Frequently Asked Questions about:
- Jolla Phone ordering process
- Reminder e-mail
This is a wiki, open for editing by everyone. Please add any new questions and answers here.
Ordering process and shipping
How do I complete my order?
The e-mail contains instructions and two important pieces of information:
- Your pre-payment voucher (“discount code”)
- Your personal link to the Jolla Shop
In summary, but please also check full instructions in e-mail:
- Click your personal link to be taken to the order in the Jolla Shop
- Select the items you want (phone, accessories)
- Locate the “Discount code” field in the order form
- Paste the voucher code from the e-mail
I have a confirmed order for the phone. How do I add accessories?
Just go ahead and make a new order for the accessories you want. Jolla will combine your orders and refund any excess shipping you have paid.
I have a confirmed order for the phone. How do I change the colour I chose?
You have two options:
- Preferred: Make a new order for the orange cover and keep the black one as a spare. Jolla will combine orders, so you only pay for shipping once
- Reply with your request to the order confirmation and add “Wrong colour” to the subject. Jolla will probably honor your wish, but is only obligated to do so if it is stated in the contract.
See below (section about cancelling) on how long will it take before Jolla replies.
I added my VAT ID but the price wasn't reduced as expected. What's up with that?
In the stripe checkout page, you will see “Including €0.00 in taxes” yet the price remains the same.
Jolla writes:
When it says VAT-0% and invoice says reverse charge applied then it should be okeish. We need to manually finalize it. In practice, we refund your local VAT-0% delta which should have been deducted and re-create the VAT invoice. This is the time consuming part of this and finalizing will take some time.
We thank you for your patience in the meantime!
See also this post: Jolla Phone Batch 1, 2 & 3 payment deadline approaching. Special note for EU VAT ID customers
Why isn’t my order visible in the Jolla Shop?
Please make sure you look for you phone order in the new shop at https://commerce.jolla.com. (Unfortunately, there are two Jolla Shops for the time being.)
In case your order is still missing, check that you log in with the same e-mail address you used when ordering. The order confirmation was sent to that address.
I haven't received the order confirmation e-mail. What can I do?
First stop would be to check the spam filter on the e-mail address you used when ordering. (There has been reports of people accidentally assuming the wrong address, so check all of them if you have more than one.)
Then, log in to the Jolla Shop with the e-mail address you used when ordering to check your order history. You can probably get a new order confirmation from there.
Finally, check if the corresponding amount has been drawn from your bank account.
If it turns out you have paid but you still can’t see the order, you likely used a different e-mail address when ordering. If you decide to send an e-mail to Jolla asking for help, please state something like “I have paid, but got no order confirmation and my order history is empty” as subject and provide as much detail as possible.
If the order is nowhere to be found and no money was drawn, then send a single e-mail to the Jolla Shop with as much detail as possible.
I have made two (or more) orders. Will I have to pay for shipping twice?
No, Jolla will combine your orders and refund any excess shipping you have paid.
Discount code (pre-payment voucher)
Why do I have to apply the 'discount code'/pre-payment voucher manually?
Jolla writes:
Due to technical limitations the discount code is NOT embedded in the link below.
(If you have experience with setting up Shopify and know how to automate this, I’m sure Jolla would appreciate any hints to improve the situation going forward.)
I didn't use my personal 'discount code'/pre-payment voucher. What to do?
Unfortunately, you can’t apply the code after the fact, which is why there was emphasis on this part of the procedure in the reminder e-mail.
Reply just once to the order confirmation e-mail, add “Forgot code” to the Subject, and also in the message. Jolla will get back to you and refund your prepaid amount. Please don’t send further e-mails to remind them. See below (How long does it take…?) about the current expected time needed for Jolla to process your request.
I have already used my discount code. How do I get the discount on accessories?
You don’t. The discount code is your pre-payment voucher, not a discount as such, and it only applies to the phone. There is currently no discount on accessories.
You do get the phone at a discount, though, with a different price depending on which batch your order is in. The discounted price is shown in the Jolla Shop and gets reduced by the pre-paid amount when you supply the code.
Reminder e-mail
Was this e-mail really necessary?
No, not for people who have already ordered and paid for everything they want.
However, there is no way for Jolla to know if this is the case, and a significant number of people missed the opportunity to add accessories to their first order. (They didn’t scroll down far enough.)
I have already paid. Why did I get this e-mail? Do I need to do something?
The e-mail serves several purposes:
- to remind you to order accessories, in case you missed that before (quite a few people did)
- to explain that your orders will be bundled, so you only pay for shipping once
- to remind those who have not yet paid about their options (pay, defer, cancel)
- to remind those who have not yet paid to use the pre-payment voucher
If you have already ordered and paid for everything you want, you don’t need to do anything more now.
I have already paid for all the items I need. Did something go wrong?
- What is the order status when you log in at https://commerce.jolla.com?
- Does the confirmation e-mail sent upon order completion contain all items?
- Has the right amount been withdrawn from your bank account?
If all of these look right, then rest assured that everything is fine with your order. You can disregard the e-mail reminder.
How do I unsubscribe to these e-mails? Doesn’t EU law require an unsubscribe button?
No you don’t and no it doesn’t. This e-mail is part of the normal information flow around an order your have made, not a newsletter or advertising campaign kind of thing.
