Quick Troubleshooting Guide

Hi,

We are currently on holiday (May 1–5). During this time, orders and messages will not be processed. We will resume follow-up on May 6 in the order received.

If your issue was not resolved before the holiday, please don't worry – we will take care of it promptly after we return.

To help resolve your issue more efficiently, we have prepared a quick troubleshooting guide. You may be experiencing one of the following:

🔧 Product Issues

  • Please provide a detailed description of the issue, along with photos or steps to reproduce the problem. This will help our engineers locate the issue quickly.
  • You can also submit an Issue on our GitHub – our engineers will follow up with you directly.

Quick troubleshooting suggestion:
Please try restoring the device firmware to the factory firmware to see if the issue persists.

  • ✅ If the issue remains, it may be a hardware problem. Please record a video and send it to us. We will resolve it for you after we return.
  • ❌ If the issue disappears, it is likely a software problem. We recommend reaching out to the community for further discussion.

📦 Shipping Issues

If your tracking information has not updated for a long time, please include your order number in your email. We will prioritize checking it for you after we return.

🛒 Order Issues

1. Has my order not shipped yet?
Under normal circumstances, orders will be shipped within 7 business days (excluding DHL, FedEx).
For commercial couriers, the recipient is responsible for customs duties. We will ship your order only after receiving your confirmation.

2. Before shipping, please confirm:

  • Is the product you purchased a pre-order item? Please check the shipping time noted on the website.
  • If it is not a pre-order item and it has been more than 7 business days without shipment, please double-check your shipping address, especially:

1. Whether the postal code is filled in
2. Whether the postal code matches the city

3. Special note regarding T-Watch Ultra orders that have not shipped:
You may have received a shipping notification but no tracking number. This is because, during final inspections before shipment, we discovered a GPS-related issue that requires further debugging. As a result, we had to temporarily pause shipments.

We are currently testing and working to resolve this issue. Due to the ongoing public holiday in China, we expect shipments to resume after the holiday, around mid-May.

If you prefer not to wait, please provide your order number, and we will issue a full refund. You are also welcome to purchase again once the product is back in stock.

Thank you for your understanding and support.

Best regards,
LILYGO Team