mophie Customer Care: Complete, Expert Guide to Getting Help Fast

How to Reach mophie Customer Care (Official Channels)

mophie is a ZAGG Inc. brand (ZAGG acquired mophie in 2016), and its customer care is delivered through ZAGG’s global support platform. For the most reliable assistance, start at the mophie support portal and sign in or create an account so your product details and past cases are linked. Primary entry points: mophie.com/support and support.zagg.com. If you bought directly from mophie.com, have your order number ready; if you purchased through a retailer, keep your receipt.

Phone support for the United States and Canada is available via ZAGG Customer Support at 1-800-700-9244. Live chat and ticket-based support are also provided from the support portal. When calling, you’ll be asked for your product name (for example, powerstation 10K or snap+ wireless charger), serial number if available, and proof of purchase. If you’re outside North America, use the support portal first; it automatically routes you to regional options and localized policies.

• Web: mophie.com/support (routes to ZAGG’s help center and warranty portal)
• Help Center and Tickets: support.zagg.com (search “mophie” for product-specific articles)
• Phone (US/Canada): 1-800-700-9244
• Social updates: Official brand handle “mophie” on major platforms; for service, use the support portal so you receive a ticket ID

Warranty at a Glance (What’s Covered and for How Long)

As of 2024, most mophie charging products (such as power banks, wireless chargers, and wall adapters) carry a limited warranty commonly up to 2 years from the date of retail purchase. Cables and certain accessories may carry a 1-year limited warranty. Exact terms can vary by product and region, so confirm the warranty duration on your specific product’s page or in the support portal. You must provide proof of purchase (a dated receipt or order confirmation) to validate coverage, including the retailer’s name and product SKU.

If you purchased directly from mophie.com, there is typically a 30-day return window for new, undamaged items when returned in original condition with all accessories. The 30-day period generally begins on the shipment or delivery date shown in your confirmation email. Refund processing times depend on your bank once the return is received. For warranty replacements (after the return window), customer care may ask you to pay a shipping and handling fee in some regions; the fee amount, if any, is disclosed during the claim process before you consent to proceed.

Warranty claims follow a standard flow: submit details and diagnostics via the support portal, receive an RMA (Return Merchandise Authorization) if approved, then ship the product to the designated service address included in your RMA email. Do not ship without an RMA, as returns without authorization can be refused and are harder to track. Keep your carrier receipt and tracking number until your replacement or repair is completed.

Prepare Before You Contact Support (Save Time and Back-and-Forth)

Gathering key information up front can reduce resolution time significantly. Locate your serial number (often printed on a small label on the underside or side of power banks; on cases, look along the inner frame; on chargers, check the base or bottom label). Locate your proof of purchase, which should include the date, retailer, and product name or SKU. If you’re contacting support about a mophie.com order, have your order number and email address used at checkout.

Document the issue clearly: what device you’re charging (phone model and OS version), what cable and power adapter you’re using (brand, length, and rated wattage), and the exact behavior (for example, “USB-C PD output stops after ~30 seconds” or “wireless charge LED blinks amber”). Photos or short videos showing the setup, indicator lights, and any error messages are extremely helpful. If you have a USB-C power meter, note the observed voltage and current (e.g., 9V/2A) to speed up PD-related troubleshooting.

• Must-have items: proof of purchase, product serial number (if present), your shipping address and contact email/phone, and a concise description of the fault with timestamps or photos.
• Nice-to-have diagnostics: different cable/adapter tests, measured PD profile (if available), and a list of devices tested (e.g., iPhone 14 Pro with iOS 17.5; Pixel 7 with Android 14).

Troubleshooting You’ll Likely Be Walked Through

For USB-C PD issues, customer care will confirm the adapter’s and cable’s ratings. Many mophie chargers negotiate common PD profiles such as 5V/3A (15W), 9V/2.22A (20W), and 12V/1.67A (20W or higher on some models). If a device isn’t drawing expected power, agents will ask you to swap cables (use a 5A e-marker cable for >60W scenarios), try a different wall adapter, and clean connector pins to eliminate debris. A simple baseline test is a 5V/2.4A USB-A output to a known-good device to confirm the power bank is functioning at non-PD levels.

