FAQs
Find answers about original R36 handheld game consoles, choosing a model, first use, charging, storage, game systems, connectivity, orders and delivery.
Our range includes the R36S, R36H, R36XX, R36T, R36 Plus, R36 Pro, R36 Max, R36 Max 2, R36 Ultra and R36 Ultra X. Features differ between models, so use the information for your exact console and selected option.
About R36 Handhelds
What is R36 Handhelds?
R36 Handhelds is an official authorised retail shop specialising in original R36 series handheld game consoles. We bring the range together in one place so customers can compare models, understand their features and contact us for product and order support.
Do you sell original R36 consoles?
Yes. We supply original models from the original factory. We do not sell counterfeit consoles or clone versions produced by copy factories.
Are you the manufacturer?
No. We are an authorised retailer. We supply the consoles and assist our customers with product enquiries, orders and support.
What is your official website?
Our only official website is r36handhelds.com. Check the website address before placing an order. If you are unsure whether a message relates to an order with us, contact our support team directly.
Can I ask for advice before purchasing?
Yes. Tell us which models you are considering and what matters most to you, such as screen size, console layout, portability or wireless connectivity. We can help explain the differences without assuming that the most expensive model is the best fit for everyone.
Choosing Your R36 Handheld
Which model should I choose for my first handheld?
Start with the screen size and control layout you prefer. The R36S offers a familiar compact vertical design. The R36H places the controls to either side of the screen. The R36 Plus, R36 Max and R36 Ultra offer 4 inch square displays, while the R36 Max 2 and R36 Ultra X provide larger 4.5 inch displays. Compare the features you will actually use, then choose your preferred storage option and colour.
Which models have the largest screens?
The R36 Max 2 and R36 Ultra X have the largest screens in this listed range, at 4.5 inches. Both list a 1024 × 768 resolution. A larger display can make menus easier to see, but it also affects the overall size of the handheld.
What is the difference between a vertical and horizontal console?
A vertical handheld places most controls below the screen. A horizontal handheld places them mainly to the left and right. This changes your hand position and how the weight feels during use. Neither layout is automatically better; choose the arrangement that looks comfortable for you.
What is different about the R36T?
The R36T focuses on retro TV inspired styling. Its distinctive screen surround and shell give it a different appearance from the other models. Choose it for that design preference, while checking its individual features and connections before ordering.
What is the difference between the R36 Max and R36 Max 2?
The R36 Max lists a 4 inch square display with a 720 × 720 resolution. The R36 Max 2 lists a larger 4.5 inch display with a 1024 × 768 resolution, ambient lighting and 2.4GHz Wi-Fi. Both product pages list a 4000mAh battery, but actual operating time depends on use.
What is the difference between the R36 Ultra and R36 Ultra X?
The R36 Ultra has a 4 inch, 720 × 720 display. The R36 Ultra X has a 4.5 inch, 1024 × 768 display and lists stereo speakers and vibration feedback. Both list the RK3326 processor, so the larger screen should not be taken as a promise of faster processing.
Does a name such as Pro, Max or Ultra mean it is faster?
Not necessarily. Model names can describe differences in size, design or features. Compare the processor, memory and supported functions rather than relying on the name alone. Models with similar processors may still differ in their screens, controls, speakers and software setup.
Does choosing more storage improve performance?
A larger storage card provides more space. It does not increase the processor speed, RAM or screen resolution. Card quality and compatibility can affect reliability and loading behaviour, so capacity is only one part of the decision.
Are accessories interchangeable between models?
Not always. Cases, screen protectors and replacement parts must fit the specific model. Consoles with similar names can have different dimensions, port positions and screen shapes. Check compatibility before ordering an accessory.
Why do specifications differ between websites?
Different sellers may describe different production versions, accessories or storage bundles. Some listings also contain copied or outdated information. If a specification is important to your purchase, email us with the exact model and feature you need confirmed.
Screens, Controls and Sound
What does IPS mean?
IPS describes a type of LCD screen known for maintaining colour and image visibility across a useful range of viewing angles. It does not mean the screen is touch sensitive. Brightness and picture quality also depend on the particular display and settings.
What is the difference between a square screen and a 4:3 screen?
A 720 × 720 screen is square, with a 1:1 aspect ratio. A 640 × 480 or 1024 × 768 screen has a 4:3 aspect ratio. Depending on the selected game system and display settings, the picture may fill the screen or show borders to preserve its original proportions.
Why are there black borders around the picture?
Borders can appear when the picture proportions differ from the screen proportions. This can be normal. Where available, display settings let you choose between preserving proportions and stretching the picture. Stretching may fill more of the screen but can change the shape of what is displayed.
Are the screens touchscreens?
These handhelds are designed around physical controls. Do not assume that an IPS display supports touch input. Check the exact product specification if touchscreen operation is important to you.
Do all models have the same controls?
No. The number, position and style of joysticks, shoulder buttons and other controls can differ. The R36T, for example, has a different control arrangement from the models with two joysticks. Check the product photographs as well as the specification table.
Do all models have vibration and illuminated joysticks?
