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Apple Support

For help with your Apple device, click on the relevant menu option;

Set Up your iPhone

Before you start the setup process, have ready; An Apple ID and password; this can be created during set up if required.

If you want to add Apple Pay, you will need a debit or credit card.

If you want to set up App Store, iTunes Store, iCloud etc you will need access to the internet, either Wi-Fi  or cellular, Or a connection to iTunes.

If you wish to copy information from another device, you will need the device or a backup.

Initial Setup

Press &  hold the home button until the Apple logo appears.

If your iPhone does not turn on, the device may need charging, connect to a charger.

Once on, press the home button, or swipe up and select language and location.

You then need to select one of the following based on your situation;

To quick start with an existing iOS 11+ device, bring the two devices close together and then follow the on screen instructions to copy across settings. A Backup will be required to restore data and content

To quick start with an existing iOS 12.4+ device, bring the two devices close together and then follow the on screen instructions to copy across all data

To start from scratch, click ‘Set Up Manually’, then follow the onscreen setup instructions

For full setup instructions including Transferring from Android, please refer to the ‘New to iPhone’ Tab


Turn On/Off & Charge
Turn On: Press & hold the home button at the side until the Apple logo appears.

If iPhone doesn’t turn on, you might need to charge the battery; connect the handset to the charger provided.  Initially charge for iPhone for several hours before or straight after set-up to fully charge.

Turn Off: Press and hold one of the Volume buttons and Side button together. When the slider appears, drag it to the right.

Force Restart: Press and release the volume up button, press and release the volume down button, then press and hold the side button until the Apple logo appears.


Mobile Network Settings

A mobile network service requires at least one active SIM card in either physical nano or eSIM format

iPhone X and earlier models are all limited to one physical SIM. Some newer models support both physical and eSIM.


Installing a physical SIM

1. Insert a paper clip or SIM eject tool into the small hole of the SIM tray, then push in toward the device to eject the tray.

2. Remove the SIM card tray

3. Place the SIM on the tray using the angled corner of SIM card as a guide.

4. Reinsert the tray into device.


Installing an eSIM

If your device supports eSIM, your Network can supply SIM details that will be electronically stored on your device. This will typically be in the form of a QR code and a confirmation code.

1. To add a new eSIM, go to Settings & Mobile Data and select ‘Add Data Plan’

2. This will open the camera app to scan the QR code. Position your phone so the provided QR code appears clearly on the screen. You may then be asked to enter the confirmation code.

3. Select ‘Add Data Plan’ to confirm

4. If the new plan is one of multiple plans, you can configure how these work next.

You can store more that one eSIM on a device at once, but only once can be active at any given time. To use two plans concurrently you will require the combination of a physical and eSIM.

During configuration of dual SIMs, you can choose how the device uses each SIM. To configure this at a later date, follow the below steps.

1. Navigate to Settings & Mobile Data

2. Select from the following:

Navigate to Mobile Data and select the default line. If you wish the iPhone to automatically choose either line depending on coverage and availability,enable ‘Allow Mobile Data Switching’.

Please note that you may incur roaming charges if Data Roaming is on and you’re outside the country covered by the mobile network.

Tap Default Voice Line, then choose a line.

Below Mobile Plans, tap a line, then change settings such as Mobile Plan Label, Wi-Fi Calling (if available from your carrier), Calls on Other Devices, or SIM PIN. The label appears in Phone, Messages, and Contacts.

Using Wi-Fi or Mobile Data to connect your device to the internet


Set up Mail, Contacts and Calendar

As well as Apps that come with iPhone and iCloud, iPhone also works with Microsoft Exchange and most well known internet based mail, contacts and calendars.

Go to Settings > Passwords & Accounts > Add Account

To add a Mail account, tap your email service; Google, Yahoo etc then enter your account information and password.

To add a contacts or calendar account, tap Other then select chosen Contacts or Calendar account.


New to iPhone

If you are new to iPhone and setting up your first device;

Turn on your device

If you have another device on iOS 11 or later, use Quick Start
SELECT NETWORK/INTERNET/iTunes/Create Apple ID

Activate your device once your Apple ID / email has been received and confirmed. Sign in with your Apple ID

Set up Face ID or Touch ID and create a passcode

Restore or transfer your information and data

Go to Setting to turn on/off automatic updates and set up other features.  Set up Siri and other services if required.

