What should I do if I think my Droplet is faulty?
If you suspect that your Droplet is faulty, please follow the process below. Only SwitchDin Support can confirm whether a Droplet is faulty.
How to Identify a Potentially Faulty Droplet
You may have a faulty Droplet if you experience any of the following:
Power issue: The Droplet is connected to power, but the power light is not green.
Network issue: The Droplet is connected via Wi-Fi or Ethernet, but the iNet or Wi-Fi indicator lights are not blinking.
If you are experiencing either of these issues, proceed to Step 1.
Step 1: Try Troubleshooting First
Before contacting Support, we recommend trying some basic troubleshooting steps. If you have a Droplet Plus, please refer to our Troubleshooting an Offline Droplet Plus guide.
If the issue persists after troubleshooting, proceed to Step 2.
Step 2: Contact SwitchDin Support
Please report the issue to SwitchDin Support with as much detail as possible, including your Droplet ID. If you’re unsure where to find this, see Where to find the Droplet ID.
Our team will assist with further troubleshooting to confirm whether the Droplet is faulty.
Please contact our Support team by submitting a Support Enquiry, or call +61 2 4786 0426.
Step 3: Await SwitchDin Investigation
Our Support team will investigate the issue remotely, run diagnostics, and advise you on next steps. In many cases, issues can be resolved without needing to return the device.
Step 4: Returns Process
If SwitchDin determines that the Droplet needs to be returned for further investigation, we will send out a returns package to your address. In this case, we will require the following details:
- Full Name
- Shipping address
If your Droplet is within its warranty period, we will repair or replace the device at no cost. If the warranty has expired, our team will discuss options with you, which may include repair costs or purchasing a replacement.
Important Notes
✅ Only SwitchDin Support can declare a Droplet faulty — please do not dispose of or replace the device without confirmation.
✅ Providing detailed information and your Droplet ID when reporting the issue will help us resolve it faster.
✅ For warranty details, see What is the warranty on a Droplet.