Kundenservice

Personal Service

Customer satisfaction is the main principle of our company. We strive to provide the best service for the best products in the industry. Thus we recommend to see the list of the official dealers in your region and take your problem to them — be sure, you will be helped.

Certainly, as a customer you may need answers to less complicated questions. See below how we can help.

Product care

Every high-end mobile phone is manufactured using only the best materials, demanding attention and care while being used or stored. The right product care is therefore highly recommended, so that your mobile phone will serve you many years to come.
Open the product care tips >

Frequent Questions

Sometimes during the process of using a mobile phone you may have some issues with its operation. We would like to bring to your attention some of the most frequently asked questions with answer options on them.
Open frequent questions and answers >

Official service centers

The dedicated service centres are able to provide help with any customer service issues. Be it a hotline number or an email address, here you will find all contact information which will help you further.
Open service centers >


Vertu Registration

If you own a Vertu mobile phone, consider registering your phone with Vertu. The registration process is quick and easy and will ensure the best Vertu service for you.
Go to Vertu registration

Software downloads

Please see official sites of the manufacturers, if you are looking for software downloads:
Vertu
TAG Heuer MERIDIIST

Product manuals

If you need help with using your phone, please click the link below, depending on the model of your mobile phone:
Vertu
TAG Heuer MERIDIIST

Product Care

Here are some general care tips for keeping your phone in good condition for long time.

  • Keep your phone dry. All types of liquids or moisture can contain minerals capable of corroding electronic circuits. If your device does get wet, remove the battery and allow the device to dry completely before replacing it.
  • Do not use or store your phone in dusty, dirty areas. Particles of dust can damage moving parts and electronic components.
  • Do not store your phone in hot areas. High temperatures can shorten the life of electronic components, damage batteries and deform or melt certain plastics.
  • Do not store your phone in cold areas. When the phone returns to its normal temperature, condensation can form inside and damage the electronics.
  • Do not attempt to open your phone other than as instructed in the user guide.
  • Do not drop, knock or shake your phone; rough handling can break internal electronics and fine mechanics, as well as damage the exterior of your phone. We recommend that you store your handset in a compatible case when not in use.

Frequent Questions

Bluetooth

Bluetooth technology enables you to easily share images and video clips with other paired Bluetooth-enabled devices.

The full Bluetooth menu is located in Menu > Settings > Connectivity.

Use the options on these menus to turn Bluetooth on/off, make your phone discoverable, search for active devices and pair your phone with other Bluetooth devices, for example your Bluetooth headset.

To maximise battery performance, switch off Bluetooth when not in use.

Connection settings supports

To configure the connection of your mobile phone Vertu, please click on the link.

More information about the connection settings supports for owners of TAG Heuer MERIDIIST, Dior Phone and Versace Unique is represented in the user guide for your phone.

Data Cables

Data Cables are available for transferring data between your phone and a compatible computer. More detailed information is provided in the user guide for your phone.

E-Mail

Information about E-Mail configuration is provided in the user guide for your phone.

Language settings

Typically, the settings of your phone can display only one of several available languages. However some phone models have two distinct language settings. Model-specific instructions for setting your language preferences are available in your user guide.

Power and signal strengh

My phone switches off automatically.
If your phone appears to have problems with power, the problem may be with the phone, the battery, or the charger. Before returning your phone to a Service Centre for inspection, please perform the following checks:

  • Check that you are using a battery and charger compatible with your phone model.
  • Remove and re-insert the battery according to the instructions presented in the user guide.
  • Fully charge the battery according to the instructions presented in the user guide.
  • If you have access to another battery and charger of the same type as yours, try substituting them to determine if the issue is with the phone, the battery, or the charger
  • If you are unable to test your phone or it still keeps switching off, please contact one of our specialist Service Centres who will arrange inspection.

My phone won’t power on.
If your phone appears to have problems with power, the problem may be with the phone, the battery, or the charger. The first thing to try is to connect the phone to its charger. Connect the charger to a power source, wait for a few moments, and then try to turn the phone on If the phone still won’t power on, please perform the following checks:

  • Check that you are using a battery and charger compatible with your phone model.
  • Remove and re-insert the battery according to the instructions presented in the user guide.
  • Fully charge the battery according to the instructions presented in the the user guide.
  • If you have access to another battery and charger of the same type as yours, try substituting them to determine if the issue is with the phone, the battery, or the charger.
  • If you are unable to test your phone or it still won’t power on, please contact one of our specialist Service Centres who will arrange inspection.

My phone is always low on power.
If your phone appears to have problems retaining power, the problem may be with the phone, the battery, or the charger.

  • Check that you are using a battery and charger compatible with your phone model.
  • If you have access to another battery and charger of the same type as yours, try substituting them to determine if the issue is with the phone, the battery, or the charger.
  • Even high-quality batteries will eventually lose power retention capacity. If it is time to replace your battery with a new one, be sure to purchase an original battery.
  • If you are unable to test your phone, charger, or battery or need further assistance, check that you are using a battery and charger compatible with your phone model.

