Service Requests

What should you do if you have an issue with your sound processor? 

This page will help you find a solution or send a service request. Depending on your sound processor model, the faulty sound processor can be exchanged for a loan device or dealt with through the standard exchange programme. 


Follow the steps below to submit a service request. If you have questions or need any further information, please do not hesitate to contact us by telephone or e-mail. 

Step 1 — Troubleshooting: sound processor or accessories?

Before contacting your local customer service representative, you must determine whether the problem comes from your sound processor or from a faulty accessory (e.g. antenna, magnet, cable).
1. Make sure you have a set of functional accessories (antenna, magnet, cable). You may need to contact your local Customer Service to order these accessories. Find the reference number to order an antenna, magnet or cable 
2. Once you have checked that the problem is not due to faulty accessories, you can start the sound processor troubleshooting process. Click on the link to follow the instructions for your sound processor: 
Troubleshooting Neuro One  
Note: Downloading the Quick Diagnostic Guide can help 
Troubleshooting Saphyr® neo collection 
Troubleshooting Digi SP 
Troubleshooting Digi SP’K

Step 2 — Filling in the service request form

Once you’ve established that the problem comes from your sound processor and not its accessories, you can fill in the service request form. This starts the process of getting either a loan or replacement sound processor, depending on your sound processor model.
1. Fill in the form.
2. Submit the form via e-mail. Check your local customer service e-mail address beforehand. 
Important: Sending your settings file via e-mail at the same time you submit the request form will ensure that you get your loan or replacement sound processor as soon as possible. The settings file is needed to prepare the new sound processor so that you can use it straight away.
3. Print the completed form to send with your faulty sound processor.

Step 3 — Sending in your faulty sound processor

Please wait until you receive the loan or replacement device before sending us your sound processor. To do so, please follow the instructions below:
1. Package your faulty sound processor using the Oticon Medical packaging received with the loan or replacement sound processor. 
2. Make sure that you send the faulty sound processor WITHOUT any accessories (antenna, magnet, cable, ear mould). Put the printed request form in the box with the sound processor. 
3. Check the contact address for returning the faulty sound processor.