This guide explains how to get a replacement for a defective BitBox product under the BitBox02 warranty.
Before you contact support
Many common issues can be resolved by checking our support articles. Taking a moment to do this can often solve the problem right away.
Check our knowledge base
First, check to see if your problem is already described in our support articles. Go through the troubleshooting steps provided there.
- For BitBox02 hardware issues, see our guides: BitBox02 issues
- For BitBoxApp software issues, see our guides: BitBoxApp issues
How to start a warranty claim
If you've completed the troubleshooting steps in the knowledge base and the issue is still not resolved, our support team is ready to help.
Gather this information first
To help us resolve your case as quickly as possible, please have the following information ready:
- Your original order number.
- A detailed description of the problem, including the exact text of any error messages.
- A summary of the troubleshooting steps you have already tried.
- Your computer's operating system (e.g., Windows 11, macOS Sonoma, Ubuntu 22.04).
- Highly recommended: A short video or screenshots that clearly show the issue.
Contact the support team
Once you have this information, please contact our support team. Providing these details in your first message will significantly speed up the process.
What happens next?
Our support team will review the information you provided. We will work with you to confirm the defect and determine if a replacement is covered by the BitBox02 warranty. If it is, we will guide you through the next steps for receiving your replacement.