Kickstarter update #19 — Canadian & UK customs, support updates & community news

Jan 28, 2025

Update: #19

Author: GLORB Team (SNRGY Studios AB)

Date: 2025-01-28

What’s in this update

🇨🇦 Canadian Customs Issue Resolved – Orders Rolling Out!
🇬🇧 UK Customs Issue – Test Orders Sent!
❗Receiving more or fewer GLORBs than ordered?
📢 Updates on current status
📖 User Guide
🛠️ Issues and fixes

DEAR GLORBATEERS!

It’s incredible to see so many of you now enjoying your GLORBs! Knowing that most of you are loving them is truly heartwarming. That said, we’re aware of some common manufacturing issues, like popped panels and other mishaps. Please rest assured—we’re dedicating most of our time to addressing and resolving the issues sent to support@glorb.me. We won’t consider this launch complete until every backer receives the high-quality product we promised.

We also acknowledge that we fell short in communicating about the customs delays affecting UK and Canadian orders over the past two weeks. For this, we sincerely apologise.

1) 🇨🇦 Canadian Customs Issue Resolved – Orders Rolling Out!

Almost all Canadian orders were delayed due to customs issues at the distributor in Utah. We’re happy to report that this issue has now been resolved, and deliveries are underway. Expect a tracking email shortly!

Please note that you’ll need to pay for customs charges upon delivery, but don’t worry—we’ll reimburse you. Simply send a photo of your customs bill to accounting@glorb.me, and we’ll process the reimbursement ASAP.

2) 🇬🇧 UK Customs Issue – Test Orders Sent!

UK orders were held up at the distributor in the Czech Republic due to customs complications. We believe the issue is now resolved and are sending test orders today to confirm.

This has been far more complex than we anticipated, and we’ve been relying on our logistics partner to resolve the matter. We’re hopeful that this test will pave the way for smooth deliveries, and you’ll have your GLORBs soon without any further delays.

3) ❗Receiving more or fewer GLORBs than ordered?

Due to an error in our logistics platform during order import, some of you may have received more GLORBs than you ordered, while others received fewer.

If you received too few or too many units, please email us at support@glorb.me so we can either send the missing units or arrange a return for the extras.

If you received extra GLORBs, we understand it might be tempting to keep them. While this error is on us, we’d truly appreciate your honesty in helping us resolve the issue. As a thank-you, we’ll reward you in a fitting way. If we don’t hear from you, we’ll eventually reach out to arrange a return, as our stock and resources are very limited and every GLORB counts.

4) 📢 Updates on current status

Get the app: Download / open the GLORB app

Android app

We understand the extra inconvenience Android users have faced. We’re preparing a beta version with basic controls and easier access to the WLED interface for advanced features.

iOS app features

The iOS app is being updated regularly. Current priorities include troubleshooting scheduling and sync stability, the most common user concerns.

Warranty display

While we haven’t set up a warranty registration system yet, your warranty is valid. The warranty display in the iOS app will be updated soon.

Firmware version display

The firmware version displayed in the settings page can show an older version even after updating. We will fix this issue.

Audio reactivity

This feature isn’t prioritised in the initial firmware but will be included in future updates. If your microphone isn’t working as expected, we’re determining whether software updates can resolve the issue before offering hardware replacements.

Smart home integrations

Additional smart home features will be refined after the first wave of shipments. Setup guides for existing integrations will be published soon.

Physical issues, missing parts, and ceiling mounts

If your GLORB doesn’t boot, light up properly, or has misaligned panels, these could stem from assembly errors, LED connections, or power supply issues. Contact support@glorb.me, and we’ll determine if a replacement is needed. If any parts are missing, email us and we’ll send replacements.

Many of you have asked about ceiling mounting. Challenges like socket standards and cable lengths will be addressed in future product updates, and we’re considering offering compatible accessories like mounts and extensions. Note that USB‑C extensions can lead to voltage drops; we advise using a power extender closer to your GLORB.

Firmware update available (important)

An update is available with minor bug fixes and GLORB-specific animation filters in WLED (animations customized to GLORB are marked with an icon). Important: do not install other custom firmware or standard WLED builds that are not officially supported by us. Incorrect configurations during firmware updates can brick your device. Please contact support@glorb.me if you have issues.

5) 📖 User Guide

In the user manual included in the box, you’ll find a link to our user guide webpage. This page will be regularly updated with resources such as instructions for setting up your GLORB with our iOS app (iPhone) and the WLED Native app (Android) until our cross-platform app is ready. It also includes firmware update info, known issues, DMX control setup and more.

On this site: Manuals & user guide
Legacy GitHub user guide: snrgy-studios.github.io/GLORB-User-Guide

6) 🛠️ Issues and fixes

To minimise replacements, we may ask you to try a few troubleshooting steps if you encounter issues. While this isn’t something we can require, it’s incredibly helpful for us as a small company to reduce the number of replacement units we need to send out. That being said, we won’t consider this launch complete until all backers receive the quality product we set out to deliver.

Check the user guide: start with troubleshooting and known issues.
Create a support email: if you can’t solve it, email support@glorb.me with pictures/video + what you tried.
Returns: we’re working on returns for damaged units; we’ll contact you about how to send faulty units back soon.

Please use email for issues (with pictures/video). We’re delivering thousands of units right now and are contacted on many platforms; email helps us keep everything trackable and respond faster.

Known issues

Power adapter: if your GLORB doesn’t start, try a different USB‑C power adapter (5V 3A). If that works, still report the issue via support@glorb.me.
Panel gaps: often caused by rough handling in shipping. In many cases this is fixable (but can take some force). If you need help, contact support.

❤️ Thank you ❤️

We’re incredibly grateful for your patience, understanding, and support through logistics setbacks, customs hiccups, and product issues. Please know that we remain fully focused on ensuring every one of you receives the high-quality product we promised.

We’re shifting the majority of our discussions to the GLORB Discord, which will become our community HQ. That said, we’ll still be active in the GLORB community on Facebook, where we love seeing your videos and photos, your questions, and feedback.

If you have any questions or concerns, don’t hesitate to reach out—we’re here for you. Take care, and have a fantastic rest of the week. May the GLORB be with you.

Warmest regards,
The GLORB Team