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UTBOX Support
Contact UTBOX support
For help with a UTBOX X2 Pro order, setup question, missing accessory, delivery concern, return request, replacement request, or refund review, contact support@utbox.store. Include your order number, checkout email, delivery state, and a short description of the issue.
Before requesting a return or replacement
UTBOX uses a replacement-first support model for product issues. We troubleshoot first, then replace the cheapest reasonable part or the unit when needed, and use return or refund review only as the final escalation path or when required by applicable law or platform policy.
- No power: confirm the USB power source, cable, and power indicator.
- No HDMI signal: confirm the TV input, HDMI cable, and HDMI port.
- Controller not responding: confirm AAA batteries, polarity, the wireless receiver, and pairing steps.
- Receiver issue: reseat the receiver and test both controllers.
- System card issue: reseat the card, do not format it, and send photo or video proof.
- Lag, freezing, or game not opening: restart the device, confirm stable power, and tell us whether the issue affects one game or many games.
Battery information
Batteries are not included. Each controller needs 2 AAA batteries. The two included controllers need 4 AAA batteries in total.
Returns and issue review
Non-quality returns may be requested within 14 days after delivery. For non-quality returns such as change of mind, wrong purchase, or no longer wanted, the buyer pays return shipping where allowed by local law and platform policy.
For quality issues, dead-on-arrival items, or confirmed defects, contact support first. We will review troubleshooting details and provide return, replacement, or refund instructions. Do not send products to any address until UTBOX support provides instructions.
What to include
- Order number and checkout email.
- Photos of the package, game stick, controllers, HDMI cable, USB power cable, receiver, and storage card.
- A short video if the product does not power on, display, pair, or load correctly.
- The troubleshooting steps already tried.
This does not affect your statutory rights where applicable.
Related pages: Returns and refunds, Shipping and delivery, and Setup FAQ.