Here are some basic questions on navigating through the KWA Help Desk.

How do I submit a ticket?

1. Go to the HELP DESK link and REGISTER.
   • Once you have registered you will receive an email to activate your account.
2. Once your account is activated you may log in and click SUBMIT TICKET
3. Click on the appropriate department and click NEXT.
4. Fill in SUBJECT box.
5. Fill in MESSAGE box.
6. After writing your message click SUBMIT.

How do I view my ticket?

1.  Go to the HELP DESK link and LOGIN.
2. Once you have logged in click VIEW TICKETS.
3. Your existing tickets will appear with a FOUR DIGIT TICKET NUMBER.
4.  Click on the SUBJECT you want to reply to and click POST REPLY.
5. You cannot reply to the email, you can only reply to the ticket.

I cannot view my ticket.

• If you did not register when submitting a ticket, your password was emailed to you.
• Check your email and SPAM folder for a password or re-register.
• Once registered LOG IN and click VIEW TICKETS. Tickets are linked to the email used when the ticket was created and will appear with a FOUR DIGIT TICKET NUMBER.
• Click on the subject of the ticket and click POST REPLY

How do I request an RMA?

1. Go to the HELP DESK link and REGISTER.
2. Once you have registered, login and click SUBMIT TICKET
3. Click on appropriate department and click NEXT
4. Fill in SUBJECT box
5. Fill in MESSAGE box
6. After writing your message click SUBMIT.

Why doesn’t anybody answer my email?

• KWA Customer Service representatives can't see your email, you must log in to the Help Desk to reply to your ticket.
• If you do not receive a reply, go back to the HELP DESK and LOG IN to view the response.

How long will it take to receive a reply once I have submitted a ticket?

• The Help Desk is monitored Monday through Friday from 9:00am-5:00pm.
• Tickets will be viewed in the order they are received.
• Except for tickets submitted over the weekend, tickets will be responded to within 24 hours.

First Time User?

-Evaluate your needs

• KWA Sales-Dealer inquiries only

• KWA Pro Shop- For part inquiries, please have part numbers ready. Diagrams can be accessed under the DOWNLOADS section on the Help Desk.
• KWA Repair Center- For out of warranty items
• KWA Warranty Service- Items within 45 days of purchase. Review warranty card for terms and conditions.
• KWA General Questions- We do not discuss upcoming releases or prices
• KWA Technical Questions- For troubleshooting tips. We do not give out repair instructions.

 *For additional technical information please visit our forum. Our forum is an excellent source of information for the KWA enthusiast. You will find posts related to everything from cosmetic enhancements to performance upgrades and everything in between.

-What do I need to know when submitting a ticket?

1. When submitting a ticket please include:

a. Full name and shipping address

b. Contact phone number

c. Gun model and serial number (located on the gun)

d. Brand and weight of bbs being used

e. If AEG what type of battery being used

f. Where the gun was purchased and the purchase date

g. Brief but specific explanation of what the problem is

We have received a couple reports on MP7 Bolt Catch fail to lock when magazine is empty.

The problem is due to damaging the BB Follower by continuously slamming/springing the BB Follower when magazine is empty.

Recently, we have been getting in a lot of returns with a cracked hopup.