Set up Screen Time, Volume, Display options etc


Move from Android to iPhone
If you are moving from an Android device, before you begin

Tap Move Data from Android

Open the Move to iOS app, wait for a code

Use code provided

Choose your content and wait

Continue to Set up your iOS device


Connecting to the Internet via Wi-Fi
Navigate to Settings & Wi-Fi  and enable the Wi-Fi button.

Find your Network Name and select it, entering your password if required.

Once connected, the Wi-Fi symbol will appear at the top of the device screen.


Connecting to a Mobile Network

Your device will typically connect to the Mobile network associated with the installed SIM card automatically. Occasionally this does not happen however, but can be fixed by:

Verify your SIM is activated and the device is unlocked to the SIM’s Mobile Network

Navigate to Settings & Mobile Data

Ensure that the Mobile Data option is enabled. On models with Dual SIM, only one line can have Mobile Data enabled.

When attempting a Data connection, the Device tries; any connected Wi-Fi networks, a list of Wi-Fi networks  in range (if enabled), Mobile Data



Apple ID and iCloud settings

An Apple ID is required to access Apple services such as the App Store, iTunes, FaceTime, iCloud, iMessage etc.

You can use iCloud to store photos, videos, music, documents, backups etc. iCloud is required to find your iPhone if configured.

Signing in to your Apple ID

If during phone setup you did not sign in, you can do so by the following.

Go to Settings & Sign in to your iPhone

Complete the Apple ID and password, if you don’t have one, you can create one now.

If you have enabled Two-Factor Authentication, you will be required to enter the 6 digit code sent to one of your verified devices.

If you have forgotten tour Apple ID or Password, you will need to visit the apple website to Recover your Apple ID.

To change your Apple ID Settings navigate to Settings > ‘Your Name’

From here you can update contact info, change password, manage family sharing


Changing iCloud settings

Navigate to Settings > “Your Name” & iCloud

From here you can check your iCloud storage status and upgrade it if required. You can also Enable or Disable iCloud features.


Using iCloud on iPhone

When enabled iCloud can be used for;

Sync Data on your phone such as Messages, Mail, Contacts, Photos, Music etc.

Sync passwords and Credit Cards using iCloud Keychain.

View your iCloud data from other devices.

Share photos and videos.

Share iCloud storage Plans of 200GB or more with family members.

Locate missing iOS devices belonging to you or family members.

Find your family members and friends current locations.

Backup and Restore device data.



Display

Do you want to change Screen Brightness

By default, your device should adjust the screen brightness relative to your surroundings. To do this, it uses the front camera sensor, so if this is dirty or covered by a case you may experience problems.

If you do not like the brightness that is set automatically, you can also set this manually in Settings > Display & Brightness.


Do you want to disable Screen Rotation

By default, the screen display rotates when the device is rotated. This can be disabled in the Control Panel.

Control Centre:
iPhone X and later: From the Home screen, swipe down from the tip right of the screen.

Pre-iPhone X: From the Home screen, swipe up from the bottom of the screen.


Does your screen turn off too fast?

You can modify the timing of this automatic screen lock to your own preference.

You can set this quickly and easily via the menu. Choose Settings > Display & Brightness > Auto-Lock.


Do you want to change other Display settings?

You can configure the settings for all related topics via the menu. Choose Settings > Display & Brightness.



3G, 4G and 5G Networks

Have you checked your 4G or 5G network status

You can use your networks status/service checker online to see information about their services.


Have you checked your network signal

You can also check your networks coverage checker to make sure that they cover the area you are in.


Is the mobile data service disabled?

If mobile data is disabled, you will be able to make standard calls as usual, but no data services will work (emails, internet, Facetime, iMessage etc)


Has flight mode been enabled?

Flight mode or Airplane mode as it is also known disables all connectivity for the device (wifi, bluetooth, mobile network)
When this mode is enabled, a plane symbol will show in place of our usual mobile signal icon


Is your connection slow

When your internet connection appears to be slow, you may have configured the wrong settings, or you are in an area with poor (3G/ 4G/5G) coverage.


Are you set to 2G/3G only?

Some devices have the ability to disable 4G and 5G connections, which can improve the available signal at the expense of using a slower connection method such as 3G.

If you believe you should have 4G / 5G after trying all the above steps but are not receiving the service, confirm that the option is enabled.


