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Contact FAQ
Provide this information with your message for a fast resolution:
The HDMI device in use — e.g. Xbox, PS5
The TV model
The Virtual ID — App › Sync Box › Device Information › copy
A short video of the issue
“On its way”, “Awaiting item” or “Sender has despatched item” means the order is in transit and on track — the tracking link updates as it moves. Orders process within 1–3 business days, then usually ship the next business day.
Tracking link not working — track the order directly
5+ business days past the ETA — contact support to investigate
Isolate a Sync Box issue first:
Try an alternative HDMI device
Reduce the resolution, or switch color format — Dolby Vision, HDR, SDR
Use the provided HDMI cable, then try alternatives
Adjust TV settings that may interfere
With an AVR or soundbar, try a setup without it
LED strip issues: confirm a 16:9 layout, cut the strip before first power-on, and photograph any half-lit strip for support.