instax Customer Support FAQs
General Questions
FUJIFILM New Zealand offers a 12 month manufacturer's warranty on all instax camera, printer and film products sourced from FUJIFILM New Zealand. The warranty is valid for 12 months from the date the product is purchased by a consumer.
When making a warranty claim you need to provide us with valid proof of the date and place of purchase (such as a sales receipt or slip). We accept photocopies in lieu of the original.
View the full Fujifilm instax warranty policy
If you are experiencing a fault with your instax product we recommend you return it to the retailer you purchased it from together with a copy of your proof of purchase.
Your retailer will test your equipment and if a fault is confirmed they will arrange for it to be repaired. This also applies repairs outside the warranty period.
If you prefer to send your faulty camera directly to Fujifilm, please complete the repair from (available here) and attach it to your faulty equipment and your proof of purchase and sent it to : Camera Repairs, FUJIFILM NZ Limited, 2C William Pickering Drive, Rosedale 0632.
We would recommend that you pack your instax camera and film in your carry-on bag. Checked-in (hold) luggage may go through x-rays that are much stronger than the radiation used for carry-on luggage and can potentially damage your instax film. If you're concerned about your instax film, you can ask whether it's possible for your bag to be hand-checked.
Most of our instax packaging and products are recyclable.
- Cardboard product packaging
- Paper owner's manuals
- Protective packaging (including plastic bags and bubble wrap)
- Silver foil film packaging
- Empty film cartridge
The film exposure counter will reset if the back of the camera is opened whilst film is loaded. For example, if someone opens the back cover after 6 shots have been taken, the counter will then show a full 10 left when in fact there are only 4. This normally happens when someone you know is interested in the product and opens the back cover by mistake, best to let them know straight away if they show interest to save your film!
Cameras and Printers
+5°C/+41°F to +40°C/+104°F
If taking images below 5°, keep developing the picture in a warm place.
If you are using an instax mini 8 or mini 9 camera, ensure you are not covering the light sensor on the front of the camera (these are the two small holes next to the flash), the flash or the lens.
Check that the camera brightness adjustment dial setting is correct for your light situation and that you are not in extreme light (such as looking directly at the sun).
We would then recommend checking the batteries are working by replacing them (only Alkaline batteries should be used).
Please also check that the film has been stored in a cool environment, away from direct sunlight (as long exposure to very high temperatures can damage unused instax film) and that the cartridge has not been exposed to any light.
If you are experiencing issues with your instax mini 11, 9 or 8 not turning on or the mode indicator lights keep flashing (mini 9 and 8 models only), please check you are using Alkaline batteries, if you're using non-alkaline batteries, this may be why you are experiencing some issues. We recommend replacing the batteries to see whether this solves the issue.
Film
We suggest keep the prints away from direct sunlight and humid conditions. Keep the prints in an album within a ventilated cool dry area for maximum longevity.
This is usually caused when the film door on the camera or printer has been opened after film has been loaded into the camera or printer.
Instant film is light sensitive, so should only be exposed to light when a picture is taken, not before. If this has happened, you may find that if you keep shooting with that pack of film the first few shots will come out blank but some of the remaining film should come out as normal. This will be as the film further back in the film cartridge did not get fully exposed to light. Obviously this will depend on how long and how intense the light was when the film was exposed.
If you take images of a scene that has a very bright element such as the sun, it will overexpose that part of the film. This will result in a little black mark shown on the film. This is normal, but to avoid, do not shoot directly into the sun or bright light source. If you really want to capture the sun in your image or similar, you can try holding some sunglasses over the lens whilst shooting as this can help reduce the chance of overexposure.
This would usually be due to low battery power as the majority of power would go into ejecting the film. While there may have been enough power to capture the image, the camera halted while pushing the film through the unit. Replace the batteries with the lens in the open position.
After removing the film from the foil wrapper you will notice a small yellow stripe on the top right hand side of the cartridge. If you open your camera/printer back you will see the same yellow mark on the top right hand corner of the film compartment, simply align these two stripes and the film cartridge should slot in place easily. Never force the film into your product as this could damage the film and/or product.
Once a picture has been taken it takes around 90 seconds to develop, during this time it is important you don't crease, squeeze or shake the film. These types of actions can affect the distribution of film chemicals whilst the film is developing creating artefacts to your shots. Of course, some users do this for creative effect!