When technology stops working as expected, a clear fault report makes support faster. Use this page to identify the likely route, collect the right evidence and contact Neom before sending anything.
Select the closest details. The scanner prepares guidance; it does not make a final coverage decision.
Use the supplied or compatible power equipment, note any lights or screen response, and record the troubleshooting already attempted. Do not open or repair the product.
These examples explain the difference between a potential product fault and circumstances that may require a different support route.
Each case still requires product-specific assessment and confirmation.
Support can still explain the available repair, return or manufacturer route.
Share the order, symptoms and supporting evidence.
Support checks the product and appropriate next step.
The reported issue and product condition are reviewed.
You receive the applicable outcome and next instructions.
Useful evidence reduces back-and-forth and helps support understand what the product is doing.
Say what happens, what should happen and whether the issue is constant or intermittent.
Show the product, connections, visible indicators and the fault without editing the evidence.
Include restarts, compatible cables, charging time, updates or connection tests where relevant.
Do not open, modify or attempt an unauthorised repair while support is assessing the route.
For a product-specific answer, contact support with your order reference.
Coverage depends on the product terms, purchase details, reported fault and product condition. Support must review those details before confirming a route.
No. Contact Neom first and wait for the correct instructions. An unapproved parcel may be difficult to identify or process.
Prepare the order reference, clear fault description, relevant photographs or video, and a list of troubleshooting already attempted.
Explain the circumstances honestly and provide clear photographs. Accidental or physical damage may require a different support or repair route.
Back up important data. If the device needs to be returned, follow the provided instructions for accounts, security locks and factory reset.
Have your order reference, product details and evidence ready.