Welcome to our Customer Service & Support page!

Customer feedback and experience shows that your service and support request has the highest and fastest chance of result if you follow the steps suggested below:
1. Please read carefully the FAQ and execute the steps suggested to solve the issue of your device. If the encountered issue is not mentioned in the FAQ, you might consider searching on Google first. Most issues and solutions related to Android tablets and smartphones are available on Google and YouTube.
2. If you have executed the suggestions listed in the FAQ and searching on Google neither did provide a solution, please contact your local dealer for additional service and support first. Your local reseller is your best first contact as you are his direct customer and you will be served in your local language.
3. If nor the FAQ, Google search or your local reseller were able to solve the issue, please fill in the support form below mentioning your device model and serial number, date and location or purchase, and a detailed summary of the issue. Please also mention the steps of the FAQ and local reseller you executed and the results. Providing this information will significantly shorten the time to a solution.
4. If you encounter a problem with the support form please send an email to [email protected] with the requested information mentioned in point 3 above.
5. If the above steps are not successful you are welcome to call our customer service & support hotline during business hours from Monday to Friday. International Tel. (in English/German/French/Dutch): +44 20 351 98 381. Italy: +39 069 480 33 84.

Thank you for contacting Customer Service & Support. It is our pleasure to be at your service!

3Q International AG
Customer Service & Support Team

FAQ (Frequently Asked Questions)

  • How to reset my device to factory settings?

    You can solve most device issues (slowing down, frequent crashes, and charging issues) by resetting it to factory settings, as most issues are caused by software (apps or operating system) problems. There are two ways to reset your device:

    1) Using the Settings menu: software reset

    2) Using Recovery mode: hardware reset

    Important: By performing a factory data reset, all data will be erased from the device. While any data stored in your Google Account will be restored, all apps and their associated data will be uninstalled. Make sure you back up your data before you do a factory data reset.

    • Option 1: Software reset using the Settings menu

    Erasing your data may take some time, so make sure that you plug your device into a power source before you start.

    Open your device’s Settings menu. Under “Personal,” touch Backup & reset. You may need to enter your pattern, PIN, or password. Under “Personal data,” touch Factory data reset > Reset phone or Reset tablet. If you have a screen lock, you’ll need to enter your pattern, PIN, or password. When prompted, touch Erase everything to erase all data from your device’s internal storage. When your device has finished erasing, select the option to reboot your device.

    • Option 2: Hardware Reset using Recovery mode

    If you don’t have access to the Settings menu, you can use Recovery mode to hardware reset your device to factory settings.

    Performing a factory reset may take some time, so make sure that you plug your device into a power source before you start. If your tablet becomes unresponsive at any point during these steps, you can restart it by holding down the Power button for several seconds.

    If your tablet is on, turn it off. Press and hold the Volume Down button, then press and hold the Power button at the same time until the tablet turns on. You’ll see the word “Start” with an arrow around it. Press the Volume Down button twice to highlight “Recovery”. Press the Power button to start Recovery mode. You’ll see an image of an Android robot with a red exclamation mark and the words “No command”. While holding down the Power button, press and release the Volume Up button once. Press the Volume Down button twice to highlight “wipe data/factory reset”, then press the Power button to select it. Press the Volume Down button seven times to highlight “Yes – erase all user data”, then press the Power button to select it. After the reset is complete, press the Power button to select the option to reboot your device.

    As there are many Android operating system versions, there are also variations in the above factory reset procedure. You might find a solution using one of the procedures described in articles or videos available by Googling ‘reset android to factory settings’ or ‘how to factory reset android tablet’.

  • My device is running slow, freezing, crashing, restarting, or running low on battery quickly

    Most issues related to running slowly, crashing, restarting or running low on battery quickly are caused by software. The troubleshooting solutions provided below might fix the issue.

    Some apps cause problems with the operating system or hardware of your device, or conflict for resources and memory with other apps. Therefore, please close the apps you are not using.  If you have a lot of apps open they could be taking up system memory even though you are not actively using the app right now. This will cause your device to slow down or crash.

    If the issue is related to a specific app, check for app updates first and install the latest app update. If this doesn’t help please uninstall the app or reboot in safe mode to find the problem apps: https://support.google.com/nexus/answer/2852139?vid=1-635761783860306033-3166302876

    If your device is slow when doing things like viewing websites of videos online, it could be a problem with your Internet or Wi-Fi connection. Please check your Internet or Wi-Fi connection and contact your service provider.

