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A “Genuine check failed” screen appears.

The genuine check confirms that the device is an official DCENT product. If the check fails, the screen below appears.

  • Title : Genuine check failed
  • Body : We could not complete the genuine check. Please reboot and try again.
  • Button : [Reboot]

[What to do]​

  • Tap the [Reboot] button on the screen to reboot the device, then try again.
  • There is no limit on the number of retries and no waiting time, so you can try again right away.

[If the check fails after onboarding]​

  • A genuine check failure that happens on the main screen after the initial setup is handled by the mobile app.
  • In that case only sending and adding accounts are blocked - you can still view the assets you hold.
  • The first 3 retries are immediate, with no waiting time. After that the waiting time grows in the order 30 seconds → 5 minutes → 30 minutes, and 30 minutes is the maximum.

[If the connection drops during the check]​

  • Reconnect from the app and the check continues from where it left off, with nothing else to do. It is not treated as a failure.

[If it keeps failing after a reboot]​

Go to 1:1 inquiry

  • Order number :
  • Name on the order :
  • Where you purchased it :
  • Contact :
  • A photo showing the condition of the genuine seal on the package
  • A screenshot or video showing the problem

[DCENT X warranty period]​

  • 1 year from the date of purchase

[Exchange conditions and notes]​

  • If a defect that is not caused by the customer is confirmed, we exchange the product free of charge.
  • If the damage was caused by the customer, or the warranty period has expired, a fee may apply.

[How to request an exchange]​

Submit a 1:1 inquiry with your order number, the name on the order, your shipping address and contact, and the reason for the exchange. Our team will review requests in order and contact you.

How to exchange a product

[User guide]​