If your phone won’t turn off, there are a few steps you should take before contacting customer service:

1. Press the power button for 10 seconds until it shuts down.
2. Plug it into a charger and wait for 5 minutes.
3. Hold down the power button and volume down button together for 10 seconds.
4. If none of the above steps work, check your phone’s manual on how to perform a factory reset.