    If the above suggestions didn’t solve the issue, restart your device. Rebooting your device gives it a fresh start and might fix the issue. To restart your device press and hold the Power button until the menu pops up, touch ‘Power off’ or ‘Restart’, touch ‘OK’ to confirm. Press and hold the Power button until your device restarts.

    If restarting your device still doesn’t solve the issue, the internal storage of your device might be full or almost full. Removing unnecessary apps, files and clearing cache data will free up space needed by your device to work properly. To check how much storage is left on your device, open the ‘Settings’ menu, touch ‘Storage’ and check how much space is listed under ‘Available’. If there is less than 20% free, your device might start having issues and you need to uninstall apps, remove unnecessary data (photos, videos, audio, downloads) and delete temporary cached data (Open ‘Settings’, touch ‘Storage’, touch ‘Cached data’ and clear all cached data for all apps by touching ‘OK’). Over time, cached data will build up again and you may need to clear your cache again to restore your device memory again.

    Still having problems? Consider resetting your device to software or hardware factory settings. See our FAQ ‘How to reset my device to factory settings’.

  • How to solve power and charging issues?

    Tablets and Smartphones required proper voltage to charge the internal battery for normal operation. We suggest the following steps to check and solve the power issues.

    Does your device charge but run low on battery quickly? Mostly the cause is software, due to one or more apps running constantly in the background and significantly using battery power. Please see our FAQ ‘My device is running slow, freezing, crashing, restarting, or running low on battery quickly’.

    If your device is used in bad Wi-Fi or 3G/4G connection environment it constantly tries to connect to the local antenna, consuming a lot of energy and battery. You might consider improving the connection quality by moving closer to the Wi-Fi or 3G/4G signal antenna.

    If your device isn’t charging fully, please turn off your device before charging, and check if the device is charging up to 100% overnight. If this helps, some apps or a low connection quality are preventing your device to fully charge when on. If your device isn’t charging fully even turned off, please check the cable between your device and the charger. If your cable is a standard USB / micro USB cable, try using another cable from another device.

    If your cable is defect please replace it with a new cable. If your cable is standard USB/USB, you can use any other USB/USB cable from any other device. If your cable is USB/DC with a pin, please replace it with a multi-pin compatible cable. For your information and as a reference, you will find USB/DC cables with multiple compatible pins at your local Amazon or other suppliers by Googling ‘B005LMWCNU’ or ‘B004BFFJY2’.

    If your device is still not charging even with another cable, please check your charger. Is it still working? Please try to charge with another charger with the same Voltage and Ampere specifications. If all the above doesn’t help, you might consider calibrating your battery here  or the DIY procedure provided here. Last solution is a replacement of the battery. You might find a battery at:

    1. Supplier one
    2. Supplier two
    3. Supplier three
  • Lost my pin, password or pattern, how to unlock and recover access to my device?

    Fortunately there are several options to recover access to your device. Depending on the Android version, and if ‘Android Device Manager’ from Google is installed on your device with your Google account, you can use Android Device Manager. As there are too many options from software to a hardware reset, please Google ‘lost pin android tablet’ or ‘lost password android’ and try the numerous articles and YouTube videos available.

  • I cracked or broke my screen, how to replace it?

    Unfortunately, replacing a broken screen is mostly not a viable economical solution as this incident is always out of warranty and the costs associated with the replacement are higher than a new or second hand device. The screen being the most expensive part of the device, plus the replacement labor costs, the handling and logistics costs, are adding up to costs mostly higher than hundred USD. If you still need your screen replaced, you might find a local repair service by Googling replace tablet screen with your country or city.

  • Where can I find the firmware or manual for my device?

    Most issues are solved with a software or hardware reset. Replacement of the firmware rarely solves an issue and therefore should be a last resort.

    Please see below on this support page for a firmware download of some recent  3Q tablets and smartphones.

    We, 3Q International AG, are the Swiss Intellectual Property owner and headquarters of the trademark / brand but we did not manufacture products. We licensed the manufacturing rights to a licensee that unfortunately declared bankruptcy in 2014 without providing us a copy or download location for their firmware or manuals. Therefore unfortunately we are not in possession of all firmware or manuals for all previous models and can only provide them for some models produced in 2014 and later. We sincerely regret this unfortunate situation and apologize for the inconvenience if the firmware of your device is not available on our support page.

