What should I do if my device stops working?

If your Insytly device has stopped working, we're here to help get you back up and running. 

Please follow these steps:

1. Important: Do Not Open the Device

• To ensure your warranty remains valid, please do not attempt to open or disassemble the device casing yourself. Doing so will void your warranty.

2. Try Basic Troubleshooting First

• Before contacting us, please consult the troubleshooting section in your device manual. This guide contains steps for common installation and operational issues that you might be able to resolve quickly.
• You can also check our online Support Centre/Knowledge Base for articles related to the issue you're experiencing.

3. Contact Insytly Support

• If basic troubleshooting doesn't resolve the problem, please contact our Insytly Support team.
• Be ready to provide them with:
  • Your device model and serial number.
  • A clear description of the issue you're experiencing.
  • Any troubleshooting steps you've already tried.

4. Understanding the Return (RMA) Process

• Our support team will work with you to diagnose the issue. If a return is necessary, they will guide you through our Return Merchandise Authorisation (RMA) process.
• This process may involve sending the device back to us for investigation, repair, or replacement, provided the issue is covered under our Hardware Warranty Policy.
• If a return is authorised, our support team will provide you with a link to the RMA request form and instructions on how to proceed. Please ensure you follow our RMA policy guidelines for returning the unit.