Have you rebooted the device?

Many problems can be solved by simply rebooting the device.
If you cannot reboot the device the normal way, you can also force it.


Is your device software up to date

Your problem may be resolved through a software update. Check if a new version of your software is available.

Navigate to Settings > General > Software Update. This will tell you if your device is up to date or has outstanding updates


Have you tried a factory reset

If the previous steps haven’t fixed your problem, try doing a factory reset.

Note: A factory reset involves deleting all personal data on the device, such as photos and messages. We recommend you create a backup before trying this.


Did you find the above helpful?


Apps

Have you got an App Store account?

To download apps, you need an account for the App Store.


Has your account been deactivated, or have you lost your login details?

If you cannot remember your user name or password, please consult the iForgot page.


Do you have sufficient storage for new apps

You can clear space by deleting one or more apps.

To remove an app, choose and hold the icon. Then choose the cross symbol to remove the app.


Have you checked for updates

App problems can be caused by out of date apps that are no longer supported or have known issues, make sure that all apps are up to date.

To do this, Open App Store and go to Updates to see if there are available updates.


Are you having problems with a specific app or in-app purchase?

To provide feedback or request assistance for an app, please contact the developer i.e. Apple.

Open App Store for this and look for the app there. Go to Ratings & Reviews and choose App Support.


Are you looking for an App refund

Many apps are free, but some you have to pay for. You might also have to pay for extra content or services.

If you are dissatisfied with your purchase and want your money back, report this using Apple’s Report-a-Problem.

Log in with your Apple ID, go to the Apps section and press the button next to the app concerned. Then state the reason why you want your money back, and submit it.


Have you rebooted the device

Many problems can be solved by simply rebooting the device.

Turn your Apple iPhone 11 off, reboot it and check whether the problem has been solved.

If you cannot reboot the device the normal way, you can also force it.

If you need further instruction on how restart your device, please follow the below link
Restarting your Device


Is your device software up to date

Your problem may be resolved through a software update. Check if a new version of your software is available.


Have you tried a factory reset

If the previous steps haven’t fixed your problem, try doing a factory reset.

Note: A factory reset involves deleting all personal data on the device, such as photos and messages. We recommend you create a backup before trying this.



International Roaming

You may incur roaming charges if Data Roaming is on and you’re outside the country covered by your carrier’s network.

To turn off Data Roaming, select Settings > Mobile Data Options  . Data Roaming. Slide to off.

If you would like to discuss International Bolt-on options if you are travelling abroad, or call abroad regularly, contact your Account Manager for advice.


Wi-Fi Hotspot
Use Wi-Fi or Hotspots when your iPhone has a low  a low cellular signal or to save data & call allowances / usage on your mobile plan.

You can make and make and receive calls through a Wi-Fi network and with Continuity, you can also make and receive calls on iPad, iPod touch, and Mac by relaying the calls through the iPhone.

To make calls over Wi-Fi you will need to set up FaceTime and sign in with the same Apple ID on all your devices. (iOS 9, iPadOS 13, OS X 10.10, or later required.)

Note: Wi-Fi Calling on other devices is available with some networks but cellular charges may apply!

To change Wi-Fi Password;

Go to Settings > Mobile Data (or Cellular) > Personal Hotspot > Wi-Fi Password

Set up Wi-Fi calls on iPhone

On your device go to Settings > Mobile Data (or Cellular)

Select Wi-Fi Calling, then slide to Enable

When Wi_Fi Calling is available , Wi-Fi is displayed after your mobile carrier’s name in the status bar, when available calls will go through Wi-Fi.

Note: if connection is lost during a call, the call automatically switches to your network connection if available and turned on.


Allow W-Fi Calls on other devices

On your iPhone go to Settings > Mobile Data (or Cellular)

Select either of the following;

Calls on Other Devices, – turn on Allow Calls on Other Devices, then choose devices where you would like to make & receive the  calls.

Wi-Fi Calling, then turn on Add Wi-Fi Calling For Other Devices.

This allows other devices where you’re signed in with the same Apple ID to make and receive calls even when your iPhone isn’t nearby.


Using Personal Hotspots

You can choose to use Personal Hotspot to share your iPhone Internet connection.

PC’s can share your connection using Wi-Fi, Bluetooth, or a USB cable. Other iPhone, iPad, and iPod touch devices can share the connection using Wi-Fi.

