Marcus Holbrook hosts six Antminer S21 Pros at his small mining facility in Vancouver, Washington. On a Tuesday morning in March, one of his units showed chain 2 at zero hashrate on the dashboard. Power supply checked out, network reachable, fans spinning normally. Just one of the three hashboards refusing to hash. The unit was 89 days old, well inside the 365-day Bitmain warranty.
Marcus did what most operators do. He logged into bitmain.com, found the Repair Request page, started a ticket with subject "S21 Pro hashboard problem," wrote a sentence saying the unit was broken, and submitted. Five days later he received a generic troubleshooting checklist asking him to verify firmware version, reflash via SD card, and confirm input voltage. None of which addressed the actual problem.
His ticket sat in the "needs more information" queue for another nine days. By the time it cleared and Bitmain assigned an AWB destination, three weeks of mining time had been lost. At April 2026 hashprice levels of $36.46 per PH/day, an idle S21 Pro at 234 TH/s loses approximately $8.50 in revenue daily. Three weeks: roughly $179 in opportunity cost on a single unit, before factoring in the inbound shipping he still owed. The repair itself, once executed, took 11 days total. The ticket processing time took longer than the repair.
Marcus’s experience is the rule, not the exception. The Bitmain repair process is genuinely well-documented in their support portal, but the documentation is fragmented across a dozen different articles, written for an internal-use audience, and assumes you already know which gates close at which step. Ticket rejection happens in five specific places. Approval happens consistently when the ticket is built correctly the first time.
What follows is the complete, sequenced walkthrough. Account access through dashboard tracking, with the warranty math behind each step, the five rejection triggers Bitmain documents in their official policy, and the description-field anatomy that determines whether your ticket clears in 2 days or sits in queue for 14. Across our 30,000+ hosted miners we file repair tickets weekly. The pattern is consistent enough to write down.
If you are still researching whether your specific failure is repair-eligible at all, the Bitmain official troubleshooting guide covers the four most common fault categories (no IP, no power, zero hashrate, low hashrate) before any ticket should be filed. Many issues are resolvable at home in 15 minutes without losing warranty coverage. The repair ticket is the path when those steps fail.
The complete flow: 13 steps in 4 phases
Bitmain’s repair ticket process is sequential by design. Each phase contains a gate that has to clear before the next phase becomes accessible. Skipping ahead is not possible because the interface itself enforces the order. The phases are:
> Account & Access (steps 1-3),
> Device & Address (steps 4-6),
> Ticket Submission (steps 7-11),
> and Tracking (steps 12-13).
Marcus did what most operators do. He logged into bitmain.com, found the Repair Request page, started a ticket with subject "S21 Pro hashboard problem," wrote a sentence saying the unit was broken, and submitted. Five days later he received a generic troubleshooting checklist asking him to verify firmware version, reflash via SD card, and confirm input voltage. None of which addressed the actual problem.
His ticket sat in the "needs more information" queue for another nine days. By the time it cleared and Bitmain assigned an AWB destination, three weeks of mining time had been lost. At April 2026 hashprice levels of $36.46 per PH/day, an idle S21 Pro at 234 TH/s loses approximately $8.50 in revenue daily. Three weeks: roughly $179 in opportunity cost on a single unit, before factoring in the inbound shipping he still owed. The repair itself, once executed, took 11 days total. The ticket processing time took longer than the repair.
Marcus’s experience is the rule, not the exception. The Bitmain repair process is genuinely well-documented in their support portal, but the documentation is fragmented across a dozen different articles, written for an internal-use audience, and assumes you already know which gates close at which step. Ticket rejection happens in five specific places. Approval happens consistently when the ticket is built correctly the first time.
What follows is the complete, sequenced walkthrough. Account access through dashboard tracking, with the warranty math behind each step, the five rejection triggers Bitmain documents in their official policy, and the description-field anatomy that determines whether your ticket clears in 2 days or sits in queue for 14. Across our 30,000+ hosted miners we file repair tickets weekly. The pattern is consistent enough to write down.
If you are still researching whether your specific failure is repair-eligible at all, the Bitmain official troubleshooting guide covers the four most common fault categories (no IP, no power, zero hashrate, low hashrate) before any ticket should be filed. Many issues are resolvable at home in 15 minutes without losing warranty coverage. The repair ticket is the path when those steps fail.
The complete flow: 13 steps in 4 phases
Bitmain’s repair ticket process is sequential by design. Each phase contains a gate that has to clear before the next phase becomes accessible. Skipping ahead is not possible because the interface itself enforces the order. The phases are:
> Account & Access (steps 1-3),
> Device & Address (steps 4-6),
> Ticket Submission (steps 7-11),
> and Tracking (steps 12-13).
Total time to file a clean ticket: 15 to 25 minutes once you have the device serial number, model designation, and a coherent failure description ready. Total time from ticket creation to AWB assignment to physical pickup: typically 2 to 4 days for properly-filed tickets. End-to-end repair cycle including shipping in both directions: roughly 14 to 21 days for warranty-eligible units processed at a regional repair center, longer for units that must travel to Shenzhen.
Phase 1: Account and access (steps 1-3) Step 1:
Open bitmain.com Customer Support
Navigate to the official Bitmain website and click Support. Repair tickets are not handled via email, WhatsApp, third-party resellers, or social media. Everything ties to your Bitmain account and your account ties to the order history that proves your warranty status.
If you bought your miner from a reseller (including MillionMiner, Phoenix Store, Mineshop, or any other authorized distributor), the warranty is still valid through Bitmain’s direct portal as long as the unit’s serial number is registered to your Bitmain account. Some distributors handle the RMA on your behalf as a service. Confirm with your seller before filing directly. Our Is MillionMiner Legit breakdown covers exactly how we handle warranty processing for hosted customers, and the four checks any prospective buyer should run on a hardware seller before paying.
Step 2: Click Repair Request under Support
Bitmain’s support portal separates sales, orders, technical questions, and after-sales repairs into distinct sections. Filing a repair request through the wrong section creates a ticket the support team has to manually re-route, which adds 3 to 5 business days to processing.
The exact path: bitmain.com home page → Support menu → Warranty & Repair → Create a Repair Ticket. The shortcut URL is service.bitmain.com/support/guide for the official guide and the linked ticket creation form. From there you click into the Repair Request section.
Step 3: Enable Apply for Repair
Inside the Repair Request section, look for the "Apply for Repair" toggle or button. This is the actual entry point for ticket creation. If this option is missing or grayed out, you have hit one of three problems: the device is not registered to your account, you are not logged in correctly, or the model is on the End of Service (EOS) list and Bitmain no longer accepts repair tickets for it.
The EOS list as of 2026 includes the entire S9 series, S11, S15, T15, S9k, S9 SE, B7, K5, APW3, APW5, APW8, D5, T9, L3, L3+, L3++, L5, R1, R3, R4, S1, S3, S5, S7, T9+, T11, V9, X3, Z9, Z9MINI, S17, S17 Pro, T17, and several others. Per Bitmain’s official EOS notification policy, "When the period of notification expires, we shall no longer provide the After-Sales Repair Service of a certain Product model either for free or for charge. Meanwhile, you cannot create a repair ticket on this website since the expiration of the EOS notification period."
