I recently bought a used Loona as I live in NZ and they are quite rare. Expecting problems I seem to have got them. Connects up all very well but after the "adoption process" the head does not raise up and either lolls forward or backwards . You can lift it up but it wont stay up. Suggestions ideas thoughts would appreciate the help
Loona Robot new owner (1 Viewer)
- Thread starter gnfb
- Start date
- 1335
phelips
RATH Regular
That sounds frustrating. It's likely a hardware issue with the neck gear. Since it's used, something might be worn out or loose inside. A hard reset might help check online for the button combo. If that fails, you might need to open it up or find a repair guide, as official support is probably not an option.
Is the reset you are talking about the one where you hold the button on the back a full 12 seconds?
Welcome gnfb. I’m just across the pond in Australia
Sounds like the motors have failed, unfortunately this was a common issue on some earlier batches, unsure if it’s still an ongoing issue. Was your box orange or black? The orange boxes were from the early batches.
I would try to get a refund from the seller. If that’s not possible try contacting Keyi Tech and see if they will repair it under warranty. Because it was purchased used your only option for repair might be through an unofficial channel but I would either try to get a refund from the seller or repair/replacement by Keyi Tech as shipping to the US from New Zealand for repairs isn’t really viable. A member of our forums was able to get a replacement by Keyi despite purchasing second-hand, but unsure if they are still doing this as usually require the official purchase receipt- maybe see if the seller can provide you with that.
Reach out to Keyi Tech using the email at the bottom of their warranty policy here: I definitely don’t recommend anyone purchase Loona second-hand, it’s too risky.
https://keyirobot.com/pages/warranty-policy
If Keyi won’t help, contact Gary at Last Chance Loona Repairs in the United States and see what he can do. More info about Gary’s repair options below.
https://robotsaroundthehouse.com/threads/last-chance-loona-repair-“when-you-can-not-fix-it-yourself”.766/
Hope you can get this sorted. Your best option might be to just sell it as broken and buy a new replacement.
Sounds like the motors have failed, unfortunately this was a common issue on some earlier batches, unsure if it’s still an ongoing issue. Was your box orange or black? The orange boxes were from the early batches.
I would try to get a refund from the seller. If that’s not possible try contacting Keyi Tech and see if they will repair it under warranty. Because it was purchased used your only option for repair might be through an unofficial channel but I would either try to get a refund from the seller or repair/replacement by Keyi Tech as shipping to the US from New Zealand for repairs isn’t really viable. A member of our forums was able to get a replacement by Keyi despite purchasing second-hand, but unsure if they are still doing this as usually require the official purchase receipt- maybe see if the seller can provide you with that.
Reach out to Keyi Tech using the email at the bottom of their warranty policy here: I definitely don’t recommend anyone purchase Loona second-hand, it’s too risky.
https://keyirobot.com/pages/warranty-policy
If Keyi won’t help, contact Gary at Last Chance Loona Repairs in the United States and see what he can do. More info about Gary’s repair options below.
https://robotsaroundthehouse.com/threads/last-chance-loona-repair-“when-you-can-not-fix-it-yourself”.766/
Hope you can get this sorted. Your best option might be to just sell it as broken and buy a new replacement.
It’s a limited edition model that was only sold in Japan which you can no longer buy new- it’s quite rare. If Keyi replace it you may just get a generic model.
Try getting a partial refund from the seller and maybe use that money towards getting repaired. If you don’t care about it being a limited edition maybe sell and buy a new one. You could get what you paid for it despite it being broken due to its value to collectors, they sell for three times that much on eBay.
But getting it repaired by Gary might also be an option. You could even try repairing yourself but I don’t advise that if you have no experience with electronics repairs. Depends how much risk you want to take on. Good luck
Hello,
Similarly, I experienced several issues with the second-hand Loona robot I purchased. Since Keyi Tech does not have technical support in Turkey, I had no choice but to repair it myself.
