Wiggly USB drive? Wonky power button? If you are having trouble with your CLEAR device, we want to help!

Troubleshooting device problems

Many people commonly mistake speed issues for device issues. Speed and connection issues typically are not hardware-related. If you are experiencing speed or connection problems with your CLEAR device, please visit our Troubleshooting Connection & Speed Issues page to find many useful resources to assist you with connecting to the internet.

If you’re still encountering speed or connection issues even after completing the steps recommended on our Troubleshooting Connection & Speed Issues page, contact us for assistance then please try one of our other options listed below!

Contact CLEAR:

We are here to help and we have many ways to connect:

CLEAR Authorized Device Assistance Center: Visit a CLEAR Authorized Device Assistance Center for a quick and accurate diagnosis of hardware-related issues. In addition, the Center can assist you with device replacement options if it’s determined that your device meets all warranty qualifications and that your issue cannot be resolved onsite. Please bring proof of purchase of your device with you to verify warranty eligibility.

Technical Support via Live Chat, Facebook and Twitter: Receive quick responses from members of our technical support team. Find our Live Chat on Clear.com; find us at CLEAR on Facebook; or Tweet us @Clear! After troubleshooting has been performed and it’s determined that your device is under warranty and is not functioning properly, you will be given two options for exchanging your device:

Exchange options

- Standard Exchange: Once your non-functioning device is received into our warehouse facility, it will undergo a thorough inspection (which customarily takes between 2-4 weeks) to verify that the problem results from a manufacturer’s defect (i.e., as opposed to customer abuse or neglect) and that your requested device exchange otherwise meets all warranty qualifications. If so, a replacement device will be shipped to you at no cost. If not, you will need to purchase a replacement device.

- Express Exchange: Pay for a replacement device up-front, and you should receive it within 2 business days. Once your non-functioning device is received into our warehouse facility, it will undergo a thorough inspection (which customarily takes between 2-4 weeks) to verify that the problem results from a manufacturer’s defect (i.e., as opposed to customer abuse or neglect) and that your requested device exchange otherwise meets all warranty qualifications. If so, you will be issued a full refund of your replacement device purchase price. If not, you will not receive any refund of your replacement device purchase price

Note: If the warehouse facility finds that your device is functioning properly, then your device will be shipped back to you (at no cost) under a Standard Exchange, or your replacement device purchase price will be refunded to you under an Express Exchange.

What you’ll need

Whether you choose a Standard or Express Exchange, you are required to include the following items with the CLEAR device you are returning:

1)  The original purchase receipt, with the device and purchase price circled (make a copy of your original receipt for your records)

2) If applicable to your device, the kit components such as the battery and charger that came with that device

A return label will be emailed to you. Make sure to check the Junk Mail folder in case the email does not appear in your Inbox. You should receive an email within 24 hours.

NOTE: In case you don’t receive your return label within 24 hours or you misplace it, we’ve made it easy for you to request a new one. Go to Clear.com and Sign In. Under the Customer Care section, there’s a link that reads “Resend Shipping Label Requests. It’s that easy!

We can also issue a physical UPS return label and mail it to your address. It may take up to 2-3 business days to receive the return label.

Customer satisfaction is our primary goal. We are here to help!