Hi, how can we help?

The model of device that is provided to Merchants is called Sunmi V2. Below is a guide on how to use the device for the first time:

Step 1: Please charge the device for 3 hours upon receipt before proceeding to the next step

Step 2: Press the power key button for 2 seconds

Step 3: Select English as preferred language

Step 4: Select timezone

Step 5: Start configuration

Step 6: Enter the system

Step 7: Login to ShopeePartner App

If you are having trouble with your device, please try the below steps: 

1. Please take note, short press for 2 seconds the power button to wake or lock the device. Long press for 6 seconds the power button is to turn off or reboot the device.
2. You may use USB Type C to recharge the device. If the battery is empty, you may need to charge at least 1.5 hours before using it.
3. If you notice the device is faulty or damaged: 
4. Check signal bar on the right-hand upper corner (compare to the previous event)
5. Perform soft reboot on the device
6. Reinsert sim card to another device to check if the sim card is faulty
7. If the issue still persists, please report the device so our technician will collect the device for further checking. The process might take up to 7 working days. 

For further information or guidance, please reach out to our Customer Service Team via Chat and provide the below information: 

1. Merchant name:
2. Merchant address: (address to collect the device)
3. Device serial number: (if any)
4. Video recording of error face/ shown:
5. Active phone number/ email address:
6. Date/ time issue happened:

Note: Merchant will be responsible for repair costs if it is damaged due to Merchant's negligence