A Guide to Insta360 Mail-in Repair Service

I. Before mailing your device for repair

1. How to access the mail-in repair service portal

When your device needs to be sent in for repair, you can initiate a mail-in repair request through either of the following methods.

Method 1: Insta360 Website

Go to Support > Submit Repair Request > fill out the repair form > submit your application.

You can either enter your camera's serial number to bind the product information, or select the product to be repaired from the product list.

insta360

Method 2: Insta360 App

Tap Me > Help Center > Repair Services.

insta360

2. Which devices are eligible for mail-in repair?

Applicable Devices	Inapplicable Devices
Genuine Insta360 cameras and accessories purchased through official Insta360 channels or authorized dealers. When submitting a repair request, you may select eligible accessories from the product list.	Non-genuine Insta360 products. Models that are no longer supported: Insta360 ONE, Insta360 SMO 4K, Insta360 Air, Insta360 Pro, and Insta360 EVO.

II. Fill out the form and ship

Follow the on-screen instructions to fill in the required information in sequence — region, product model, issue description, shipping details, etc., then submit your repair work order and ship your device back for inspection.

insta360

1. What to do if you encounter "minor issues" while filling out the form?

If an accessory has no serial number, just enter the camera's serial number.
If you are unable to upload your proof of purchase, please try switching to a different browser or changing your network connection.
If the system indicates that the entered product serial number is invalid, please confirm that the serial number matches the selected camera model and check whether there are any trailing spaces after the serial number.

If none of the above solutions resolves your issue, please contact Insta360 Customer Support for assistance.

2. How to find your camera's serial number?

The serial number is your camera's unique ID, typically consisting of 14 characters. You can find it in the following three ways:

If you still have the camera's original packaging box, you can find the serial number on the label on the back of the box.
If your camera powers on normally, you can find it in "Camera Info" in the Settings menu.
After connecting your camera to the Insta360 app, go to the app's Settings page and find it under Device Info.
If you have kept the original files captured by the camera, open the Insta360 Studio on your computer > import the original media > select the original media > right-click to check the file properties, and see the camera's serial number.

3. How is the mail-in repair service charged?

Shipping fees: Packaging, service, or insurance fees are excluded and must be covered by you.
- For devices within the warranty period with non-user-induced damage, Insta360 covers round-trip shipping.
- For devices out of warranty or with user-induced damage, you are responsible for round-trip shipping fees.
Repair fees: You can visit the Insta360 Website to inquire about repair prices. Repair fees include spare parts costs and service fees.

4. Shipping options supported for mail-in repair service

Two shipping options available: "Create Shipping Label" and "Self-service Shipping". Please select the option that is most convenient for you and provide the pickup or return address accordingly.

Create Shipping Label: The shipping cost will be prepaid by Insta360. If your device is out of warranty or the issue is not caused by misuse or human-caused damage, the round-trip shipping fees will be included in the repair quotation and need to be paid by you.
Self-service shipping: You will need to pay the outbound shipping cost first. If the issue is not caused by misuse or human-caused damage and your device is within the warranty period, you may contact Insta360 Customer Support with your repair order number and shipping payment receipt to request reimbursement.

Please refer to: After-Sales Service Policy

III. Track your repair request after mailing

From the time you place your request until your device repair is completed, you can check the real-time status of your mail-in repair at any time via channels such as our E-mail address or the Insta360 Website.

1. How to check your repair progress?

Email: Send email to Technical Support at service@insta360.com
Insta360 Website: Support > Service Progress.

2. How to change the return address?

If the return package has not yet been shipped, you can contact Insta360 Customer Support to update your delivery address.

3. How to modify or cancel a work order?

Modify work order information: Before the after-sales service center receives your package, you can access your submitted mail-in repair request via Service Progress Inquiry to update your email address or phone number.
Cancel a work order: You can access your submitted mail-in repair request via Service Progress Inquiry and click "Cancel Repair Request" at the bottom of the page.

