My kit was a gift — how do I get support when the order isn't in my name?

You get exactly the same help as the person who bought it — you do not need to be the one who placed the order.

The easy route: ask the giver for the order number (How do I find my order number? shows where it lives) or just the name and email address they ordered under. Any of those usually lets us find the purchase. If the kit came through a school, ClassWallet, a reseller or a marketplace, send us the order number exactly as it appears and we will follow it up with the seller.

If asking would spoil something, or is not possible: email [email protected] with what you do have — which device it is, what is wrong, photos or a short video, and where and roughly when it was bought. What do I do if my device is defective? covers what makes a report easy to act on. We can usually locate the order from a giver's name or email address, and we will tell you if we need anything more.

Two reassurances worth having: the warranty runs from the purchase date and the order details serve as proof, whoever unwrapped the box — see Do your kits have a warranty? — and it does not matter where the kit was bought; support comes from us either way, as covered in Devices bought through a school, ClassWallet or a reseller.