Request an RMA Return or open a Support Ticket

Request an RMA \ Return or open a Support Ticket

How to Initiate an RMA (Return Merchandise Authorization) Request

This guide outlines the steps required to submit a device for RMA service. 

1. Submit a Support Ticket

All RMA requests must begin by submitting a technical support ticket:

  • Submit a ticket: šŸ”—https://support.ncomputing.com/portal/en/newticket
  • Timely Response: Respond promptly to follow-up emails from the NComputing Technical Support team. Failure to reply within a reasonable time may result in automatic ticket closure and cancellation of the RMA request.
  • One Device Per Ticket: Only one device should be submitted per ticket. For multiple units, a separate record of details (e.g., serial numbers, symptoms) is required for each. Consult the support team before submitting multi-unit requests, as bulk RMA submissions require review and authorization by NComputing sales and management.

2. Troubleshooting and Eligibility Verification

The technical support team will guide you through mandatory troubleshooting steps to assess the issue and determine eligibility. This process cannot be bypassed.

  • Required Diagnostics: You are expected to complete all requested diagnostics and provide feedback.
  • Final Determination: Technical support staff will make the final determination for eligibility or acceptance of the unit to be serviced.

Out-of-Warranty Options

If a device is found to be out of warranty, the following options may apply:

  • Repair Fee: A flat, non-refundable repair fee (currently $49) may be offered for eligible devices close to their manufacture date.
  • Non-Repairable: If the unit cannot be repaired, customers will be advised to purchase a replacement unit.

Important Exclusions: Devices damaged due to power fluctuations, installation or upgrades of software/firmware, tampering, physical abuse, or other exclusions listed in the official warranty are not eligible for repair or replacement.

3. RMA Authorization and Shipping Instructions

Once a device is approved for RMA service, NComputing will provide the next steps:

  • Within the Continental USA: The customer is responsible for shipping costs and insurance when sending the product to NComputing. After repair, NComputing will return the unit at no charge (P.O. Boxes are not accepted).
  • International or Non-Continental USA: Different rules apply. Consult with the technical support team for further guidance.

For full warranty terms, including exclusions and repair conditions, please refer to the official šŸ”—Warranty and RMA Policy.

Article #KB516

Last Edited: 10/27/2025


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