If a dongle needs to be replaced because of several reasons, e.g. lost, stolen, or broken, you need to request a dongle replacement via your MyKNX account by following this procedure :
- Please login to your account and move your mouse over MY ACCOUNT
Click on PRODUCTS in the appearing sub-menu. - Find the ETS license that needs a replacement dongle, open it so that you can see the details, and click under 'Product license' on the 'magnifying glass' icon.
- In the pop-up window that appears, click on 'Request new dongle' and follow the procedure
- In case of a broken dongle:
- If the dongle is faulty, choose this 'reason' and submit it. Download the 'return form' proposed, print it, and add it to a padded envelope together with the broken dongle, in order to return it to KNX. The address is mentioned in that document. As soon as we get your dongle, it gets tested: if the dongle ist tested faulty, an offer for a free replacement dongle will be placed in your account. You will be notified by mail once the offer is ready. Please open then the offer and follow the order procedure until the end.
- !! EXCEPTION !! If the dongle has been damaged by someone, choose this 'reason' and submit it. In this case, you do not need to return it. In order to spare time and money, send us a picture of your broken dongle to info@knx.org, mention your username and we will place an offer for a chargeable replacement dongle in your account (€85 + shipment costs). You will be notified by mail once the offer is ready. Please open then the offer and follow the order procedure until the end. - In case of a lost or stolen dongle: Choose the 'reason' lost or stolen, and follow the procedure.
We will receive your request and confirm it by placing an offer for a chargeable replacement dongle in your account (€85 + shipment cost). You will be notified by mail. Please open then the offer and follow the order procedure until the end.