QUICK ANSWER
If a vertical line remains when the BOOX screen refreshes, treat it as a support case.
Do not press the panel, open the device or factory-reset it just to test the line. Instead, make a short video that shows the line while you trigger a full-screen refresh, photograph the tablet from several angles, and save the serial number and purchase invoice. BOOX explicitly asks for a refresh video, serial number and proof of purchase when permanent vertical or horizontal lines appear.
Back up important notes and documents before repair is discussed. A persistent line can have more than one cause, and a photo alone cannot establish whether BOOX will classify the fault as covered hardware failure or external screen damage.
FIRST CHECKS
Separate a temporary display artefact from a persistent line
- Stop applying pressure.Remove nothing that requires force and do not massage, flex or squeeze the panel. Keep the device flat and protected while you inspect it.
- Trigger one normal full-screen refresh.Film the screen before, during and after the refresh. BOOX asks owners to provide a short video showing the display issue while the page refreshes.
- Check more than one screen.Open Settings or the Library as well as the app where you first saw the line. A line that stays in the same physical position across screens is the useful symptom to document.
- Restart once, normally.A standard restart is a reasonable non-destructive check. Do not proceed to a factory reset: it removes data and does not replace the evidence BOOX requests for permanent lines.
- Inspect without guessing.Photograph the front, back and edges in good light. Note any crack, dent or pressure point, but do not decide the warranty outcome yourself.
READ THE RESULT
Your evidence should show what changes and what does not
An intermittent display artefact is different from a line that remains through a refresh. Note the app, refresh mode and firmware version, then use on-device Feedback if it repeats.
BOOX specifically tells owners with permanent vertical or horizontal lines to contact customer support with a short refresh video, serial number and proof of purchase.
Photograph the whole device and the affected area. BOOX says externally caused screen damage falls outside its standard warranty, but support should assess the evidence.
Photograph the front, back, edges and protective case. Do not promise yourself a warranty outcome: BOOX decides coverage after reviewing the device and purchase details.
Ghosting, a stuck image and a fixed line are not interchangeable descriptions. Use plain, observable language in the ticket: where the line sits, whether it is vertical or horizontal, whether it crosses the whole panel, and whether it remains after a refresh and restart.
- A short video showing a full refresh
- Clear front, back, edge and close-up photos
- The device model and serial number
- The current firmware or build number
- The invoice, retailer and purchase date
CHOOSE THE RIGHT ROUTE
Hardware support depends on where you bought the BOOX
For a device bought from the official BOOX Shop or its official AliExpress store, BOOX directs hardware issues to its Service Request Form. For Amazon purchases, its support table also points to the Service Request Form. If the tablet came from another seller and remains within that seller's warranty period, BOOX says to contact the seller directly.
On-device Settings > Feedback is BOOX's documented route for software bugs and lets its technical team inspect optional operation logs. Logs do not replace the video and purchase evidence requested for permanent lines. BOOX says the team cannot see document contents through those logs, and sending them is optional.
If the fixed line remains across system screens and refreshes, open the hardware case. If the display instead glitches only inside one app or began with a firmware change, also submit on-device Feedback with the build number and a precise reproduction sequence.
WARRANTY AND REPAIR
A line does not tell you the coverage decision
BOOX's current shop policy lists the display among the electrical components that can receive warranty maintenance when a qualifying product fault occurs under normal use. The same policy excludes damage caused by outside force, including cracks, and says warranty is generally tied to the place of purchase. Purchases from BOOX Shop are listed with a one-year warranty; BOOX Euro Shop purchases are listed with two years.
BOOX also has a screen-damage article saying vertical, horizontal or irregular lines can be signs of physical damage and that such damage is not covered by its standard warranty. That makes careful documentation important, but it does not let a remote guide determine the cause of one owner's line. Ask for BOOX's assessment and a written repair or replacement proposal before shipping anything.
If the seller, region or local consumer law gives you different rights, follow that purchase route. BOOX's own policy notes that local consumer-protection law still applies.
BEFORE SENDING IT
Back up first and wait for shipping instructions
BOOX tells owners to back up their data before repair and says it is not responsible for data lost during maintenance. Save essential notes and documents through the method you already trust, then verify that the copies open elsewhere. Do not erase the only copy while waiting for support.
Do not mail the tablet until support confirms the case and destination. BOOX's repair guidance says to send only the device and required materials, not unrelated accessories, and to protect the screen carefully in transit.
SOURCES
Authoritative documentation
Support and warranty guidance was checked on September 20, 2026 against BOOX's current help and store documentation. Yeinks has not inspected the affected device and cannot classify an individual line as accidental damage or a warrantable defect.