If you refer to general promotion or marketing, you can change the setting in your Jolla Account.
Cancellation and refunds
How do I cancel my order?
Jolla writes: [You can ] ”cancel at any time for a full refund. Fully your call. No questions asked, no hard feelings and always welcome back. 
”
To cancel, reply to you order confirmation e-mail, adding the word “Cancel” to the subject line.
Do I have to pay the complete phone before asking for a refund?
No, you don’t. You can cancel at any time. See more on cancellation above.
Contacting Jolla. Jolla’s response time
When should I send Jolla an e-mail?
Less often than one may think. Some things will get sorted with no extra effort from your side:
- Combining order for phone and order for accessories into a single order
- Combining orders to have to pay for shipment only once
- Refund for double shipment fee
Please avoid sending more e-mails to follow-up when you haven’t heard back from Jolla. They currently have a very long backlog, which will only grow longer with every extra message. Experience shows that they will eventually deal with your issue.
If you are running out of patience, please ask in the forum first to see if there is reason for concern, before sending another e-mail.
Do send Jolla an e-mail when:
- You want to cancel your order (see above about cancelling)
- You forgot to apply the ‘discount code’/pre-payment voucher (see above about ‘Discount code’
- If you order is nowhere to be found and no money was drawn from your account (see above ‘I haven’t received the order confirmation’)
How long does it take for Jolla to reply/cancel an order?
As of April 30th (Community News), Jolla has a backlog of 2-3 weeks. This applies to questions, cancellations and requests to combine orders for saved shipping, etc. Eventually, Jolla will get to your request and you will get a reply/refund/etc.
One on-going problem is the amount of e-mails Jolla’s limited staff has to deal with. Please send them just a single message about your problem, to avoid increasing their burden and delaying the processing for everyone.
Meanwhile, for some issues you may want to check your order status, confirmation e-mail and/or amount charged to your bank account.
Other
Why do some forum members seem so annoyed in their replies?
Most people do try to engage in a friendly and constructive manner, however, it is an unfortunate fact that some persons let their irritation show.
Reasons may vary between members. One could be that people frequently ask the same things that were recently answered several times already. Please search before posting; this is normal forum etiquette, and not doing that wastes everybody’s time.
I am an old forum member who has reached my limit. How should I deal with running out of patience?
tl;dr: If you need one, this topic isn’t for you.
We remember what it used to be like, when the community was smaller. All 150 of us in a shoe box in the middle of the road. Before Eternal September. We had to get up before we went to bed and lick the road clean, eating a handful of freezing cold gravel for breakfast. We were happy.
Now it’s complaints from the entitled. The same basic questions, repeated over and over. Nobody bothering to read previous answers. People getting offended when asked to supply more facts or just read the answer three posts above. Nobody even bothering to ask proper questions, it’s all rants and not enough information for anyone to be able to give an answer.
Or the misclicks when ordering. Or the people parachuting in, making oddly specific demands to “save us”. Or the trolls, derailing every thread with their favourite topic.
I mean, it was bad already more than two thousand years ago, but oh the reading skills of people these days! Especially the young. Cicero complained that “everyone is writing a book”. Imagine what a paradise he was living in. Now everyone is a CEO with an AI-generated plan to conquer the world, as long as a novel by Dostoevsky and with the substance of a fart. They probably can’t even name two contemporary artists with less than twenty minutes of prompt engineering. Or they will name two artists who ought to exist, given the statistics of adjacent letters.
Despite all this, you are still here. You want the forum to be a good place and you wish for the success of Jolla. Here are some constructive ways to deal with the situation:
Disengage and mute. Just get those topics and posts out of sight. Engaging only where it makes sense is the safest way to stay sane - there is no way to counter infinite stupidity, laziness, failed education, or AI-induced brainrot.
Engage selectively. Reply when a good answer is low effort to you. Make it long enough, but no longer. Eject before your blood starts to boil, let the thread die of starvation unless someone else deals with it.
Support those who are in the firing line. Take turns. Contribute to FAQs and point people there. Flag spam and off-topic. Use PMs when appropriate.
Isn’t this e-mail just spam/advertising?
No, it isn’t. Jolla are allowed to send you information concerning your order. In fact, this is what any supplier is expected to do.
How should I deal with this scary e-mail?
To deal with the anxiety stemming from the reminder, please read the whole of the e-mail again and check this FAQ. Take your time. Then raise any remaining questions here.
What about my blood pressure?
This is the community forum for Sailfish OS. While there may indeed be medical professionals among forum members, they are unlikely to offer help without seeing you in person. Please consult with a doctor and/or therapist to address health and anxiety issues.
FAQ about the FAQ
What if my question is not in this FAQ?
Ideally, first check if it has been answered elsewhere in the forum. Then either:
- add your question + answer directly to the FAQ (it is a wiki you can edit)
- reply to this thread with your question and any answers you may have found
Did you make up some of these questions?
No. Some of them may seem out of place, but these were issues brought to the forum by other people.
). The problem is that I made a mistake because when I made the prepayment (batch 1) and the final order I used two different emails and now I have two accounts the Jolla shop that I cannot merge: one with the order confirmed and one waiting for my order confirmation…I hope this will not lead to issues 
