Technical Support

Having trouble with your device? Most issues can be solved in a few minutes with the steps below. Tap a section to expand it. If you’re still stuck, our team is here to help.

⚡ Try these first

  • Make sure the device is fully charged and powered on.
  • Restart the device — a reboot fixes a surprising number of problems.
  • Check all cables, chargers and accessories are securely connected.
  • For sign-in or app issues, confirm you’re connected to Wi-Fi and signed in to the right account.

Easy fixes

Update Windows (this also installs drivers)

The easiest way to fix missing drivers, Wi-Fi, sound, display, touchscreen or Bluetooth issues is to run Windows Update — Windows automatically downloads the correct drivers for your hardware.

  1. Click Start and open Settings (the gear icon).
  2. Go to Windows Update (Windows 10: Update & Security).
  3. Click Check for updates and let everything download and install.
  4. Click Restart now if prompted, then check again — repeat until it says you’re up to date.
  5. Windows 11: open Advanced options → Optional updates → Driver updates to install any extra drivers.
Update a specific driver manually

If just one thing isn’t working (touchpad, camera, sound):

  1. Right-click Start and choose Device Manager.
  2. Find the device — anything with a yellow warning icon needs attention. Right-click it and choose Update driver.
  3. Select Search automatically for drivers.
Download drivers from the manufacturer

Still need a driver? Download the latest directly from the maker (have your model number handy — usually on a sticker underneath the device):

On a Mac, updates install via System Settings → General → Software Update.

No Wi-Fi or internet
  • Toggle Wi-Fi off and back on.
  • Restart your router/modem.
  • Run Windows Update to refresh the network driver.
Slow performance
  • Restart the device.
  • Close programs you’re not using.
  • Let Windows Update finish installing in the background.
No sound or display issues
  • Check the volume and that cables/monitors are connected.
  • Run Windows Update — it often installs the right audio and graphics drivers automatically and fixes the issue.
  • Still not working? Update the audio or graphics driver manually (see the sections above).
Touchscreen not working
  • Run Windows Update — on a touchscreen model this usually reinstalls the correct touchscreen driver and restores it automatically.
  • Restart the device after the update finishes.
  • Still not responding? Open Device Manager → Human Interface Devices, right-click HID-compliant touch screen and choose Update driver (or Enable device if it’s turned off).
Battery draining fast
  • Lower screen brightness and close background apps.
  • Some battery wear is normal on a refurbished device.
Bluetooth won’t connect
  • Remove the device and re-pair it.
  • Make sure Bluetooth drivers are up to date via Windows Update.
Think it’s a hardware fault? If you’ve tried the above and the problem remains, your device is covered by our 12-month warranty. See Warranty & Returns for what’s covered and how to claim.

Still having trouble?

Our team is happy to help — get in touch: