Warranty/Registration Status Check & Modification¶

You can check warranty and registration status of customers' products using the Portal.

Login¶

1. Open Portal.

2. Login with your Positive Grid account.

Verify Warranty/Registration Status using the Serial Number¶

1. Go to 'Warranty'.

2. You can check the warranty status of a product using its serial number. The serial number must exactly match the one on the product. For example, the search can't recognize 's040c63a9358', but 'S040C63A9358'.

3. Click on the serial number on the left of the search result and you'll be able to see the warranty details.

View All Product(s) Registered under a Specific Account¶

1. Go to 'Warranty'.

2. You can use the Positive Grid account to check the registered product(s) under the account. All product(s) registered with the Positive Grid account will be listed.

3. Click on the serial number on the left of the search result and you'll be able to see the register/warranty details.

Edit Warranty¶

Edit¶

Edit the information about the registered product. Order# Purchase date Received date Store Name Pictures

For duplicate items: The same product is listed twice on the 'My Product' page.

Copy the Order# from the duplicate item.

After that, remove the unit without a serial number and add it to the registered product.

Ensure the SKUs match.

Extend¶

Extend the warranty. *After extending the warranty, it takes a few minutes to synchronize with the system.

Fill out the extended warranty date, reason, and ticket number:

Transfer¶

Transfer the registered product to a specific user. Before transferring the product, please confirm that the email account is associated with a Positive Grid account. This process can NOT be undone, so please confirm before proceeding.

Fill out the new holder's email, reason, and ticket number:

Deactivate¶

Reset the registration status of a product. This process can NOT be undone, so please confirm before proceeding.

Fill out the deactivate reason and ticket number:

Deregistration request for resale: Resale to someone else.

Deregistration request for resell: Request from Thomann, Sweetwater, MI, etc. If there is no Zendesk ticket, use YYMMDD as the ticket number, e.g. 240703.

Add Device¶

Register the product for the customer.

Only register the product for the customer when they run into the duplicate SN: The customer is unable to register the product because the unit has been already registered.

Request a picture of the serial number and the following information: Order# Purchase date Received date Store name Customer email Note: Do NOT ask the known info.

Fill out the required information:

CHECK