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 in recent times.
Please search your emails, including your spam folder, for "Foolography" if you are unsure of the order status. We send an email 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 usually ship orders once a week. If it has been less than a week since you've placed your order, 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 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 input during the order process contained a typo. In this case or any other cases, please write a us a message below.
(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.
Please note that Unleasheds pre-ordered on Kickstarter and Indiegogo are not eligible for returns/refunds, as per our refund policy, explained here.
Please note that Unleasheds pre-ordered on Kickstarter and Indiegogo are not eligible for returns/refunds, as per our refund policy, explained here.
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).
First, follow the instructions outlined on the Getting Started page to alleviate any start-up trouble you may be having.
First make sure that you have the Unleashed plugged in correctly, paying close attention to the direction of the cable that comes with the Unleashed M. Looking at the front of the Unleashed, with the logo toward you and the socket at the top, plug the cable into the the Unleashed so that the cable points toward the
right for the Unleashed N1 (round plug on the back) and Unleashed M (magnetic USB plug on the back)
left for the Unleashed N2 (rectangular plug on the back)
Next, follow the instructions outlined on the Getting Started page to alleviate any start-up trouble you may be having.
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?
First make sure that you have the Unleashed plugged in correctly, paying close attention to the direction of the cable that comes with the Unleashed M. Looking at the front of the Unleashed, with the logo toward you and the socket at the top, plug the cable into the the Unleashed so that the cable points toward the
right for the Unleashed N1 (round plug on the back) and Unleashed M (magnetic USB plug on the back)
left for the Unleashed N2 (rectangular plug on the back)
Next, follow the instructions outlined on the Getting Started page to alleviate any start-up trouble you may be having.
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.
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 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. Should the update get stuck, wait at least 30 seconds before trying anything else – most likely it will continue on its own. Should it get stuck or not continue, please close the app completely, reopen it and try the update again.
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.
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?
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
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.