If your unit is on the EOS list, the path forward is third-party repair (D-Central, MYRIG, Altair Tech, or local repair specialists) or replacement with a current-generation miner. Our best Bitcoin miners 2026 ranking covers what efficiency you should target if you are upgrading from EOS hardware.
Phase 2: Device and address (steps 4-6)
Step 4: Add the device with exact specifications
The device form has three required fields: Type, Item, and Quantity. Type is set to "Unit" for whole-miner repairs. For hashboard-only or PSU-only repairs, Type changes to "Hashboard" or "Power Supply" respectively, which routes the ticket to a different repair queue with different shipping requirements.
The Item dropdown lists every Bitmain model in production plus the in-warranty legacy models. Find your exact model: Antminer S21 Pro 234TH, Antminer S21 XP 270TH, Antminer L7 9.5GH, Antminer L9 17.6GH, and so forth. Submitting under the wrong model is the second most common rejection trigger because Bitmain inspects the physical unit on intake and rejects mismatches without diagnosis.
Critical detail per Bitmain’s official policy: "If the machine is returned for repair, the user needs to create a repair ticket in the system as soon as possible. One ticket corresponds to only one AWB; if multiple AWB are issued, a repair ticket must be created for each AWB." If you are sending five miners in a single shipment with one AWB, that’s one ticket with quantity 5. If you are sending five miners across three separate AWBs, that’s three tickets.
The Quantity field accepts up to the number of units you actually own and have registered. Inflating quantity to "claim spare warranty" does not work; Bitmain matches the count against incoming AWB contents. Entering quantity below your actual count is fine if you are only shipping a subset.
Step 5: Click Add Address
The address form determines where Bitmain ships your repaired unit back to and where the return-shipping AWB will be issued from. Bitmain has 9 official US repair facilities and 8 globally distributed across Latin America, Europe, the Middle East, and Asia. The system auto-suggests the closest center based on your address, but you can override the choice if you have a relationship with a specific facility.
The list of authorized repair centers is published at the Bitmain support portal and updated as new locations open. Per Altair Tech’s analysis, "Bitmain has nine Official Repair Facilities in the U.S. and eight throughout the globe. Repairs generally take 2 weeks." For US-based miners the closest center is usually under 1,000 miles, which keeps domestic shipping costs under $80 per unit one way.
Step 6: Fill the address form completely
Required fields: full legal name, complete street address (no PO boxes for shipping repaired hardware back), country, state or province, city, postal code, and a mobile number reachable by international SMS. Errors here cause lost shipments more often than any other source. International miners particularly need to verify the country code on the mobile number and the correct format for postal codes.
Save the address as a default if you ship multiple units over time. Bitmain’s system retains saved addresses across tickets, which saves entry time on subsequent RMAs and reduces typo risk on the most operationally-critical fields.
Phase 3: Ticket submission (steps 7-11)
Step 7: Click Contact Customer Service
Once the device and address are saved, the Contact Customer Service button activates. This triggers the actual ticket creation form. You are now moving from setup (which is reusable across tickets) to submission (which is specific to this single repair instance).
Step 8: Fill the ticket form: email, name, country, subject, ticket type
Five fields, each with implications. Email and name should match your Bitmain account exactly; mismatches trigger identity verification delays. Country sets the initial routing assumption (Bitmain ships within-region whenever possible). Subject is the first thing the technician reads; vague subjects ("miner broken") sit lower in the queue than specific ones ("S21 Pro 234TH SN ABC123 chain 2 zero hashrate"). Ticket Type is the most important field on the page, addressed in the next two steps.
Step 9: Select After-sales repair related
The Ticket Type dropdown contains roughly twelve options: complaints, logistics inquiries, payment problems, billing disputes, pre-sales questions, after-sales repair related, technical support, firmware questions, and several others. Selecting the wrong type routes the ticket to the wrong department, which can delay processing by a week or more while the case is reassigned.
"After-sales repair related" tells Bitmain explicitly that you have a hardware fault on a previously-purchased unit and you intend to send it for physical repair. This is not the same as "technical support" (which covers software, firmware, and configuration questions resolvable remotely) or "logistics inquiries" (which covers shipping or customs questions on incoming orders).
Step 10: Choose Need to repair
The next dropdown narrows the ticket type further. Options typically include: "Need to repair," "Repair status inquiry," "DOA process," "Combined machine repair," and a handful of others. "Need to repair" is the option for new repair tickets on units that are not Dead-on-Arrival.
DOA (Dead on Arrival) is a separate process for units that failed within their first 14 days of receipt. The DOA path qualifies for full Bitmain-paid logistics and faster turnaround, but it requires evidence the failure occurred at unboxing or within the first two weeks. If your unit ran for 30+ days before failing, it does not qualify as DOA. Per the Bitmain DOA process documentation, DOA windows are non-extensible and require photographic evidence on intake.
Step 11: Describe the problem, attach logs, and submit
This is the field where most tickets fail to clear quickly. The description field accepts up to 4,000 characters and a file attachment up to 10 MB. Use both. The difference between a vague description and a specific one is the difference between a 14-day cycle and a 30-day cycle.
Phase 1: Account and access (steps 1-3) Step 1:
Open bitmain.com Customer Support
Navigate to the official Bitmain website and click Support. Repair tickets are not handled via email, WhatsApp, third-party resellers, or social media. Everything ties to your Bitmain account and your account ties to the order history that proves your warranty status.
If you bought your miner from a reseller (including MillionMiner, Phoenix Store, Mineshop, or any other authorized distributor), the warranty is still valid through Bitmain’s direct portal as long as the unit’s serial number is registered to your Bitmain account. Some distributors handle the RMA on your behalf as a service. Confirm with your seller before filing directly. Our Is MillionMiner Legit breakdown covers exactly how we handle warranty processing for hosted customers, and the four checks any prospective buyer should run on a hardware seller before paying.
Step 2: Click Repair Request under Support
Bitmain’s support portal separates sales, orders, technical questions, and after-sales repairs into distinct sections. Filing a repair request through the wrong section creates a ticket the support team has to manually re-route, which adds 3 to 5 business days to processing.
The exact path: bitmain.com home page → Support menu → Warranty & Repair → Create a Repair Ticket. The shortcut URL is service.bitmain.com/support/guide for the official guide and the linked ticket creation form. From there you click into the Repair Request section.
Step 3: Enable Apply for Repair
Inside the Repair Request section, look for the "Apply for Repair" toggle or button. This is the actual entry point for ticket creation. If this option is missing or grayed out, you have hit one of three problems: the device is not registered to your account, you are not logged in correctly, or the model is on the End of Service (EOS) list and Bitmain no longer accepts repair tickets for it.
