FAQ and Contact
Please browse frequently asked questions before reaching out to our support team!
My phone is not in the list of compatible mobiles
We invite you to enter your e-mail address and your phone model.
With this information, we can give you an approximate time for the test and contact you as soon as the mobile is tested.
Tell us what is your phone model to be kept informed by clicking on contact us
We invite you to enter your e-mail address and your phone model. We cannot test all phones and mainly respond to demand from Fazup users. With this information, we will be able to give you an approximate time for the test. We can also contact you as soon as the mobile is tested and give you the position to adopt.
What to do if my phone is not scheduled for the test?
If your mobile is not scheduled to be tested, we can offer you an alternative solution.
The Fazup patch works “technically” with all cell phones, the patch remains the same and only its position changes depending on the cell phone.
This is always at the bottom of the mobile (more or less low and more or less centred, to the right or to the left).
Do you experience discomfort such as headaches, tinnitus, sleep disturbances, warming up of the phone, warming up of the ear, tingling?
So, if you are embarrassed, you can place the patch with tape according to the standard position below, without peeling off its adhesive film (otherwise the patch will not be reusable), in order to see the evolution of your feelings...
You can easily change the location of the patch according to your feelings, we can assist you if necessary.
It is imperative to use a protective case to protect the patch from wear and keep it in place.
I have a magnet on the back of my phone, will it interfere with Fazup?
If the metal plate or magnet is not in contact with the patch, there is no interference with it.
If you are using this type of magnetic accessory, preferably place it in the centre of your phone.
Metal cases and magnets (including the metal plate that holds the magnet) are not recommended by mobile manufacturers (see your instructions) because they modify the radiation of the latter, which can increase your exposure to waves.
However, if the metal plate and the magnet are not in contact with the patch, there is no interference with it.
Does wireless / induction charging work with Fazup?
Yes. Using the Fazup patch does not interfere with wireless / induction charging.
Can I use my phone case?
The use of a protective case is mandatory to protect the patch from wear. All types of cases are compatible (except metal case).
It is important to use a case that fully covers the patch in order to preserve its lifespan and effectiveness.
Can we use the patch on a tablet, a computer or a WIFI router?
The mobile phone is the strongest source of exposure to waves and closest to the brain and body, which is why we are currently only working on this solution and favour the development of the range of mobiles compatible with Fazup.
Tablets / computers / boxes expose to WIFI more weakly (less powerful wave emissions and away from the head).
3G / 4G tablets radiate more than WIFI but always away from the head.
To limit body exposure, these devices should be kept as far away as possible (do not place them on the knees or on your stomach, but use them on a table or a thick cushion).
However, even if we only offer our solution for mobile phones, it turns out that many people who are fairly sensitive to waves have tested our product by sticking a patch on devices that particularly bother them, with very positive results on the different feelings of discomfort felt.
- On a tablet:
It is recommended to optimize the location of the patch on your tablet. Most often the antennae are on the back, bottom, right and / or left. You can place the patch on the back of your tablet, all the way down, centered. The ideal would be to stick 2 patches (on the right and on the left). You can find out about the location of the antennas on your tablet.
- On a laptop:
The computer can be used as a workstation, that is to say with a screen, a keyboard and an external mouse (wired) in order to sufficiently distance the computer and therefore the WIFI and electrical source.
You can stick a Fazup patch next to your computer pad and / or a patch below the computer.
- On a WIFI box:
It is advisable to move the box away from your main living areas as far as possible. You can place a patch on top of your box or near its antenna if you can identify its location.
Can we use the patch on a smart meter?
The smart meter is a very low source of exposure to waves compared to phones.
The Fazup patch technically works with all devices, you must identify the location of the source of the waves (antenna) and place the patch on it.
It's possible to stick a Fazup patch on this type of device, but we haven't measured it like we do for mobile phones.
Can the patch be used on other devices?
The Fazup patch technically works with all devices and you have to identify the location of the wave source (antenna) to place the patch nearby.
It is possible to stick a Fazup patch on all devices, but we haven't done any measurements like we do for mobile phones.
