If a dongle needs to be replaced due to several reasons, e.g., lost, stolen, or broken, you need to make an official Dongle replacement request in the myknx account where the license is listed.
1. Broken dongle?
!! Check warranty first !!
A period of 2 years applies for each dongle (starting from the invoice date)
A. Your broken dongle is covered by the warranty?
B. Your broken dongle is NOT covered by the warranty?
C. Your dongle has been damaged externally?
A. Your broken dongle is covered by the warranty?
In this case, replacement dongles are free of charge.
Follow the replacement request and send it back with the generated return form:
- Log into your account and choose > Account > Products
- Find the ETS license that needs a replacement dongle, open it twice so that you can see all the details like on these two screenshots
- Click on 'Request new dongle', choose the correct 'reason'
- Download the proposed 'return form', print it, and add it to a padded envelope together with the faulty dongle. The address of the KNX Association is mentioned in that document. As soon as we get your dongle, it gets tested: if the dongle is 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 free of charge and follow the order procedure until the end as you need to insert the shipment address.
B. Your broken dongle is NOT covered by the warranty?
In this case, replacement dongles are payable and cost €85 + shipment.
Follow the replacement request procedure (see screenshots) choosing the correct 'reason' for your request, and submit it. DO NOT download the return form as you DO NOT need to send it back. We will receive your request and confirm it by placing a payable offer for a replacement dongle 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.
C. Your dongle has been damaged externally?
In this case, replacement dongles are payable and cost €85 + shipment.
Follow the replacement request procedure (see screenshots) choosing the correct reason 'broken by customer', and submit it. There is no point in sending it back as the replacement is not free of charge in this case. In order to save time, send us a picture of your broken dongle to info@knx.org, mention your username, and we will place an offer for a payable replacement dongle 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.
2. Lost or stolen dongle?
NO Warranty applies
In this case, replacement dongles are payable and cost €85 + shipment.
Follow the replacement request procedure
- Log into your account and choose > Account > Products
- Find the ETS license that needs a replacement dongle, open it twice so that you can see all the details like on the two screenshots
- Click on 'Request new dongle', choose the correct 'reason'
We will receive your request and confirm it by placing a payable offer for a replacement dongle 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.