The EOS list as of 2026 includes the entire S9 series, S11, S15, T15, S9k, S9 SE, B7, K5, APW3, APW5, APW8, D5, T9, L3, L3+, L3++, L5, R1, R3, R4, S1, S3, S5, S7, T9+, T11, V9, X3, Z9, Z9MINI, S17, S17 Pro, T17, and several others. Per Bitmain’s official EOS notification policy, "When the period of notification expires, we shall no longer provide the After-Sales Repair Service of a certain Product model either for free or for charge. Meanwhile, you cannot create a repair ticket on this website since the expiration of the EOS notification period."
If your unit is on the EOS list, the path forward is third-party repair (D-Central, MYRIG, Altair Tech, or local repair specialists) or replacement with a current-generation miner. Our best Bitcoin miners 2026 ranking covers what efficiency you should target if you are upgrading from EOS hardware.
Phase 2: Device and address (steps 4-6)
Step 4: Add the device with exact specifications
The device form has three required fields: Type, Item, and Quantity. Type is set to "Unit" for whole-miner repairs. For hashboard-only or PSU-only repairs, Type changes to "Hashboard" or "Power Supply" respectively, which routes the ticket to a different repair queue with different shipping requirements.
The Item dropdown lists every Bitmain model in production plus the in-warranty legacy models. Find your exact model: Antminer S21 Pro 234TH, Antminer S21 XP 270TH, Antminer L7 9.5GH, Antminer L9 17.6GH, and so forth. Submitting under the wrong model is the second most common rejection trigger because Bitmain inspects the physical unit on intake and rejects mismatches without diagnosis.
Critical detail per Bitmain’s official policy: "If the machine is returned for repair, the user needs to create a repair ticket in the system as soon as possible. One ticket corresponds to only one AWB; if multiple AWB are issued, a repair ticket must be created for each AWB." If you are sending five miners in a single shipment with one AWB, that’s one ticket with quantity 5. If you are sending five miners across three separate AWBs, that’s three tickets.
The Quantity field accepts up to the number of units you actually own and have registered. Inflating quantity to "claim spare warranty" does not work; Bitmain matches the count against incoming AWB contents. Entering quantity below your actual count is fine if you are only shipping a subset.
Step 5: Click Add Address
The address form determines where Bitmain ships your repaired unit back to and where the return-shipping AWB will be issued from. Bitmain has 9 official US repair facilities and 8 globally distributed across Latin America, Europe, the Middle East, and Asia. The system auto-suggests the closest center based on your address, but you can override the choice if you have a relationship with a specific facility.
The list of authorized repair centers is published at the Bitmain support portal and updated as new locations open. Per Altair Tech’s analysis, "Bitmain has nine Official Repair Facilities in the U.S. and eight throughout the globe. Repairs generally take 2 weeks." For US-based miners the closest center is usually under 1,000 miles, which keeps domestic shipping costs under $80 per unit one way.
Step 6: Fill the address form completely
Required fields: full legal name, complete street address (no PO boxes for shipping repaired hardware back), country, state or province, city, postal code, and a mobile number reachable by international SMS. Errors here cause lost shipments more often than any other source. International miners particularly need to verify the country code on the mobile number and the correct format for postal codes.
Save the address as a default if you ship multiple units over time. Bitmain’s system retains saved addresses across tickets, which saves entry time on subsequent RMAs and reduces typo risk on the most operationally-critical fields.
Phase 3: Ticket submission (steps 7-11)
Step 7: Click Contact Customer Service
Once the device and address are saved, the Contact Customer Service button activates. This triggers the actual ticket creation form. You are now moving from setup (which is reusable across tickets) to submission (which is specific to this single repair instance).
Step 8: Fill the ticket form: email, name, country, subject, ticket type
Five fields, each with implications. Email and name should match your Bitmain account exactly; mismatches trigger identity verification delays. Country sets the initial routing assumption (Bitmain ships within-region whenever possible). Subject is the first thing the technician reads; vague subjects ("miner broken") sit lower in the queue than specific ones ("S21 Pro 234TH SN ABC123 chain 2 zero hashrate"). Ticket Type is the most important field on the page, addressed in the next two steps.
Step 9: Select After-sales repair related
The Ticket Type dropdown contains roughly twelve options: complaints, logistics inquiries, payment problems, billing disputes, pre-sales questions, after-sales repair related, technical support, firmware questions, and several others. Selecting the wrong type routes the ticket to the wrong department, which can delay processing by a week or more while the case is reassigned.
"After-sales repair related" tells Bitmain explicitly that you have a hardware fault on a previously-purchased unit and you intend to send it for physical repair. This is not the same as "technical support" (which covers software, firmware, and configuration questions resolvable remotely) or "logistics inquiries" (which covers shipping or customs questions on incoming orders).
Step 10: Choose Need to repair
The next dropdown narrows the ticket type further. Options typically include: "Need to repair," "Repair status inquiry," "DOA process," "Combined machine repair," and a handful of others. "Need to repair" is the option for new repair tickets on units that are not Dead-on-Arrival.
DOA (Dead on Arrival) is a separate process for units that failed within their first 14 days of receipt. The DOA path qualifies for full Bitmain-paid logistics and faster turnaround, but it requires evidence the failure occurred at unboxing or within the first two weeks. If your unit ran for 30+ days before failing, it does not qualify as DOA. Per the Bitmain DOA process documentation, DOA windows are non-extensible and require photographic evidence on intake.
Step 11: Describe the problem, attach logs, and submit
This is the field where most tickets fail to clear quickly. The description field accepts up to 4,000 characters and a file attachment up to 10 MB. Use both. The difference between a vague description and a specific one is the difference between a 14-day cycle and a 30-day cycle.
A specific, diagnosable description includes five components. First: the serial number, model, and original purchase date so Bitmain can verify warranty status and order history. Second: the symptom in technical terms. "Hashboard chain 2 zero hashrate" is specific. "Not working" is not. "Low hashrate at 175 TH/s vs 234 TH/s nameplate" is specific. "Slow" is not. Third: when the failure started and what the operating conditions were at the time. Pool, ambient temperature, voltage, recent firmware changes. Fourth: every troubleshooting step you have already attempted, in order. Reflashing firmware, swapping the PSU, swapping data cables, factory reset, network diagnostic. Fifth: attached files. Kernel log, miner log, dashboard screenshot, and ideally a 10-second video of the fault state.
Per Bitmain’s troubleshooting documentation, the four most common fault categories are: cannot find IP, cannot power on, zero hashrate, and low hashrate. Categorizing your description against one of these four in the opening sentence accelerates routing. The technician triaging the queue can immediately assign the case to the right specialist.
THE 7-DAY AWB UPLOAD WINDOW
After your ticket is created and acknowledged by Bitmain, you have 7 days to upload the air waybill (AWB) tracking number to the ticket. Past 7 days without an AWB upload, the ticket lapses and cannot be reactivated; you have to file a new ticket. After upload, the physical unit must arrive at the chosen repair center within 15 days. Both windows are documented in Bitmain’s after-sales policy.
