How do I return by BP2 for service

If you need to return your BP2 for service, please submit a ticket with our Global Help Desk via the following URL https://support.silentcircle.com/new for an RMA (Return Merchandize Authorization)Number.

  • Please choose and print out an RMA form (attached to https://support.silentcircle.com/kb/article/78-Sending-Your-Device-for-Service, if you got these instructions via email) and fill it out.
    • "RMA-(EN)" - English
  • If needed for Customs/UPS, please print out the "SGP Invoice REPAIR" form (attached to https://support.silentcircle.com/kb/article/78-Sending-Your-Device-for-Service, if you got these instructions via email), and fill it out:
    • Your contact information
    • The number of phones shipped
    • The total cost of phones shipped
  • We will send you a pre-paid shipping label when the return is for service under warranty. We will use the email and ship-to address from your order unless you tell us otherwise.
  • You will then need to:
    • Remove your SIM card and keep it!
    • Remove your SD card, if you have one and keep it!
    • Fill in the RMA # with your supplied number.
    • Mark the reason you are returning the device.
    • Add as many details as possible around the issue you are experiencing with your device. 
    • Fill in the last 4 digits of your IMEI number.
    • Fill in your purchase date.
    • Enter an email address and telephone number so we can contact you if required.
    • Enter the address you want your repaired device shipped back to.
    • Print out a completed form and put it in the box with the device.
    • Privacy is important to us so we will delete all customer data from your device once received. The data on a device is not kept on any of our servers so please back up any data you want to keep before sending your device to us.
    • When you put your device in a box, please use protective packing so the device is not damaged during transit.
    • In another email, you will receive a UPS label that you need to print out and place on the box to be returned.
  • When we receive the device, we will evaluate it and proceed from there based on the nature of the return, and RMA form.
  • Once resolved you will be notified and a replacement device will be shipped back to the address on the RMA.