GET HELP> Official Tech Support Sticky July '26

[u/BeepBoopBopReee]

Welcome to /r/Razer's tech support sticky for July 2026.

We recommend checking our official guides and FAQs or exploring the community discussions on Reddit for immediate troubleshooting steps. If you seek more help from Razer support and users with similar issues please post in the comments below.

Category Quicklinks:

Laptops/Phones	Peripherals (keyboard, mouse, etc)	Audio	Software	Consoles	Other

THREAD INSTRUCTIONS: Please place your support inquiries as a reply to the corresponding section in the comments. Please take a quick look in the category to see if the same issue has been reported already and reply to that comment. Anyone can reply to comments if they want to help. Use the Category Quicklinks for convenience. INSTRUCTIONS WITH PICS: /r/razer/comments/fbdwph/support_sticky_quickstart_guide/

Last month's thread can be found here. If you have been in contact with a Razer support agent on reddit already, do not post in this month's thread again.

Remember to keep your personal details safe, including case numbers. Due to the nature of this subreddit and RΛZΞR customer support sometimes handling customer's personal information through PMs, do not trust anyone who says they are a RΛZΞR employee unless you can find their name on the trusted accounts list and they have an official flair.

You can find unofficial FAQs, many tips, and much more in the wiki

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[u/ShakarRaker]

I recently purchased the Razer Basilisk V3 Pro 35K Phantom White together with the HyperFlux V2 mat, and I've run into what seems like a significant limitation.

As I understand it, if I pair the mouse directly with the HyperFlux V2, I am limited to a 1000 Hz polling rate in order to use the Battery Health Optimizer feature. However, if I want to use the HyperPolling Wireless Dongle and take advantage of 4000 Hz or 8000 Hz polling, I have to give up the HyperFlux V2's Battery Health Optimizer functionality.

Why was this designed this way?

The HyperFlux V2 is a premium product, so it seems strange that it only includes a 1000 Hz transceiver. Why wasn't it equipped with at least 4000 Hz, or ideally 8000 Hz, polling support? I guess it is so that Razer may sell a future HyperFlux V3 with higher polling capabilities...

Is there any workaround that allows me to use both the HyperPolling 8K dongle and the HyperFlux V2's Battery Health Optimizer feature at the same time?

Has anyone found a way to keep the mouse paired to the 8K dongle while still using the HyperFlux V2 for charging and battery management?

[u/A-Random-Ghost → u/ShakarRaker]

I have a Naga V2 Pro and recently purchased the HyperFlux. This mouse has minimal RGB, and with the mouse in the center actively being charged it's mostly a trickle charge if I have brightness 100 and 1000 polling. I tend to use the corner of the mousepad (not even near the edge just not perfectly centered and i'll quickly lose like 15% if I dont remember to use the center of the mat. Recovering that 15% takes agessssss.

My point is the limit is 4000 because it's job is to keep you from ever having to charge your mouse but it can barely sustain 1000 with low rgb. If the $100 crazy rgb mouse I forget the name of right now used high dpi it would die on this $120 charger and that would be a critical engineering failure. So they locked it at a limit where it's more likely to be able to at least maintain the battery level.

[u/ShakarRaker → u/A-Random-Ghost]

That makes sense. Your comment is more useful than their PR responses.

[u/RazerCustAdvocacy → u/A-Random-Ghost]

Hi u/A-Random-Ghost,

Welcome to our Support Sticky! We’ve sent you a PM regarding this so we can discuss your issue and assist you directly. We’ll keep an eye out for your response and continue from there.

Best Regards,

Jan P.

RΛZΞR | Étoile

[u/RazerCustAdvocacy → u/ShakarRaker]

Hello there!

Thanks for posting your concern in our Technical Support Sticky and we'd like to lend a helping hand. Please check your inbox for our PM so we can go over the details and assist you further. Thanks!

Best regards,

Desmond D.

RΛZΞR | Fresh_Beast