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Two Xshielder engineers discussing the product over a cup of coffee at our office in Stavanger

FAQs

Welcome to our FAQ section! Here you'll find answers to common questions about our services, products, and policies. We’re committed to providing clear and helpful information. If you don’t find what you’re looking for, feel free to reach out to us directly at sales@xshielder.com. We're here to help!

Optimise your product

Is the touchscreen fully functional with the cover?

Yes. We recommend to enable haptic feedback for better performance. Instruction can be found in the Quick Guide or on Apple Support. Gloves or wet conditions may slightly impact sensitivity. We recommend to use have a stylus availble if you use gloves for work.

Instructions to turn on haptic feedback:

  1. Open the Settings app.
  2. Go to Sounds & Haptics > Keyboard Feedback.
  3. Turn Haptic on or off.
  4. If you turn on keyboard haptics but you don't feel haptics when you type, make sure that Vibration is turned on in Settings > Accessibility > Touch.
What about audio — speaker and microphone?

Xshielder covers are engineered to fully utilize the enclosed iPhone's capabilities. Speaker output and microphone pickup are however limited compared to an unprotected iPhone. Most of our users pair Xshielder with a Ex certified bluetooth headset or push-to-talk speaker, which works seamlessly. If you rely on your iPhone primarily as a communication device without a headset, this is worth considering before purchasing

For the best call quality, we recommend enabling Voice Isolation during calls. This mode prioritizes your voice and reduces background noise. Follow the steps below to enable it:

During your call, swipe down from the top-right corner of your screen to open Control Center.

  1. Tap [App] Controls.
  2. Under Audio & Video, select a Mic Mode:
  3. Select: Voice Isolation. This prioritizes your voice and blocks ambient noises.
    Your selection affects only the app you're using to make the call. Mic Modes persist for that app until you choose a different Mic Mode.

Product

Can I install a physical SIM card myself? No, the cover does not have an opening for the user to install a physical SIM card. We recommend using an eSIM, which is a standard offering from most telecom carriers and a more sustainable solution. For larger projects, we can pre-install a SIM card before installing the phone into the cover. Please inform your Re-Seller if this a need you have.
How do I install an eSIM? To install an eSIM, follow the official guide on Apples website. The setup process may vary depending on your carrier, so ensure you have the necessary activation details from your provider.
How do I charge the device? You can charge the device with a wireless MagSafe charger. Note that the MagSafe charger is not included and must be purchased separately. You can buy any MagSafe charger of your choice.
What is the recommended option for fast wireless charging? For optimal fast wireless charging, Apple recommends using the MagSafe Charger paired with a compatible power adapter. The specific recommendations are as follows:

For iPhone 16 Pro Max:
- Use the MagSafe Charger with a 30W or greater USB-C Power Adapter to achieve up to 25W faster wireless charging. This setup can charge your iPhone to approximately 50% in around 30 minutes. Source: Apple Support. We always recommend you to double check the latest information on Apples website.
Can I use any MagSafe charger, or does it have to be an Apple-branded one? Any MagSafe-compatible charger should work, but we recommend using certified chargers for best performance. You do not have to worry about using Ex certified chargers.
Can I charge my product in a Ex area? No, you can not charge in an Ex area. This is in general not possible with any Ex smartphones. 
Can I access the USB-C port? No, the USB-C port is not accessible. However, data transfer and charging can be done wirelessly.
Is the new Camera button on iPhone 16 available? No, we have not designed a dedicated button for it, but the "Action button" is available and can be programmed to directly turn on the camera.
Is audio available with the Xshielder cover?

Xshielder covers are engineered to fully utilize the enclosed iPhone's capabilities. Speaker output and microphone pickup are however limited compared to an unprotected iPhone. Most of our users pair Xshielder with a Ex certified bluetooth headset or push-to-talk speaker, which works seamlessly. If you rely on your iPhone primarily as a communication device without a headset, this is worth considering before purchasing

For the best call quality, we recommend enabling Voice Isolation during calls. This mode prioritizes your voice and reduces background noise. Follow the steps below to enable it:

During your call, swipe down from the top-right corner of your screen to open Control Center.

  1. Tap [App] Controls.
  2. Under Audio & Video, select a Mic Mode:
  3. Select: Voice Isolation. This prioritizes your voice and blocks ambient noises.
    Your selection affects only the app you're using to make the call. Mic Modes persist for that app until you choose a different Mic Mode.
Does the cover affect the phone’s performance, like signal strength? While the cover is designed to minimise interference, some minor impact on wireless signal strength may occur, especially on low frequency bandwidths (sub 1000 Mhz).
Which cellular version of the iPhone 16 Pro Max is used in the cover? We offer the iPhone 16 Pro Max Model A3296, which includes bands and countries for this version. More details can be found on Apple's website. If you need a different version, please contact us with your details (model, country, quantity).
Can the device be recycled? Yes, when you are ready to dispose of the device, return it to your Re-Seller for safe disposal according to WEEE standards. The smartphone will be removed from the cover, and it can either be traded-in for an upgrade, sold for refurbishment or it will be recycled properly. The Xshielder cover will also be sent for recycling.
Can I remove and reinstall my smartphone in the cover myself? No, the cover is designed for assembly and dissambly by Xshielder. We have a manufacturing license which is certified by a Notified Body which ensure that the process follows the requirements set by the ATEX and IECEx directives. All work regarding assembly or disassembly must therefore be installed by our certified technicians. Currently this can only be done at our manufacturing site in Norway, but in future we plan to build local assembly sites in various key regions. 
Is the touchscreen fully functional with the cover?

