Got questions for us? We have the answers! Here’s a little FAQ to help you out.
Q: Do I need to charge my iPhone and mophie case separately?
A: Nope! You can charge your iPhone and your juice pack at the same time or separately. Your iPhone will be the first to charge, then your juice pack.
Q: Do I have to take my iPhone 4/4S mophie case off to sync with iTunes?
A: Negatory. Sync and charge all you want with the mophie micro-USB cable that comes with your case. Although our iPhone 5 juice packs do NOT support data syncing, wireless syncing is a solid alternative. Here’s a short article on how to set this up: Wireless Syncing with iTunes
Q: How do I know when my mophie case is fully charged?
A: On each juice pack there are 4 LED lights. The mophie case is ready to go when all 4 lights full (not blinking), like the picture above and below.
Q: Should I leave my mophie switched “on” all day while my iPhone is at 100% battery?
A: To get the most out of your mophie juice pack case, make sure you flip the “on” switch only after your iPhone battery is low. This way you will get the most out of case’s battery and will avoid the annoying buzzing sounds your iPhone makes when it starts charging.
Q: My bottom piece is connected to my wall outlet through the micro-USB cable, but my case isn’t holding a charge or only one light is blinking. What’s the deal?
A: If you juice pack comes with a removable bottom piece, both the top and bottom portions need to be connected allow charging.
Q: When should I turn on my mophie case?
A: To get the most charge out of your case, turn it on around 10%-20% and keep the case charging without using it until your iPhone hits 80% battery life. From there, you can either wait until it gets low again or top it off when the battery is less than 80%. Apple’s batteries fast-charge to 80%, then switch to trickle charging for the last 20%. You can read more about it here: www.apple.com/batteries.
Q: My cat ate my headphone adapter! How do I get a new one?
A: Head over to mophie.com to purchase another headphone adapter.
Q: I am only getting one channel or the other, or no sound when using my headphone adapter.
A: Make sure the adapter is fully inserting into the headphone port. If it’s loose you might run into audio issues.
Q: How many charges will I get out of my mophie juice pack?
A: The juice pack is rechargeable for over 500 cycles. (Full cycles, partial cycles don’t count as full. So, you can charge your juice pack 10% of the way 10 times before it counts as a complete cycle.) Don’t be afraid to top it off! After 500 cycles, its fully charged capacity will be less than 75% of the capacity when it’s new.
Q: Does my juice pack come with a screen protector?
A: No. Our only juice pack that comes equipped with a screen protector is our juice pack PRO for the iPhone 4/4S.
Q: Will a screen protector work with the juice packs?
A: Screen protectors aren’t recommended for our cases. Please use caution when applying one, as it might affect your ability to remove your iPhone from the case.
Q: I’m getting a weird error message, “this accessory is not compatible with the iPhone.” What should I do?
A: This could be a couple of things: 1. USB cable not plugged in all the way 2. You are using a 3rd party cable NOT supplied by mophie 3. Your juice pack is not receiving as much as it needs to charge your iPhone. Try charging your iPhone and juice pack separately overnight for 1-2 nights and it should fix the error.
Q: HELP! MY MOPHIE IS DOING SOMETHING STRANGE!!
A: mophie’s Technical Support is always hear to help! We love hearing from you, even if you think it’s just a small problem or concern. If you’re having any problems with your mophie fill out the the form at www.mophie.com/ts and we’ll contact you within 24 business hours.
Q: How come I only got “X” amount of charge from my juice pack? Why don’t I get more?!
A: The charge you will receive heavily depends on how you use your phone and its settings. Here is a great article that can show you how to extend your battery life further.
Q: I think my mophie might be a counterfeit. How can I tell the difference?
A: We have created an entire page on our website dedicated to finding fakes. Check it out here: mophie.com/counterfeit. You can also contact our Technical Support at www.mophie.com/ts if you think your mophie product isn’t genuine.
We urge all our potential customers to avoid the Amazon Marketplace and eBay, as they are flooded with counterfeit products claiming to be the real deal. If you’re going to purchase from Amazon, make sure you only purchase from them directly. Even the stores that are “fulfilled by Amazon” are known to sell low-quality knockoffs.
Q: When are your new juice packs coming out? Can you give me a date?
A: Why ruin the surprise? We like to keep our new products under wraps until they’re ready for you to purchase. So until then, stay tuned!