SEND US A SUPPORT REQUEST

    Please note: For standard shipping: If it has been less than two weeks (EU) or 3 weeks (non-EU), please wait a little longer. Slight delays have been more common with international orders since April 2020.

    Please search your emails, including your spam folder, with "Foolography" if you are unsure of the order status. We send one upon receiving your order and another one when your order has been shipped.

    Has your order been shipped?

    If it has been more than 2 or 3 weeks (see above), perhaps something has gone wrong in the delivery of your order. Please write us a message below and we'll investigate it.

    Please note: we ship orders once a week to reduce the number of people in the office. If it has been less than a week, please wait just a tiny bit longer – your order will be on its way to you soon. Thank you for your patience!

    If you’ve placed a pre-order order with us, we thank you for your patience thus far. Please also check out our pre-order updates page for the status of your order. We always update it as soon as we hear from our production partners.

    If you need an address change, want to adjust your order or need any other assistance, please write a us a message below.

    Please check that our emails haven't landed in your spam folder. If you haven't received any emails from us so far (no order confirmation, invoice or shipping notice) the most likely issue is that the email address that you gave us during the order process contained a typo. In this case or any other cases, please write a us a message below.

    Please note: If your camera has a micro-USB 3.0 port (Canon 5D Mk IV, Nikon D800, D850 etc.), the Unleashed/supplied micro-USB cable fits in the lower half of the socket as illustrated below.

    If you need further visual instructions please refer to this video.

    If the Unleashed/cable you received is of the wrong type, please upload a photo of it here:

    Limit: 2 MB

    We sincerely apologize for this inconvenience and will get back to you as soon as we can!

    Note: the Unleashed is so small that some customers have overlooked it before. Please refer to the product images on our website to confirm you have received the Unleashed.

    If part of your order (cable or second cable/Unleashed) is missing, please let us know.

    (Required) Please upload a photo everything you received in the shipping envelope/box (products and packaging):

    Limit: 2 MB

    We sincerely apologize for this inconvenience and will get back to you as soon as we can!

    Thank you in advance for your feedback!
    We will refund your order shortly.

    Thank you in advance for your feedback!
    We will refund your order shortly.

    Thanks in advance for your feedback!
    We will refund your order shortly.

    (Required) Please upload a photo of the damaged product and packaging.


    Limit: 2 MB

    If you wan to return your Unleashed because it is not working as it should, please look through the topic "Technical issue/bug" first in case you're running into a known issue that we can help you overcome.

    Once our team has registered your return request, we will send you the return instructions via email. Please be sure to follow these instructions very closely especially if you are returning an order from overseas. If items are not correctly declared as return/repair shipments, they will get stuck in customs and we cannot retrieve them. They will thus be automatically returned to you after the holding period. To avoid this, please declare your return according to the instructions and include the necessary documents (attached to the return information email).

    We're sorry to hear that you are having issues with your Unleashed. Please input the requested information in the following fields as this will help greatly with finding the solution faster.


    (App menu → Unleashed icon in bottom left → tap on your Unleashed → at the top: “Serial Number 012345”)


    (App menu → (i) → About)


    (App menu → Unleashed icon in bottom left → tap on your Unleashed → tap "Firmware")
    Please perform any pending updates, too.

    The Unleashed only needs to be paired in the Unleashed app (not in your phone or camera settings) as per this video tutorial. In case you somehow managed to pair the Unleashed in your phone settings, please unpair it there first before trying again in the app.

    Please first make sure your camera is on.

    Granting the app the requested Bluetooth and location/GPS permissions is necessary for pairing and establishing the connection.

    For iOS GPS/Location needs to be set to “Always” (“While Using the App” is not enough!). To do this, go to your phone's system settings → scroll down to the Unleashed app → tap location → tap "Always".

    For Android:

  • Long press Unleashed app icon → App Info → App Permissions → Location Permission → Allow while using the app
  • Or: (System) Settings → Apps → Manage Apps → Unleashed → App Permissions → Location Permission → Allow while using the app
  •  

    I made sure I've granted the app all the necessary permissions for Bluetooth and Location.

  • Yellow: Indicates that there are no active connections. The Unleashed is ready to be connected.
  • Turquoise: Indicates that the Unleashed is connected to a phone.
  • Red: In firmware update mode but not connected. Red blinking: error.
  • Blue: Connected and in firmware update mode (update not in progress). Blue blinking: firmware update in progress.
  •  
    Can you try connecting to the Unleashed with a different phone?

    Does this second phone have a different operating system than the first one you tried it with?

     

    The Unleashed only needs to be paired in the Unleashed app (not in your phone or camera settings) as per this video tutorial. In case you somehow managed to pair the Unleashed in your phone settings, please unpair it there first before trying again in the app.

    If you have already paired your Unleashed before (in other words, it's not your very first time using/pairing the Unleashed), please start by unpairing and re-pairing your Unleashed, as this often solves connection related issues effectively: In the pairing screen (App menu → Unleashed icon in bottom left) tap on the Unleashed/Camera → tap "Forget Unleashed" → pair it again.

    If this does not help or you are pairing your Unleashed for the first time, please go through the steps below.

    First make sure your camera is on – if everything is working normally the Unleashed LED should show a yellow/orange pulse.

    If the LED is turquoise, the Unleashed is already connected to this or possibly a different phone. If the settings are greyed out, please select the issue "Unleashed is connected but settings are greyed out" from the drop-down menu above. If you find that that issue does not reflect the issue you are facing, feel free to return to this one again.

    In the PHOTO screen, there is a dot at the top left above the camera settings.

    What color is this dot?

    What does it say beside the dot?

    Ex.: "Z7 II" or "007284"

    If it says either your camera name or Unleashed serial number beside it, your Unleashed is in fact connected but the settings are greyed out for one reason or another. Please select the issue "Unleashed is connected but settings are greyed out" from the drop-down menu above.

    If it says "Virtual Unleashed", it means your Unleashed is temporarily disabled in the app. Please go to the pairing screen (App menu → Unleashed icon in bottom left) and make sure to toggle the switch on the right side of your Unleashed so it is in the "on" position (yellow). Only then can it actively establish a connection to your phone.

    If switching it on doesn't fix the connection issues, tap on the Unleashed/Camera → unpair (tap "Forget Unleashed") → pair again.

    Please go to the pairing screen (App menu → Unleashed icon in bottom left) and make sure to toggle the switch on the very right so it is in the "on" position (yellow). Only then can it actively establish a connection to your phone.

    If switching it on doesn't fix the connection issues, tap on the Unleashed/Camera → unpair (tap "Forget Unleashed") → pair again.

    Please start by unpairing and re-pairing your Unleashed, as this often solves connection related issues effectively: in the pairing screen (App menu → Unleashed icon in bottom left) tap on the Unleashed/Camera → tap "Forget Unleashed" → pair it again.

    If this does not help, please go through the steps below.

    In the PHOTO screen, is there a turquoise dot at the top left above the camera settings?

    If there is a turquoise dot, what does it say beside it?

    Ex.: "Z7 II" or "007284"

    If it says "Virtual Unleashed", please go back to the pairing screen (App menu → Unleashed icon in bottom left) and make sure to toggle the switch on the right side of your Unleashed so it is in the "on" position (yellow). Only then can it actively establish a connection to your phone.

    What color is the dot?

    If certain settings are greyed out, tap on them and carefully read the error message. It will usually tell you the reason and how, if possible, to change that.

    Tap on the Mode setting, then tap on other greyed out settings. What are the error messages in bottom half of the screen?

    File upload: error message screenshots

    Screenshots are always preferrable, but if this is not possible for you please type out them out below.

    Does the camera behave as if the shutter is button half-pressed? This is indicated by a smaller inner circle in the trigger in the app and (on Nikon) the camera top LCD will show [r23] (or similar) instead of [1.8k].

    Please make sure your cable isn't reversed. On the Unleashed N1 the cable should point away from the lens. On the Unleashed N2, the cable is plugged into the top of the Unleashed with the cable/right angle plug pointing out towards the front of the camera.
    File upload: screenshot of app and/or photo of top LCD

    If you are testing the Unleashed (perhaps for the first time) and it isn’t triggering, please make sure your camera is not pointed at a blank wall or something else that it can’t focus on. This will prevent the Unleashed from triggering, just as your camera won't trigger when it can't focus on anything.

    Does the camera behave as if the shutter is button half-pressed? This is indicated by a smaller inner circle in the trigger in the app and (on Nikon) the camera top LCD will show [r23] (or similar) instead of [1.8k].

    Please make sure your cable isn't reversed. On the Unleashed N1 the cable should point away from the lens. On the Unleashed N2, the cable is plugged into the top of the Unleashed with the cable/right angle plug pointing out towards the front of the camera.

    File upload: screenshot of pressed trigger and/or photo of top LCD

    Is an SD-card inserted & not full?

    Is the shutter button in the app greyed out?

    Please tap the shutter button and note the error message it displays.

    When you set to your camera/lens to manual focus, does it trigger from the app?

    For all Canon users: Please make sure to keep your camera “awake” by half-pressing the shutter button of the camera every ten seconds or holding it during the entire update (1-2 min). This is necessary for the Unleashed to get power. If you do not do this, the update will be interrupted and fail.

    Is your serial number between 3825-3849 (for N2) or 3650-3749 (for C1 or C2)?

    When programming the firmware onto the production batch that includes your serial number we had an issue we caught a little too late. All tests passed, and your Unleashed worked flawlessly, but there was one thing we did not test: updating the firmware over Bluetooth. The latest firmware is always programmed during production, so this is not usually necessary. Unfortunately, we found out that your Unleashed will probably not be able to update. This does not mean Your Unleashed is broken – but you'll need to send it in to us so we fix this issue and update it for you. Please submit this support request and we'll get back to you with instructions for returning it.

    We sincerely apologize for this inconvenience and will get back to you as soon as we can!

    Is your serial number below 4500 (N1/N2) or below 3650 (C1/C2) and your Unleashed's LED is blinking red?

    Put your Unleashed in the freezer for 20 minutes, then retry the update (as soon as possible after removing from freezer). We know this sounds weird, but it has a scientific explanation and it works 99% of the time. If it doesn’t work the first time, please try it a couple more times.

    If the above two questions don't apply and your update fails repeatedly, first try deinstalling and reinstalling the Unleashed app, reconnect the Unleashed and try updating it again.

    If the update still doesn't work, please upload a screenshot of the firmware screen of your app and give a short explanation of the issue below.

    Screenshot of the firmware screen:

    Limit: 2 MB

    Are you having this issue while using a Canon 5D Mark II, 60D/60Da, 500D, 550D, 600D or 1100D?

    On some older cameras (Canon 5D Mark II, 60D/60Da, 500D, 550D, 600D or 1100D) geotagging is not possible, even with other accessories – the Unleashed can't get around this limitation either, unfortunately. These cameras were released one or two generations before the first cameras that were able to support this feature. We indicated this difference on our compatibility list, but nevertheless we apologize if this comes as a surprise. If you have another compatible camera, we hope you can use your Unleashed for geotagging on that one instead.

    Does your camera have built-in GPS?
    ?

    If your camera has built-in GPS, please check if you can switch from internal to external GPS in the camera menu. To use the Unleashed, switch it to external.
    Some Canon cameras do not support geotagging from external sources. In those cases, the Unleashed app will show the current GPS setting of your camera instead.

    Are you using an external bluetooth GPS device?

    Please make sure that the “Allow Location” permission is granted in your phone settings.

    For iOS it needs to be set to “Always” (“While Using the App” is not enough!). To do this, go to your phone's system settings → scroll down to the Unleashed app → tap location → tap "Always"

    For Android:

  • Long press Unleashed app icon → App Info → App Permissions → Location Permission → Allow while using the app
  • Or: (System) Settings → Apps → Manage Apps → Unleashed → App Permissions → Location Permission → Allow while using the app

  • If only some of your photos are being geotagged but your permissions are granted, there is likely nothing wrong with the geotagging feature itself. Please refer to the information on GPS priority in this FAQ/video tutorial (points 5 & 6) and change your settings accordingly.

    If there is an issue with geotagging the Unleasheds LED will blink red between its normal sequence and in the app the GPS icon will be red. In the top right corner there will be an error icon that you can tap that will tell you what is wrong.

    If you keep getting errors related to accuracy, please go to "Unleashed Settings" (App menu → Unleashed icon in bottom left → tap on your Unleashed → tap on Unleashed Settings) and reduce the GPS accuracy threshold.

    If the suggestions above don't fix the issue, please make a screenshot of any geotagging related error messages and upload them here:

    Limit: 2 MB

    Please first make sure the photo review switch is in the “on” position and, if you are using a Nikon, your cable is plugged in correctly. On the Unleashed N1 the cable should point away from the lens. On the Unleashed N2, the cable is plugged into the top of the Unleashed with the cable/right angle plug pointing out towards the front of the camera.

    To check whether USB cable is working, please answer the following questions:

    Is the metering icon in the app greyed out?


    E.g. “Metering is unavailable. USB is not active."

    To rule out that your camera's port is defective, connect your camera to a computer with tethering software (Lightroom, Nikon Capture, Sofortbild or Nikon Webcam Utility), if possible with a USB 2.0 cable, e.g. with a micro-USB cable (such as smartphone a charging cable) and if necessary the according adapter. If the port turns out to be defective, you won't be able to use the functions the cable offers, including photo review.

    Here are some more suggestions:

  • Try pulling out the USB cable of the top of the Unleashed ever so slightly and see if that helps. 0.5mm or less should be enough.
  • Turn off USB power in your camera.
  • If your cable is USB-C, try plugging it into your camera rotated by 180º.
  •  
    If none of the above works, please upload a screen recording showing the issue:

    Limit: 4 MB

    Which algorithm are you using?

    Please upload screenshots of your initial settings (also day limits & night limits):

    Limit: 2 MB

    If you use LRTimelapse software, please upload a screenshot of the luminance curve:

    Limit: 3 MB

    If you have a question about the Unleashed that we did not answer on our product page or in our FAQs, please let us know!

    If you haven't yet checked out our resources, we highly recommend doing so it as they you may help you find your answer quicker:

    Unleashed '22 compatibility list

    Unleashed '18 compatibility list

    FAQs and video tutorials

    Are you having a technical issue with your Unleashed?

    If you are having a technical issue with your Unleashed, please select "Technical issue/bug" from the topic drop-down menu instead, so we can gather all the necessary information to solve your issue as quickly and efficiently as possible. Thank you in advance for your effort!