Phase 4: Tracking (steps 12-13)
Step 12: Open My Repair Ticket
After submission, your ticket lives in the "My Repair Ticket" dashboard accessible from your Bitmain account header. This is your single source of truth for ticket status, technician communication, repair progress, and return shipping information. Email notifications fire on major status changes, but the dashboard always reflects the current state more accurately than email since email can be delayed by spam filters or routing issues.
Step 13: View ticket list with ID, status, and AWB tracking
The ticket list shows every ticket you have ever filed: ticket ID, creation date, AWB tracking number (once uploaded), current status (pending review, awaiting AWB, in transit to Bitmain, received, in repair, repair complete, return shipped, or declined), repair fee status (covered under warranty, payment pending, paid), and the assigned repair center.
Status updates within the dashboard typically lag the actual physical state by 1 to 2 business days. If your AWB tracking shows the package was delivered to the repair center on Monday, expect the dashboard to update to "received" by Wednesday. Status escalations from "received" to "in repair" usually take 3 to 5 business days as the unit enters the diagnostic queue. A complete cycle from "received" to "return shipped" averages 11 days for warranty-eligible units, longer for paid repairs that require additional payment confirmation.
The warranty math: who qualifies for free repair Bitmain’s warranty terms are the operational reality behind the ticket form. Understanding which window applies to your unit determines whether the ticket gets approved at zero cost or whether you receive a paid-repair quote.
Per Bitmain’s troubleshooting documentation, the four most common fault categories are: cannot find IP, cannot power on, zero hashrate, and low hashrate. Categorizing your description against one of these four in the opening sentence accelerates routing. The technician triaging the queue can immediately assign the case to the right specialist.
THE 7-DAY AWB UPLOAD WINDOW
After your ticket is created and acknowledged by Bitmain, you have 7 days to upload the air waybill (AWB) tracking number to the ticket. Past 7 days without an AWB upload, the ticket lapses and cannot be reactivated; you have to file a new ticket. After upload, the physical unit must arrive at the chosen repair center within 15 days. Both windows are documented in Bitmain’s after-sales policy.
Phase 4: Tracking (steps 12-13)
Step 12: Open My Repair Ticket
After submission, your ticket lives in the "My Repair Ticket" dashboard accessible from your Bitmain account header. This is your single source of truth for ticket status, technician communication, repair progress, and return shipping information. Email notifications fire on major status changes, but the dashboard always reflects the current state more accurately than email since email can be delayed by spam filters or routing issues.
Step 13: View ticket list with ID, status, and AWB tracking
The ticket list shows every ticket you have ever filed: ticket ID, creation date, AWB tracking number (once uploaded), current status (pending review, awaiting AWB, in transit to Bitmain, received, in repair, repair complete, return shipped, or declined), repair fee status (covered under warranty, payment pending, paid), and the assigned repair center.
Status updates within the dashboard typically lag the actual physical state by 1 to 2 business days. If your AWB tracking shows the package was delivered to the repair center on Monday, expect the dashboard to update to "received" by Wednesday. Status escalations from "received" to "in repair" usually take 3 to 5 business days as the unit enters the diagnostic queue. A complete cycle from "received" to "return shipped" averages 11 days for warranty-eligible units, longer for paid repairs that require additional payment confirmation.
The warranty math: who qualifies for free repair Bitmain’s warranty terms are the operational reality behind the ticket form. Understanding which window applies to your unit determines whether the ticket gets approved at zero cost or whether you receive a paid-repair quote.
Per Bitmain’s Product Warranty official policy, "To avail of a repair during warranty, you must create a repair ticket before 180 or 365 days of warranty expiration, for the miner and PSU respectively. Defective items can be repaired for free under the BITMAIN warranty policy. If the warranty has ended, the items can still be repaired for a cost."
The dispatch-date rule is critical. The warranty clock starts when Bitmain ships the unit, not when you receive it. For international buyers waiting through 14 to 21 days of customs and freight, this can mean two to three weeks of warranty are already consumed before the unit even powers on. Per D-Central’s warranty analysis, "If your miner sits in customs for three weeks or takes two weeks to ship to Canada, that time counts against your warranty window."
Warranty windows by model class as of April 2026:
S21 / S21 Pro / S21 XP / S21 XP Hyd: 365 days from dispatch
S19 / S19 Pro / S19 XP / S19j Pro: 365 days (extended in 2024 from original 180) S23 / S23 Hyd: 365 days, current flagship
PSU (APW12, APW21, APW9): 365 days separate from miner warranty
Most other current Antminers (L9, L7, KS5M, X9, Z15 Pro): 180 days from dispatch
S9 / S15 / S17 / D5 / T9 / L3+ and similar legacy units: End of Service. Bitmain no longer accepts tickets.
Out-of-warranty repair pricing varies by component. Per Bitmain’s official pricing policy, a hashboard repair on an S19 Pro typically runs $80 to $180. PSU repairs run $60 to $120. Control board repairs run $50 to $100. Combined repairs (multiple components on one unit) carry combined fees plus a $30 to $50 service fee. Repaired units carry a 15-day warranty on the repair itself, separate from any remaining original warranty on the unit.
The five rejection triggers Bitmain documents in their policy
Bitmain publishes specific conditions under which they reject incoming repair shipments. These are not edge cases. They are the five most common reasons tickets get returned to senders without being diagnosed.
Trigger 1: Custom firmware installed
Per Bitmain’s warranty policy and confirmed across multiple resellers including D-Central, "Yes. Bitmain considers any firmware modification, including Braiins OS+, LuxOS, VNish, or any non-stock firmware, as an unauthorized modification that voids the entire unit’s warranty." This is the single most common reason home miners lose warranty coverage.
Bitmain inspects firmware versions on intake. If the unit shows a non-stock firmware identifier, the ticket is closed and the parcel is returned at the customer’s expense. The only path to restore warranty eligibility is reflashing to stock firmware before shipping, which still leaves the firmware-modification flag in the unit’s NVRAM. Some technicians can detect prior modification even after a stock reflash.
Trigger 2: Physical object does not match the ticket
Bitmain’s policy: "BITMAIN may reject the parcel in following situations: physical object does not match the ticket (BITMAIN cannot distinguish whether it is due to ticket creation error or a logistics transportation problem)." Wrong model declared on the ticket, wrong serial number, or a different unit than the one indicated all trigger this rejection.
Sending three S21 Pros and four S21 XPs in one box under a ticket that says "5x S21 XP" is a rejection. Sending an S19j Pro under a ticket for an S19 XP is a rejection. The system enforces exact match.
Trigger 3: AWB not updated within 7 days
Per the official policy, "Please update the AWB within 7 days after creating repair ticket, and ensure that the malfunctioning machine arrives at the selected repair station within 15 days. BITMAIN will not be liable for any loss caused by failure to update the AWB or the delivered product within the specified time."
