Encountering problems while using

SMSL Audio • Technical Support

Encountering Problems While Using?

Please follow the instructions below to find the correct support channel and resolve your issues efficiently.

⚠️ Important Warranty Notice

SMSL products are sold through numerous authorized distributors worldwide. For warranty and after-sales service, you MUST contact the original platform/seller where you placed your order. The SMSL brand manufacturer does not accept direct personal warranty claims. SMSLSHOP only provides after-sales support for orders placed directly on this specific website.

Troubleshooting Guide
STEP 01

Find Your Designated Support Channel

Certain models are exclusive to specific distributors. Enter your model name below (e.g., AO300, SU9) to instantly retrieve the correct contact email.

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STEP 02

Prepare Your Diagnostic Information

To help engineers pinpoint the problem immediately without round-trip delays, please describe your setup in your email:

🔌 Input & Output Ports Specify ports used (USB, Optical, Coaxial, Bluetooth / XLR, RCA, 4.4mm, 6.35mm).
💻 System & Source Gear OS (Windows 10/11, macOS, Android, iOS) and connected Headphone/Speaker model.
💡 Pro Tip for Fastest Resolution: Recording a 1 min video of the issue and uploading it as an unlisted YouTube or Google Drive link allows R&D engineers to diagnose and provide a one-shot solution.
STEP 03

SMSLSHOP Direct Contact

If your model is standard and you purchased directly from SMSLSHOP.com, dispatch your details to:

Official Technical Mailbox: support@smsl.shop
Active Engineer Shift Hours:
🇺🇸 America (PST) 17:30 – 01:30
🇷🇺 Moscow (MSK) 04:30 – 12:30
🇩🇪 Germany (CET) 02:30 – 10:30
⚡ 60-Minute Reply Commitment: Emails sent during the active shifts above are typically replied to within 60 minutes.
🌙 Emails sent outside these windows will be answered the next business day.
DIRECTORY

Authorized Distributors Contacts

Can't find your model? Contact your original seller directly using the directory below.