First, its ears malfunctioned and started vibrating continuously. After exchanging emails with the Keyi Tech team, they kindly sent me two replacement ears free of charge. Once I installed the new ears, the issue was resolved.
Later, a few months ago, the right leg motor malfunctioned, causing Loona to completely lock up. It couldn’t move up or down and kept falling backward. To fix this, I ordered an N30 motor from AliExpress and followed the repair tutorial in the video below to replace the waist motor. Thankfully, after this repair, it has been working perfectly without any issues.
The only difference between my repair process and what was shown in the video is that I removed the gear system from the new motor and attached the original gear system from the malfunctioning motor to the new one. This way, I replaced only the faulty motor without changing the gear mechanism.
I’m not a professional in this field, but you don’t need to be one either. If you have some basic technical skills and a bit of dexterity, you can do it yourself as well.
Similarly, I experienced several issues with the second-hand Loona robot I purchased. Since Keyi Tech does not have technical support in Turkey, I had no choice but to repair it myself.
First, its ears malfunctioned and started vibrating continuously. After exchanging emails with the Keyi Tech team, they kindly sent me two replacement ears free of charge. Once I installed the new ears, the issue was resolved.
Later, a few months ago, the right leg motor malfunctioned, causing Loona to completely lock up. It couldn’t move up or down and kept falling backward. To fix this, I ordered an N30 motor from AliExpress and followed the repair tutorial in the video below to replace the waist motor. Thankfully, after this repair, it has been working perfectly without any issues.
The only difference between my repair process and what was shown in the video is that I removed the gear system from the new motor and attached the original gear system from the malfunctioning motor to the new one. This way, I replaced only the faulty motor without changing the gear mechanism.
I’m not a professional in this field, but you don’t need to be one either. If you have some basic technical skills and a bit of dexterity, you can do it yourself as well.
Hi all I am back I still have my broken loona 
I have opened it yet and the only additional information i have is that i tried to run a coordination test it went through all 100% and failed all the time it was going through it did not move at all. So It seems I may need some parts Motors gears etc is there a place to order them?
I have opened it yet and the only additional information i have is that i tried to run a coordination test it went through all 100% and failed all the time it was going through it did not move at all. So It seems I may need some parts Motors gears etc is there a place to order them?I got excited to early after contacting keyirobot with my story i got this reply
"Dear customer, Thanks for reaching out to us!
If you are in warranty, we will deliver a new Loona to you for free.
If not, you can get a new Loona through paying 128 USD plus the shipping fee of 20 USD
Please let us know if you would like to proceed.
Thank you for your understanding and support."
Boy was i excited i supplied as much info as i had
and then got
"We understand that you are seeking support for your Loona device. However, as it was not bought via our official sales channels, we are afraid we cannot offer the relevant after-sales services at this time.
For a more targeted resolution, we suggest you contact the purchasing platform directly—they will be in a better position to assist you with your request.
"
As we say down here in nz and oz B******
got excited to soon oh well back to the drawing board
"Dear customer, Thanks for reaching out to us!
If you are in warranty, we will deliver a new Loona to you for free.
If not, you can get a new Loona through paying 128 USD plus the shipping fee of 20 USD
Please let us know if you would like to proceed.
Thank you for your understanding and support."
Boy was i excited i supplied as much info as i had
and then got
"We understand that you are seeking support for your Loona device. However, as it was not bought via our official sales channels, we are afraid we cannot offer the relevant after-sales services at this time.
For a more targeted resolution, we suggest you contact the purchasing platform directly—they will be in a better position to assist you with your request.
"
As we say down here in nz and oz B******
got excited to soon oh well back to the drawing board
Yeah unfortunately lack of repair support for secondhand purchases is standard in the industry and why I would never recommend buying secondhand. Shame they aren’t going to help at all. It’s such a niche hobby would think these companies would be bending over backwards to help customers.
Apologies for the lack of response, I was hoping someone who knew where to source parts for the legs might chime in. I only have links for the ear gears and can find them if they would be helpful.
