When something goes wrong, first decide whether the problem is with the glasses hardware or with the Hi Rokid App and its software features. Hardware problems go to the support team by email. Software problems should be submitted in the app so the report can include both your description and the device logs.
Report a Hardware Problem
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Check whether the issue is with the glasses themselves, such as a button, hinge, or display problem.
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Use your phone to take a clear video or photo that shows exactly what is wrong.
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Send the files and a short description to global-support@rokid.com.
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The support team will recommend repair or replacement when appropriate and guide you through the next steps.
Report a Software Problem
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If the app or a feature is not working correctly, open Issues & Report in the Hi Rokid App.
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Keep the glasses connected to the phone while you file the report.
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Select the affected module and briefly describe what happened.
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Turn on Upload issue logs so the support team can review the relevant logs.
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Attach a clear video or photo of the problem, then submit the report.
Before submitting, keep the glasses connected and make sure the photo or video captures the issue itself. In the description, state what you did and what happened next.
Response Time
For reports submitted on business days, the support team normally responds within 24 hours. Check the contact method associated with your Rokid account or report for the reply.