Roborock support center
Model-specific downloads, troubleshooting and regional support contacts.
Choose your purchase country and product. Contact options and eligibility vary by market and seller.All brands
INDEPENDENT CONSUMER SUPPORTProduct brand
Roborock support & feedback
Get help with Roborock robot vacuums, RockDocks and floor cleaners, find official service routes and share your experience with JetonTrack.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
The brand’s regional team can assess product faults and warranty requests. The original seller handles its order, return and refund process. Identify the product variant, seller and country before requesting service; coverage is not automatically worldwide.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
Roborock support request
Official message form for a product or service case.
Choose your purchase country and product. Contact options and eligibility vary by market and seller.Sources checked:
Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
My Roborock loses its map or cannot join Wi-Fi. What should I provide?
Provide robot model, app version/region, network setup without passwords and when the map changed. Save relevant screenshots before resetting and ask support which connection or map procedure fits your model.
My RockDock does not empty dust or wash the mop. What matters for diagnosis?
State both robot and station models and distinguish emptying, washing, filling and drying. Include the exact alert and maintenance history; these functions differ by dock, so request guidance for that combination.
How do I request Roborock warranty or repair service?
Provide the model, serial number, proof of purchase and fault evidence through the official route below. Ask the regional team to confirm eligibility, any assessment charge and the approved repair or replacement process before dispatch.
I need to return my Roborock purchase or follow up a refund. Who handles it?
Open the original order with the seller. Explain whether this is a product fault, unwanted purchase or delivery problem, as the route can differ. Keep written return approval and tracking; ask the seller separately about receipt and refund status.
Before you contact support
- Exact model, serial number, seller, purchase country and receipt.
- Robot and RockDock model, app/firmware, spoken or displayed error and cleaning stage.
- When the issue began, the checks already attempted and an existing service reference. Keep passwords and verification codes private.
- For a return: the seller’s approval, packing instructions, label and dispatch receipt. Ask for instructions before sending equipment.