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Technical & After-Sales Support

Talk to the Engineers
Who Built Your Router.

E-Lins support is staffed by the engineers who designed the hardware and firmware — not a front-line call centre. Get real technical answers, fast. Pre-sales or post-sales, we're here.
Pre-Sales: Reply ≤ 4 hrs Tech Support: ≤ 24 hrs 14 Languages 5-Year Warranty
Response Time Commitments
Critical — Production Down
≤ 4 hrs
High — Partial Failure
≤ 12 hrs
Normal — Config Help
≤ 24 hrs
Pre-Sales Inquiry
≤ 4 hrs
Warranty / RMA Claim
≤ 48 hrs
Knowledge Base Submit a Ticket Contact Support Downloads Certifications Glossary Video Tutorials EOL Products
Choose Your Channel

How Would You Like to Reach Us?

All channels connect you directly to E-Lins engineers — pick the one that suits your urgency and preference.

💬
Live Chat
Online Now
Instant text chat with a support engineer. Best for quick configuration questions and troubleshooting.
⚡ Instant response
📞
Phone / Video Call
Mon–Fri Business Hours
Speak directly with a technical engineer. Screen-share and remote diagnostics available for complex deployments.
📅 Schedule a Call
Live Support

Real-Time Support Channels

Live Support Live Now
Mon–Fri · 09:00–18:00 UTC+8 · Email available 24/7
💬
Live Chat
Instant messaging with a technical engineer via the chat widget on any page. Best for real-time troubleshooting and configuration guidance.
Available: Mon–Fri 09:00-18:00 UTC+8
Start Chat →
📞
Phone Support
Call our Shenzhen HQ or regional offices directly. Technical engineers available during business hours for in-depth diagnostics.
HQ: +86—755 XXXX XXXX
Europe: +49 XX XXXX XXXX
View All Numbers →
💚
WhatsApp / WeChat
Send photos, screenshots, and voice messages. Ideal for quick product questions, sample orders, and photo-based fault diagnosis.
WhatsApp: +86 XXX XXXX XXXX
WeChat ID: elins_support
Open WhatsApp →
Warranty & Repair

Warranty Coverage & RMA Process

Warranty Coverage
🛡️
Standard Warranty
5-Year Hardware Warranty
Covers manufacturing defects. All standard E-Lins products from date of purchase.
💾
Firmware Updates
Lifetime — Free of Charge
Security patches issued within 30 days of CVE disclosure. Feature updates throughout product lifecycle.
📦
DOA Policy
Replacement within 7 Business Days
Dead-on-arrival units replaced express at no cost. Report within 7 days of receipt with photo evidence.
🔄
Return Policy
30-Day No-Questions Returns
Standard orders returnable within 30 days. No restocking fee for orders under 10 units.
📋
Need to make a warranty claim?
Email support@e-lins.com with your order number, model, and a description of the defect.
RMA / Repair Process
1
Submit a Support Ticket
Email support@e-lins.com with your order number, model, firmware version, and a description of the fault with photos or video.
2
Remote Diagnosis (if needed)
Our engineer will attempt remote diagnosis within 24 hours. Many issues are resolved at this stage without hardware return.
3
RMA Authorization Issued
If return is required, we issue an RMA number and prepaid shipping label (for in-warranty claims). Typically within 48 hours of ticket submission.
4
Repair or Replacement
Repaired unit or replacement shipped back within 5—10 business days of receipt, depending on fault complexity.
✓
Return Shipping
In-warranty repairs return-shipped at E-Lins expense via DHL or FedEx Express. You receive tracking notification automatically.
Global Offices

Find Your Nearest Office

🇨🇳
China
Shenzhen — HQ
Headquarters
+86—755 XXXX XXXX
Mon–Fri 09:00-18:00 UTC+8
🇩🇪
Germany
Frankfurt
Sales Office
+49 XX XXXX XXXX
Mon–Fri 09:00—17—00 CET
🇺🇸
United States
Los Angeles
Sales Office
+1 XXX XXX XXXX
Mon–Fri 09:00—17—00 PST
🇸🇬
Singapore
Singapore
APAC Hub
+65 XXXX XXXX
Mon–Fri 09:00-18:00 SGT
🇬🇧
United Kingdom
London
Representative
Mon–Fri 09:00—17—00 GMT
🇦🇪
UAE
Dubai
Representative
Sun–Thu 09:00—17—00 GST
🇧🇷
Brazil
São Paulo
Representative
Mon–Fri 09:00—17—00 BRT
🇦🇺
Australia
Sydney
Representative
Mon–Fri 09:00—17—00 AEST
🌏We Support You in 14 Languages
Specify your preferred language when contacting us — our team will respond accordingly.
🇬🇧 EN
🇩🇪 DE
🇫🇷 FR
🇪🇸 ES
🇷🇺 RU
🇨🇳 ZH
🇸🇦 AR
🇧🇷 PT
🇹🇭 TH
🇮🇩 ID
🇯🇵 JA
🇰🇷 KO
🇮🇹 IT
Self-Service First

Find Answers Before Contacting Us

80% of support questions are already answered in our Knowledge Base. Check here first — you'll often get your answer in under 2 minutes.

📖
Wiki Knowledge Base
Manuals · Config guides · Integration tutorials
›
🎫
Submit a Ticket
Detailed post-sales support with file attachments
›
▶️
Video Tutorials
Step-by-step setup guides on YouTube
›
💾
Firmware Downloads
Latest firmware for all E-Lins models
›
📝
Glossary
Plain-English definitions for IoT terminology
›
🏅
Certifications
CE · FCC · ATEX · ISO certificates for download
›
Support FAQ

Common Support Questions

What information should I include when contacting technical support?
+
To help us resolve your issue as quickly as possible, please include: product model and serial number, current firmware version (found in the web UI under System → About), network operator name, APN settings, a clear description of the issue, what you've already tried, and any error messages or LED indicator status. Attaching a config export, screenshot, or diagnostic log reduces average resolution time by 60%.
How do I know if my product is still under warranty?
+
All standard E-Lins products carry a 5-year hardware warranty from the date of purchase. To verify your warranty status, email support@e-lins.com with your order number or invoice. We will confirm the purchase date and warranty expiry. Keep your purchase invoice or order confirmation as proof of warranty.
My device arrived damaged or not working (DOA ) — what should I do?
+
Report DOA units within 7 days of receipt by emailing support@e-lins.com with your order number, photos or video showing the fault, and the original packaging. We will ship a replacement unit at no cost via express courier within 7 business days of DOA confirmation. You do not need to return the defective unit for standard DOA claims under 10 units.
Can I get remote technical support for my deployment?
+
Yes. Our technical engineers can assist via screen-share and remote session for complex configuration or integration tasks. Book a video call via the "Book a Call" button above. For customers with active deployments, we also offer dedicated support engineer assignment for enterprise accounts — contact sales@e-lins.com for details.
What languages can I receive support in?
+
E-Lins support is available in 14 languages: English, German, French, Spanish, Russian, Mandarin Chinese, Arabic, Portuguese, Thai, Indonesian, Japanese, Korean, and Italian. Simply specify your preferred language in your first message and we will assign the appropriate team member to your case.
Do you offer paid support contracts or SLA agreements?
+
Yes. For enterprise customers and OEM partners with large deployments, E-Lins offers premium support contracts with enhanced SLA commitments (including 2-hour critical response), dedicated account engineer, and priority escalation paths. Contact sales@e-lins.com to discuss enterprise support options.
Still need help? Our engineers are standing by.
Pre-sales · Technical support · Warranty claims · OEM inquiries — reply within your SLA window, guaranteed.

Contact Us