access space pack files without your iPhone? Yes. You can connect space pack to a computer via the microUSB cable to access files. If the Space app’s passcode is enabled, you will need the iPhone connected and the app running to access the files.Can you play music downloaded from iTunes? Yes. You can drag and drop music files into space pack from your computer.Can you play movies downloaded from iTunes? No.Can you edit photos stored on the space pack? You can easily save files to your iPhone’s Camera Roll to make edits.How much bigger is the space pack than current juice packs? Barely. space pack is only 3mm longer than the standard juice pack air.How much storage does space pack provide? space pack is available in 16GB and 32GB modelsAre software updates available wirelessly? Yes, space pack fully supports OTA (Over The Air) updatesHow is my data protected? space pack data can be passcode protected giving you the ability to alter security settings to your preference.Can you remove the space pack and use it on any other iPhone? The space pack can be used with any iPhone 5s and 5 running iOS 7.Can you still use the space pack if the battery runs out? space pack requires battery power to operate when connected to an iPhone. However, you can still access data by connecting space pack to a computer or recharging.What does the silver button on the back of the space pack do? When you press the silver button, it enables data access, or “wakes up” the space pack, and activates the LED power indicator showing how much juice you have left.Can you share files from space pack with other devices? Yes, you can share files to a computer via a microUSB cable, or to any other iOS device via AirDrop.Is there a limitation on the size of files space pack can transfer? Yes. You cannot transfer a file size bigger than 4GB.Will space pack be available for Android smartphones or iPhone 4s/4? Not currently.
Warranty and return questionsHow long do I have to return an item?
If, for whatever reason, you are dissatisfied with your purchase, you can return it to mophie within 30 calendar days of receipt of item(s).Can I exchange my item(s) for something else? mophie does not have an upgrade policy and cannot exchange for another product. However, you have the option of receiving a refund for the full amount of the original purchase price or exchanging the item(s) for warranty related issues.Will you accept a return from one of your retail partners? We do not off returns or refunds on products bought from other 3rd party retailers. Please contact their customer support for more information. However, if your product has a technical issue, every retail partner purchase is authorized for replacement due to warranty issues (within 1 year of purchase).What kind of warranty do I get on my mophie product? All new mophie hardware products carry a one-year Limited Warranty from date of purchase against defects in materials and workmanship. Refurbished products purchased through third-party sellers carry a 90-day Limited Warranty from date of purchase against defects in materials and workmanship.Does your warranty cover purchases from your retail partners? Yep, you bet. Your authentic mophie products all carry our 1-year warranty. We’ve got you covered if you ever run into problems with your juice pack; however, we can't say the same for counterfeiters. Unauthorized 3rd party retailers can be found all around the online arena. We urge our customers to avoid the “too good to be true” deals of eBay and the Amazon Marketplace.