For wireless chargers and stands, LED behavior is key. A steady indicator typically signals charging; a blinking or amber LED often indicates misalignment, foreign-object detection (FOD), or thermal throttling. Agents may ask you to remove thick cases, magnets, or metal plates not designed for MagSafe, and to test with an official MagSafe-compatible case. Ambient temperature matters: wireless charging efficiency drops at higher temperatures, and onboard protection will reduce power or stop charging if thresholds are exceeded.

For power banks that appear “stuck,” agents may request a soft reset: fully disconnect all cables and loads, press and hold the battery status button for several seconds (varies by model), then recharge the bank to at least 25% before retesting. They’ll also ask you to confirm LED behavior during charge and discharge and may compare performance with a low-draw device (like a set of earbuds) to see if load detection is functioning.

Returns, Shipping, and Safety (Lithium Battery Essentials)

Most mophie power banks are well below the 100 Wh threshold for consumer lithium-ion battery shipping. As a rough guide, Wh = (mAh × nominal voltage) ÷ 1000. For example, a 20,000 mAh pack at 3.7 V is about 74 Wh. Even so, you must follow your carrier’s lithium battery rules. When you receive an RMA, the instructions will state whether ground shipping is required and how to label the package (e.g., “Lithium-ion batteries in equipment,” UN3481). Always include the RMA number on the outside of the box to avoid delays.

Do not ship a swollen, punctured, or severely overheated battery. If your product shows signs of damage or swelling, notify customer care; they may provide special handling steps or alternate instructions. Whenever possible, ship the item in original packaging or equivalent protective packaging that prevents movement. Remove accessories that are not required for diagnosis unless the agent specifically asks for them (for example, keep your personal cables unless they’re part of the issue).

Keep your drop-off receipt and the tracking number until the case is closed. If you used a prepaid label from mophie/ZAGG, note the carrier and tracking ID in your ticket. If you chose your own carrier (when allowed), ensure you’ve selected a service that meets the lithium shipping requirements listed in your RMA email; otherwise, your package may be rejected or delayed.

Data Security, Environment, and Post-Replacement Tips

mophie products do not store personal data the way smartphones or laptops do, but some stands or multi-device chargers include detachable power supplies or cables you may want to keep. Remove any personal accessories (like custom magnet plates or cable ties) before shipping. If your product pairs with an app (rare for chargers), follow any reset instructions provided by the agent so the replacement process is clean.

For end-of-life or out-of-warranty items, recycle responsibly. In the United States and Canada, Call2Recycle can direct you to battery recycling drop-off locations: call2recycle.org or 1-877-2-RECYCLE (1-877-273-2925). Many municipal e-waste programs accept lithium-ion power banks and chargers; check your city or county guidelines. Never discard lithium-ion batteries in household trash due to fire risk and environmental harm.

Escalation, Documentation, and Timelines

Every interaction generates a ticket number—write it down. If you need to escalate, reference that ticket and provide a concise timeline of events, including dates, test steps you performed, and photos or videos. If your case involves intermittent faults, short clips showing the exact LED pattern, cable connections, and affected device screen can dramatically speed triage.

Typical turnaround for standard claims includes: time to submit and validate proof of purchase, RMA issuance, customer shipping time, inbound processing, and outbound replacement or repair. Actual durations vary by region, carrier, and inventory. If your case is time-sensitive (for example, travel date approaching), inform the agent up front—expedited options may be available depending on your location and stock.

Recap of the fastest path to resolution: use mophie.com/support to open a ticket, have your proof of purchase and serial number ready, run through the basic cable/adapter/device isolation tests, and follow the RMA instructions precisely. For North America phone assistance, call 1-800-700-9244; for all other regions, the support portal will list the correct contact paths and policies for where you live.

How do I contact mophie?

We suggest you contact Technical Support at mophie.com/ts or 888-866-7443 as they can best assist. We believe wireless audio connectivity—as with wireless charging—is the mobile lifestyle of the future.

Why is my mophie not working?

Make sure the battery in your mophie powerstation or juice pack has a charge by tapping the status button next to the four lights. If any of those lights are solid, there’s a charge on the battery. If no lights light up, you’ll need to charge your mophie product.

Is mophie owned by Apple?

The ZAGG Warranty Policy applies to mophie® branded products. The mophie brand is owned by mophie inc, a wholly owned subsidiary of ZAGG Inc.

How long is the warranty on mophie?

All new mophie hardware products carry a one-year Limited Warranty from date of purchase against defects in materials and workmanship. Refurbished products purchased through third- party sellers carry a 90-day Limited Warranty from date of purchase against defects in materials and workmanship.