    You might find a firmware or user manual by contacting your local dealer/reseller who should fulfill his legal warranty obligations and make a copy from an identical model as your device. You also can Google your precise 3Q tablet or phone model and add ‘firmware’ to your model number Googled. Finally, if none of the above suggestions provide the firmware or manual, consider writing an official request to the previous licensee, manufacturer and importer of the 3Q products: TRINITY GROUP CZECH, Mr. K. Gustov, Na Radosti 399, CZ – 15521 – Praha – Zlicín, Czech Republic. Tel: +420 257 220 840 – [email protected][email protected]

  • My charger is lost, broken or defect, how to replace it?

    There are many models of chargers available, but there are two essential types:

    1. Chargers with a cable ending in a pin connector to be connected to the device (USB/DC)
    2. Chargers with a cable ending in a micro-USB connector to be connected to the device. (USB/USB)

    Please check if the charging issue is related to the device, to the cable, or to the charger. Most charging issues are software related, as mentioned in the above FAQ article. If this is not the case, mostly the cable is the cause. You might find it easier and less costly to replace your cable. Another cause might be the pin connector inside your device or cable, which could be fixed with a DIY solution. Finally, if the charger is defect, you will find various charger and cable replacements by Googling ‘charger tablet replacement’ followed by the name of your country or city. Please see our FAQ ‘How to solve power and charging issues for detailed suggestions and links.

  • How can I help my MT1022G tablet to connect to my Wifi network?

    Sometimes Android tablets or smartphones can’t connect to Wifi networks. The most common reason is an incorrect password. Please check if the password you entered is 100% correct. Don’t forget passwords are capital sensitive.

    If you are 100% sure your password is correct and your tablet does not connect to your Wifi network but is just in a loop ‘authenticating’ or ‘obtaining IP address’ please try the following solutions:

    1. Change your Wifi Settings : Navigate to Settings > Wifi > Long select on your Wifi Network to see ‘Modify Network’ option. Select ‘Modify Network’ option. Enter password. Check ‘Show Advanced options’. Scroll down to view advanced options which must be available by now. Change IP Settings from ‘DHCP’ to ‘Static’. Important remark regarding the static IP Address to enter: most probably your IP address will be 192.168.1.1. Change your IP Address by changing the last digit in this address using any value preferably between 15 to 20. Save these settings. Login into your Wifi network. Your device should be able to connect to your Wifi and Internet by now. If not, please check if the IP address you entered is within the IP address range of your router. Contact your network administrator for more details about the network IP range of your router.
    2. Reset Router and Wifi Network: Navigate to Settings > Wifi > Long select on your Wifi Network to see ‘Forget Network’ Option. Select ‘Forget Network’. Switch off your router and wait for 10-15 seconds before restarting it. Restart your Wifi router. Reboot your tablet or smartphone. Search for your Wifi Network in available Network lists. Connect to your network and check if your device is connected to your Wifi and Internet or not. If you are connected to your Wifi network and Internet by now then you are done. Else perform solution 1 above.
    3. Update your device and Router date and time to match your Internet provider date and time and check if all three are in Sync. Sometimes Internet Providers require this synchronization to open your Internet access.
  • 3Q Update Center is trying to update the tablet software but server error 101 appears. How can I solve this?

    Your tablet software has the latest update version. Therefore the 3Q update server does not have any new software available and gives an error message. Please follow the procedure below to solve the issue:

    When error 101 appear click on ‘OK’, error message will disappear.
    Go to the tablet main menu, click on ‘Settings’
    Click on ‘Apps’, click on ‘All’
    Click on ‘3Q Update Center’
    Click on ‘Clear Cache’
    Uncheck ‘ Show Notifications’, confirm ‘OK’.
    Click on ‘Disable App’.

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Issue

7 Inch Tablets

RC0719H

7 Inch Tablet with Dual Core and Wifi

Firmware download

MT0729D

7 Inch Tablet with 3G and Bluetooth

User Manual download

RC0734H

7 Inch Tablet with Dual Core and Wifi

User Manual download

AC0731B

7 Inch Tablet with Dual Core and Wifi

Firmware download

10.1 Inch Tablets

RC1019G

10.1″ with HDMI and WiFi

Firmware download

AC1024

10.1″ with HDMI and WiFi

Firmware download

RC1025F

10.1″ Quad Core with Metal Body

Firmware download

QS1023H

10.1″ Quad Core with 3G, Wifi and GPS

Firmware download

MT1022G

10.1″ Quad Core with GPS and Android 4.4.2

Firmware download

Smartphones

Smartphone 4S

4″ Dual Sim with long Battery life

Firmware download