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DJI Flyaway Service Workflow

What to Do If Your Aircraft Flies Away — How to Apply and What to Expect

If your drone didn’t come home and you can’t locate it after a flight, the Flyaway Service is the right path. DJI will review your flight records and work with you on a service solution.

Important: Before submitting a flyaway case, try to locate the aircraft using the Find My Drone function in your DJI app. Don’t delete the app or clear app data, doing so can cause the case registration to fail because of missing flight data.

Try to locate the aircraft first

DJI provides a Flyaway Retrieval Guide on their portal with step-by-step instructions for each app (DJI Fly, DJI GO 4, DJI Pilot 2, DJI Pilot, and DJI GO). The general approach across all apps is:

  1. Open the relevant DJI app and go to Find My Drone (location varies by app, usually in Profile or the top-right menu).
  2. Note the last known coordinates of the aircraft.
  3. Use a map app to navigate to those coordinates.
  4. If you’re close to the aircraft and the remote controller is connected, use Start Flashing and Beeping (DJI Fly and DJI GO 4 only) to help locate it visually and audibly.

Safety first: Don’t put yourself in danger to retrieve the aircraft. If it’s in the sea, on a cliff, or anywhere unsafe, don’t attempt recovery.

How to apply on DJI’s portal

⚠️ You must be logged in to your DJI account to submit a Flyaway application. 

  1. Go to DJI’s Flyaway Service page and click Flyaway Registration.
  2. Fill in your product and personal information; the system will generate a service case.
  3. Upload your flight records from the date of the accident.
  4. Wait for DJI to evaluate your case (typically 2–3 working days).

What you’ll need before you apply

  • The correct aircraft serial number and your DJI account name.
  • The exact accident date and a detailed description of what happened.
  • Successfully uploaded flight records from the date of the incident (the portal includes Flight Records Uploading Guidelines).
  • A reminder: don’t delete the DJI app or clear app data before reporting, the flight records may be lost.

What happens after you apply

  1. Flyaway registration. You submit your product and personal info, and a service case is generated.
  2. Case accepting and service offer confirmation. DJI analyzes and evaluates your declaration within 2–3 working days, then contacts you with a follow-up service plan.
  3. Fees and payments. You’ll receive a quotation. Pay via the link in the quote or by bank transfer.
  4. Product sending. After payment, the DJI Service Center will send you the agreed product.

Good to know

  • Shipping fees: DJI covers shipping fees for the Flyaway Support Service.
  • If you find the drone later: Contact DJI Support to cancel the flyaway case. If your aircraft is found but malfunctioning, you can submit a Repair Application instead. If a replacement has already been processed, the recovered aircraft belongs to DJI.
  • DJI Care Flyaway Coverage: If your DJI Care plan includes Flyaway Coverage, you’ll need to submit a flyaway case AND produce a flyaway report. Follow the Guidelines for Producing a Flyaway Report on DJI’s portal, then DJI will provide a specific service plan.
  • Flight records won’t upload? Contact DJI Support, they’ll help troubleshoot.
  • Invoices: Contact DJI Support after payment to request one.

Things to Know for Every Service

Before you ship

  • Back up your data. DJI may format internal storage during inspection. Memory cards are not affected, but don’t send them.
  • Send only what’s required. The application page lists exactly which components to include. Don’t send third-party propellers, stickers, QR codes, iPads, DSLR cameras, external microSD cards, or personal accessories.
  • Ship within 7 calendar days of submitting your application. Late shipments can postpone your service.

Tracking your case

You can check the status of any service case anytime on DJI’s Service Progress Inquiry page. DJI will also email and call you at the major milestones, receipt, quotation, payment, completion, and shipment, so keep an eye on your inbox and phone.

Finding your serial number

You can find your product serial number on the package label or in your DJI app: open the app, go to Profile > Device Management, select the corresponding product, and look for Aircraft SN.

Invoices and receipts

If you need a repair invoice or a flyaway invoice, contact DJI Support after you’ve made payment. For maintenance, the invoice comes from the authorized dealer where you purchased the service, if that’s Candrone, just reach out and we’ll get it to you.

Frequently Asked Questions

  • How long does the whole process take?

Timing varies by service. Maintenance is typically completed within 7 working days after DJI receives your product. Flyaway cases are evaluated within 2–3 working days. Repairs depend on inspection results and parts availability.

  • What if I don’t hear back from DJI?

Check DJI’s Service Progress Inquiry page first. If something looks stuck, contact DJI Support, or reach out to us at Candrone and we can help follow up.

  • Can I cancel a service case after I’ve submitted it?

Yes, contact DJI Support to cancel. This is especially relevant for flyaway cases if you find your aircraft after submitting.

  • Do I have to pay for shipping?

It depends. For Maintenance and Flyaway services, DJI covers shipping. For Repair, DJI covers two-way shipping if your product has a manufacturing defect under warranty, otherwise you cover the trip to DJI. For Replacement, DJI typically provides a shipping label.

  • My product is an enterprise model. Is the process different?

DJI’s portal flow is the same, but for Maintenance specifically, enterprise customers go through their Enterprise dealer (that’s us) for quotation rather than the standard consumer DJI Care path. For Repair, Replacement, and Flyaway, you submit through DJI’s portal directly.

  • What if the technician finds something I didn’t mention?

If DJI finds an additional malfunction outside the maintenance scope or warranty, they’ll send you the damage assessment and a price quotation. Work doesn’t begin until you accept and pay.

  • Can Candrone open the application for me?

Service applications are submitted directly by the product owner through DJI’s portal, that’s how DJI verifies the product, account, and contact details. We’re happy to walk you through the form, help you prepare your information, and answer questions, but the application itself needs to come from you.

Need More Help?

If you’re not sure which service path to choose, or you run into a question that isn’t covered here, you have two great options:

  • Contact DJI Support directly through their Service Request and Inquiry portal for case-specific questions, troubleshooting flight record uploads, or anything that doesn’t fit a standard form.
  • Reach out to your Candrone Support We can help you choose the right service path, prepare the information you’ll need, and offer a second set of eyes on anything that’s unclear before you submit.

Thanks for flying with Candrone; we’re here whenever you need us.