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Support

If you need any help using your Neo smartpens the quickest way is to use our FAQ pages as most common answers are updated there.  If you are still stuck don't worry, help is at hand !    

 

General support issues/enquiries:

You can email us here at support@thesmartpenshop.com and we will usually respond the same or next day (Mon-Fri). We handle all support for products sourced from us. Unfortunately, if you bought from elsewhere, in the first instance, please contact your original supplier. Refer to their support pages or if they are unable to provide support, you can contact NeoLABS directly here

Warranty Claims:

In the unlikely event of problems with your Neo smartpen sourced from us, first try to resolve the issue by using the excellent NeoLAB Support pages, which can be found at NeoLAB Support.

We'll ask you to do this if not already done so, as this is part of the manufacturer's warranty claim process.

Then, if the problem is not resolved, please email us at support@thesmartpenshop.com, stating your order number (it begins BL followed by 4 digits), as much detail on the issue as possible and your contact details (if different).  

Other sources of help and support: 

Lastly, as well as the NeoLABS support pages, the M1 user manual or N2 user manual are also available to help.