FREQUENTLY ASKED QUESTIONS
MCHOSE HUB & DRIVER
Where can I download or use MCHOSE HUB?
You can download and use MCHOSE HUB from our official page: MCHOSE HUB.
How can I get the most out of the MCHOSE M HUB?
The MCHOSE HUB allows you to customize key mappings, macros, lighting effects, and manage profiles. Ensure you have the latest version installed.
How do I update firmware?
Firmware can be updated via M HUB or firmware links provided in the product instructions. MCHOSE Mouse & Receiver Firmware Upgrade Guide
How do I pair my device via Bluetooth?
Enable Bluetooth on your device, put the keyboard, mouse, or headset in pairing mode, and select it from the available devices.
How do I connect my 2.4G dongle?
Plug the dongle into a USB port and follow the pairing instructions in the M HUB.
Why doesn’t MCHOSE HUB save my settings or create configurations?
Ensure MCHOSE HUB is installed and running correctly. Clear driver cache and check security software.
Mouse cannot use 2.4GHz mode and only wired works / Firmware update issues (A7X, L7/K7 Ultra, A5 V2, etc.)
Usually caused by incorrect firmware updates. Follow model-specific instructions in product manuals and M HUB driver links.
Why is my mouse or keyboard lagging or disconnecting?
Update firmware, check wireless interference, re-pair, clean sensor lens, avoid glass mousepads, adjust polling rate if needed.
Why can't the driver be used on macOS / Linux?
macOS only supports web-based drivers. Linux is currently not supported.
How do I remove voice prompts from headphones?
Voice prompts indicate microphone status and cannot currently be turned off.
If the driver screen is blank and VPN is still ineffective, what should I do?
You can try changing the DNS (Applicable to Windows 10/11):
1. Right-click the Start menu → Open Settings
2. Go to Network & Internet
3. Click on the network you are using: Wired (Ethernet) or Wireless (Wi-Fi)
4. Click Hardware Properties
5. Find DNS Server Assignment → Click Edit
6. Change "Automatic (DHCP)" to Manual
7. Enable IPv4
8. Enter the DNS, for example: Primary DNS: 8.8.8.8, Alternate DNS: 8.8.4.4. Finally, save.
Why can’t my driver settings be uploaded after switching browsers?
Enable HID permissions, use Chrome or Edge, refresh page, and reconnect keyboard.
The A7X Ultra cannot use 2.4G mode after a firmware update. What should I do?
This is usually caused by an incorrect firmware update. Please follow these steps:
- Update the 1K nano receiver: plug it into your computer’s USB port and download/update the firmware here:
1K Nano Receiver Firmware - After updating the 1K receiver, plug it into the 8K accelerator. Connect the mouse and 8K accelerator simultaneously using two data cables.
- Download and update the latest firmware for both the mouse and the 8K accelerator here:
Mouse & 8K Accelerator Firmware
Password: 0000
How do I update the firmware for the A5 V2 Ultra?
Please follow these steps carefully:
- Update the mouse firmware first:
A5 V2 Ultra Mouse Firmware - Update the receiver firmware to an interim version:
A5 V2 Ultra Receiver Interim Firmware - Update the receiver firmware to the latest version:
A5 V2 Ultra Receiver Latest Firmware
The K7 Ultra cannot click “Update” in the driver. What should I do?
This usually happens due to the firmware update process. Please follow these steps:
- Update the 1K Nano receiver: plug it into your computer’s USB port and download/update firmware here:
K7 1K Nano Receiver Firmware - After updating, unplug the receiver. Then connect the mouse and 8K accelerator (charging dock) simultaneously using two data cables.
- Complete the remaining firmware update using this link or via the driver:
K7 Firmware Update
What should I do if the L7 Ultra / K7 Ultra update progress is stuck at 0%?
This usually happens due to an incorrect update method.
For these two mouse models, firmware updates require connecting both the mouse and the receiver simultaneously with two data cables. Without this, the update may fail.
Solution: Connect the two data cables and restart the driver. The update should proceed normally.
How to change English voice on V9 Pro / X9 / V9 Turbo?
Upgrade firmware via MCHOSE OTA page following instructions in sequence.
ORDERING & PAYMENT
What payment methods are supported?
We support credit cards (Visa/MasterCard), PayPal, and other options available at checkout.
Is installment payment / cash on delivery supported?
Currently not supported.
Can I pay with other currencies?
We currently only support AUD payments. Your bank/card will automatically convert other currencies to AUD during payment.
Can I change or cancel my order?
You can contact us to request a change or cancellation before the order is shipped.
What does "awaiting fulfillment" mean?
Awaiting fulfillment means that your order has been received and is being prepared for shipment.
How can I view an invoice or receipt?
After payment, an order is automatically generated. Contact customer service to request an invoice.
SHIPPING & DELIVERY
Popular Shipping Questions in Australia
Where do you ship, and how can I check shipping costs?
