need help?

 

device stolen, lost, damaged or not working

Get the help and advice you need below. If your device has been stolen or lost, block your service immediately so no-one can use your account.

make sure you're insured

Get peace of mind with Relax or Relax Plus for your smartphone or tablet. Your damaged device is replaced next day, manufacturer's warranty is extended to 3 years, and Relax Plus also covers against theft.

you need to block your service

Block your phone immediately to avoid someone making calls on your account. Call customer care

  • In Switzerland: 0800 700 700
  • From abroad: +41 78 700 70 00

If it's been stolen, report it to police and note the crime reference number for any insurance claim.

your phone is stolen

  1. block your phone immediately to avoid someone making calls on your account. Call customer care

    • In Switzerland: 0800 700 700
    • From abroad: +41 78 700 70 00
  2. If it's been stolen, report it to police and note the crime reference number for any insurance claim.

  3. check your insurance
    Do you have Relax / Relax Plus / Priority / Orange Security insurance? To check which insurance you have, go to my account. If you want to check what is covered by your insurance see our insurance page.

    • if you have insurance
      To make a claim, call the AIG hotline on 00800 855 588 59 or request a call back

    • if you don't have insurance
      Make use of any 'find my phone' location type services you may have, depending on your device/operating system. Before you replace your device, check whether you're eligible for a special deal at my account.

peace of mind for the future
Avoid the stress and cost of replacing your device in the future and cover it against damage with Relax, or damage and theft with Relax Plus.

your phone is damaged

Do you have Relax / Relax Plus / Priority / Orange Security insurance? To check which insurance you have, go to my account.

If you want to check what is covered by your insurance see our insurance page.

  • If you have insurance
    To make a claim, call the AIG hotline on 00800 855 588 59 or request a call back

  • If you don't have insurance
    If you'd like your phone repaired, register it with our online repair service or bring it to an Orange Center and we'll send it to our repair center for you. If it qualifies for repair under warranty, there's no charge, otherwise you'll pay standard charges.

For tablets and accessories (except Apple accessories), bring them to any Orange Center or send them to:

Orange Communications SA
c/o ALSO Schweiz AG
Meierhofstrasse 7
P.O. Box
6032 Emmen LU

Include a copy of your warranty and a description of the problem. If possible, back up your data.

for repair of Apple accessories
Apple will handle the repair directly. Go to Apple support for information.

peace of mind for the future
Avoid the stress and cost of replacing your device in the future and cover it against damage with Relax insurance, or damage and theft with Relax Plus.

your phone isn't working

If your device or accessory isn't functioning and you need it repaired, first check whether it's under warranty. Check the warranty document you received when you signed your contract or purchased insurance.

device or accessory is under warranty
If you'd like your phone repaired, register it with our online repair service or bring it to an Orange Center and we'll send it to our repair center for you.

Your item will be repaired free if it meets the warranty conditions.

For tablets and accessories (except Apple accessories), bring them to any Orange Center or send them to:

Orange Communications SA
c/o ALSO Schweiz AG
Meierhofstrasse 7
P.O. Box
6032 Emmen LU

Include a copy of your warranty and a description of the problem. If possible, back up your data.

borrow a device for free while yours is being repaired
We can lend you one at your nearest Orange Center. find out more

peace of mind for the future
With both Relax and Relax Plus we offer an extension of your manufacturer's warranty to 3 years in total.

device or accessory is out of warranty
Do you have Relax / Relax Plus / Priority? Check at my account.

  • if you have insurance
    To make a claim, call the AIG hotline on 00800 855 588 59 or request a call back

  • if you don't have insurance
    If you'd like to have your phone repaired at the standard charges, register it with our online repair service or bring it to an Orange Center and we'll send it to our repair center for you.

If it qualifies for repair under warranty, there's no charge, otherwise you'll pay standard charges. If possible, back up your data before you send the device for repair.

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