KTC Contact Support Preparation Guide

Use this page when you need help from KTC support and want to prepare the right information before sending a message.

Quick Answer

Send one complete message with your order number, purchase channel, monitor model, serial number, issue description, photos or video, and troubleshooting steps already tried. Complete information helps support review the case faster and reduces back-and-forth questions.

After preparing those details, use the KTC Contact Us page to send your support request.

What Should I Include in My First Support Message?

Prepare:

order number
purchase channel or store name
monitor model
clear photo of the serial-number label
purchase date or order screenshot
short description of the issue
photos or video showing the problem
troubleshooting steps already tried
cable, port, and source-device details if the issue is technical

For replacement cases, support may also request full name, phone number, complete shipping address, and postal code.

Where Can I Find My Order Number and Serial Number?

Find the order number in your purchase platform order history or confirmation email.

Amazon: open Your Orders, find the KTC order, and copy the order number or take a screenshot.
Official store: use the order confirmation email or account order page.
Serial number: check the white nameplate on the back of the monitor support column. It is usually formatted as K followed by numbers.

Support may ask for a photo of the serial-number label to verify the exact unit. Make sure the photo is clear enough to read the model and serial number.

What Photos and Videos Help KTC Support Most?

For most cases, support can review faster when you include:

one full photo of the monitor
close-up photos of the affected area
a short video showing the issue while it happens
a photo of the monitor label
a photo of the power adapter label if power is involved
screenshots of display settings if the issue is related to resolution, refresh rate, or HDR

If the message system cannot upload a large video, send the order number first and ask support for the preferred upload method.

What Technical Details Should I Include?

If the issue involves signal, black screen, flicker, no sound, USB-C, KVM, or sleep-wake behavior, include:

cable type, such as HDMI, DisplayPort, or USB-C
monitor input used
source device model
resolution and refresh rate setting
whether the OSD menu opens
whether the issue appears on the startup logo or OSD menu
cables, ports, and devices already tested

What If an Accessory Has a Problem?

For power adapters, cables, stand parts, remote controls, or other accessories, include a photo or short video showing the exact malfunction. Support may handle the case as accessory replacement, warranty service, or return review depending on the order and item involved.