Most operators miss this because they file the ticket before they have shipping arranged. The fix is to schedule freight first, get the AWB, file the ticket, and update the AWB to the ticket the same day. Doing the steps in the right order eliminates this rejection.
Trigger 4: Unit not received within 15 days
Even with the AWB uploaded on time, if the unit does not physically arrive at the repair center within 15 days of ticket creation, the ticket lapses. International freight to a US repair center from Asia or Latin America can absolutely take 15+ days through customs delays. Plan accordingly: international shippers should use express service (DHL Express, FedEx International Priority) rather than standard freight on warranty repairs.
Trigger 5: Disassembled, modified, or scrapped
Per Bitmain’s policy, "Scrapped products cannot be fixed." Scrapped status applies to units with: opened or modified hashboards, swapped components from other units, fire damage, water damage, severe physical damage, or attempted repairs by unauthorized parties.
Per Altair Tech’s analysis of common rejection causes: "Failures due to transportation or improper install. Use of aftermarket firmware or aftermarket parts. Unauthorized disassembly or modifications. Improper maintenance or environmental factors ie: clogged intakes, excessive temperatures, humidity exposure, improper voltage. Product operating parameters such as overclocking. Running hardware in dielectric fluid if not designed to be immersed. Products whose serial numbers have been modified or swapped parts from the original product. Damaged caused by natural disasters."
The practical implication: do not open the miner before filing a ticket. Do not attempt to repair components yourself. Do not run aftermarket firmware. Do not overclock. These all void the warranty regardless of whether the eventual failure is related to the modification.
What happens after the ticket clears: shipping, diagnosis, and return
Once the ticket is approved and the AWB is uploaded, the next 14 to 21 days unfold along a predictable timeline. Knowing the milestones helps you plan facility capacity and customer communication if you are managing repairs at scale.
Days 1-3: Inbound shipping
Pack the unit per Bitmain’s Packaging Recommendations for Returning ANTMINERS. Original Bitmain box and foam inserts are ideal. If discarded, replace with rigid double-walled cardboard box, minimum 50mm of expanded polyethylene foam on all sides, anti-static wrap on the unit itself. Inadequate packaging is grounds for Bitmain to disclaim transit damage. Per the official policy: "If you fail to take appropriate packaging to send the product, the risk of cargo damage and economic loss shall be borne by the shipper."
Customer pays inbound shipping in nearly all cases. The exception is DOA tickets within the first 14 days of receipt, where Bitmain occasionally covers freight subsidies on a case-by-case basis. For warranty-eligible units shipping to a US repair center within the US, expect $40 to $90 per unit one way via UPS Ground or FedEx Ground. International shipping to Asian repair centers from outside Asia: $150 to $400 per unit.
Days 4-7: Receipt and intake
Once the unit arrives at the repair center, technicians scan the package, match the AWB to the ticket, and unbox the unit for visual inspection. Per Bitmain’s policy: "The BITMAIN default package is a fault or damage to the machine, and the package will be signed normally; after the after-sales unpacking, the machine will be checked." Photos are taken of the unit’s condition on intake. Damage in transit, evidence of customer modification, or mismatched serial numbers all surface here.
Status updates to "received" in your dashboard within 1 to 2 business days of physical receipt. If status does not update within 5 days of confirmed delivery, contact Bitmain support and reference the AWB and ticket ID. Sometimes packages get mis-routed within the facility.
Days 8-14: Diagnosis and repair
The diagnostic queue prioritizes by ticket clarity (specific descriptions move faster), warranty status (in-warranty queue is separate from paid-repair queue), and arrival time at the facility. Per Altair Tech’s observation, "Repairs generally take 2 weeks." Most warranty hashboard repairs and PSU swaps complete within 7 days of facility receipt. Complex repairs requiring component-level work can extend to 14 days.
If the diagnosis surfaces costs not covered by warranty (component damage from customer modification, scrapped status, parts not in stock), Bitmain notifies you via the ticket dashboard with a paid-repair quote. You either approve and pay (US dollar bank transfer per Bitmain policy), or decline and request the unit returned at your shipping cost. Per the official policy: "Bank account for after-sales repair order payment is subject to the bank account indicated on the order payment page. For the time being, the repair fee can only be paid by US dollar transfer."
Days 15-21: Return shipping
Repaired units are shipped back via the carrier and address you specified at ticket creation. For warranty repairs Bitmain typically covers return shipping within the same region as the repair center. Cross-region returns (US repair, Asia recipient) usually fall on the customer. Repaired units carry a 15-day warranty on the repair itself, layered on top of any remaining original warranty.
Once the unit arrives, log into the unit’s web interface, verify firmware version (occasionally repair centers reflash to current stock firmware), check that all hashboards show the expected hashrate, and let the unit run for 24 hours before declaring the repair successful. If the failure recurs within 15 days of return delivery, Bitmain treats it as a continuation of the original ticket rather than a new ticket. Per the policy: "Time of second repair: within 15 days (excluding 15 days) from the last delivery date by BITMAIN to the date when the user creates a repair ticket for second time."
Frequently asked questions
Does Bitmain cover shipping costs for warranty repairs?
Inbound shipping (you to Bitmain) is paid by the customer in nearly all warranty cases. Return shipping (Bitmain to you) is typically covered by Bitmain when the repair center is in the same region as the customer. Cross-region returns usually fall on the customer. The exception is DOA tickets filed within 14 days of unit receipt, where Bitmain occasionally provides a freight subsidy on a case-by-case basis. Email support-cs@bitmain.com to request DOA freight subsidy consideration.
How long does a Bitmain repair actually take from start to finish?
For a properly-filed warranty ticket on a current-generation unit, expect 14 to 21 days from ticket submission to repaired unit delivered back to your address. The breakdown: 1-3 days for inbound shipping, 1-2 days for receipt and intake at the repair center, 7-10 days for diagnosis and repair, 3-5 days for return shipping. Vague tickets, paid repairs, or international cross-region shipping can extend the timeline to 30+ days.
What voids my Antminer warranty?
Five things consistently void warranty coverage: installing custom firmware (Braiins OS+, LuxOS, VNish, or any non-stock firmware), opening the miner or modifying hashboards, swapping components from other units, running the unit outside Bitmain’s spec parameters (overclocking, undervolting beyond spec, immersion in non-rated dielectric fluid), and damage from external factors (power surges, water, fire, transportation damage from improper packaging). Bitmain inspects for all five conditions on intake.
Can I file a Bitmain repair ticket for a miner I bought from a reseller?
Yes, in most cases, as long as the unit's serial number is registered to your Bitmain account or you can prove ownership through reseller documentation. Some resellers (including MillionMiner for hosted customers) handle the warranty filing on your behalf as a service. If you bought the unit secondhand on a marketplace without serial number transfer, the warranty may already be void. Verify warranty status at service.bitmain.com/support/warranty before filing.
Which Antminer models are End of Service in 2026?