Personal Hotspot works only if your iPhone is connected to the internet over cellular data network.

Note: this feature is not available with all carriers and may be chargeable.


Sharing an Internet Connection/Hotspot

Go to Settings > Mobile Data (or Cellular) then select Personal Hotspot,  if it is available, to set up the service with your carrier.

Once Personal Hotspot is Enabled you can connect to other devices by;

Wi-Fi: On the device, select your iPhone in the list of available Wi-Fi networks, then enter password.  If unsure of password, go to Settings > Cellular > Personal Hotspot on your iPhone.

Bluetooth: On iPhone, go to Settings > Bluetooth, then enable Bluetooth. To pair and connect iPhone with a Bluetooth device, refer to the documentation that came with the pairing device.

USB: Connect iPhone to your PC using a USB cable. In PC’s Network preferences, choose iPhone, then configure the network settings.

Note: When device is connected, a blue band appears at the top of the iPhone screen. The Personal Hotspot icon appears in the status bar of iPhone, iPad, and iPod touch devices using Personal Hotspot.

To change the name of your Personal Hotspot by changing the name of your iPhone;

Go to Settings > General > About > Name



Bluetooth
Use Bluetooth to connect / pair your iPhone with other Bluetooth devices like your car, headset, soundbar/speaker. Bluetooth connects devices wirelessly.

To turn on Bluetooth, go to Settings > Bluetooth, then slide to turn on.

If you experience issues with pairing / connecting your iPhone with your Bluetooth device, it is advised to refer to the documentation that came with the device you are attempting to pair with.


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Share your iPhone Internet Connection
Use Personal Hotspot to share your iPhone Internet connection. a PC or Laptop can share your Internet connection using Wi-Fi, Bluetooth, or a USB cable. Other iPhone, iPad, and iPod touch devices can share the connection using Wi-Fi.

Personal Hotspot only works if the iPhone is connected to the Internet over mobile data network. This feature may not be available on all networks & additional charge may be applicable.

Go to Settings > Mobile Date (or Cellular) > Personal Hotspot to set up.  Once enabled you can connect to other devices by;

Wi-Fi: On the device, select your iPhone in the list of available Wi-Fi networks, then enter password.  If unsure of password, go to Settings > Cellular > Personal Hotspot on your iPhone.

Bluetooth: On iPhone, go to Settings > Bluetooth, then enable Bluetooth. To pair and connect iPhone with a Bluetooth device, refer to the documentation that came with the pairing device.

USB: Connect iPhone to your PC using a USB cable. In PC’s Network preferences, choose iPhone, then configure the network settings.

Note: When device is connected, a blue band appears at the top of the iPhone screen.


Connect iPhone to PC using a USB

Using a USB connector you can connect your iPhone to Mac or Windows PC. By doing this you can set up an iPhone, charge the battery, share internet connections, transfer files and sync content from one device to the other i.e photos.

Check you have either of  the following; A Mac with USB port and OS X 10.9 or later or PC with a USB port and Windows 7 or later.

Connect your iPhone to the PC with the Lightning / USB cable supplied. You don’t have a cable, you can purchase one from most retail stores.


Sync iPhone with your PC

Use iCloud to automatically keep photos, files, calendar, and more updated across all your devices signed in with your Apple ID.

You can use a Windows PC to access your iCloud data on iCloud.com. Apple Music allows you to access content across all devices and no syncing is required.

If you don’t want to use iCloud or other services, connect your iPhone to your Mac or Windows PC to sync:

Albums, music, playlists, tv shows, movies, podcasts, books, audiobooks, photos, videos, contacts and calendars

By syncing you can keep these items up to date between both devices.


Syncing between Mac and iPhone

Connect iPhone and Mac using the USB cable. On Mac in the Finder sidebar select iPhone.  At top of window type in the name of content you would like to sync i.e. photos, music.

Select Sync.  By default, it will start to sync all items of a content type but you can choose to sync individual items, such as selected music, movies, books, or calendars.

Repeat this for all items you wish to sync, then click Apply. Your Mac will sync with iPhone whenever it is connected.  To view or change settings, select iPhone in Finder bar then choose options.

Before disconnecting iPhone from your Mac, click Eject button in Finder bar.

Note: To use Finder to sync content, macOS Catalina is required.  Earlier versions  of MacOS use iTunes to sync.


