Support Update
2 months ago
– Wed, Jan 21, 2026 at 10:16:43 AM
Hi Backers,
To keep support fast and organized, please do not post support issues in Kickstarter comments or send us direct messages. Instead, email [email protected] with any concerns (tracking, delivery, product questions, quality, etc.).
We are currently seeing higher than normal message volume, but we are answering every request as quickly as possible. Sending everything to the support inbox helps us respond faster and make sure nothing gets missed.
Backer Support Questions
2 months ago
– Mon, Jan 19, 2026 at 02:48:39 PM
Hi everyone,
First off, thank you again for backing SolidSafe and supporting this launch.
I wanted to share a quick support update. A small number of backers have reported issues after receiving their units. While we stand behind the quality of SolidSafe, early production runs can occasionally have a few units that need extra attention, and we want to handle those cases quickly and professionally.
If you’re experiencing any issue at all (charging, display behavior, dock behavior, etc.), please email our support team directly at:
[email protected]
Also, if your shipment looks lost, stuck, or your tracking hasn’t updated for an extended period, please reach out as well so we can investigate with the carrier and make sure you’re taken care of.
Please note: Kickstarter/BackerKit comments can sometimes get missed. Emailing support ensures your request is logged, tracked, and handled as fast as possible.
To help us resolve things as fast as possible, please include:
- Your backer number or order number
- A short photo or video of the issue (if product-related) with a photo of the serial #
- (If relevant) the charger/wattage you were using
- Your shipping address confirmation (if shipment/tracking-related)
We are actively monitoring support and will work to resolve issues quickly, including replacements when needed.
Thank you again for supporting SolidSafe from day one. Our team will make sure you’re taken care of.
Best,
Barry
Tracking updates
3 months ago
– Sat, Jan 03, 2026 at 12:03:31 PM
Hi Backers,
I hope you all had a wonderful Holiday Season.
I know many of you are still wondering why some tracking numbers have not updated yet, so I wanted to follow up on our previous update with a bit more clarity.
As shared earlier, orders for the U.S., U.K., and Europe have been prepared and are in the export process. Tracking numbers were generated starting December 19 when shipments were released and queued for processing. At this stage, some tracking links may still show no updates because export clearance and carrier handoff have not yet completed for the full shipment.
Some regions, like Singapore, moved on smaller regional shipping lanes and cleared earlier, which is why those packages have already delivered. U.S. and Europe orders are part of a larger consolidated shipment, and tracking will begin updating once that export step is finalized and the shipment is handed to the international carrier.
There was also a public holiday period in China last week, which temporarily slowed export processing and document review and added some delay at this stage.
We understand how frustrating it is to see a tracking number without visible movement. We are monitoring the shipment as a whole and pushing for confirmation on export clearance and carrier handoff. We will post another update as soon as tracking begins activating.
Thank you for your patience. Waiting without visibility is the hardest part, and we appreciate you bearing with us while this final export step is completed.
The BMX Team
Shipping & Tracking Clarification
3 months ago
– Tue, Dec 30, 2025 at 09:10:44 AM
We want to clarify the tracking delays some backers are seeing.
For U.S., U.K., and Europe orders, shipments are prepared and in queue for customs processing. Due to the Christmas holiday in Hong Kong, customs and warehouse operations were briefly paused, which added about ~3 days to normal processing.
Important tracking note:
At this stage, tracking may show no updates. This is expected because packages are still waiting for the next official pickup or processing scan. Tracking will begin updating once that step is completed.
Other regions are not affected and are moving as normal.
We’re actively monitoring shipments and continuing to push on our side to keep everything moving. If your tracking looks unusual or hasn’t updated after this window, please let us know so we can step in immediately.
Thanks for your patience.
The BMX Team
Happy Holidays | Your Shipment Is on the Way
3 months ago
– Fri, Dec 26, 2025 at 10:07:30 AM
We wanted to share a quick update and a sincere thank you.
Over 1,200 backer orders have now shipped. If your order is included in this wave, you will receive your tracking number directly via BackerKit as carriers finish scanning and processing shipments. You may see initial tracking activity originating overseas, as part of this first wave is being shipped by air to keep orders moving without further delay.
A few important notes to help set expectations:
- If you were a late pledge, filled out your survey later, or have a microSD model in your order, your shipment will go out in a later wave.
- If you have not yet completed your BackerKit survey, please do so now. Orders cannot ship until the survey is finalized.
- If you completed your survey and your card was charged but you do not yet see tracking, your order is queued and will ship this weekend or Monday, with tracking sent via BackerKit once it goes out.
We know many of you were hoping to have your order in hand before the holidays. We appreciate your understanding that not all orders could be delivered in time, and we’re grateful for your patience as we worked through the final production and fulfillment steps.
Thank you for believing in what we’re building and for sticking with us through the early days. We’re excited to have SolidSafe on the way to you.
Wishing you and your families a safe, warm, and happy holiday season.
The BMX Team