As of 2026, EOS models include: A3, B3, B7, D3, D5, DR3, DR5, G1, G2, K5, L3, L3+, L3++, L5, R1, R3, R4, S1, S3, S5, S7, S9, S9I, S9J, S9k, S9 SE, S11, S15, S17, S17 Pro, T9+, T11, T15, T17, V9, X3, Z9, Z9MINI, APW3, APW5, APW8, and several others. Bitmain stopped providing repair services for these models. Third-party repair (D-Central, MYRIG, local specialists) remains available for many EOS models.
What happens if my repaired miner fails again within 15 days?
Per Bitmain policy, if the same unit fails within 15 days of return delivery, the new ticket is treated as a continuation of the original ticket rather than a fresh repair cycle. This typically means: faster routing through the queue, no additional inbound shipping cost subsidy availability, and the original warranty continuation rather than the new 15-day repair warranty. File the new ticket through the same Repair Request portal and reference the original ticket ID in the description.
Can I send multiple miners under one repair ticket?
Yes, if they ship under one AWB. Per Bitmain policy: "One ticket corresponds to only one AWB; if multiple AWB are issued, a repair ticket must be created for each AWB." Set the Quantity field on the device form to match the actual count. If you ship 5 miners across 3 separate shipments with 3 AWBs, you need 3 tickets. If you ship 5 miners in one box with one AWB, you need 1 ticket with quantity 5.
How do I attach miner logs to a Bitmain repair ticket?
The description field accepts file attachments up to 10 MB. Download the kernel log (kern.log) and the miner log via SSH or the unit’s web interface (Admin tab → Log Download). Compress both into a single .zip file. Attach the zip file when submitting the ticket. For larger logs that exceed 10 MB, host the file on a cloud service (Google Drive, Dropbox) and include the link in the description. Bitmain technicians regularly access external links during diagnosis.
Should I use Bitmain warranty or a third-party repair shop?
Bitmain warranty is the right choice when: the unit is in-warranty, you have stock firmware, the issue is hashboard or PSU related, and you can tolerate 14-21 days of downtime. Third-party shops (D-Central, MYRIG, local specialists) make sense when: the unit is out of warranty, you have non-stock firmware, the issue is a partial fault that Bitmain might charge to "scrap," you need 5-7 day turnaround, or you are running an EOS model. Cost typically favors Bitmain for in-warranty repairs (free) and third parties for out-of-warranty repairs (50-70% of Bitmain pricing).
How do I check my Antminer's remaining warranty?
Bitmain provides an official warranty check tool at service.bitmain.com/support/warranty. Enter the serial number and the system returns: warranty status (active or expired), dispatch date (warranty start), expiration date, and any open repair tickets associated with the unit. The serial number is printed on a sticker on the unit’s case, accessible from the side panel without disassembly. If the warranty check shows the unit is registered to a different account, contact Bitmain support to investigate ownership transfer or registration errors.
The bigger picture
Marcus Holbrook’s second repair ticket, two months after his first one cleared, took four days from submission to AWB confirmation. Same hardware, same warranty status, same Bitmain support team. The difference was structural. Specific subject line including the SN and exact symptom. Description with five components: model details, technical fault description, timeline of onset, prior troubleshooting steps, attached kernel log. Ticket type filed correctly under After-sales repair related and Need to repair on the first try. AWB uploaded the same day his freight scheduled.
His third ticket two weeks after that took three days. By the fifth ticket the cycle was reflexive: scheduled freight, filed ticket with full description and logs, uploaded AWB, ran the operations math on which day the unit would return so he could prep replacement allocation in the meantime.
The Bitmain repair process is genuinely well-engineered if you submit clean tickets. The friction lives entirely in the gap between Bitmain’s assumptions about user expertise and the practical reality of how miners write tickets. The five rejection triggers, the 7-day AWB rule, the 15-day arrival rule, and the description anatomy are the four levers you control. The rest is queue mechanics that nobody outside Bitmain influences directly.
For operators running fleets at scale, hosted deployment removes most of this entirely. Across our 30,000+ hosted miners we file repair tickets weekly as a routine operational task. Customers see the dashboard and the daily payouts; we handle warranty filing, AWB coordination, and repair logistics directly with Bitmain on their behalf. The full hosting framework and what each line item covers is documented in our hosting cost breakdown.
For home miners filing their own tickets, the steps are mechanical once internalized. Build your ticket the way Marcus eventually did: specific subject, complete description, attached logs, correct ticket type, AWB uploaded inside the 7-day window. Send the unit packed correctly. Track via the dashboard. Plan operations capacity for the 14 to 21 day cycle. Repair tickets filed this way clear consistently. Repair tickets filed any other way sit in queue.
If your unit is out of warranty or on the EOS list, the next decision is between third-party repair and replacement. Our best Bitcoin miners 2026 ranking covers the upgrade efficiency thresholds you should target if you are deciding whether to repair an aging unit or replace it. For older S9-class hardware running on cheap power, repair is usually the right call. For newer-generation hardware approaching its warranty edge, the math depends on whether the failure is hashboard-level (worth repairing) or systemic (worth replacing).
Either way, the path starts at bitmain.com Customer Support. The form takes 15 minutes if you have your serial number, model, and a clean description ready before you sit down. The reward for getting it right is the difference between 14 days of downtime and 30 days of downtime, which on a current-generation S21 Pro at April 2026 hashprice is roughly $135 in opportunity cost. Worth doing it right.
The dispatch-date rule is critical. The warranty clock starts when Bitmain ships the unit, not when you receive it. For international buyers waiting through 14 to 21 days of customs and freight, this can mean two to three weeks of warranty are already consumed before the unit even powers on. Per D-Central’s warranty analysis, "If your miner sits in customs for three weeks or takes two weeks to ship to Canada, that time counts against your warranty window."
Warranty windows by model class as of April 2026:
S21 / S21 Pro / S21 XP / S21 XP Hyd: 365 days from dispatch
S19 / S19 Pro / S19 XP / S19j Pro: 365 days (extended in 2024 from original 180) S23 / S23 Hyd: 365 days, current flagship
PSU (APW12, APW21, APW9): 365 days separate from miner warranty
Most other current Antminers (L9, L7, KS5M, X9, Z15 Pro): 180 days from dispatch
S9 / S15 / S17 / D5 / T9 / L3+ and similar legacy units: End of Service. Bitmain no longer accepts tickets.
Out-of-warranty repair pricing varies by component. Per Bitmain’s official pricing policy, a hashboard repair on an S19 Pro typically runs $80 to $180. PSU repairs run $60 to $120. Control board repairs run $50 to $100. Combined repairs (multiple components on one unit) carry combined fees plus a $30 to $50 service fee. Repaired units carry a 15-day warranty on the repair itself, separate from any remaining original warranty on the unit.
The five rejection triggers Bitmain documents in their policy
Bitmain publishes specific conditions under which they reject incoming repair shipments. These are not edge cases. They are the five most common reasons tickets get returned to senders without being diagnosed.