Maybe ask if they will send a hip replacement kit? I’ve heard of one person who was successful with that, but it’s possible they have changed their policies since then. I’m in Australia so can understand haha.
Yeah doesn’t make sense to sell a robot and not stock replacement parts. Highly doubt I’ll purchase from them in future because of this inability to offer ongoing repair support.
Apologies for the lack of response, I was hoping someone who knew where to source parts for the legs might chime in. I only have links for the ear gears and can find them if they would be helpful.
Maybe ask if they will send a hip replacement kit? I’ve heard of one person who was successful with that, but it’s possible they have changed their policies since then. I’m in Australia so can understand haha.
Yeah doesn’t make sense to sell a robot and not stock replacement parts. Highly doubt I’ll purchase from them in future because of this inability to offer ongoing repair support.
"The plot thickens"
"
We would like to kindly clarify two points for you:
There is a possibility that the product you purchased is not an authentic one.
Our company is a technology enterprise based in China, and we are not affiliated with any Japanese company.
"
from doctor google so not sure of factual
"
Loona robots in Japan are distributed by Anker, not the original creator,
KEYi Tech. Reports indicate the Japan-specific app has not been updated since September 2024 and experienced issues following the Anker takeover. The Japanese version, "Loona Blue," was reported as sold out with no restock plans as of early 2025.
Key details regarding this situation include:
"
"
We would like to kindly clarify two points for you:
There is a possibility that the product you purchased is not an authentic one.
Our company is a technology enterprise based in China, and we are not affiliated with any Japanese company.
"
from doctor google so not sure of factual
"
Loona robots in Japan are distributed by Anker, not the original creator,
KEYi Tech. Reports indicate the Japan-specific app has not been updated since September 2024 and experienced issues following the Anker takeover. The Japanese version, "Loona Blue," was reported as sold out with no restock plans as of early 2025.
Key details regarding this situation include:
- Manufacturer vs. Distributor: While KEYi Tech is the original developer of the Loona AI robot, the Japanese market version has been managed by Anker.
- App & Support Issues: Users have reported that the Loona Japan app became buggy and stopped receiving updates in late 2024.
- Availability: The "Loona Blue" edition in Japan had no reported plans for replenishment following the Makuake campaign.
"
Hi gnfb. You gotta laugh or you would cry at the absurdity of it all.
Issues that might be occurring with a droopy neck:
• A motor has worn out.
• A gear has slipped out of position.
• The plastic housing that encases the motor has cracked messing with the gears.
• A position sensor issue- although this is usually associated with shaking.
Because the motor is suspended it’s susceptible to cracking the plastic housing around it which can lead to the gears moving position and Loona having trouble lifting its head.
I’ve included some video tutorials relating to Loona’s hip mechanics below:
Loona robot hip sensor replacement tutorial.
Loona robot hip motor repair replacement tutorial.
Loona robot position sensor replacement tutorial.
Loona robot hip motor replacement with new motor tutorial.
Loona robot hip motor mount overview.
Issues that might be occurring with a droopy neck:
• A motor has worn out.
• A gear has slipped out of position.
• The plastic housing that encases the motor has cracked messing with the gears.
• A position sensor issue- although this is usually associated with shaking.
Because the motor is suspended it’s susceptible to cracking the plastic housing around it which can lead to the gears moving position and Loona having trouble lifting its head.
I’ve included some video tutorials relating to Loona’s hip mechanics below:
Loona robot hip sensor replacement tutorial.
Loona robot hip motor repair replacement tutorial.
Loona robot position sensor replacement tutorial.
Loona robot hip motor replacement with new motor tutorial.
Loona robot hip motor mount overview.
wow thanks time to set up a small workbench again!
Well hang on for a few days and I will see if i can get the site up with the theme then it "should" just be a capture title and add all in one place if you like?
Similar threads
- Go Bot Robot
- Loona PetBot & DeskMate by KEYi TECH
