Atomos Service Center
We know how important your gear is.
Most Atomos products will run for years without issue. But if something does go wrong, you can be assured that we are here to help you get back up and running as quickly as possible.
Start by contacting our support team and raising a ticket. We will work with you to understand the issue and see if it can be resolved quickly. If your monitor, or monitor-recorder, needs inspection or repair, we will guide you through the next steps.
Warranty
Every Atomos monitor and monitor-recorder includes a two-year warranty, provided the product is registered within three months of purchase.
If your product is within warranty, and confirmed to be faulty, we will repair or replace it and return it to you as quickly as possible.
Accessories and batteries are covered for one year. LCD and TFT panels are also covered for one year. If you are experiencing dead or stuck pixels, we will assess the panel and arrange repair or replacement where applicable.
Important points:
- The warranty applies to the original purchaser
- Proof of purchase is required.
- Warranty service is handled through the region of purchase. If there is a logistical reason why you can’t do this, please contact us and we will try to help.
- If you purchased through an authorized reseller, please contact them first. They can assist with the return process and may be able to offer additional support. If you purchased directly from the Atomos online store, you can contact us directly.
Our goal is simple: to resolve the issue and get you back to work.
Warranty claim process
How the warranty process works:
- Raise a support ticket and describe the issue.
- Our support team will troubleshoot with you.
- If the product needs inspection, we will issue an RMA number and provide shipping instructions.
- Once received, we will assess and repair or replace as required.
Out of warranty – don’t worry, we can help!
If your product is outside its warranty period, we can still help. In many cases, we are able to repair the unit at one of our regional repair centers.
A standard service fee applies to all out of warranty repairs. This covers inspection, labour and testing. Replacement part costs are listed below.
If repair is not practical or not economical, we may offer you the option to purchase a new product at a discounted price.
Repair cost guide
Below is a guide to typical component replacement costs for common models. Final pricing will be confirmed after inspection.
Sumo
Ninja
Shogun
Shinobi
Legacy Products
Shogun Inferno
Ninja Inferno
Shogun Studio 2
Shinobi
Zato Connect
Trade-in and upgrade options
If your product is outside warranty and a repair is not practical, we may offer you the option to purchase a new Atomos product at a discounted price.
You are not restricted to the same model. You may choose a different Atomos product if you prefer.
This offer is provided in the form of a coupon code for use on the Atomos online store. The original unit must be returned as part of this process.
Customers outside the listed territories should contact their local reseller for assistance.
Service locations
We operate regional service centers to support customers globally:
- United States
- Europe
- Hong Kong
When returning a product, please follow the RMA instructions provided by our support team.
Frequently Asked Questions
How do I extend my warranty?Â
Go to my.atomos.com and register your product. Make sure you do this within 3 months of purchase.Â
What other benefits are there to registering my product?Â
Upon registration, you also receive 20GB of cloud storage on ATOMOSphere, our online platform for media back-up, camera-to-cloud workflows, file sharing, review & approval, and more. You also enjoy preferential pricing on our online store.
What if I sell my product, can I transfer the warranty?Â
No. The warranty applies only to the original purchaser and is not transferable. Â
How do I claim warranty?Â
If you bought your product from an authorized Atomos reseller, get in touch with them and they will guide you through the process. If you purchased directly from the Atomos web store, simply submit a support ticket on atomos.com. In both cases, proof of purchase will be required. Once your request is approved, you will be given an RMA number, either from the reseller, or from Atomos directly.Â
Can Atomos repair products that are out of warranty?Â
Yes, out of warranty repairs can be facilitated at our Service Center in Hong Kong, or by one of our regional service centers. Visit the service page to find the service centre closest to you.
Do I need to include any accessories when returning my product?Â
Only if you’re specifically asked to include them as part of your RMA instructions. In most cases, it will suffice to just send the product itself.Â
Will the serial number remain the same after replacement?Â
Replacement units come with a new serial number and are covered for the remainder of the warranty period.Â
Who do I contact if I have questions during this process?Â
Simply submit another support ticket, using your RMA number as a reference.Â
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