ETS dongle replacement policy and how to request a replacement

Replacement conditions and costs for lost, stolen, or defective ETS6 dongles, how to request a replacement, and what applies to ETS5 dongles.

• Within the two-year warranty period, an ETS6 dongle can be replaced up to two times: free of charge if defective, or €180 and then €350 if lost or stolen.
• Request a replacement in MyKNX under Account → Products, in the license details.
• ETS5 dongles can no longer be replaced. An upgrade to ETS6 is required.

ETS6 dongle replacement policy

ETS6 dongles can be replaced in specific cases, such as loss, theft, or technical defect.

Within the first two years (warranty period), a dongle can be replaced a maximum of two times under the following conditions:

• Free of charge in case of a confirmed technical defect (return of the dongle is mandatory)
• €180 for the first replacement if lost or stolen
• €350 for the second replacement if lost or stolen

If a third replacement is required, contact us at info@knx.org.

How to request a replacement

1. Log in to the MyKNX account where the license is listed.
2. Go to Account → Products.
3. Select the relevant license and open its details.

4. Click Dongle replacement.

   

   A message appears:
   
   
    

5. Click Get offer.
6. Click Accept offer.
   
   
   
   
   
   
   
   
   
   
   
   
     
7. Review or edit the invoice and shipping address, and confirm your payment method.

8. Click Confirm Order.

   The replacement dongle is shipped once payment has been received. The old dongle ID is then removed from your ETS6 license.

ETS5 dongle replacement policy

ETS5 and its associated dongle have reached the end of life. As a result, no further support, bug fixes, or replacement dongles can be provided for this version. For more information, see the ETS Professional lifecycle fact sheet.
To ensure continued support and full compatibility, an upgrade to ETS6 is required. See Upgrade prices.

How to upgrade

1. Log in to the MyKNX account where the license is listed.
2. Go to Account → Products.
3. Select the relevant license and open its details.
4. Click Request new dongle / Upgrade to ETS6.

5. Follow the guided procedure, designed to ensure a smooth migration of your ETS5 projects to ETS6. 

   Once completed, you will receive a tailored offer based on your specific requirements. 

   

   Need help? Contact us at info@knx.org.