We ship Australia-wide including Sydney, Melbourne, Brisbane, Perth, Adelaide and regional areas.
For New Zealand, we ship to: Auckland、Wellington、Christchurch、Hamilton and other major NZ cities and regions.
If you’re unsure whether we can deliver to your postcode, feel free to contact our support team. Shipping costs vary by destination and will be automatically calculated at checkout.
For more details, please refer to our Shipping Policy.
Can I pick up my order or purchase in person?
Yes, you can.
We offer warehouse pickup and on-site purchase at:
12 / 163–179 Forster Road, Mount Waverley, VIC 3149
Please contact us before visiting to confirm stock availability and arrange a pickup time.
How long will it take to get my orders?
Orders are usually processed within 1–2 business days.
Estimated delivery times:
- Metro areas: 2–5 business days
- Regional areas: 4–8 business days
Please note that delivery times may vary during peak periods, public holidays, or promotional events.
For more details, please refer to our Shipping Policy.
What if my parcel is delayed, lost or damaged?
If your parcel is significantly delayed, lost, or arrives damaged:
- Contact us within 48 hours
- Provide your order number
- Attach photos (if applicable)
We will work with the courier to resolve the issue as quickly as possible.
Are taxes included?
Yes
How fast is shipping from Melbourne to Sydney?
MCHOSE orders are shipped from our Melbourne warehouse in Mount Waverley, VIC.
For deliveries from Melbourne to Sydney, NSW, standard shipping typically takes 2–4 business days after dispatch.
Orders are usually processed within 1–2 business days, and once shipped, you will receive a tracking number to monitor your delivery.
Delivery times may vary slightly during peak sale periods or public holidays, but most Sydney customers receive their parcels within the estimated timeframe.
How long does it take to receive a mechanical keyboard in Perth?
If you’re ordering a MCHOSE mechanical keyboard in Perth, WA, delivery usually takes 5–8 business days after dispatch.
Since all orders are shipped from our Melbourne warehouse in Victoria, deliveries to Western Australia generally take slightly longer than east coast cities like Sydney or Brisbane.
You’ll receive a tracking number once your order has been dispatched, so you can follow your parcel’s journey from Melbourne to Perth.
How can I track my order?
You will receive a tracking number by email once your order has shipped.
WARRANTY & RETURNS
What is your warranty policy?
MCHOSE provides a 1-year limited warranty on all products. If you encounter any quality issues, please contact us at support@mastex.com.au with relevant images or videos for assistance.
How do I request a return or exchange?
Contact customer service with photos or videos of the product issue to initiate the process.
How does the refund process work?
1. We offer a 7-day change-of-mind return policy from the date of receipt. Goods must be as-new with all seals intact, or a 20% processing fee will apply.
2. All the products come with 1-year warranty. We offer refund/replacement only once we have received. It generally takes up to 5 working days for the refund to process.
What should I do if the product is damaged or missing parts?
Contact us immediately upon receiving the goods and provide photos or videos.
PRODUCTS & AVAILABILITY
Do you have keyboards in different languages?
All keyboards use the standard US layout.
Are your keyboards compatible with different keycaps and switches?
Some models support hot-swappable switches and standard keycaps. Check the product page for compatibility.
Do magnetic switch keyboards support SOCD and Rapid Trigger features?
Yes, selected magnetic switch models support SOCD and Rapid Trigger features. Check the product page for details.
Are your keyboards compatible with different operating systems and devices?
Most keyboards support Windows, macOS (web driver), and some support multiple devices via wired / 2.4G wireless / Bluetooth.
Do you offer custom orders or engraving?
Custom orders are not currently available.
Can I buy accessories separately?
Keycaps, switches, and other accessories are not sold individually.
ACCOUNT & PRIVACY
How do I create an account?
Accounts can be created during checkout or via “Sign Up” on our website.
How can I manage or update my account information?
Log in to your account and update profile settings.
What should I do if I forget my password?
Use the “Forgot Password” link on the login page.
How is my personal data protected?
We follow strict data privacy policies and do not share your personal information without consent.
Can I request to delete or access my data?
Contact support to request data access or deletion.
PARTNERSHIPS
How can I inquire about partnerships or collaborations?
Contact marketing@mastex.com.au
Are you a content creator or influencer?
Feel free to send your collaboration requests to marketing@mastex.com.au
What is the MCHOSE Affiliate Program?
Our Affiliate Program allows you to promote MCHOSE products and earn 5% commission for every successful referral.
👉 (Coming Soon)
How can I reach customer support?
CUSTOMER SERVICE
Contact us via support@mastex.com.au or website chat. (1Oam-7pm, Mon-Fri)
Tel: (03) 9548 0524
What after-sales services do you provide?
We offer warranty claims, returns, and exchanges.
Contact support@mastex.com.au with your order details and issue for assistance.
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