Trigger 1: Custom firmware installed
Per Bitmain’s warranty policy and confirmed across multiple resellers including D-Central, "Yes. Bitmain considers any firmware modification, including Braiins OS+, LuxOS, VNish, or any non-stock firmware, as an unauthorized modification that voids the entire unit’s warranty." This is the single most common reason home miners lose warranty coverage.
Bitmain inspects firmware versions on intake. If the unit shows a non-stock firmware identifier, the ticket is closed and the parcel is returned at the customer’s expense. The only path to restore warranty eligibility is reflashing to stock firmware before shipping, which still leaves the firmware-modification flag in the unit’s NVRAM. Some technicians can detect prior modification even after a stock reflash.
Trigger 2: Physical object does not match the ticket
Bitmain’s policy: "BITMAIN may reject the parcel in following situations: physical object does not match the ticket (BITMAIN cannot distinguish whether it is due to ticket creation error or a logistics transportation problem)." Wrong model declared on the ticket, wrong serial number, or a different unit than the one indicated all trigger this rejection.
Sending three S21 Pros and four S21 XPs in one box under a ticket that says "5x S21 XP" is a rejection. Sending an S19j Pro under a ticket for an S19 XP is a rejection. The system enforces exact match.
Trigger 3: AWB not updated within 7 days
Per the official policy, "Please update the AWB within 7 days after creating repair ticket, and ensure that the malfunctioning machine arrives at the selected repair station within 15 days. BITMAIN will not be liable for any loss caused by failure to update the AWB or the delivered product within the specified time."
Most operators miss this because they file the ticket before they have shipping arranged. The fix is to schedule freight first, get the AWB, file the ticket, and update the AWB to the ticket the same day. Doing the steps in the right order eliminates this rejection.
Trigger 4: Unit not received within 15 days
Even with the AWB uploaded on time, if the unit does not physically arrive at the repair center within 15 days of ticket creation, the ticket lapses. International freight to a US repair center from Asia or Latin America can absolutely take 15+ days through customs delays. Plan accordingly: international shippers should use express service (DHL Express, FedEx International Priority) rather than standard freight on warranty repairs.
Trigger 5: Disassembled, modified, or scrapped
Per Bitmain’s policy, "Scrapped products cannot be fixed." Scrapped status applies to units with: opened or modified hashboards, swapped components from other units, fire damage, water damage, severe physical damage, or attempted repairs by unauthorized parties.
Per Altair Tech’s analysis of common rejection causes: "Failures due to transportation or improper install. Use of aftermarket firmware or aftermarket parts. Unauthorized disassembly or modifications. Improper maintenance or environmental factors ie: clogged intakes, excessive temperatures, humidity exposure, improper voltage. Product operating parameters such as overclocking. Running hardware in dielectric fluid if not designed to be immersed. Products whose serial numbers have been modified or swapped parts from the original product. Damaged caused by natural disasters."
The practical implication: do not open the miner before filing a ticket. Do not attempt to repair components yourself. Do not run aftermarket firmware. Do not overclock. These all void the warranty regardless of whether the eventual failure is related to the modification.
What happens after the ticket clears: shipping, diagnosis, and return
Once the ticket is approved and the AWB is uploaded, the next 14 to 21 days unfold along a predictable timeline. Knowing the milestones helps you plan facility capacity and customer communication if you are managing repairs at scale.
Days 1-3: Inbound shipping
Pack the unit per Bitmain’s Packaging Recommendations for Returning ANTMINERS. Original Bitmain box and foam inserts are ideal. If discarded, replace with rigid double-walled cardboard box, minimum 50mm of expanded polyethylene foam on all sides, anti-static wrap on the unit itself. Inadequate packaging is grounds for Bitmain to disclaim transit damage. Per the official policy: "If you fail to take appropriate packaging to send the product, the risk of cargo damage and economic loss shall be borne by the shipper."
Customer pays inbound shipping in nearly all cases. The exception is DOA tickets within the first 14 days of receipt, where Bitmain occasionally covers freight subsidies on a case-by-case basis. For warranty-eligible units shipping to a US repair center within the US, expect $40 to $90 per unit one way via UPS Ground or FedEx Ground. International shipping to Asian repair centers from outside Asia: $150 to $400 per unit.
Days 4-7: Receipt and intake
Once the unit arrives at the repair center, technicians scan the package, match the AWB to the ticket, and unbox the unit for visual inspection. Per Bitmain’s policy: "The BITMAIN default package is a fault or damage to the machine, and the package will be signed normally; after the after-sales unpacking, the machine will be checked." Photos are taken of the unit’s condition on intake. Damage in transit, evidence of customer modification, or mismatched serial numbers all surface here.
Status updates to "received" in your dashboard within 1 to 2 business days of physical receipt. If status does not update within 5 days of confirmed delivery, contact Bitmain support and reference the AWB and ticket ID. Sometimes packages get mis-routed within the facility.
Days 8-14: Diagnosis and repair
The diagnostic queue prioritizes by ticket clarity (specific descriptions move faster), warranty status (in-warranty queue is separate from paid-repair queue), and arrival time at the facility. Per Altair Tech’s observation, "Repairs generally take 2 weeks." Most warranty hashboard repairs and PSU swaps complete within 7 days of facility receipt. Complex repairs requiring component-level work can extend to 14 days.
If the diagnosis surfaces costs not covered by warranty (component damage from customer modification, scrapped status, parts not in stock), Bitmain notifies you via the ticket dashboard with a paid-repair quote. You either approve and pay (US dollar bank transfer per Bitmain policy), or decline and request the unit returned at your shipping cost. Per the official policy: "Bank account for after-sales repair order payment is subject to the bank account indicated on the order payment page. For the time being, the repair fee can only be paid by US dollar transfer."
Days 15-21: Return shipping
Repaired units are shipped back via the carrier and address you specified at ticket creation. For warranty repairs Bitmain typically covers return shipping within the same region as the repair center. Cross-region returns (US repair, Asia recipient) usually fall on the customer. Repaired units carry a 15-day warranty on the repair itself, layered on top of any remaining original warranty.
Once the unit arrives, log into the unit’s web interface, verify firmware version (occasionally repair centers reflash to current stock firmware), check that all hashboards show the expected hashrate, and let the unit run for 24 hours before declaring the repair successful. If the failure recurs within 15 days of return delivery, Bitmain treats it as a continuation of the original ticket rather than a new ticket. Per the policy: "Time of second repair: within 15 days (excluding 15 days) from the last delivery date by BITMAIN to the date when the user creates a repair ticket for second time."
Frequently asked questions
Does Bitmain cover shipping costs for warranty repairs?
Inbound shipping (you to Bitmain) is paid by the customer in nearly all warranty cases. Return shipping (Bitmain to you) is typically covered by Bitmain when the repair center is in the same region as the customer. Cross-region returns usually fall on the customer. The exception is DOA tickets filed within 14 days of unit receipt, where Bitmain occasionally provides a freight subsidy on a case-by-case basis. Email support-cs@bitmain.com to request DOA freight subsidy consideration.
