Hello @inkpost,

Was the device purchased from us/Carphone Warehouse?

The issue may be to do with firmware on the device that’s causing the incompatibility here.

Mohammed

OK, many thanks, problem is you have none for sale, or didn’t at the time.

The solution is rather more prosaic, and may be of wider interest.  Although the phone was an Acatel 1 S, it was a later version with 6.1” screen rather than 5.5” screen. I can’t quite remember the type number but it was 504 rather than 502. So  a clearly visible difference should someone have the same issue. It would help if idmobile list of compatible devices was more explicit about this - ie Alcatel 1 s 504

David

Hi @inkpost,

Thank you very much for your feedback. If you need anything else, please let us know.

Will