Syncing between Windows PC and iPhone
Connect iPhone and PC using the USB cable. Ensure iTunes is already downloaded and up to date.

In the iTunes app on your PC click the iPhone button. Select type of content you wish to sync i.e. photos, music in the bar.

Select Sync to turn on syncing.  By default, it will start to sync all items of a content type but you can choose to sync individual items, such as selected music, movies, books, or calendars.

Repeat this for all items you wish to sync, then click Apply. Disconnect when syncing shows complete.


Did you find the above helpful?


Do you need help enabling/disabling voicemail?

If you want to enable voicemail, please choose Phone, dial 1750 and choose the phone symbol.

If you want to disable voicemail, please choose Phone, dial 1760 and choose the phone symbol.


Do you need help configuring your phone settings

You can configure a variety of phone-related settings to your own preference. To do this, go to Settings, scroll down and choose Phone.

Are you experiencing problems making and receiving calls

If you are experiencing problems making or receiving calls, there may be a problem with the network coverage.  It may be due to your location, for example a garage or concrete building. Test to see if a change of location helps.

Are you experiencing network coverage problems?

Your device should connect to the network automatically. If not and you believe you should have network coverage, try a manual network connection.

If the manual mode works but the automatic mode does not, please your Account Manager.

You can use your networks status/service checker to see information about their services, they may be experiencing a fault in your area.

You can also check your networks coverage checker to make sure that they cover the area you are in.


Turn on / off

Turn On: Press & hold the home button until the Apple logo appears. If iPhone doesn’t turn on, you might need to charge the battery.

Turn Off: Press and hold one of the Volume buttons and Side button together. When the slider appears, drag it to the right.

Force Restart: Press and release the volume up button, press and release the volume down button, then press and hold the side button until the Apple logo appears.


Have you rebooted the device?

Many problems can be solved by simply rebooting the device.
If you cannot reboot the device the normal way, you can also force it.


Is your device software up to date

Your problem may be resolved through a software update. Check if a new version of your software is available.
Navigate to Settings > General > Software Update.
Have you tried a factory reset

If the previous steps haven’t fixed your problem, try doing a factory reset.

Note: A factory reset involves deleting all personal data on the device, such as photos and messages. We recommend you create a backup before trying this.


Did you find the above helpful?


NEW eSIM

If your device supports eSIM, your Network can supply SIM details that will be electronically stored on your device. This will typically be in the form of a QR code and a confirmation code.

1. To add a new eSIM, go to Settings & Mobile Data and select ‘Add Data Plan’

2. This will open the camera app to scan the QR code. Position your phone so the provided QR code appears clearly on the screen. You may then be asked to enter the confirmation code.

3. Select ‘Add Data Plan’ to confirm

4. If the new plan is one of multiple plans, you can configure how these work next.

You can store more that one eSIM on a device at once, but only once can be active at any given time. To use two plans concurrently you will require the combination of a physical and eSIM.


Learn Gestures on iPhone
Control iPhone and its apps by using a few simple gestures—tap, touch and hold, swipe, scroll, and zoom.

Tap – Touch one finger gently on screen

Touch and Hold – Touch and hold items on iPhone or in an App to preview contents and perform quick actions. On the Home screen, touch and hold an app icon lightly to open a quick actions menu.

Swipe – Move one finger across screen quickly

Scroll – Move one finger across screen without lifting off i.e. in Photos drag list up or down to see more. Swipe to scroll quickly; touch the screen to stop scrolling.

Zoom – place two fingers on screen together then move them outwards /apart, this zooms in on the image / screen.

You can also double tap on a photo or web page to zoom in, double tap to zoom back. In Maps double tap and hold, then drag up to zoom in or drag down to zoom out.


Enable Siri

On initial set up you may be asked to set up or enable services and features, like Siri. On some devices, you’ll be asked to speak a few phrases so that Siri can get to know your voice.

To enable Siri on your iPhone go to Settings > Siri & Search, slide keys along to activate listen for Siri or to Press Home for Siri. Also enable Siri suggestions for search, looking up answers etc to your preferred options.

Ask Siri. Just say, “Hey Siri.” Or hold down the side button and make your request. Siri listens until you release the button (depending on iPhone model)

You can ask Siri to questions or to carry out actions on your iPhone.


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