FAQs

INNOCN FAQs

To check order status and for cancellations

Use the Live Chat

CST 9:00-18:00 (Monday -Friday)

For after-sales and technical concerns

US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com

Missing Accessory after receiving the product

Please contact INNOCN Customer Service for further assistance. You can get in touch with them at the following email addresses:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be able to assist you in resolving the issue and ensure that you receive the missing accessory as soon as possible.

Where can I find firmware updates for Monitor?

There are no firmware updates at this time, if there are they will be listed on the product page.

Are there Firmware Updates possible for 32M2V?

There are no firmware updates at this time, if there are they will be listed on the product page.

VESA. Wall mount

You can choose the right vesa bracket according to the size of the monitor vesa bracket, please note: If the vesa bracket you purchased does not include screws, you may need to purchase hexagonal studs.
If you need more assistance, please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

Refresh Rate for 27G1H

Hi, I bought the 27G1H monitor but when I use it, it says that the refresh rate is 60hrz. The website says it's 240hz. Is there a problem with my monitor or is it something else?
Please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

What is the best professional monitor for photography?

You can download the monitor specifications from the product page.
Check the resolution, the refresh rate and your port requirements. Use the live chat to confirm the type of monitor you chose from the list of our monitors.

What is the difference between #XXXX and #XXXX?

Use the Live Chat.

What is the difference between LikeNew and Openbox?

Open Box is a refurbished Item with 6 months warranty and this item has been tested to be in good working condition. No scratches on the screen. You might find scratches at the back of the device. Scratches are slightly at the back, less than 1cm. Accessories included are charger, type-c cable and stand. Item Box is moderately worn.
Like New is a refurbished item with 6 months warranty. This item has been tested to be in good working condition and works perfectly. No scratch on the screen and at the casing. All accessories are included and the item box is in good condition.

I ordered my TV and it didn’t come with a remote control.

Some monitors do not have a remote control on the monitor itself, please check the product sheet according to the monitor model provided by the customer. If the product list mentions a remote control as an accessory, it means it is in the packing list. Otherwise, it is not.
If you need further assistance, please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

I was looking to buy the INNOCN 15.6" 4K OLED Portable Monitor - PU15-PRE but I see on the picture that it's only 1080p. Is that just a mistake?

We apologize for the inconvenience. This will be updated on our website. The INNOCN 15.6" 4K OLED Portable Monitor - PU15-PRE has a resolution of 3840 * 2160 (UHD)

Where do I download the user manual guide?

Please reach out to our dedicated customer service teams at:
US: service@innocn.com
EU: support-eu@innocn.com
JP: service-japan@innocn.com
They will be more than happy to assist you and your concern will be handled diligently.

How do I adjust the brightness?

Portable monitor:
Step 1. Please press the power button of the monitor, a setting menu (On-display menu) will pop up.
Step 2. Press the up and down buttons to increase or decrease the brightness.
Step 3. Press the power button to confirm.
Computer monitor:
Step 1. Press any button to pop up the OSD menu.
Step 2. Press the 2/3/4 button to enter hotkeys for brightness setting/Volume setting/input switching.
Step 3. Press the up and down buttons to increase or decrease the brightness.
Step 4. Press the main menu button to confirm

Monitor OSD menu won't pop up

Please use the correct signal cable or Full-featured cable to connect the monitor to your device. Then press the power button and the OSD menu (On-display menu) will pop up. If no data/signal is entered into the monitor, the OSD menu will not pop up.

Can I watch a movie on my portable monitor?

Yes, please correctly connect with your device and monitor, and then please select "Movie mode" on the OSD menu. Movie mode for optimal viewing. Similarly, if you are reading with it, please select "Reading mode".

Always connected to an adapter?

If the monitor has a built-in battery, please remove the adapter when charging is complete. However, we kindly recommend that please connect the adapter if the monitor does not have a battery.

Do you offer extended warranties?

If you use the email address to access our official website, your monitor will automatically be covered by the warranty. If you didn't do so, please leave the order number and SN number on "contact us" page. We will help you register. Thank you!

Is there a customer contact number I can reach directly?

US Hotline: 855-669-0119 (PST 9:00 -17:00)

JP Hotline : 815050509696 (PST 9:00-17:00)

I wrote an email to your customer support a few days ago but haven’t received a response. What should I do?

Please feel free to contact our live chat for immediate assistance. Our support team is available to help you in real-time. Thank you for reaching out to us.

Hi I was wondering the status of my order

Our standard shipping timeline typically involves processing within 2 business days, followed by an additional 2 business days for tracking number updates. Once your item has been shipped, you can expect it to arrive within 7 days.

It shows that the product I’m ordering is available but it’s not allowing me to place the order.

If you encounter difficulties placing your order, it may be due to unavailability at the specified address. Please consider reaching out to our live chat support for further assistance.

Do you have any discount code for first time customers?

Yes, certainly. Kindly reach out to our live chat support for information on current promotions and available discount codes.

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FAQs