Repair & Replacement

If your REMI has a hardware issue, this section guides you on how to replace or repair it.

Find out how to change the SD card, cable, or casing, as well as the available warranty and repair options if needed.

All the solutions to extend the lifespan of your REMI and keep using it without worries.

How to Replace the SD Card? insert_link

How to Replace REMI’s SD Card?

If your REMI is having trouble playing music or displays a spinning rectangle, the SD card may be faulty. Before proceeding, we recommend contacting customer support to report the issue.

If REMI is still under warranty, we will send you a new SD card free of charge. If you have a spare microSD card, you can also replace it yourself by following this guide.

⚠️ Important Information Before Replacing the SD Card

1️⃣ The SD card inserted into REMI will be automatically formatted at startup. ⚠️ All files on it will be erased. 2️⃣ REMI’s original SD card has a capacity of 512 MB. Installing a larger SD card is unnecessary, as REMI limits the number of files to 200 for security reasons.

1. Opening REMI to Access the SD Card

  1. Unscrew the 2 screws located under REMI.
  2. Carefully lift the keyboard to access the inside of REMI.
  3. Use tweezers to remove the microSD card.

Note: On some models, the SD card is located deeper inside REMI. If this is the case, follow the specific procedure below.

Video Tutorials for Disassembly and Replacement:

2. Replacing and Reassembling REMI

  1. Insert the new microSD card into its slot.
  2. Do not pull on the wires! Handle REMI carefully.
  3. Place the blue temperature sensor back into its small rear compartment.
  4. Close the keyboard and screw the bottom screws back in place.

3. Reconfiguring REMI After the Replacement

Once the new SD card is inserted, REMI will automatically create the necessary files. However, some manual actions are required to restore all your music and stories.

  • Copy your personal music into the "MyMp3Music" folder.
  • Go to the REMI app to reselect the music associated with events.
  • If you use purchased story packs, you may need to reload them.

4. Helping Us Diagnose the Issue

To help us understand the failure, please return the faulty SD card to the following address:

UrbanHello - Hervé ARTUS
13 rue Saint Antoine
75004 Paris, France

Useful Information for Our Diagnosis:

  • Which operating system did you use to transfer your music via USB?
  • What is your system version? (Windows, Mac, Linux?)

This information will help us identify the root cause of the issue.

Contact Support Back to FAQ
How to Replace the Cable? insert_link

How to Replace REMI’s Cable?

If your REMI is not turning on properly, randomly shutting off, or if the power cable has a loose connection, it may need to be replaced.

First, check the condition of the cable:

  • Is the cable cut, frayed, or damaged? It needs to be replaced.
  • Does the cable move, causing REMI to turn off unexpectedly? There may be a loose connection.

⚠️ Is Your REMI More Than 5 Years Old?

If your REMI is over 5 years old, the cable may be soldered internally. In this case, do not attempt to replace it yourself and contact Customer Support for assistance.

1. Opening REMI to Access the Power Cable

  1. Unscrew the 2 screws located under REMI.
  2. Carefully lift the keyboard to access the interior.
  3. Gently pull the internal component of REMI out of its casing.
  4. Unscrew 2 additional screws to open the internal part.

Video Tutorial for Disassembling REMI:

2. Replacing the Power Cable

  1. Locate the USB connector inside.
  2. Gently unplug the old cable.
  3. Plug in the new cable, ensuring it is securely connected.

Note: When reassembling, make sure to properly reposition the temperature sensor.

3. Reassembling REMI After the Replacement

  1. Place the internal component back into REMI’s casing.
  2. Reinsert the 2 internal screws.
  3. Close the keyboard and screw in the 2 external screws under REMI.

Need Help?

If you have any questions or encounter any difficulties, contact us. We are available to assist you with this process.

Purchase a New Cable

You can order a new compatible cable for REMI directly from our website: Buy a Power Cable for REMI.

Contact Support Back to FAQ
What is the Warranty on REMI? insert_link

What is the Warranty on REMI?

At UrbanHello, we want your REMI to last as long as possible! That’s why we have extended the warranty from 2 years to 3 years. If your REMI encounters an issue, here’s what you need to know about the warranty and repair service.

1. REMI Warranty: 3 Years Instead of 2!

All REMIs now come with an extended 3-year warranty (instead of the previous 2 years). To benefit from this warranty, simply contact our customer support with:

  • The email address used to log into the REMI app.
  • A copy of your purchase invoice.

2. What Repairs Are Covered by the Warranty?

If your REMI is still under warranty, we can replace the following parts free of charge in case of malfunction:

  • SD Card
  • Power Cable
  • Power Adapter

If a repair is needed, you will need to send your REMI back to us after contacting customer support.

3. Is Your REMI Over 3 Years Old? Our €30 Repair Service

If your REMI is over 3 years old, we offer a €30 repair service. This service includes:

  • A full inspection of REMI.
  • Replacement of the faulty part if needed.
  • Return shipping of your REMI after repair.

If you wish to use this service, you can make the payment here: UrbanHello Repair Service.

4. Sending Your REMI for Repair

Once your request has been confirmed by customer support, send your REMI to the following address:

UrbanHello - Espace ALTURA
46 rue Saint Antoine,
75004 Paris, France

Need Help?

If you have any questions or need assistance with REMI’s warranty or repair process, don’t hesitate to contact our customer support. We’re here to help!

Contact Support Back to FAQ
How to Replace the Shell? insert_link

How to Replace REMI’s Shell?

If your REMI’s shell is cracked or damaged, it can be replaced. Before proceeding, contact customer support for guidance and to order a new shell.

1. Changing the Shell: A Chance to Personalize REMI

By replacing the shell, you can also change REMI’s color! We offer both new and high-quality used shells:

  • New shell: €25 (incl. VAT)
  • Used shell (very good condition): €10 (incl. VAT)
  • Available colors: Blue, Pink, Yellow, Gray

2. Steps to Replace the Shell

  1. Unscrew the 2 screws located under REMI.
  2. Carefully lift the keyboard.
  3. Gently pull the internal part of REMI out of the shell.

Note: When disassembling, be careful not to pull on the internal wires.

? Video Tutorial for Shell Disassembly:

3. Reassembling REMI with the New Shell

  1. Insert REMI’s internal component into the new shell.
  2. Reattach the keyboard and screw in the 2 screws under REMI.

4. Purchase a New Shell

You can order a new shell directly from our website: Buy a REMI Shell.

Need Help?

If you have any questions or encounter any issues, contact our customer support. We are available to guide you through this process!