HOW TO CREATE A BITMAIN REPAIR TICKET

Modified on Fri, May 9 at 12:46 PM

This article intended to help walk customers through the process of creating a repair ticket with Bitmain if their unit is needing warranty repairs.

Step 1:

Visit https://service.bitmain.com/support/warranty to see if your unit is still under warranty.

Enter S/N in the box.

Once entered the warranty expiration date will appear.

Note: If your unit is no longer covered under warranty or did not come with warranty, then repairs can be made in-house through Tier II or at a certified repair facility.

Step 2:

At the top of the page hover over Customer Support. A drop down menu will appear.

Under "After-Sales Support" click on Repair Request.

Step 3:

Note: Stellar Forge Mining will not create an account for you.

Step 4:

Select "Apply for Repair".

Click "Add Device"

Step 5:

Enter the information required.

Type - will be unit unless specified by Help Desk Support.

Item - is Model of unit. Example: Antminer S19k Pro (120T)

Quantity: 1 (Please create separate tickets per unit if you have more than 1.)

Remark can be left blank

Note: You must know the model of your unit. If you do not know the model our IT department can assist you through our Help Desk.

Step 6:

Please enter a place holder tracking number, we will comeback to this section later.

Placeholder tracking number format: Year/month/day/time: August 5th, 2024 15:26

Example: 202408051526

Courier: UPS

Step 7:

Click on " + New Address" and insert following information:

Name: Stellar Forge Mining, LLC.

Address Line 1: 118 N 14th Ave Suite C

Country: United States

State: KS

Town/City: Dodge City

Postcode/Zip: 67801

Phone Number: 913-392-2656

Submit address information.

Step 8:

Select a repair center of choice.

Note: Turnaround time and shipping fees vary on the repair facility.

Step 9:

Select either option between UPS and FedEx then click submit to finish creating ticket.

Step 10:

Check mark and acknowledge "After-Sales Service Terms"

You will be prompted to confirmation screen: Click View Ticket details

Step 11:

Save the Repair Ticket Details as a PDF and send it to the Help Desk Support Agent assisting you with the warranty process.

Click Print.

Click Confirm

Under Destination/Printer, select Save to PDF

Save the file where you can easily find it then send the PDF to the help desk agent assisting you via our help desk.

Step 12:

Once we see the warranty process started, accounting will calculate shipping and invoice over. Once paid, you will receive your tracking number(s) via help desk support. so you can go back and edit ticket details.

You will receive the invoice via email from info@stellarforgemining.com. If you do not see in your inbox please check your spam folder.

Note: You have 7 days to update the logistics information after the Bitmain repair ticket has been created.

Step 13:

Once you receive tracking make your way back to repair ticket on Bitmain.

Click on the profile icon on the top right of the home page and go to User Center. (sign in if needed)

On the left side of the page, under After-Sales Service, select My Repair Ticket.

Select the Ticket ID.

Click Edit.

Update Logistics Information with the tracking numbers provided from help desk support.

Note: It is important to submit your courier details as this may result in a longer turnaround time.

Accept the After-Sales Service Terms then Submit.

If Submit is greyed out after acknowledging after-sales service terms, you will have to reinsert device information, re-select facility and return logistics then submit again.

Step 14:

We've got it from here! We will prepare your unit for shipping and send it out.

Note: Stellar Forge Mining has no influence over repair time and turnaround times are based solely on the certified repair facilities.