Frequently Asked Questions About Reolink Warranty Procedure

This article answers some frequently asked questions on the Reolink RMA Portal (Warranty Service). Click the "+" button next to each question to learn more details.

How to find the S/N (serial number) or UID of your device

During the after-sales process, you will be asked to provide the serial number or UID of the device. You only need to provide either the S/N or UID — just one is enough. Use whichever is easier for you. You can refer to the articles below for help.

Note:

1. If you're returning a single item from a system kit, please provide the S/N or UID of that specific unit.
2. If you're returning the entire system kit, it's best to provide the S/N from the box. If the box is no longer available, provide the S/N or UID from one of the individual devices instead.

S/N (Serial Number):
You can find the S/N on the product box or on the device body. How to Find Model and Serial Numbers on Reolink Devices

UID Number:
You can find the UID on the product body, usually under the QR code. Or check it via the Reolink software. How to Find the UID of Your Reolink Devices
What is RMA and how does it work?

RMA (Return Merchandise Authorization) is the process of returning a product to receive a refund, replacement, or resend within the product's warranty period.
How to return to get refund or replacement?

Please refer to: How to Return to Get Refund or Replacement?
How to obtain the verification code for my RMA solution?
Please note that Reolink RMA access process has been upgraded to make it simpler and more convenient.

Previously, when you contacted Reolink Support for a refund or replacement, we would email you titled “Action Required: Please Confirm Your RMA Solution Promptly", which contained an RMA password for access.

Now, you can access your RMA solution page directly by following these steps:
- Simply click this "RMA Portal" link to open the RMA login page.
- Enter the email address you used to contact the Reolink warranty team, then click “Send Code.”
- Copy and paste the verification code you receive to access your RMA solution page.
- The verification code is valid for 15 minutes. If it shows as invalid, please click "Send Code" again and use the new code to log in.
- You can then, confirm your RMA solution, or submit warranty-related details, or view the current RMA solution status.
- You may check the RMA solution status at any time during the warranty process using the same method.
If you experience any difficulty accessing the page, please feel free to contact our support team for assistance. Note:
- If the RMA solution was just created, it may take some time to appear in the system. Certain RMA solutions require supervisor review and approval before becoming visible. Thank you for your understanding and patience.
- Please don't share your verification code with others; otherwise, all actions performed by them will be considered equivalent to your own actions and you will be responsible for any consequences arising from this.
Where can I find the return address in my RMA solution?

When you need to return the item back to Reolink, the return address can be found on the Submit Required Information page. The Reolink warehouse address is the return address where you need to return the item(s) to Reolink.
How can I return the item and upload return information?

Step 1: Choose a cost-effective shipping method with tracking and send the item(s) to the Reolink warehouse address shown on the Submit Required Information page. Include the tracking number.

Step 2: Enter the tracking number, and upload a clear photo of the shipping label showing the Reolink RMA address and the postage receipt.
All three items are required to verify the return and proceed with the refund or replacement.
What should I do when fail to submit my RMA solution?

If you have trouble submitting your RMA solution, please contact the Reolink warranty team agent again. Our agent can assist with submitting the RMA solution on your behalf.

If possible, kindly provide a screenshot of the error message you encountered. This will help us better understand the situation and assist you more efficiently.

Note: In some cases, such as when your RMA solution is pending confirmation, once you authorize the Reolink warranty team to submit the RMA solution for you, you may not be able to review your RMA solution in the next step. Thank you for your understanding.
How to reject an RMA solution?

Click on this RMA Portal button to the RMA login page.

Step 1: Enter the email address you used to contact us, click “Send Code,” copy and paste the verification code you received to access the RMA solution page.

Step 2: Locate the RMA solution under pending confirmation, the one you want to reject, click "Enter" to proceed.

Step 3: Click "Disagree" to reject the RMA solution and leave a comment explaining the solution you are requesting for our review.

Once you have rejected the RMA solution, please reply to the email to inform our warranty team agent. Upon further discussion, we will review your request and update the RMA solution if applicable.

Note: You can reject the RMA solution only when your RMA solution is in "pending confirm" status. Once the RMA solution is confirmed, you're unable to reject it. If you prefer another solution after you confirm the RMA solution, please contact the Reolink warranty team via email for help.
How can I pay for the make-up payment?

The receiving account is Reolink's PayPal account. Please pay to this Reolink PayPal account listed.

You can log in to your PayPal account, fill in Reolink’s PayPal account (in the email address format), and proceed with the transfer. You may also complete the transaction via the bank card/credit card service.

Check this reference link to learn how to send money via PayPal: https://www.paypal.com/c2/cshelp/article/how-do-i-send-money-HELP293.

If you have any problem making a payment to Reolink's PayPal account, please contact our customer service via email, requesting an invoice link to pay.
What's the payment transaction number?

The Supplementary Payment Transaction Number is your transaction ID, generated automatically by PayPal after you make a money transfer to Reolink's PayPal account (Reolink Receiving Account).

You can find it on the transaction page and use it to fill in the “Payment transaction number” box. And the payment receipt refers to the screenshot of this payment proof.

Note: Please upload images in the format of JPG, PNG, JPEG, WEBP. You can only upload up to 5 pictures, each within 10MB in size.
Where can I find the in submission page if I want to enter the tracking number/transaction ID and upload return information?

Accessing the submission page is similar to confirming your RMA solution. Please follow the steps below:

Step 1: Click this RMA Portal link to open the RMA login page.

Step 2: Enter your email address in RMA instruction provided by the Reolink warranty team, then click “Send Code”. Please copy and paste the verification code you receive to access your RMA solution page.

If you are unable to locate the email or cannot access your RMA solution page, please feel free to contact us via Reolink Support.

Our support team will help you locate the correct email or provide RMA instructions. If possible, kindly share a screenshot showing the error you encountered, as this will help us better understand your situation and assist you more efficiently.
Under what circumstances would the warranty be affected?

Refer to: https://reolink.com/warranty-and-return/#5-disclaimer-h2.