However, many people sensitive to waves have tested many configurations for themselves by sticking a patch on devices that particularly annoy them, with very positive results on the different sensations of discomfort felt.
Other Fazup compatibility question
Installing the Fazup patch
See the installation procedure and the Fazup position guide
You can download the user manual by clicking here.
My foam installation tools do not contain certain coordinates indicated on the guide (A11, F0 ...)
Here are the corresponding positions to use if your foam tool does not have coordinates containing a letter followed by 0, 10 or 11:
Apple iPhone 11 Pro : G1-B2-xx
Apple iPhone 12 Mini : H2-xx-E4
Apple iPhone 12 Pro Max : G1-B10-xx
Apple iPhone 13 Mini : H2-xx-E4
Apple iPhone 13 Pro Max : G1-B10-xx
Huawei Honor 10X Lite : i2-B10-E1
Huawei P40 Lite : i2-B10-E1
Huawei P Smart 2019 : i2-xx-E1
Huawei P Smart 2020 : i2-xx-E1
Huawei P Smart 2021 : i2-B10-E1
Oneplus 8 : H2-B10-F2
Samsung Galaxy A31 : i2-xx-F1
Samsung Galaxy A32: G2-xx-E1
Samsung Galaxy Note 10 Lite : i2-B10-E1
Samsung Galaxy Note 20 : H2-C1-E10
Samsung Galaxy Note 20 Ultra 5G : i2-B1-E10
"Xx" indicates that you should only use 2 metal guides instead of 3 (the phone will be bottomed and left or right, which is enough to position the patch).
What does the "xx" position mean?
"Xx" indicates that you need to use only 2 metal guides instead of 3 (the phone will stop at the bottom and to the right or to the left, which is enough to position the patch).
The patch "protrudes" on the lower edge and / or the side of the mobile, is this normal?
See our user manual.
For some models of phones, especially iPhones, the patch is stuck to the bottom edge and / or the side of the phone. This is completely normal and you should not change the position as it reduces the effectiveness of Fazup.
It is imperative to use a protective case that covers the edge of the mobile, in order to fully protect the patch from wear.
The patch may end up being placed at the edge of your headphone or charging socket, but should not cover them.
The back screen of my phone is broken, does this interfere with the patch?
A broken window does not pose a problem for the effectiveness of the patch or for its application.
I have a glass or protective film on the back of my phone, can I put the patch on it?
The rear protective glass will not allow correct application of the patch for 2 reasons:
- the thickness of the glass keeps the patch away from the telephone antenna and reduces its effectiveness
- this thickness also hinders the installation of the patch which sticks into the curvature / lower edge of the mobile on many models
In addition, it is essential to use a protective case to protect the patch.
It is possible to cover Fazup with a protective glass, but if the patch is not completely covered (patch that protrudes on the curvature / edge of the mobile), it will then be necessary to add an additional protective case.
If your protective film is very thin, you can place Fazup on top of it.
You must use a protective case that completely covers the patch.
The Fazup patch
How long does the patch last?
The Fazup patch is intended for use throughout the life of your mobile. You will have to change the patch if you change your mobile.
The only requirement is to use a protective case that fully covers the patch to protect it from wear and tear and peeling.
Is the patch repositionable?
The patch cannot be repositioned because it sticks very well and must withstand a long time on a mobile. Even if we manage to peel it off, this" breaks "the structure of the conductive ink making up the antenna (by bending strongly the patch to remove it) and its effectiveness is then impaired or zero.
Exception: The mobiles which have the particularity of having a glazed / soft surface with very little adhesive allowing the patch to be easily and carefully peeled off.
Delivery zones and prices
The shipping policy can be consulted on the offers present on the site at the time of the order.
Our packages are shipped from France within 1-2 working days and are then delivered within 2 to 5 days for Europe and Switzerland, 5 to 15 days for the rest of the world (indicative times of the post office).
I want to change / correct my delivery address
If you notice an error in your delivery address and your order has not yet been shipped, please tell us your order number and the change to be made;
If you have paid for your order with PAYPAL, the shipping address that we take into account is the one you entered on our site when ordering and not the address registered on PAYPAL.
