Choose Your Region/City

Select your region/city so as to get support for your region.

Razer Kraken for Xbox One Support

The Razer audio adaptor does not work when I plug it into my controller. How do I fix it?
If your Stereo audio adaptor isn’t functioning well, check the following:
1. Have you updated your controller’s software to support the Stereo Headset Adaptor?
2. Make sure your controller has fresh batteries. When the batteries get weak, some controller functions like audio and rumble get turned off to conserve the remaining power.
3. Make sure your headset adaptor is firmly plugged into your controller and that your stereo headset’s 3.5-mm cable is securely plugged into the headset adaptor. You will know it’s plugged in properly if you press the mute button and the LED lights up. If the mute light comes on and you have updated your controller but your headset isn’t working, consult the manual or manufacturer.
4. Try your Stereo Headset Adaptor on another controller if you can. If the adaptor works on the second controller, try updating the first controller again.
Are wireless headsets compatible with the audio adaptor?
No. Wireless Xbox One headsets are not compatible with the adaptor.
When I move the Kraken Xbox One’s boom microphone up does that automatically mute the microphone?
No. The microphone does not mute when in an upward position. You can mute the headset by pressing the mute button on the audio adaptor.
Can I connect use other headsets with the Razer Xbox One Audio Adaptor?
Yes. The Razer Xbox One Audio Adaptor can accommodate almost any headset with a 3.5mm jack. For more info on compatible headsets check here.
My Razer headset is out of warranty. Is there any way it can be repaired?
Razer products are designed to work well beyond when the warranty has expired. However, If you feel your headset is having issues we first suggest trying the headset on another computer/source to insure the issue is with the headset and not something within the computer system or source. If you have narrowed the issue to the headset itself there is not really a cost effective repair center that would be able to assist you. Razer does make available some basic external spare parts at , but we are unable to supply any internal parts or repair guides.
Can the Razer Kraken Xbox One headset be used on other devices?
Yes. The Razer Kraken Xbox One headset is compatible with most mobile, desktop and laptop with a 3.5mm jack.
Where can I find the serial number on my Kraken Headset?
You will find the serial number located under the left ear pad of the headset.   (The side where the microphone is if your version of the Kraken has one).
To view the serial number carefully peel back the foam cover of the ear pad.  You will then be able to see the serial number as in this photo

The serial number should start with two Alpha characters and be followed by 13  characters.  You can also find the serial number on the bottom panel of the original retail box.
How do I clean my Razer headset?
We cannot say with certainty what type of dirt and debris may be on your product, or how certain cleaning products may react with it, but we have had good luck cleaning Razer products using commonly available monitor cleaning wipes. To clean the body of your Razer headset please take a monitor wipe and use gentle wiping motions. Do not scrub the surface of your Razer headset.

When cleaning the earpads on your headset, take extra care to not get any liquids inside the earcup and onto the speaker itself, as this may damage your headset.

My microphone is not transmitting my voice.
Please ensure that the microphone is not muted in your operating system and that the Razer Kraken Xbox One is selected as the default recording device in the Audio Control Panel or in the Software Microphone Options.
My headset is not producing sound.

Please ensure the Razer Kraken Xbox One is not muted in your operating system and that the headset is set to be the default playback device in the Audio Control panel or in the Software Audio Options.

I plugged in my headset and I can’t hear surround sound.
The surround sound feature on the Razer Kraken Xbox One is activated in Synapse. Please ensure that you have downloaded and installed Synapse 2.0.
Are Razer products available in PS/2 versions? Can I use the products with a USB to PS2 adapter?
Razer products are only available and supported in USB mode only. There are no plans to release a PS/2 version, and they will not function properly using a USB to PS2 adapter.
How can I contact Razer?
If you were unable to find the answer to your question(s) in our FAQ, please don’t hesitate to contact us here or call 1-888-697-2037.
How can I modify or disassemble my Razer product?
We cannot help you in modifying or disassembling your Razer product since that will void the manufacturer’s warranty on the unit.
How do I change the language of Configurator?
The language selection is based on the driver version installed on the computer.  There is no option in the Customizer.  To correct this issue, uninstall the software and download the appropriate drivers from here.
How do I request or purchase replacement parts for my Razer product?
For a complete list of our current spare parts and accessories please click here. If the item you need isn’t listed, please don’t hesitate to contact our Customer Support team here.
I have a coupon/promotional/gift voucher code for the RazerStore. Where can I enter the code so I can use it to purchase products?
From your shopping cart page on the Razer Store, please check the box labeled “Enter Promo Code.” Enter the code into the box and click “Apply Code.” The total price after should reflect the discount.
I recently placed an order on the Razer Store and it still shows my order is "In Process".  When will my order ship?
We are sorry if there are any delays in processing your order. The product may be out of stock or the order may be under protection/fraud review. Please don’t hesitate to check your order status at the RazerStore page by entering your information at the Order Status page.
I think my Razer product is defective and would like an RMA/exchange.
If you were unable to troubleshoot and resolve any issues you are having with the knowledgebase (FAQ) and you feel your product is still defective, please don’t hesitate to contact us here or call 1-888-697-2037.
I would like information on future Razer products.
Unfortunately, customer support has no information on future product or driver releases. For any information regarding future products please visit our website or our social media outlets.
One of the features of my Razer Product does not work.
If you’re unable to find an FAQ article that helps resolve the issue, please contact our customer support team here. User guides and product manuals are also available on the Support page.
What are some examples of a “Proof of Purchase” to provide when initiating an RMA?
A valid proof of purchase is defined as a dated sales receipt from an authorized Razer Reseller. The receipt must show the product description and price. Invoice slips and e-mail order confirmations can be considered on a case-by-case basis.
Why does Razer require a proof of purchase?
Razer must verify that the product is within the specified warranty period and that it was purchased from an authorized reseller. Products purchased from unauthorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements.  Razer will not be able to honor a warranty on products purchased from an unauthorized dealer or that are out of the warranty period.  If you purchased product from an unauthorized reseller, all support and warranty issues should be directed to that reseller.