It is the same device and it gets the same support and the same warranty from us, wherever you bought it.
The enclosure or the bundle can look different. Units supplied through schools, ClassWallet and resellers are sometimes packaged differently from the photographs on our webshop — a different case, or a different mix of accessories. That is a packaging difference, not a different product.
If an app does not recognise your device, send us a photo of the board with the casing off, along with your order or purchase-order number. Board revisions differ over time, and the photo is what lets us identify which one you have and tell you what it needs.
Support and warranty claims come to us. Message us here, or email [email protected], with proof of purchase — an invoice, a purchase-order number, or whatever your school or reseller gave you. The warranty terms are the same ones in Do your kits have a warranty?.
Returns and refunds go back to whoever sold it to you. We cannot refund a purchase we did not take payment for, so if you want to send something back, that goes through the school, ClassWallet or the reseller.
If you are not sure which of those applies, message us here and describe how it was bought. We will point you the right way.
Where is my order?
We cannot look up an order we did not take the payment for. ClassWallet, school and marketplace order numbers look different from ours: usually longer, and starting with letters — for example SAS6847926. A CircuitMess webshop order number is 5 or 6 digits, sometimes shown with a # in front.
If your number is the first kind, tell us the number anyway and a colleague will contact the seller and come back to you with the real status. Please do not take "we cannot find it" to mean your order does not exist — it means the order lives in the seller's system rather than ours.