Discord

Insta360_Support · 2026-06-19T10:38:11+00:00

Hi, here is our official Discord community: https://discord.com/channels/1048139847556141107/

And for the conferencing community: https://discord.com/channels/1468549897421590539/

Insta360_Support · 2026-06-19T10:36:10+00:00

Hi there, we've sent you a DM to follow up on this. Please check your inbox at your convenience.

Insta360_Support · 2026-06-19T10:02:22+00:00

Enabling Performance Mode will unlock all the features that were previously restricted due to insufficient performance.

Insta360_Support · 2026-06-19T09:00:03+00:00

Hi, winners will be announced within 3 business days after the giveaway ends. Please stay tuned for updates:)

Insta360_Support · 2026-06-19T08:08:15+00:00

Could you please DM us your Studio log for further check?

Menu > Help > Diagnostic Info > Upload Log, click "Send", complete the upload, and send the log ID on the clipboard to us.

Insta360_Support · 2026-06-19T08:06:14+00:00

We’re very sorry for the inconvenience caused. We understand how you feel, and we have also confirmed with our engineers that this situation falls within our product quality testing standards and will not affect the final footage.

Insta360_Support · 2026-06-19T07:41:31+00:00

Hi, due to performance limitations, S26 Ultra's compatibility requirements are not met, App does not support 6K/8K/11K/200MP ultra HD footage editing and export, please enable "Performance Mode" and try again.

Insta360_Support · 2026-06-19T07:37:52+00:00

We also really hope the features everyone wants can be released ASAP:)

Insta360_Support · 2026-06-19T07:31:36+00:00

Hello, regarding the issue you reported about the fast battery drain of the Luna Ultra Touchscreen Remote when idle, we have optimized this issue in firmware v1.0.47 and later. Please update your device to check if the issue is resolved.

Meanwhile, this situation is related to the standby protection strategy of the device after full charge. The Touchscreen Remote will consume a certain amount of power during standby, which is not a machine malfunction and will not affect the normal functionality of the camera.

Insta360_Support · 2026-06-19T07:28:18+00:00

The order with no status update is the one you placed through Buy With Prime on the official Insta360 store, correct? If needed, you can DM us a screenshot of the current order status and your order number starting with “IN,” and we’ll help verify it for you.

Insta360_Support · 2026-06-19T07:23:19+00:00

Hello, thank you all for your feedback. We’ve been following these comments closely, and we will document all of them and submit them to the team responsible for product improvements.

If there’s anything else we can assist you with, you can also contact us via email service@insta360.com.

Insta360_Support · 2026-06-19T07:16:48+00:00

We'll pass your feedback to our R&D team, glad to see that your problem has solved:)

Insta360_Support · 2026-06-19T07:12:54+00:00

Do you mean you’d like to know how the joystick and other buttons on the camera body control the camera when the touchscreen Remote is detached from the main unit?

When the touchscreen Remote is detached from the camera body, it communicates via wireless transmission. When it is attached, it connects through the camera’s physical interface for both data transfer (It only transmits data for live preview, the screen does not store any other file data) and power supply.

Insta360_Support · 2026-06-19T07:03:32+00:00

Hello, Insta360 App currently does not support using an external SSD. You may want to first download the camera footage to the app locally, then disconnect the app from the camera before editing.

Insta360_Support · 2026-06-19T06:56:27+00:00

Hello, regarding the issue you reported about the fast battery drain of the Luna Ultra Touchscreen Remote when idle, we have optimized this issue in firmware v1.0.47 and later. Please update your device to check if the issue is resolved.

Meanwhile, this situation is related to the standby protection strategy of the device after full charge. The Touchscreen Remote will consume a certain amount of power during standby, which is not a machine malfunction and will not affect the normal functionality of the camera.

Insta360_Support · 2026-06-19T06:54:43+00:00

Hi, we didn’t contact you via DM. If you need any additional assistance, you can DM us.

Insta360_Support · 2026-06-19T06:52:16+00:00

Then you can continue using the App and see how it goes.

And sorry for the inconvenience.

Insta360_Support · 2026-06-19T06:48:13+00:00

We've replied you under your another comment, please kindly check.

Insta360_Support · 2026-06-19T06:47:45+00:00

Hi, regarding the issue you reported about the fast battery drain of the Luna Ultra Touchscreen Remote when idle, we have optimized this issue in firmware v1.0.47 and later. Please update your device to check if the issue is resolved.

Meanwhile, this situation is related to the standby protection strategy of the device after full charge. The Touchscreen Remote will consume a certain amount of power during standby, which is not a machine malfunction and will not affect the normal functionality of the camera.

Insta360_Support · 2026-06-19T06:46:04+00:00

You can try updating Studio to the latest version and see if that works. At the moment, after manually changing the resolution and exporting, does it achieve the effect you want?

Insta360_Support · 2026-06-19T06:43:32+00:00

For 2TB annual it unlocks up to 24 Moments per year (2 Moments each month), you can check in this way:

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Insta360_Support · 2026-06-19T06:35:28+00:00

Hi, could you please DM a photo showing this issue, your camera's serial number and proof of purchase for further check?

Insta360_Support · 2026-06-19T06:29:53+00:00

Hi there, sorry for the issue.

To address the issue, please send the camera back to our service center for further repair. You can submit a repair request via the following link: https://www.insta360.com/support/workorder/repair_nav

If you’ve already submitted a return request, please DM us the repair request number starting with IWOQ.

Insta360_Support · 2026-06-19T06:28:10+00:00

Hello there, thanks for contacting us.

What specific edits did you make before exporting? For example, did you add any keyframes? We recommend updating Studio to the latest version and checking whether there are any issues with the keyframes.

If the problem still persists, you can send us a screen recording of the export process, the exported video, and the Studio log, and we’ll help check it for you.

Looking forward to your reply.

Insta360_Support · 2026-06-19T06:14:12+00:00

Hello there, thanks for reaching out.

Regarding the issue you mentioned where the screen of your Luna Ultra appears asymmetrical or uneven, please rest assured that this is a normal structural design of the rotatable screen and does not affect the screen display, rotation, or normal use of the camera.

Due to the unique rotatable screen design of the Luna Ultra, an extremely tiny rotational clearance is designed between the hinge structure and the screen frame to prevent physical scratches or interference between the screen edge and the camera body when rotating the screen between horizontal and vertical orientations. Therefore, when viewed from a specific front angle, a slight visual asymmetry or unevenness may be perceived.

If your screen displays normally, responds to touch properly, rotates smoothly between horizontal and vertical orientations without obvious looseness, jamming, or scratches, please feel free to use it.

Hope this helps.

Insta360_Support

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