Check out first our device help follow the instructions until the end where you will either be able to resolve the issue or be guided to the appropriate repair process.
You can register your device for repair service If you have no packaging for it, we’ll provide it. You can also bring your device to any Salt Store.
To unlock your phone you need the PUK 1 code displayed on the wrapping of your SIM card. If you can’t find it anymore,
- Go to My Account > Usage > more useful functions > Display PUK codes
- Or call our hotline 0800 700 700; from abroad +41 78 700 7000
Note: If you’ve entered 10x the wrong PUK-code, your SIM-card will be permanently blocked and you will need a new SIM-card. For replacement SIM-cards, please contact our customer service or visit a Salt Store
If you have Salt Care (you signed up for insurance after the 1st of January 2017), you can make a claim directly on the customer portal of i-surance, please click here: www.caresupport.ch. You can also reach us by phone through our i-surance hotline on +41 44 200 23 92 (calls cost the equivalent of a local connection to Zurich, calls from mobiles may vary), from Mon-Fri 08:00 A.M. - 7:00 P.M., Sat 9:00 A.M.- 6:00 P.M
If you have Relax (you signed up for insurance before January 2017): To make a claim, call the i-surance hotline on +41 44 200 23 92.
If you don't have Salt Care or Relax: If you'd like your phone repaired, register it with our online repair service or bring it to any Salt Store and we'll send it to our repair center for you.
If it qualifies for repair under warranty, there's no charge, otherwise you'll pay standard charges
- 1 year for Apple devices
- 2 years for all other manufacturers devices
If you ordered your device from the Salt online shop, please call us on 0800 700 700. If you have bought your device in a store, please visit one of our Salt Stores.
Note that a fee of CHF 9.95 will be charged to cover the administrative costs.
If your device is still in the warranty period, yes. You need the warranty document to get the device repaired for free.
Normal wear and tear, consequences of incorrect use, damage or repair by you or others and faults caused by external factors (e.g. severe impact, damage caused by dropping, liquids, chemicals, dust, extreme heat, extreme cold etc.)
If your device was incorrectly manufactured from the beginning:
- With Salt Care Premium or Relax Plus: 3 years
- Without Salt Care Premium nor Relax Plus: 2 years (1 year for Apple devices).
You benefit from a free-of-charge month when signing-up for insurance cover.
During this first month exclusively, you can cancel the insurance cover with a one-week notice period to the end of the month.
To do so, please visit https://caresupport.ch/#/salt_cancellation and fill out the online form.
You will need to provide the date of birth of the contract owner, the mobile number associated to the contract and the IMEI Number of the insured device.
If you are a Salt Business customer, provide the date of birth of your Fleet Manager.
If an insured event occurs during the first free month and it is settled, you lose the right of cancellation during the free month and you will only be able to cancel for the first time at the end of the fourth month of the insurance.
All cancellations (with the exception of cancellation within the free month) must be requested at our Customer Care.
To find out the IMEI, tap *#06# on the keyboard of your device. The IMEI appears immediately after entering the code.
Couldn't find what you need? Check the other FAQ rubriques: