Frequently Asked Questions
All common user questions are summarized here. If you can't find an answer, contact our support team: hello@shallxr.com
Which device systems does the product support?
This product fully supports Windows 10 and above, macOS 11 and above; for mobile devices, it supports Android 9.0+ and iOS 13.0+; it is also compatible with HarmonyOS 2.0 and above. No additional plugins are required, and it can be used immediately after connection.
Is there an expiration date after product activation?
No expiration date! The product is permanently licensed after activation, with lifetime free basic function updates and technical support. Only value-added services require separate payment (optional).
How to change the bound account of the product?
1. Log in to the "Personal Center" on the official product website; 2. Enter the "Device Management" page and find the bound product; 3. Click "Unbind" and verify your phone/email; 4. Log in to the product terminal with a new account and complete the binding again. Note: Each device can change the bound account a maximum of 2 times per month.
What to do if the product freezes or crashes?
Please troubleshoot step by step:
1. Check if your device meets the minimum product configuration requirements (RAM ≥4G, remaining storage ≥10G);
2. Close irrelevant background programs to free up system resources;
3. Update the product to the latest version (available for download on the official website/app store);
4. If the problem persists, submit logs in "Settings - Feedback" on the product terminal, or contact support for remote assistance.
1. Check if your device meets the minimum product configuration requirements (RAM ≥4G, remaining storage ≥10G);
2. Close irrelevant background programs to free up system resources;
3. Update the product to the latest version (available for download on the official website/app store);
4. If the problem persists, submit logs in "Settings - Feedback" on the product terminal, or contact support for remote assistance.
Does the product support 7-day no reason return and exchange?
Yes! Within 7 days from the date of product signing, if the product is free of physical damage, the packaging and accessories are complete, and the core functions are not used after activation (usage time ＜1 hour), you can apply for a no reason return and exchange. The round-trip shipping fee is borne by the merchant (except for remote areas).
What is the after-sales warranty period of the product?
This product provides a "2-year nationwide warranty" service. From the date of signing, for quality problems caused by non-human damage, you can enjoy free repair and accessory replacement services; for human damage (such as falling, water intake, disassembly), you can enjoy paid repair services, and the accessory prices are transparently published on the official website.
Can I use the product on multiple devices at the same time?
The basic license supports simultaneous use on 2 devices (1 computer + 1 mobile device). If you need to use it on more devices, you can upgrade to the family version or business version in the official mall, which supports 5 and 20 device logins respectively.
How to obtain the official product manual and technical documents?
You can download the latest version of the product manual, operation guide and technical data sheet in the "Resource Center" on the official website. You can also scan the QR code on the product packaging to get the electronic version of the document directly.
