Frequently Asked Questions:

1. Which account is my Ticwear account? Why can’t I get the activation link/code after registration?

This support site requires your Ticwear account, which is the same as the account you used in your phone companion (the Mobvoi App). If you have to register a new account, we have no problem supporting several main mail servers such as Gmail, Hotmail, Outlook and Yahoo. If you experience problems with your current email address, we suggest you try those main mail servers.

2. What should I indicate in my Warranty request?

Please indicate your order number (for Kickstarter backers, it’s your backer number starts with a #), email used to place your order, proof of purchase and where did you place your order (online shop/www.mobvoi.com, Kickstarter or Amazon). If you can’t upload pictures or videos, feel free to email to support@mobvoi.com.

We DO NOT provide Warranty or Return service if we can’t verify your order. So if you buy your product from others or get your product as a gift, you may want to confirm the information listed above. If it's an accessory or an additional free gift, we provide Warranty/Repair service instead of Return service.

3. Can I have a prepaid shipping label to send back the defective product?

Our prepaid shipping label is provided by our logistics partner Landmark Global and covers 26 countries: Austria, Australia, Belgium, Canada, Czech Republic, Germany, Estonia, Spain, Finland, France, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Latvia, Malta, Netherlands, Poland, Portugal, Romania, Slovenia Slovakia, United Kingdom and United States. If you live in these countries, our support team will email you the prepaid shipping label and an instruction. You just have to print the label, stick it to your package and follow the instruction to send back the product. It’s easy and simple.

4. Will the shipping label expire? What if I’m busy and can’t send back the product in time?

Technically, the shipping label will not expire. We’ll keep tracking labels made within one month. If you use a label that’s been made more than a month, please notify us after you send out your product.

5. If I can’t get a prepaid shipping label, how should I send back the defective product?

There is no need to worry if you do not live in a country or region where pre-paid shipping labels are provided. Please send back the defective product using your local postal service, keep the receipt, as well as the tracking number for the shipment. Then, contact support@mobvoi.com (subject: Shipping Cost - Tracking Number: XXX) with a photo of your receipt, and we will reimburse you for your shipping cost. We reserve the right to reject returned parcels delivered by international couriers such as DHL, EMS, UPS and FedEx. The maximum coverage for a warranty shipping cost is USD $20.00. Please note that this service is only available for warranty cases. Shipping fees incurred for Repair cases will not be reimbursed. For special cases, contact support@mobvoi.com.

Please make sure that you have not activated the communication function for your Ticwatch Pro 4G LTE watch. If you have activated the communication function for your watch, please cancel this service. Otherwise, we can not accept your return request, and you will continue to be charged the extra monthly fee. Your understanding is much appreciated.

6. What should I send back? Do I have to send back everything or just the product?

If you choose Warranty or Repair, please send back everything that comes in the product box, including the product itself, original product band, charging dock, charging cable and volcano stand (only for Onyx). The other accessories (bands, charging cables or screen protectors, etc), for free or you bought separately don't need to be sent back.  If you choose Return, you must send back everything you’ve got for a full refund. If you want to keep some accessories, contact support@mobvoi.com.

7. How do I do Repair? Do you have support centers in my country?

The way we do Repair service is to offer special discounts for you to buy a new product from our online shop: www.mobvoi.com. After you send back your defective product, we’ll email you a special coupon code. Apply the code on the Checkout page and you can get a new (same model) TicWatch2 under a special price. Shipping to your country is free but may have import charges/VATs.

8. How will I get my refund/reimbursement?

If you have placed an order on www.mobvoi.com or backed us on Kickstarter, we’ll first refund through our online shop/Kickstarter. Your money will go back the exact same way you paid your order. Otherwise, we’ll refund through PayPal. Bank accounts are not accepted.

9. What is product sn? what is sku?

10. What is product IMEI?


Please make sure that you have not activated the communication function for watch. If you have activated the communication function for watch, please be sure it has been cancelled. Otherwise, we can not accept your return request. Also you will be charged extra monthly fee. Your understanding is much appreciated.