My connections are torn down.
Dropped calls or low sound quality during calls can result from low signal strength or momentary gaps in network coverage, either at your end or the other end of the connection. In most cases, your operator or service provider is the best source of assistance with issues regarding signal strength.

  • Signal strength is indicated by the signal indicators at the left side of the phone’s display. These indicators move up as the strength of the signal increases and down as the signal decreases
  • To increase your phone’s signal strength, try moving your phone slightly, or move towards a window if you’re calling from inside a building
  • If you continuously experience low signal strength in a certain area, it may be that network coverage is insufficient there. Your operator or service provider can provide you with more information on network coverage
  • If you believe that the problem may be with your phone instead of the network, please contact one of our nearest specialist Service Centres, who will arrange inspection.
SIM-Cards and security

My phone is requesting a PIN | PIN2 | PUK | PUK2 code.
Your phone is equipped with one or more codes to protect it against unauthorised use. The PIN and PUK codes actually protect the SIM card, a small card inside your phone that establishes the network connection. In most cases, your operator or service provider is the best source of assistance with PIN and PUK codes.

  • The most common code is the PIN (Personal Identification Number) code, which you set yourself and can activate and deactivate by following the instructions in your user guide
  • The PIN2 code is a PIN code which acts as a second layer of protection for certain features of your phone. It functions in the same way as the PIN code, and more information is available in your user guide
  • If the PIN code is entered incorrectly multiple times, your phone may request a PUK (Personal Unblocking Key) code. The PUK code is an 8-digit code provided by your operator or service provider
  • If the PIN2 code is entered incorrectly multiple times, your phone may request a PUK2 code
  • Please contact your operator or service provider for assistance with your PIN and/or PUK codes. If you have already contacted your service provider and the code provided did not work, you will have to obtain a new SIM card from your operator or service provider.

My phone is requesting a security code.
Your phone is equipped with one or more codes to protect it against unauthorised use. Please note that the security code, which protects the phone itself, differs from the PIN code, which protects the SIM card.  If your phone is prompting you for a security code and you have not activated one, please try the following:

  • Enter the default security code: 12345. Only try this once
  • If your phone still requests a security code, please contact your nearest authorised Vertu dealer who will arrange for it to be returned to one of our specialist Service Centreswho will arrange inspection.

My phone displays “SIM card rejected” or “SIM card unaccepted”.
The SIM (Subscriber Identity Module) card is a small card inside your phone that establishes a network connection. The SIM card is provided by your operator or service provider. In most cases, they are the best source of assistance with SIM card problems. Your phone may display a SIM card error message if:

  • The SIM card is out of alignment.
  • If the phone has recently been dropped, bumped, or opened, the SIM card may need adjusting. Follow the SIM card installation instructions in your user guide.
  • The PUK (Personal Unblocking Key) code is entered incorrectly multiple times. This can deactivate the SIM card. If deactivation appears to be permanent, contact your operator or service provider for a new SIM card.
  • You have recently changed service providers. In this case, either your SIM card or your phone may be configured for your previous operator and may require reconfiguring. Please order these connection settings from our website.
  • If none of the situations above apply and you continue to receive this error message, your SIM card may be damaged. Please contact your operator or service provider to have the SIM card tested and/or replaced. Alternatively, please contact one of our nearest specialist Service Centres,  for inspection.

Service Centers

Vertu

For support of your Vertu phone, please send an email: customer.service@vertu.com

UK customers: +44 1252 867 500
Available 24 hours, 7 days a week

US customers: Toll-Free: +1 888 999 5303
Available 24 hours, 7 days a week

Chinese customers: +86 10 6782 5781
Available 24 hours, 7 days a week

Japanese customers: +81 3 6738 3900
09:00 - 20:00 (Tokyo time), 7 days a week

French customers: +33 182882745
08:00 - 18:00 (Paris time), Monday to Friday

Italian customers: +39 0699367336
08:00 - 18:00 (Rome time), Monday to Friday

Arabic customers: +97 316 199637
Available 24 hours, 7 days a week

TAG Heuer

For support of your TAG Heuer MERIDIIST phone, please send an email: meridiist@services.modelabs.com

International number: +33563215379
UK: 02076600780
Italy: 0238591059
Spain: 913754561

Dior phone

For support of your Dior phone, please send an email: diorphone@services.modelabs.com

International number: +33563215371
UK: 02076600781
Italy : 0238591054
Spain: 913754562

Versace Unique

For support of your Versace Unique phone, please send an email: versaceunique@services.modelabs.com

International number: +33 800 001 237
UK: 08082349249
Italy : 800874911
Spain: 900993320