Physically damaged devices

Learn what to do if your device has physical damage.

Types of physical damage

• Cracked, peeled, or visibly weathered device cover or housing
• Stripped or stuck security screw
• Water damage or moisture inside the device
• Stuck doorbell button or other button
• Broken or detached device parts

Cracked, peeled, or weathered housing

If the device housing is visibly damaged, check if replacement parts are available on Ring.com. For example, you can purchase replacement doorbell faceplates. If the damaged part is unavailable, contact Ring Customer Support for assistance.

Stripped or stuck security screw

If the security screw is stripped or stuck in the device, try the following steps. Once the screw is removed, you can purchase replacement screws and faceplates through our spare parts kits on Ring.com.

• Use any small flathead screwdriver to fit between the screw's six points and unscrew it.
• Try grabbing the screw with small pliers and twisting to unscrew it.
• Stretch a rubber band over the screwdriver head for better traction when loosening the screw.

Water damage

Water damage can include excessive moisture inside the camera lens or body of the device, rust on the device exterior, or peeling paint. If you suspect water damage, power off the device by removing batteries, unplugging power adapters, or turning off the circuit breaker.

Water resistance and best practices

Ring doorbells and outdoor security cameras are water-resistant and designed to withstand normal rainfall and snow. However, they are not waterproof and should not be submerged or exposed to high-pressure water. Consider installing your Ring device under a protective overhang.

Condensation in Smart Lights

Condensation inside the lens of Ring Smart Lights is expected and does not threaten the device. However, if you suspect water leaking into the body of the device, power it off. Learn more about condensation and Ring Smart Lights.

Stuck button

If your doorbell button or setup button is stuck:

• Wiggle the button side to side and in a circular motion.
• Check for debris around the button edges, and remove any obstructions.
• Press the button down firmly and release. Repeat this step a few times.

Battery hatch is open "error" in the Ring app

If your Ring app shows an open hatch alert for your Spotlight Camera when it's closed, or if you can't close the hatch, follow these steps:

1. Open your camera's hatch and take out the battery. Then reinsert the battery.
2. Push the battery until you hear it click into place.
3. Close the hatch with firm pressure until it locks.
4. Wait for your camera to reconnect, then start a Live View to make sure it works.

For additional support for a physically damaged Ring device, contact our Customer Support Team.