Tracking my package
You can track your package on the Post Office website, a tracking link is sent to you by email when the package is shipped.
If you have not received your tracking link, please check your spam emails.
You can contact us if you cannot find this information.
My package is marked as delivered, but I haven't received it
We invite you first to be patient, often the packages are marked delivered but do not arrive at your home until the next day.
It can also happen that the postman has the wrong mailbox, "inquiring" with your neighbours often works to find his parcel.
Finally, contacting your post office will allow you to find out more, or even find your package.
If despite this, you cannot find your package, please contact us:
I haven’t received my package
My order is incomplete
If you notice that something is missing from your order:
Missing patch: don't just rely on the number of patches indicated by the sticker on your box. Please open the sachets containing your patches and check if the missing patch(s) are not just superimposed. Also remember to look inside the envelope, sometimes one or more patches are added in one or more separate sachets.
If the patch (or patches) you are missing is the one purchased as a supplement, at the end of your order, it may be inserted under your box, between the cardboard tray and the sheath. Please completely separate the 2 packaging elements (the tray and the sheath), the bag containing the patch should be there.
If you are indeed missing an item, keep all the components received and contact us.
I did not receive a confirmation email for my order
I would like to cancel my order
I want to cancel only part of my order
For logistical reasons we cannot partially cancel an order.
We will therefore cancel the order in its entirety, so that you can place it again.
Please contact us via the "I would like to cancel my order" section above.
I missed the special offer at the end of the order and I want to take advantage of it
For logistical reasons we cannot change an order. If you wish, and your order has not yet shipped, we will cancel the entire order so that you can re-place it.
Please contact us via the "I would like to cancel my order" section above.
If your order is already processed / shipped:
We can offer you to take advantage of single patches, without an application system. The price will nevertheless be higher taking into account the processing and shipping costs, i.e., 15€ incl. Tax / patch.
Please contact our after-sales service in the section below: "I already have a Fazup application system and I would like to order patches alone".
I want to return my order and be refunded
If you wish to return your order, you have a legal deadline of 14 days.
This period is extended to 30 days by Fazup as part of our "satisfied or refunded" offer.
You must declare your return in the form below.
Here is the return address:
ESAT de Sens / Fazup
Order number (required)*
67 rue Carnot
Tracked shipping required - no registered mail.
* This number can be found in the EUXXXX format in the confirmation email you received following your order. If you cannot find it, contact our customer service.
You can attach your purchase invoice or delivery slip or proof of order to your return to identify your order.
We do not offer a return label, but we will refund the shipping cost you paid when you placed your order if you did not take advantage of the free shipping.
Declare your return by clicking on contact us:
I already have a Fazup application system and I would like to order patches alone
The positioning system is essential for the installation of our patches. For this reason, it is preferable to keep your foam positioner (including its plastic capsule) and its 3 metal guides.
If you need one or more additional patches, contact our customer service, we can offer them to you at a price of 15€ per unit.
I would like to receive an invoice for my order
I have a problem on my mobile and I think it is related to the use of the patch (battery draining quickly, network problem, phone heating up ...)
If you encounter one of the following problems: abnormal battery discharge, phone warming up, network or WIFI problem, GPS, slow applications, various bugs ... you must perform a forced restart (and not a classic restart - switch off and on again - which does not correct any malfunction) To perform this operation:
- Press the on / Off AND Volume Down keys simultaneously for at least 10 seconds, until the phone turns off and then restarts (screen lights up).
- Up to iPhone 7: Press and hold the volume down button and the Sleep / Wake button at the same time until the phone turns off and then back on (without slipping the "power off" bar). When the Apple logo appears, release both buttons.
- From iPhone 8: Press the volume up button once and then the volume down button once then press and hold the side button until the phone turns back on (without slider to turn off). When the Apple logo appears, release the button.
This manipulation allows most of the time to correct more or less usual bugs and malfunctions.
If your problem concerns your WIFI connection, restart your box.
If you want to contact us: