{"id":1122,"date":"2013-04-04T23:55:11","date_gmt":"2013-04-04T23:55:11","guid":{"rendered":"http:\/\/www.kriesi.at\/themes\/enfold\/?page_id=1122"},"modified":"2025-06-13T16:49:39","modified_gmt":"2025-06-13T08:49:39","slug":"pages","status":"publish","type":"page","link":"https:\/\/www.mateksys.com\/?page_id=1122","title":{"rendered":"Supports"},"content":{"rendered":"<div id='av_section_1'  class='avia-section av-y9lj5e-72d3ff160eb3070df371a6a3b12de2d0 main_color avia-section-default avia-no-shadow  avia-builder-el-0  avia-builder-el-no-sibling  avia-bg-style-scroll container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-1122'><div class='entry-content-wrapper clearfix'>\n<section  class='av_textblock_section av-x2clrm-53b4b609774ecebae6ec9cdda890fac4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: center;\">In case you need help<\/h2>\n<div id=\"gtx-trans\" style=\"position: absolute; left: 133px; top: 65.1335px;\">\n<div class=\"gtx-trans-icon\"><\/div>\n<\/div>\n<\/div><\/section>\n<div  class='hr av-tyb1fm-e7dff1c599a3f37e91d96614c9e52b51 hr-short  avia-builder-el-2  el_after_av_textblock  el_before_av_textblock  hr-center'><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<section  class='av_textblock_section av-apgp1u-f75e73b54c3c7dfc2651a53596e76cc1 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>We are sorry you&#8217;re having trouble! Before contacting us directly, there are a few places we would like you to check for help first.<\/p>\n<p>Most info (documentation, specifications, datasheets, Tips etc.) are available on each product&#8217;s page. We also listed some common questions in blog<\/p>\n<blockquote>\n<p><strong><a title=\"Products\" href=\"https:\/\/www.mateksys.com\/?page_id=2270\" target=\"_blank\" rel=\"noopener\">Products Page<\/a><\/strong><\/p>\n<p><strong><a href=\"https:\/\/www.mateksys.com\/?page_id=731\" target=\"_blank\" rel=\"noopener\">Blog<\/a><\/strong><\/p>\n<\/blockquote>\n<\/div><\/section>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-41ei82-adb5bd7e8d13a5790068371466e48f87\">\n#top .av-special-heading.av-41ei82-adb5bd7e8d13a5790068371466e48f87{\npadding-bottom:10px;\n}\nbody .av-special-heading.av-41ei82-adb5bd7e8d13a5790068371466e48f87 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-41ei82-adb5bd7e8d13a5790068371466e48f87 .av-subheading{\nfont-size:10px;\n}\n<\/style>\n<div  class='av-special-heading av-41ei82-adb5bd7e8d13a5790068371466e48f87 av-special-heading-h3  avia-builder-el-4  el_after_av_textblock  el_before_av_textblock '><h3 class='av-special-heading-tag'  itemprop=\"headline\"  >Have a question for Support?<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div>\n<section  class='av_textblock_section av-7gfqdu-631e0f3565d688bdec9eacbdae83b318 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><ul>\n<li>Our Support is available<strong> Monday ~ Friday \/ 10AM ~ 8PM (GMT +8 China)<\/strong>. We are closed Saturday,Sunday &amp; Chinese Holiday.<\/li>\n<\/ul>\n<h5>When contacting us please be ready with as much information as possible:<\/h5>\n<ul>\n<li><span style=\"color: #0000ff;\">Matek item number (SKU) for the part in question.<\/span><\/li>\n<li><span style=\"color: #0000ff;\">Information on any additional parts that might be hooked up to your system, such as PDB, ESC, motors, receiver, Camera, VTX. GPS, compass.<\/span><\/li>\n<li><span style=\"color: #ff0000;\">For flight controllers, type &#8220;diff&#8221; in CLI mode, then copy diff\u00a0 file and attach it in email.\u00a0 DO NOT send &#8220;dump&#8221; file.<\/span><\/li>\n<li><span style=\"color: #ff0000;\">Some high resolution(raw) and in-focus PHOTOS of board and wiring.\u00a0 Schematic can&#8217;t show your true wiring and soldering.\u00a0 pls take photos of true soldering and wiring.<\/span><\/li>\n<li><span style=\"color: #ff0000;\"><strong>TAKE PHOTO OF YOUR PRODUCT BOARDS. DO NOT SHOW US SCHEMATIC.<\/strong><\/span><\/li>\n<\/ul>\n<p><span style=\"color: #0000ff;\">It is very hard to diagnose issues remotely. Please help us by providing us more details we ask for.\u00a0 Vague description is not suggested, such as &#8220;not working&#8221; .\u00a0 Guess work always takes more time for both of us.<\/span><\/p>\n<p>We prefer contact via\u00a0the <strong>Service form<\/strong>, and will generally get back to you within 1 to 2 business days. Some questions require some extra time to research and compose a response.<\/p>\n<ul>\n<li><span style=\"color: #0000ff;\">Pls reply our email with history quoted, so that we can follow your case accurately.<\/span><\/li>\n<li><span style=\"color: #0000ff;\">Pls use English or Chinese, We are not familiar with other languages.<\/span><\/li>\n<li>\u4e2d\u56fd\u4ee5\u53ca\u61c2\u4e2d\u6587\u7684\u7528\u6237\u53ef\u4ee5\u7528\u4e2d\u6587\u8054\u7cfb\u3002<\/li>\n<\/ul>\n<div id=\"gtx-trans\" style=\"position: absolute; left: -13px; top: 340.031px;\">\n<div class=\"gtx-trans-icon\"><\/div>\n<\/div>\n<\/div><\/section>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1zkyxe-dd2af57ddb6d3381bf52f3b520c1b723\">\n#top .av-special-heading.av-1zkyxe-dd2af57ddb6d3381bf52f3b520c1b723{\npadding-bottom:10px;\n}\nbody .av-special-heading.av-1zkyxe-dd2af57ddb6d3381bf52f3b520c1b723 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-1zkyxe-dd2af57ddb6d3381bf52f3b520c1b723 .av-subheading{\nfont-size:10px;\n}\n<\/style>\n<div  class='av-special-heading av-1zkyxe-dd2af57ddb6d3381bf52f3b520c1b723 av-special-heading-h3  avia-builder-el-6  el_after_av_textblock  el_before_av_textblock '><h3 class='av-special-heading-tag'  itemprop=\"headline\"  >Warranty<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div>\n<section  class='av_textblock_section av-4n0ywy-50645f4293ed51d28e6525d79d247d9b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><ul>\n<li><span style=\"color: #000080;\">We offer 90 days warranty period after the purchase for Flight Controllers, GPS, Sensor modules, Video Transmitter\/Receivers.<\/span><\/li>\n<li><span style=\"color: #000080;\">We offer 45 days warranty period after the purchase for PDB, BEC, LED, Buzzers, ELRS receivers.<\/span><\/li>\n<li><span style=\"color: #000080;\">We don&#8217;t offer repair service to oversea users due to the expensive and time-consuming round-way shipping.<\/span><\/li>\n<li><span style=\"color: #000080;\">We will continue to provide you with technical supports and repair suggestions when the product is outside of warranty window.<\/span><\/li>\n<\/ul>\n<h5>What is the warranty process?<\/h5>\n<ol>\n<li>Send your issues via email <strong>service@mateksys.com<\/strong> or the &#8220;<strong>Service Form<\/strong>&#8220;.<\/li>\n<li>We will work with you to troubleshoot the issues first.<\/li>\n<li><span style=\"color: #ff0000;\">Each claim should have all proof of defects by mean of photo or video showing clearly the defect of the product, and a detailed description of your issue, included a description of what you have already done to fix it. Vague description(e.g. \u201cnot working\u201d, &#8216;DOA&#8221;) is not suggested.<\/span><\/li>\n<li>For product that is confirmed as genuinely defective of product design or quality control issues. If you purchase Matek products from authorized dealers, We will copy this warranty case to dealers. you can also forwarder our service email to dealers.<\/li>\n<li>Please contact the dealer you originally purchased from to arrange a replacement or refund.\u00a0 We will add credit to their orders for the replacement\/refund.\u00a0 Usually we don&#8217;t need the defective product back to dealers. but sometimes dealers need defective product back.<\/li>\n<li>Some dealers have their own warranty period and policy. If the dealer can&#8217;t offer you a replacement within our warranty period. you can get a brand new directly from us, but you just need to pay one way DHL\/TNT\/FedEx shipping fees. We don&#8217;t need the defective product back.<\/li>\n<\/ol>\n<h5>What are NOT covered by warranty?<\/h5>\n<ul>\n<li>Crashes, fire damage, shortcircuit caused by non-manufacturing factors, including but not limited, to pilot errors.<\/li>\n<li>Damage caused by improper installation,\u00a0 reverse voltage,\u00a0 mess soldering,\u00a0 solder splash,\u00a0 water,\u00a0 conformal coating.<\/li>\n<li>Flight controller firmware bug, setting issues.<\/li>\n<li>Screws, Standoffs, Grommets, Wires .<\/li>\n<\/ul>\n<h5>Bought something you don&#8217;t need anymore?<\/h5>\n<ul>\n<li>Pls check out the dealers&#8217; return policy.<\/li>\n<li>We are not able to process returns for items purchased from Matek Distributors\/Dealers. Please contact the store you originally purchased from to arrange a return.<\/li>\n<\/ul>\n<\/div><\/section>\n<div  class='hr av-23lfjm-9aba30d899a8bed3e185d6e659d1f863 hr-short  avia-builder-el-8  el_after_av_textblock  el_before_av_textblock  hr-center'><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<section  class='av_textblock_section av-lv0naz50-a990f0451aebb2adeeb2f2426c7b687e '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h5><span style=\"color: #000000;\">ELRS Series receiver firmware target related<\/span>, Pls read<span style=\"color: #0000ff;\"> <a style=\"color: #0000ff;\" href=\"https:\/\/www.mateksys.com\/?p=11854\" target=\"_blank\" rel=\"noopener\">this blog<\/a> <\/span>.<\/h5>\n<\/div><\/section>\n<div  class='hr av-kmmuki-5063a07767da5d9749f0048c00736755 hr-short  avia-builder-el-10  el_after_av_textblock  el_before_av_contact  hr-center'><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<form action=\"https:\/\/www.mateksys.com\/?page_id=1122\" method=\"post\" data-fields-with-error=\"Found errors in the following field(s):\" class=\"avia_ajax_form av-form-labels-visible   avia-builder-el-11  el_after_av_hr  avia-builder-el-last   \" data-avia-form-id=\"1\" data-avia-redirect='' ><h3 class=''>Service Form<\/h3><fieldset><div id='avia_1_1' class='av-form-text'><p>Pls read\u00a0<span style=\"color: #0000ff;\"><strong><a style=\"color: #0000ff;\" href=\"https:\/\/www.mateksys.com\/?page_id=731\">Blog page<\/a><\/strong><\/span>\u00a0for diagnosing FC firmware\/drivers\/power\/boot issues before you\u00a0submit this form.<\/p>\n<\/div><p class='  first_form  form_element form_fullwidth' id='element_avia_2_1'><label for=\"avia_2_1\">Subject <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_2_1\" class=\"text_input is_empty\" type=\"text\" id=\"avia_2_1\" value=\"\" \/><\/p><p class='  first_form  form_element form_element_third' id='element_avia_3_1'><label for=\"avia_3_1\">Item or SKU <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_3_1\" class=\"text_input is_empty\" type=\"text\" id=\"avia_3_1\" value=\"\" \/><\/p><p class='  form_element form_element_third' id='element_avia_4_1'><label for=\"avia_4_1\">Where did you buy it from <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_4_1\" class=\"text_input is_empty\" type=\"text\" id=\"avia_4_1\" value=\"\" \/><\/p><p class='  form_element form_element_third' id='element_avia_5_1'><label for=\"avia_5_1\">Purchase Date <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_5_1\" class=\"avia_datepicker text_input is_empty\" type=\"text\" id=\"avia_5_1\" value=\"\" placeholder=\"DD \/ MM \/ YY\" inputmode=\"none\" \/><\/p><p class='  first_form  form_element form_element_third' id='element_avia_6_1'><label for=\"avia_6_1\">Name <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_6_1\" class=\"text_input is_empty\" type=\"text\" id=\"avia_6_1\" value=\"\" \/><\/p><p class='  form_element form_element_third' id='element_avia_7_1'><label for=\"avia_7_1\">E-Mail <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_7_1\" class=\"text_input is_email\" type=\"text\" id=\"avia_7_1\" value=\"\" \/><\/p><p class='  form_element form_element_third' id='element_avia_8_1'><label for=\"avia_8_1\">Country<\/label> <input name=\"avia_8_1\" class=\"text_input \" type=\"text\" id=\"avia_8_1\" value=\"\" \/><\/p><p class='  first_form  form_element form_fullwidth' id='element_avia_9_1'><label for=\"avia_9_1\">What firmware\/ version was flashed (For FC series)<\/label> <input name=\"avia_9_1\" class=\"text_input \" type=\"text\" id=\"avia_9_1\" value=\"\" \/><\/p><p class='  first_form  form_element form_fullwidth' id='element_avia_10_1'><label for=\"avia_10_1\" class=\"textare_label hidden textare_label_avia_10_1\">Message <abbr class=\"required\" title=\"required\">*<\/abbr><\/label><textarea  name=\"avia_10_1\" class=\"text_area is_empty\" cols=\"40\" rows=\"7\" id=\"avia_10_1\" ><\/textarea><\/p><div id='avia_11_1' class='av-form-text'><ul>\n<li><span style=\"color: #000000;\">Check if you have provided enough details before you submit the form.