My product won't chargeUpdated a month ago

My product won't charge

If a product does not charge, first identify whether:

- The product is new and has never charged successfully, or

- The product has charged successfully before but no longer charges.

If the product is new and has never charged successfully

Ask the customer to:

1. Make sure the product is connected to a compatible power source.

2. Try another compatible charging cable.

3. Try another compatible power adapter, if relevant.

If the product charges with another cable or adapter, the issue may be related to the original charging accessory.

If the product still does not charge, use any relevant approved product-specific troubleshooting available for the customer's exact product model.

Do not conclude that the battery, charging port, cable, or another component is defective unless this has been confirmed.

If the product has charged before but no longer charges

Ask the customer to:

1. Try another compatible charging cable.

2. Try another compatible power adapter, if relevant.

3. Use any relevant approved product-specific troubleshooting available for the customer's exact product model.

Do not assume that the battery is defective simply because the product no longer charges.

If the issue remains unresolved

If relevant approved troubleshooting does not resolve the issue:

- Continue according to the relevant defective/non-working product Skill.

- Determine where the product was purchased or received when this becomes relevant.

- Do not ask the customer to repeat information already provided.

- Do not automatically promise a replacement, refund, return label, new cable, battery replacement, or other outcome.

- Do not make assumptions about warranty eligibility or the outcome of a claim.