Device arrived and worked until the battery went dead. Had to take it apart as the battery was not connected to the charging port (common issue). Device no longer functions correctly, Temp and humidity are reading 9999 and pressure 985 and has been since 15/08/25, Have tried uninstalling / reinstalling app and letting the battery completely drain three times and recharge, still no different. Device diagnosis says there is nothing wrong. Tried on multiple devices 2 x ZTE Blade A54, 2 x Samsung Galaxy A12, a Samsung Galaxy A14 and most recently a Solana Seeker. Total time providing incorrect data 35 days and counting. I’m still earning points though.
So for those people who were curious I contacted support 20/9/25. I will include the email responses below. I have no further responses since 26/9/25.
I think I have scrubbed all personal info
Message in reverse order (newest first)
Hi,
Can you send out a replacement and let me know where/how to pay.
Thanks
From: Customer Service <customer@skyxglobal.com>
Sent: 26 September 2025 16:45
To: @outlook.com>
Subject: 回复: Faulty Device?
Hi XXXX,
Thank you for your message. You are correct — the issue is due to a sensor fault, and we agree it’s better to replace the device.
We can proceed with sending you a replacement from our Hong Kong warehouse. Please note there is a $40 shipping fee, and you may also need to cover any local customs clearance charges.
As an alternative, you may also choose to keep using your current device until the sensor issue starts to affect your rewards. In that case, you can request a replacement later.
Please let us know which option you prefer, and we’ll assist you right away.
Regards,
SkyX Support Team
发件人:outlook.com>
发送时间: 2025年9月25日 2:50
收件人: Customer Service <customer@skyxglobal.com>
主题: Re: Faulty Device?
Hi
I would rather have a device that is functional so if you could send a replacement that would be great.
Is it reporting correct temps etc to you guys or is it just repoting incorrectly on the app?
Address and Contact info Below
XXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXX
XXXXXX
XXXX
XXXXX
+000 00000000
@outlook.com
From: Customer Service <customer@skyxglobal.com>
Sent: 24 September 2025 20:08
To: @outlook.com>
Subject: 回复: Faulty Device?
Dear XXXX,
Thank you for your patience while we reviewed your device status. We’ve confirmed that your unit is currently online and successfully earning rewards.
Since the device is functioning within the network, a replacement is not required at this time — unless you would prefer us to arrange one. Please let us know how you’d like to proceed, and we’ll be happy to assist.
Regards
SkyX
发件人: No Name <XXXX@outlook.com>
发送时间: 2025年9月23日 17:10
收件人: Customer Service <customer@skyxglobal.com>
主题: Re: Faulty Device?
Serial No - XXXXXXXXXXXX
From: @outlook.com>
Sent: 22 September 2025 19:28
To: Customer Service <customer@skyxglobal.com>
Subject: Re: Faulty Device?
Hi,
In response to your first email
Device SN - No idea where to find this.
Full Name - XXXX
Account linked email Address -XXXX@outlook.com
The device is no longer responding to diagnostics it either times out or tells me it has a weak wifi signal even when next to the router (see attached photo).
In response to your second email
1 - No idea where to find this.
2 - Have tried the easy method at least 3 times, I'm not doing the hard mode again as I had to do not long after the device arrived in February.
3 - Device is still sending data contribution rewards to the app.
thanks,
XXXX
From: Customer Service <customer@skyxglobal.com>
Sent: 22 September 2025 17:10
To: @outlook.com>
Subject: 回复: Faulty Device?
Dear XXXX,
Thank you for your detailed update and for outlining all the troubleshooting steps you’ve already tried. I’d like to gather a bit more information so we can move forward:
Could you please share your device SN number?
Have you already tried both the Easy Method (drain battery fully, then recharge) and the Hard Method (video guide) on this device?
Even though the readings show incorrect values (9999/985), is the device still able to successfully upload data to the app and generate rewards?
Your answers will help us determine whether this is a hardware sensor fault or if the unit is still functional within the network. Once we know, we can advise on the next steps, including replacement if necessary.
Best regards,
SkyX Customer Support
发件人: @outlook.com>
发送时间: 2025年9月20日 2:57
收件人: Customer Service <customer@skyxglobal.com>
主题: Faulty Device?
Had a support ticket open on Discord with no response since 19/08/2025 #ticket-0534. Temp and humidity are reading 9999 and pressure 985 and has been since around 15/08/25, Have tried uninstall / reinstall app and letting the battery completely drain three seperate times now and recharge, still no different. Device diagnosis says there is nothing wrong. Tried on multiple devices 2 x ZTE Blade A54, 2 x Samsung Galaxy A12, a Samsung Galaxy A14 and most recently a Solana Seeker. Total time providing incorrect data 35 days and counting. Any ideas?
Regards
XXXX