Repairs

Repair FAQs
Check out the answers to some frequently asked repair questions here.

Before Repair
  • How long will the repair take?The Insta360 service center will complete your repair within approximately 7 working days of receiving your return. If the process involves payment, once payment is complete, repair and shipment will typically be done within 1-2 working days. *Please note that in case of statutory holidays, natural disasters, or other special circumstances, service times may be extended accordingly. We appreciate your understanding.
  • What components/accessories do I need to include with the camera?You only need to ship the component that needs inspection or the malfunctioning component. If not requested, please do not send the Micro SD card.
  • What's the Insta360 Care service?Insta360 Care gives you one free repair or replacement for your Insta360 camera. For more details, you can check this link: https://www.insta360.com/support/Insta360Care
  • What's the Insta360 TradeUp Program?With the Insta360 TradeUp program, you can send us your old action cam and save up to $80 on an all-new Insta360 action cam, including GO 2, ONE X2 and ONE R. This program is only available in U.S, Japan and Mainland China at this time. For more details, you can check this link: https://store.insta360.com/tradeup
In Repair
  • What should I do if I can't upload proof of my purchase?Please first try to change your browser or the network. If still not working, please contact our support team for help.
  • Where can I find the camera serial number?You can check your camera serial number by the following methods: 1. The original box the package arrived in; 2. If the camera is working properly, you can connect to the app and check the serial number from the app settings page; 3. If you still have the original file in the camera, you can import it into Insta360 Studio on your desktop and right click the file to check the file properties. If you can't find it from the above methods, please contact our support team for help.
  • What should I do if the website shows the serial number I entered is incorrect?Please confirm that the serial number you filled in is related to the camera model you selected. Also, please check whether you included any blank spaces in the serial number. If none of the above situations apply, please contact our support team for help.
  • What should I do if the website shows "Invalid RMA Code"?Please contact the support team if they provided you a RMA code, or send an email to service@insta360.com for more assistance.
After Repair
  • How to check the status of a repair?You can check your repair status by the following methods: 1. Visit the Repair Progress Inquiry page, enter your phone number or email address and check the status. 2. Visit the My Repair Work Order page and check the processing work order status.
  • Do I need to pay the cost of shipping?If inspection confirms a quality issue and the product is within the warranty period, we will cover the shipping cost for you. However, if it's not a quality issue, you will need to pay the shipping cost.
  • Does the repair center have any limits on which courier service I can use?No, every courier service is acceptable.
  • Where do I need to send the camera?After submitting the repair request, the address will be sent to you via email.
  • What can I do if I have an inquiry about a repair quote?You can contact our support team for further help.
  • Can I modify the shipping information?If the repaired item hasn't been shipped, please contact our support team to modify your information.
  • Why is my device not within the warranty range?The standard warranty period of Insta360 cameras is one year. If the warranty period is exceeded or the camera has accidental damage, the warranty is invalid.
  • How can I use Insta360 Care to cover the repair cost after I received a quote?If you have already bought Insta360 Care, once you confirm the quote, you can choose "Use Care" to pay the repair cost.
  • If the quote contains a part that I don't want to repaired, how can I remove it?If the part is optional, you can uncheck it. If not, please contact our support team for further help.
  • Can I use Insta360 Care if just my accessory is broken?Insta360 Care only covers the camera, and is not available for accessories.
  • Why does the current status of my repair still show “In transit” but my shipping tracking information shows "Received"?After we receive the package, we will enter the data into the system within 3 working days. Once the data is updated, the status will change automatically.
  • Can broken parts be sent back together with the repaired item?Currently, the Repair Center only processes repaired materials and broken parts cannot be returned.