4. How to obtain a repair invoice?

Please contact Insta360 Customer Support to request an invoice once you have paid the repair fees.

Was this information helpful?

Online Chat

Office Hours: 24/7

Start Chat

A Guide to Insta360 Mail-in Repair Service

I. Before mailing your device for repair

1. How to access the mail-in repair service portal

When your device needs to be sent in for repair, you can initiate a mail-in repair request through either of the following methods.

Method 1: Insta360 Website

Go to Support > Submit Repair Request > fill out the repair form > submit your application.

You can either enter your camera's serial number to bind the product information, or select the product to be repaired from the product list.

insta360

Method 2: Insta360 App

Tap Me > Help Center > Repair Services.

insta360

2. Which devices are eligible for mail-in repair?

Applicable Devices	Inapplicable Devices
Genuine Insta360 cameras and accessories purchased through official Insta360 channels or authorized dealers. When submitting a repair request, you may select eligible accessories from the product list.	Non-genuine Insta360 products. Models that are no longer supported: Insta360 ONE, Insta360 SMO 4K, Insta360 Air, Insta360 Pro, and Insta360 EVO.

II. Fill out the form and ship

insta360

1. What to do if you encounter "minor issues" while filling out the form?

If an accessory has no serial number, just enter the camera's serial number.
If you are unable to upload your proof of purchase, please try switching to a different browser or changing your network connection.
If the system indicates that the entered product serial number is invalid, please confirm that the serial number matches the selected camera model and check whether there are any trailing spaces after the serial number.

If none of the above solutions resolves your issue, please contact Insta360 Customer Support for assistance.

2. How to find your camera's serial number?

The serial number is your camera's unique ID, typically consisting of 14 characters. You can find it in the following three ways:

If you still have the camera's original packaging box, you can find the serial number on the label on the back of the box.
If your camera powers on normally, you can find it in "Camera Info" in the Settings menu.
After connecting your camera to the Insta360 app, go to the app's Settings page and find it under Device Info.
If you have kept the original files captured by the camera, open the Insta360 Studio on your computer > import the original media > select the original media > right-click to check the file properties, and see the camera's serial number.

3. How is the mail-in repair service charged?

Shipping fees: Packaging, service, or insurance fees are excluded and must be covered by you.
- For devices within the warranty period with non-user-induced damage, Insta360 covers round-trip shipping.
- For devices out of warranty or with user-induced damage, you are responsible for round-trip shipping fees.
Repair fees: You can visit the Insta360 Website to inquire about repair prices. Repair fees include spare parts costs and service fees.

4. Shipping options supported for mail-in repair service

Create Shipping Label: The shipping cost will be prepaid by Insta360. If your device is out of warranty or the issue is not caused by misuse or human-caused damage, the round-trip shipping fees will be included in the repair quotation and need to be paid by you.
Self-service shipping: You will need to pay the outbound shipping cost first. If the issue is not caused by misuse or human-caused damage and your device is within the warranty period, you may contact Insta360 Customer Support with your repair order number and shipping payment receipt to request reimbursement.

Please refer to: After-Sales Service Policy

III. Track your repair request after mailing

1. How to check your repair progress?

Email: Send email to Technical Support at service@insta360.com
Insta360 Website: Support > Service Progress.

2. How to change the return address?

If the return package has not yet been shipped, you can contact Insta360 Customer Support to update your delivery address.

3. How to modify or cancel a work order?

Modify work order information: Before the after-sales service center receives your package, you can access your submitted mail-in repair request via Service Progress Inquiry to update your email address or phone number.
Cancel a work order: You can access your submitted mail-in repair request via Service Progress Inquiry and click "Cancel Repair Request" at the bottom of the page.

4. How to obtain a repair invoice?

Please contact Insta360 Customer Support to request an invoice once you have paid the repair fees.

Was this information helpful?

Online Chat

Office Hours: 24/7

Start Chat