\u00a0 Vague description(e.g. &#8220;not working&#8221;) is not suggested.\u00a0 You need to be more specific about what issue and status you&#8217;re referring to.<\/span><\/li>\n<li><span style=\"color: #000000;\">Guesswork always takes more time for both of us.\u00a0<\/span><\/li>\n<li><span style=\"color: #ff0000;\">If your question\/issue is related to Flight controller, <em><span style=\"color: #0000ff;\">high resolution &amp; close-up PHOTOS of BOTH SIDES of FC board and wiring<\/span><\/em> are always needed for troubleshooting.\u00a0 <em><span style=\"color: #0000ff;\">The photos should show clearly components on flight controller board and your soldering<\/span><\/em>.\u00a0 Pls attach photos(JPG\/JPEG) and email to <span style=\"color: #0000ff;\">service@mateksys.com<\/span> .<\/span><\/li>\n<li><span style=\"color: #ff0000;\">If flight controller can connect to configurator,\u00a0 for INAV\/BetaFlight, type \u201cdiff\u201d in CLI mode, then copy diff\u00a0 file and attach it in email.\u00a0 DO NOT send \u201cdump\u201d file.\u00a0 for ArduPIlot, save param list in mission planner. send us the param file (*.param).<\/span><\/li>\n<li><span style=\"color: #ff0000;\">If flight controller can&#8217;t connect to configurator, Take a short video to show the LED status after plugging USB.\u00a0 \u00a0and the LED status after plugging USB while holding boot button in.<\/span><\/li>\n<\/ul>\n<\/div><p class='  first_form  form_element form_fullwidth' id='element_avia_12_1'><input  name=\"avia_12_1\" class=\"input_checkbox is_empty\" type=\"checkbox\" id=\"avia_12_1\" value=\"true\"\/><label class=\"input_checkbox_label\" for=\"avia_12_1\">Read the above tips and take photos what we need before submitting <abbr class=\"required\" title=\"required\">*<\/abbr><\/label><\/p><p class='  first_form  form_element form_fullwidth' id='element_avia_13_1'><input  name=\"avia_13_1\" class=\"input_checkbox is_empty\" type=\"checkbox\" id=\"avia_13_1\" value=\"true\"\/><label class=\"input_checkbox_label\" for=\"avia_13_1\">Have you sent photos\/video to service@mateksys.com? <abbr class=\"required\" title=\"required\">*<\/abbr><\/label><\/p><p class=\"hidden\"><input type=\"text\" name=\"avia_14_1\" class=\"hidden \" id=\"avia_14_1\" value=\"\" \/><\/p><p class='   form_element form_fullwidth' id='element_avia_15_1'><span class='value_verifier_label'>3 + 5 = ?<\/span><input name=\"avia_15_1_verifier\" type=\"hidden\" id=\"avia_15_1_verifier\" value=\"281485424\"\/><label for=\"avia_15_1\">Please prove that you are human by solving the equation <abbr class=\"required\" title=\"required\">*<\/abbr><\/label><input name=\"avia_15_1\" class=\"text_input captcha\" type=\"text\" id=\"avia_15_1\" value=\"\"\/><\/p><p class=\"form_element \"><input type=\"hidden\" value=\"1\" name=\"avia_generated_form1\" \/><input type=\"submit\" value=\"Submit\" class=\"button\"  data-sending-label=\"Sending\"\/><\/p><\/fieldset><\/form><div id=\"ajaxresponse_1\" class=\"ajaxresponse ajaxresponse_1 hidden\"><\/div>\n<\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='after_section_1'  class='main_color av_default_container_wrap container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-1122'><div class='entry-content-wrapper clearfix'>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"footnotes":""},"class_list":["post-1122","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.mateksys.com\/index.php?rest_route=\/wp\/v2\/pages\/1122","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mateksys.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.mateksys.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.mateksys.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mateksys.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1122"}],"version-history":[{"count":1,"href":"https:\/\/www.mateksys.com\/index.php?rest_route=\/wp\/v2\/pages\/1122\/revisions"}],"predecessor-version":[{"id":13008,"href":"https:\/\/www.mateksys.com\/index.php?rest_route=\/wp\/v2\/pages\/1122\/revisions\/13008"}],"wp:attachment":[{"href":"https:\/\/www.mateksys.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1122"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}