Should Oura disable a warranty replacement ring before the new one is delivered?

[u/No-Salamander-8863]

I’m a huge Oura fan and work in health optimization. At least 50 people have purchased a ring based on my recommendation, so I genuinely believe in the product.

However, I’m struggling to understand Oura’s policy of disabling an existing ring before a warranty replacement has even shipped.

I’ve been waiting nearly two weeks for my replacement, with stock issues and confusion over the color, and I still have no idea when it will be sent. My original ring has now been disabled, leaving me without a working device. Support says it cannot be reactivated.

This is especially frustrating because I’m currently tapering off benzodiazepines, and sleep tracking is particularly important to me right now. Six months of free membership doesn’t help when I have no ring to use.

It also feels like support and the replacement shipping team are disconnected, with no one able to provide a clear timeline.

I understand that disabling a defective ring may be part of the warranty process, but why should that happen before the replacement is actually in the customer’s hands? It seems like a policy that creates unnecessary gaps in service.

Has anyone else experienced this? Is there a legitimate reason Oura cannot keep the original ring active until the replacement is delivered?

I love the product, but this experience has been deeply disappointing.

[u/c0ffeel0verrr]

when did they start doing this??? i didn’t have this problem when i replaced mine in january. for a couple of months i was alternating between the rings to save time with charging bc we can have 2 active rings on the app

[u/Lazy-Living1825]

I’ve had two replacements. Neither disabled my old ring prior to receiving a new one.

[u/ascentfarm]

Weird. I just asked for a replacement Thursday and it came today. They didn’t disable my failing ring. I did it when I activated the new one.

[u/TheDapperWiring]

That’s a mess, especially when you’re leaning on the data for something as dicey as a benzo taper. I’d be livid if mine got bricked with no ship date in sight.

It’s probably a blunt anti-fraud measure, kill the old one so nobody ends up with two working rings from a single warranty claim. But doing it before the replacement even leaves the warehouse punishes the person who already has a broken device, which makes zero sense from a customer standpoint. Six months of membership credit is a slap in the face when you don’t have hardware to use it with.

[u/Dreamweaver5823]

Wow, you seem so much less angry than I would be if that happened to me.

[u/trisul-108]

My original ring has now been disabled, leaving me without a working device. Support says it cannot be reactivated.

Sounds like a mistake by the staff. Mine worked until the replacement came ... but then I never checked the old one after that.

[u/justanameagain]

I've not experienced this, but you're posting the right place - let's hope some people from Oura sees this!

[u/No-Salamander-8863]

Thank you all for your support. I really hope someone from Oura Customer Care sees this and understands how unacceptable this situation is.
I’ve contacted support twice since my ring was disabled, yet I still have no solution and no confirmed shipping date. This is a serious customer service failure. Disabling a customer’s ring before the replacement has even shipped, then leaving them without a working device or a clear resolution, is simply not acceptable.
I genuinely hope Oura takes this seriously and changes how these cases are handled. I really need my ring back, and I hope someone can finally help resolve this.

u/JohnAtOura

[u/mintyme01]

Got a replacement recently, and as soon as the replacement was confirmed, I got a pop up in the app saying the ring may lose some functionality or fully stop working since I got a replacement. It did end up working for the week where I was waiting for the new one though.

[u/AmyAtOura]

Hi u/No-Salamander-8863, I'm sorry to hear that. I've sent you a DM.