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Lyve Mobile Hardware Returns FAQ

How do I return/exchange a device?

Customers in the UK, Sweden, and Norway – Raise a ticket in the Lyve Support Center or contact lyve.customer.success.manager@seagate.com to request an end of service return or product exchange.

Note that returning a Lyve Mobile Array for a Lyve Mobile with Cloud Import project is a separate process from the steps outlined below. To return a Lyve Mobile Array for a cloud import project, refer to the steps in the “How do I send a Lyve Mobile Array for import?” section.

Follow the steps below to return or exchange a device:

  1. Go to lyve.seagate.com and sign in. Enter a verification code to continue to Lyve Management Portal.
  2. On the Lyve Services page, click on the Manage Projects dropdown and select View Projects.
  3. Click on a project to go to the Project Details page.
  4. Using the Manage Project dropdown menu, select Return Devices.



    Note that devices can also be returned by selecting Return Devices from the Manage Devices dropdown menu.

  1. Click checkboxes to select the device(s) you would like to return, and then click Return.

  2. Select the type of return you would like to make. If exchanging products, please provide a reason for the exchange.


  3. Click Return to submit your request. If the return request is successful, a dialog will display your RMA number.
    The RMA number will be included in a confirmation email you receive. If you have any issues with the return/exchange, please reference the RMA number when contacting Lyve Support.
  1. Check your email inbox for a message confirming your return request. The message contains the following items you'll need to return your device(s):
  • A link for printing a prepaid return shipping label
  • Shipping and packing instructions
  1. Print out the shipping label and follow the shipping and packing instructions provided in the email.
How do I send a Lyve Mobile Array for import?

Send your Lyve Mobile Array for cloud import after you have completed the following:

  • Created a cloud import project in Lyve Management Portal
  • Configured the import plan with your cloud service credentials
  • Moved data to your Lyve Mobile Array

Follow the steps below to send your Lyve Mobile Array to a Seagate import site:

  1. Go to lyve.seagate.com and sign in. Enter a verification code to continue to Lyve Management Portal.
  2. On the Lyve Services page, navigate to the Lyve Mobile with Cloud Import tile and select View Plans from the Manage Projects drop down.
  3. From the Import Plans table, click on a project to expand the row and view the Mobile Arrays within that project.
  4. Find the Mobile Array you would like to send to a Seagate import site and click Send for Import. This will initiate a cloud validation process which may take several minutes.
  5. Once the validation is complete, click Print Shipping Label to view and print your shipping label in a separate browser tab.

Note that sending a Lyve Mobile Array to a Seagate import site is a separate process from other types of hardware returns. If you have a device in your cloud import project that is not a Lyve Mobile Array, refer to the steps in the “How do I return/exchange a device?” section.

If a Lyve Mobile Array in your cloud import project needs to be replaced for any reason, please raise a ticket in the Lyve Support Center.

Do I have to pay shipping costs for replacement devices?

No, Seagate pays for the replacement shipping costs.

What do I need to return at the end of my subscription?

All products including cables, documentation, cases etc. that have been originally shipped with your subscription.

How quickly can I get a replacement?

After replacement approval, please allow a business day for processing.  All Lyve Hardware replacement shipping is 2-day UPS unless otherwise arranged with you and approved by Seagate. Lyve Hardware replacements approved after 3:00 pm Central time (UTC-6) may be dispatched on the following business day.