I can't connect my Phone Case to my SP Connect mount. Why is this and what can I do?Updated 8 days ago
If the mechanism of your SP Connect Phone Case cannot be attached to your mount or does not lock correctly, one of the following causes is usually responsible.
1) The mechanism is already locked or not fully open
The Twist-to-Lock mechanism may accidentally have been turned into a locked or partially open position. In this position, the Phone Case cannot be correctly placed onto the mount.
You can recognise this, for example, if:
- The semi-circular rails are positioned vertically instead of horizontally.
- The rails are slightly offset and the mechanism is not fully open.
Solution: First insert your smartphone into the Phone Case. Hold the Phone Case securely and place the SPC+ Tool fully and flat into the mechanism so that it touches two diagonally opposite corners. Then turn the mechanism by 90° back into the open position. A certain amount of force may be required and is normal.
2) The Phone Case and mount use different SP Connect systems
Current SP Connect Phone Cases use the SPC+ system with semi-circular rails. Older SP Connect mounts may still use the previous SPC system with straight rails. The two systems are not directly compatible.
- SPC+: current system with semi-circular rails
- SPC: previous system with straight rails
In most cases, you do not need to replace your existing mount completely. Many older SP Connect mounts can be upgraded to the current SPC+ system by replacing the mounting head.
For more information about the different systems and available upgrade options, see our FAQ on switching from SPC to SPC+.
3) The mechanism does not lock onto the compatible mount
A certain amount of resistance when locking is normal by design. The Phone Case must sit fully and flat on the mounting head before you turn it by 90° to lock it.
Step-by-step instructions
- Insert your smartphone correctly and fully into the Phone Case.
- Make sure the SP Connect mount is securely installed.
- Place the Phone Case mechanism fully and flat onto the mounting head.
- Turn the Phone Case by 90° to securely lock the mechanism.
What can I do if the problem persists?
If you are using a current Phone Case and a compatible mount, the mechanism is correctly opened and the Phone Case still cannot be attached or locked, please contact our Customer Support at [email protected].
Please send us:
- a brief description of the problem
- a short video showing your attempt to attach the Phone Case to the mount
- your order number or proof of purchase
- your full delivery address
We will then be happy to check whether there is an issue with the Phone Case or the mount you are using.
Summary
If your SP Connect Phone Case cannot be attached to the mount, first check whether the mechanism is fully open, whether the Phone Case and mount use the same system and whether the Phone Case is positioned fully and flat on the mount. If the problem persists, our Customer Support will be happy to assist you.