How to submit a Warranty Request
If you are experiencing issues with your device, and believe that it may be defective, please check out the Troubleshooting article first. This article covers various common issues, and provides helpful instructions on how these issues may be fixed.
If this article does not cover your issue, or if the issue remains unsolved, a warranty request may be submitted through our New Request form, as long as your device is covered by our warranty.
When submitting a warranty request, please ensure that the following is provided:
- Device name and serial number
- Order number
- Photo/video of the presumed defect
Please note that without this information, we are unable to provide assistance with your request.
Once your request has been received by our support team, it may take up to 5 business days to receive a response.
Providing additional information
A member of our support team may ask for additional photos or videos to ensure we can properly resolve your issue. Such requests may come in the form of a request to perform certain steps on video, or to provide high quality photos of the device and/or the box.
To verify that your issue is not being caused by third-party firmware, or by an outdated or possibly corrupted firmware install, we require that the device is operating on the latest version of our official firmware. For this reason, our support agents may request you to provide a video of the following process:
- Connect the device to a computer with the original USB-C cable
- Open qFlipper
- Confirm that the firmware update channel is set to "Release"
- Click "UPDATE" to install the latest release version of our firmware
- Once the update has finished, disconnect the USB-C cable from the device
- Reboot the device by holding LEFT + BACK for 1-3 seconds
- Place the device in frame alongside the box, with the sticker showing the serial number clearly visible
- Go to Settings -> About and click Next until you get to the "HW Version Info" and "FW Version Info" screens. Both screens should be clearly visible for at least 3 seconds
In order to verify that all steps were performed correctly, this process should be recorded in a single video.
How do I set the firmware update channel to Release?
If your firmware update channel is NOT set to "Release", this can be changed by opening the "Advanced Controls" menu found under the wrench icon in the top left.
From here, find the "Firmware Update Channel" selector and set it to "Release".
What if I already have the latest version installed?
If you already have the latest "Release" version of the firmware installed, it can be reinstalled by opening the "Advanced Controls" menu found under the wrench icon in the top left.
From here, click on the "REINSTALL" button to reinstall the latest "Release" version of the firmware.