Problems
Troubleshooting
A call that says "everything's gone" usually means a much smaller problem than it seems in the first minute. The sound got switched off by an accidental touch, an icon slid onto another screen, the text shrank after an update. Here are the most common complaints and a calm sequence of steps that's easy to go through together, even from a distance.
Before you look for a malfunction, ask what was on the screen right before everything "disappeared."
How this section works: we describe situations in general terms, without tying them to specific devices. If money, codes or unknown callers are involved, check the safety section first.
Common situations
The sound is gone.
Ask them to press the volume button on the side and see which slider appears on the screen. Often the phone is set to silent or Do Not Disturb. Ringer, call and media volume are adjusted separately, so check all three.
The phone "taps things on its own."
Most often it's accidental touches from a palm, a case that rubs against the screen, or a dirty screen. Wipe the screen with a soft, dry cloth and check how the case fits. If the taps continue on a clean screen without a case, it's best to take the phone to a repair shop.
The text is too hard to read.
The font size may have reset after an update, or the brightness may have dropped. Find text size and brightness together in the display settings. If the text is small in only one app, look for a text size option in that app's own settings.
An icon disappeared from the home screen.
The app most likely hasn't gone anywhere: the icon moved to another screen, into a folder, or was accidentally removed from the screen. Find it with search or in the full app list, put it back, and then lock the layout if the phone allows it.
They forgot the password.
Don't guess at random: after several wrong tries, sign-in can be locked for a long time. First check the paper record of passwords, then use the official account recovery. Never read out codes from text messages to anyone, even if the caller promises to help with recovery.
They can't answer a video call.
Ask exactly what they see on the screen: they may need to swipe rather than tap. Check whether the app has access to the camera and microphone and whether there's an internet connection. Make a test call while you're on a regular line together.
If your relative calls in a panic
Calm them down
Speak slowly and evenly. Tell them nothing terrible has happened and you'll figure it out together. Panic makes it hard to read what's on the screen and to hear your suggestions.
Ask them not to tap anything
Have them set the phone down on the table, screen up. It's especially important not to tap links, not to reply to messages and not to read out any codes until you understand what's going on.
Find out what happened
Ask what came right before: a call, a message, an update, dropping the phone. Ask them to read aloud exactly what the screen says, word for word.
Work through it step by step
Give one instruction at a time and wait until they've done it. If it's hard to describe in words, suggest a video call or screen sharing, with their consent.
If money or codes are involved
Ask them to hang up on the stranger, and call the bank together using the number printed on the back of the card. More details are in the safety section.
Write down what worked
Add the fix to the paper cheat sheet. Next time they may handle it on their own and call you with good news instead.
Related reading
- Guides
Practical how-tos: larger text and a simple home screen, quick-dial for family, video calls, photos and passwords. Plus our article catalog.
- Tools
What helps when you support an older relative: a paper cheat sheet, a phone stand, a charger by the bed, a tablet for video calls and a written list of numbers.
- Safety
Calls "from the bank," messages about "payments" and "gifts," requests for a code or to install an app — how to spot them and what to do.
- Glossary
Plain-language glossary: accessibility features, home screen, notification, backup, verification code, screen sharing, fake link.
- Questions
Answers about this reference, about phones and service for an older person, and about protecting your family from phone scams without extra worry.
Sources
- Accessibility help pages from phone manufacturers (in general terms)
- Bank safety tips for customers (in general terms)
- Urai86 editorial materials
We write in general terms, based on our editorial understanding of the topic as of the date this page was prepared. Phone and tablet menus change from one version to the next, so look for the exact setting names on your own device, and for anything about an account or card, call your bank at its official number.