Yes. We recommend to enable haptic feedback for better performance. Instruction can be found in the Quick Guide or on Apple Support. Gloves or wet conditions may slightly impact sensitivity.

Instructions to turn on haptic feedback:

  1. Open the Settings app.
  2. Go to Sounds & Haptics > Keyboard Feedback.
  3. Turn Haptic on or off.
  4. If you turn on keyboard haptics but you don't feel haptics when you type, make sure that Vibration is turned on in Settings > Accessibility > Touch.
Does Face ID work if I am wearing a helmet and protective glasses? Our tests indicate that Face ID works with helmet and clear protective glasses. The results may depend on light conditions. 
There is a rainbow-like pattern on the screen, is this an issue? No, Rainbow-like patterns (called “Newton Rings”) will appear naturally due to the way the phone glass and Xshielder cover glass is touching. With use of proprietary Xshielder technology on the glass, this is greatly reduced compared to other methods, however there might still be some faint rings due to tiny variations in the iPhone glass itself.

Purchasing & Warranty

Can I return a device? No, all orders are "Built-to-Order," and we do not accept returns.
Does my product have any residual value after use? Depending on the condition and age of your iPhone, your product may have a residual value. If the cover is not damaged, the smartphone inside should be in good condition. Once you are ready for an upgrade, we can extract the device for you, so you can use it for a trade-in or resell it. Please contact you Re-Seller for a price estimate.
Can I transfer the cover to another smartphone? No, the cover is built specifically for each iPhone model and is not designed for reuse with a different phone. For instance, a cover for iPhone16 Pro Max cannot be used for a iPhone 17 Pro Max cover.  
What happens if my smartphone needs a repair while in the cover? The cover must be disassembled by a certified technician before the phone can be repaired.
Can I buy spare parts for the cover, like bumpers? Certain spare parts may be available. Contact your Re-Seller for details.
Can I buy directly from Xshielder? Our sales strategy is to sell through approved Re-Seller, preferably Apple Certified Re-Sellers. If you want to buy a product, please leave us a message using the "Get a Quote" form. If you are an End-User we will get in touch and help you find an appropriate Re-Seller. If you are a Re-Seller we will get in touch to discuss onboarding your company. 
How can I buy a device? Contact us via the "Get a Quote" form, and we will connect you with a Re-Seller. We will soon add our certified Re-Sellers to the website. 
I am a Sales Partner, how can I become a certified Xshielder Re-Seller? Please use the "Get a Quote" form, and we will get back to you with instructions.
Where is the Xshielder product manufactured? Our manufacturing is in Norway. All smartphones must be shipped to our assembly location in Norway for installation. In the future we will set-up local assembly locations in key regions.
My company already buy iPhones from a Certified Apple Re-Seller. Can we buy your product through them? Yes! Ask your Re-Seller to contact us with your needs via the "Get a Quote" form, or leave us a message with information about who your supplier is, and we will contact them.
How long is the warranty period for the product? Xshielder offers a 12-month warranty for the cover itself. This does not cover damages caused by the user. The smartphone warranty depends on the brand or supplier. Contact your Re-Seller for details. We recommend you also buy Apple+ coverage with your devices to protect you against accidental damages.
What do I do if I have a technical question about my device? Contact your Re-Seller — they will be able to assist with you with all questions.
What do I do if my cover is damaged? Contact your Re-Seller first. They will assist you with obtaining an RMA form and correct instruction on how to return the product for repairs.
Do you offer covers for other smartphone brands or models? Currently, we only offer covers for iPhone Pro Max. Contact us if you have specific requests for other models.

Certification & Compliance

Does the cover provide waterproof protection? Yes, it is sealed for protection against dust and water, complying with industry standards.
Is the Xshielder Cover Ex certified for use in North America (NEC / CEC 500 standards, Class I, II, III, Division 1)? No, not yet. Please send us a message via the Contact Form defining your needs and we will get back to you with a timeline.
Is the Xshielder Cover Ex certified for use in North America (NEC / CEC 505 standards, Class I, II, III, Zone 1)? No, not yet. Please send us a message via the Contact Form defining your needs and we will get back to you with a timeline.
What is the difference between the ATEX and IECEx version? We offer two versions: one with ATEX certification and one with both ATEX and IECEx certification. The top lid on the IECEx version will be glued to the chassis, increasing cost and complexity of installation and repair. If your site allows, we recommend the ATEX version.