How long does a Bitmain repair actually take from start to finish?
For a properly-filed warranty ticket on a current-generation unit, expect 14 to 21 days from ticket submission to repaired unit delivered back to your address. The breakdown: 1-3 days for inbound shipping, 1-2 days for receipt and intake at the repair center, 7-10 days for diagnosis and repair, 3-5 days for return shipping. Vague tickets, paid repairs, or international cross-region shipping can extend the timeline to 30+ days.
What voids my Antminer warranty?
Five things consistently void warranty coverage: installing custom firmware (Braiins OS+, LuxOS, VNish, or any non-stock firmware), opening the miner or modifying hashboards, swapping components from other units, running the unit outside Bitmain’s spec parameters (overclocking, undervolting beyond spec, immersion in non-rated dielectric fluid), and damage from external factors (power surges, water, fire, transportation damage from improper packaging). Bitmain inspects for all five conditions on intake.
Can I file a Bitmain repair ticket for a miner I bought from a reseller?
Yes, in most cases, as long as the unit's serial number is registered to your Bitmain account or you can prove ownership through reseller documentation. Some resellers (including MillionMiner for hosted customers) handle the warranty filing on your behalf as a service. If you bought the unit secondhand on a marketplace without serial number transfer, the warranty may already be void. Verify warranty status at service.bitmain.com/support/warranty before filing.
Which Antminer models are End of Service in 2026?
As of 2026, EOS models include: A3, B3, B7, D3, D5, DR3, DR5, G1, G2, K5, L3, L3+, L3++, L5, R1, R3, R4, S1, S3, S5, S7, S9, S9I, S9J, S9k, S9 SE, S11, S15, S17, S17 Pro, T9+, T11, T15, T17, V9, X3, Z9, Z9MINI, APW3, APW5, APW8, and several others. Bitmain stopped providing repair services for these models. Third-party repair (D-Central, MYRIG, local specialists) remains available for many EOS models.
What happens if my repaired miner fails again within 15 days?
Per Bitmain policy, if the same unit fails within 15 days of return delivery, the new ticket is treated as a continuation of the original ticket rather than a fresh repair cycle. This typically means: faster routing through the queue, no additional inbound shipping cost subsidy availability, and the original warranty continuation rather than the new 15-day repair warranty. File the new ticket through the same Repair Request portal and reference the original ticket ID in the description.
Can I send multiple miners under one repair ticket?
Yes, if they ship under one AWB. Per Bitmain policy: "One ticket corresponds to only one AWB; if multiple AWB are issued, a repair ticket must be created for each AWB." Set the Quantity field on the device form to match the actual count. If you ship 5 miners across 3 separate shipments with 3 AWBs, you need 3 tickets. If you ship 5 miners in one box with one AWB, you need 1 ticket with quantity 5.
How do I attach miner logs to a Bitmain repair ticket?
The description field accepts file attachments up to 10 MB. Download the kernel log (kern.log) and the miner log via SSH or the unit’s web interface (Admin tab → Log Download). Compress both into a single .zip file. Attach the zip file when submitting the ticket. For larger logs that exceed 10 MB, host the file on a cloud service (Google Drive, Dropbox) and include the link in the description. Bitmain technicians regularly access external links during diagnosis.
Should I use Bitmain warranty or a third-party repair shop?
Bitmain warranty is the right choice when: the unit is in-warranty, you have stock firmware, the issue is hashboard or PSU related, and you can tolerate 14-21 days of downtime. Third-party shops (D-Central, MYRIG, local specialists) make sense when: the unit is out of warranty, you have non-stock firmware, the issue is a partial fault that Bitmain might charge to "scrap," you need 5-7 day turnaround, or you are running an EOS model. Cost typically favors Bitmain for in-warranty repairs (free) and third parties for out-of-warranty repairs (50-70% of Bitmain pricing).
How do I check my Antminer's remaining warranty?
Bitmain provides an official warranty check tool at service.bitmain.com/support/warranty. Enter the serial number and the system returns: warranty status (active or expired), dispatch date (warranty start), expiration date, and any open repair tickets associated with the unit. The serial number is printed on a sticker on the unit’s case, accessible from the side panel without disassembly. If the warranty check shows the unit is registered to a different account, contact Bitmain support to investigate ownership transfer or registration errors.
The bigger picture
Marcus Holbrook’s second repair ticket, two months after his first one cleared, took four days from submission to AWB confirmation. Same hardware, same warranty status, same Bitmain support team. The difference was structural. Specific subject line including the SN and exact symptom. Description with five components: model details, technical fault description, timeline of onset, prior troubleshooting steps, attached kernel log. Ticket type filed correctly under After-sales repair related and Need to repair on the first try. AWB uploaded the same day his freight scheduled.
His third ticket two weeks after that took three days. By the fifth ticket the cycle was reflexive: scheduled freight, filed ticket with full description and logs, uploaded AWB, ran the operations math on which day the unit would return so he could prep replacement allocation in the meantime.
The Bitmain repair process is genuinely well-engineered if you submit clean tickets. The friction lives entirely in the gap between Bitmain’s assumptions about user expertise and the practical reality of how miners write tickets. The five rejection triggers, the 7-day AWB rule, the 15-day arrival rule, and the description anatomy are the four levers you control. The rest is queue mechanics that nobody outside Bitmain influences directly.
For operators running fleets at scale, hosted deployment removes most of this entirely. Across our 30,000+ hosted miners we file repair tickets weekly as a routine operational task. Customers see the dashboard and the daily payouts; we handle warranty filing, AWB coordination, and repair logistics directly with Bitmain on their behalf. The full hosting framework and what each line item covers is documented in our hosting cost breakdown.
For home miners filing their own tickets, the steps are mechanical once internalized. Build your ticket the way Marcus eventually did: specific subject, complete description, attached logs, correct ticket type, AWB uploaded inside the 7-day window. Send the unit packed correctly. Track via the dashboard. Plan operations capacity for the 14 to 21 day cycle. Repair tickets filed this way clear consistently. Repair tickets filed any other way sit in queue.
If your unit is out of warranty or on the EOS list, the next decision is between third-party repair and replacement. Our best Bitcoin miners 2026 ranking covers the upgrade efficiency thresholds you should target if you are deciding whether to repair an aging unit or replace it. For older S9-class hardware running on cheap power, repair is usually the right call. For newer-generation hardware approaching its warranty edge, the math depends on whether the failure is hashboard-level (worth repairing) or systemic (worth replacing).
Either way, the path starts at bitmain.com Customer Support. The form takes 15 minutes if you have your serial number, model, and a clean description ready before you sit down. The reward for getting it right is the difference between 14 days of downtime and 30 days of downtime, which on a current-generation S21 Pro at April 2026 hashprice is roughly $135 in opportunity cost. Worth doing it right.