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Lack of Android Support on replaced device (Sailfish X) [answered]

asked 2017-11-15 16:10:32 +0300

tacocat gravatar image

updated 2017-11-15 17:30:08 +0300

On a freshly set up Xperia X, the setup wizards skips the Android Support page and the corresponding option is missing in the settings too. How can I get Android Support to work?

EDIT: Zendesk suppport is going to transfer my purchase to the new IMEI which solves the problem. Would be great to be able to manage devices in one's account.

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The question has been closed for the following reason "the question is answered, an answer was accepted" by Louis
close date 2017-11-19 13:04:21.678174


Only saw your edit now. Great. Hope it works out now for you! (and that next time you'll choose a more appropriate title... smile...)

chappi ( 2017-11-17 22:22:10 +0300 )edit

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answered 2017-11-15 17:16:19 +0300

ossi1967 gravatar image

So your question is not "Android support not working". It's "License for 1 phone isn't valid for 2 phones". And it's answered here:

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It's not a second phone it's a replacement. And I would then expect at least some sort of warning or information dialog stating the issue and a way to solve the problem not just a not working feature.

tacocat ( 2017-11-15 17:23:27 +0300 )edit

A replacement is a second phone. Instead of finding ways to argue that 2 is 1, I'd use the time to write to Jolla via Zendesk and explain the situation. I'd assume they find a satisfying solution.

ossi1967 ( 2017-11-15 17:34:52 +0300 )edit

write email to jolla and ask to move account license from one device to another.

coderus ( 2017-11-15 17:50:34 +0300 )edit

Your account is bound to the IMEI of your first one. You simply have them change it to the IMEI of the new phone.

lakutalo ( 2017-11-15 22:39:45 +0300 )edit

answered 2017-11-15 16:17:18 +0300

coderus gravatar image

On phone login to your account where you bought Sailfish X image and install Android Support from Jolla Store.

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Thanks for the answer, but I'm logged in and still can't find Android Support in the Store.

tacocat ( 2017-11-15 16:22:27 +0300 )edit

@tacocat The account you use on the phone: Is it the same you used for buying SailfishX?

ossi1967 ( 2017-11-15 16:28:29 +0300 )edit

Yes, definitely. It's a new device since I've dropped my last one and it's broken now. I guess the problem is that I now have two devices bound to one purchase. In my account there is no way to delete an old device. Very poor and daunting experience...

tacocat ( 2017-11-15 16:35:18 +0300 )edit

@tacocat: try zendesk. Poor communicaton from your side! You used the same image for two phones (could have told so from the beginning). Don't let your anger about the dropped phone spread into the world ;-)

chappi ( 2017-11-15 17:01:18 +0300 )edit

I don't think that this is poor communication from my side nor am I angry about a dropped phone. I couldn't care less, it's just a phone. But I think I should be able to manage my devices as a paying customer. I've bought several images and devices from Jolla and just can't understand why there is no reasonable way to manage my purchases from my account. There is no section with invoices, purchase history etc. This is poor service and has nothing to do with my broken phone.

tacocat ( 2017-11-15 17:18:03 +0300 )edit

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Asked: 2017-11-15 16:10:32 +0300

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Last updated: Nov 15 '17