How do I report hardware issues or return a unit?

If you're experiencing problems with your Insytly hardware or believe a unit needs to be returned, please follow these steps. Our goal is to resolve your issue efficiently.

Step 1: Experiencing a Hardware Issue? Contact Support First.

Before initiating a return, it's important to report the issue to our Insytly Support team. Many problems can be resolved through troubleshooting with our expert assistance, which may avoid the need for a return.

How to Contact Insytly Support:

• Option A: Raise a Support Ticket via the Insytly Platform
• Option B: Email us Directly at support@insytly.com

To help us assist you quickly and effectively, please include the following information in your communication:

• Your Device Serial Number
• A Detailed Description of the Issue:
  • What specific problems are you observing?
  • When did the issue start?
  • Are there any error messages displayed?
  • What troubleshooting steps, if any, have you already tried?
• Your Contact Information: Name, company (if applicable), and preferred contact method.

Our support team will review your information and work with you to diagnose the problem and determine the best course of action.

Step 2: The Return (RMA) Process – If Guided by Support

If, after working with our support team, it's determined that your unit needs to be returned for inspection, repair, or replacement, we will guide you through our Return Merchandise Authorisation (RMA) process.

What to Expect:

1. RMA Form Provision: If a return is necessary, our support team will provide you with a link to our official RMA request form and an RMA number. Please do not attempt to return a unit without first contacting support and receiving an RMA number and the form link.
2. Await Instructions: After you've submitted the RMA form as instructed by our team, please wait for us to review it. We will then contact you with:
   • Confirmation of the RMA.
   • The specific return shipping address.
   • Any special packaging requirements.
   • Important: Please do not send the unit until you have received these explicit instructions and your RMA number.
3. Prepare Your Return Carefully:
   • Include Accessories: When returning a unit, please ensure that all original antennas, cables, power supplies, and leads are supplied back with the unit.
   • Missing Accessories Note: A fee may be applied if these accessories are missing from the return, as outlined in our RMA policy.
   • Secure Packaging: We recommend packaging the unit securely in its original packaging if possible, or a suitable alternative, to prevent damage during transit. Insytly is not responsible for damage incurred during shipping to us.

For more details, please refer to our full RMA Policy and Hardware Warranty Policy.