No. These are model specific features. The R36 Pro and R36 Ultra X listings include vibration, while selected other models include lighting. The availability of settings to change lighting or vibration depends on the model and installed software.
Can I use headphones?
Use a compatible wired headset on a model with a listed 3.5mm headphone connection. Wireless headphone support must be checked separately; Wi-Fi support alone does not provide Bluetooth audio.
Why is there no sound?
Check the volume and mute setting first. Disconnect headphones to test the built-in speaker, and check whether the selected game system has a separate volume setting. If the problem affects both menus and all game systems, restart normally and contact us if it continues.
Game Systems and Software
What are game systems?
Game systems are the different platform environments supported by the handheld's installed software. Compatibility depends on the console hardware, software version and settings. The operating system manages the device itself; supported game systems are accessed through its interface.
Do all R36 models support the same game systems?
No. There can be overlap, but the available game systems and their performance vary between models and software versions. Use the product information for the exact console rather than assuming that all R36 handhelds have identical capabilities.
Does support for a game system guarantee perfect performance?
No. Support means the handheld can run compatible software for that game system. Performance can vary with the processing demands, settings and software version. More demanding use may require adjustments or may exceed a particular model's capabilities.
Do I need an internet connection for normal use?
An internet connection is not generally required for offline functions already available on the device. Network features, online updates and supported multiplayer connections may require Wi-Fi or another compatible connection.
Can I change the interface language?
Many models support multiple interface languages. Available choices depend on the installed software. Changing the menu language does not necessarily change every part of the software running on the device.
Can I save my progress?
Save options depend on the selected game system and installed software. Use the available save function, exit through the software menu where possible, and shut down normally. Keep backups of important saved data, especially before changing cards or software.
Do I need to install different software when the console arrives?
Check the supplied setup first. There is no need to change working software simply because an online guide suggests another version. If a function is not working or you are unsure how to use it, contact us before replacing the system software.
Can I update or replace the system software?
Some models support compatible updates or alternative software. Compatibility must be checked for the exact model and hardware revision, including its screen. Back up the existing setup and obtain model specific instructions before proceeding. An image intended for another R36 model may not work on yours.
Can I use an R36S guide for every R36 handheld?
No. Similar model names do not guarantee identical hardware, controls or software. Charging ports, card arrangements, button shortcuts and update files can differ. Follow instructions that match your model and installed version.
First Use and Everyday Care
What should I do when my console arrives?
Check that the model, colour and selected storage match your order. Keep the packaging while you inspect the screen, buttons, charging cable and supplied accessories. Read the included instructions, charge using the specified connection, and test the original setup before making changes. Report missing items or damage promptly.
What is included in the package?
Package contents depend on the model and selected bundle. Check the product page and your order confirmation for the included cable, storage card, manual, case or screen protector. Do not assume that every console includes the same accessories or a wall charger.
Do I need a computer?
A computer is not normally needed for ordinary use of a working supplied setup. It can be useful for creating storage backups or following an approved recovery process. A compatible card reader may also be needed for card based tasks.
How should I switch the console off?
Use the shutdown option in the system menu where available and wait until shutdown finishes. A short press of the power button may only put some models into standby. Avoid repeatedly forcing the power off while the device is saving or writing to its card.
Can I remove the storage card while the console is on?
Shut the console down fully before removing or inserting a card. Removing it while the device is using it can interrupt saving or damage the file system. Keep track of which card belongs in each slot.
How should I clean and store the console?
Switch it off and disconnect the charger. Wipe the screen and shell gently with a soft, dry cloth. Keep liquids away from ports and controls, and use a suitable case during transport. Store the console away from direct sunlight, damp conditions and excessive heat.
Battery and Charging
Which charger should I use?
Follow the input rating on your device and in its manual. Several models in our range specify a 5V USB supply, with the required current varying by model. Use a compatible cable and power supply that meet those requirements. Contact us if the device label and product information disagree.
Which port is for charging?
Use the port identified for charging or power input. A separate OTG port is generally intended for compatible accessories and may not charge the console. Ports can look alike, so follow the labels on your particular unit.
Can I use a phone charger or fast charger?
Only use a charger and cable combination compatible with the console's stated requirements. A higher wattage charger does not make the handheld charge faster, and some models may not charge with every USB-C cable arrangement. If charging fails, try the supplied cable with a suitable 5V supply before assuming the console is faulty.
How long does charging take?
Charging time varies by model, remaining battery level, cable and power supply. Several listings give an approximate time of 1 to 2 hours, but this is not a universal guarantee. Using the console while charging can extend the time required.
How long does the battery last?
Use the estimate on the individual product page as a guide. Screen brightness, sound, lighting, Wi-Fi and processing demands all affect battery life. Two consoles with the same battery capacity can have different operating times, so capacity alone is not a reliable comparison.
How can I extend battery life?
Reduce screen brightness to a comfortable level and turn off wireless features or lighting when they are not needed, where those controls are available. Shut the device down fully when you have finished rather than leaving it in standby for long periods.
Why does the battery percentage change after restarting?
Battery readings can be estimates rather than precise measurements. They may change after charging, restarting or a change in workload. If the console repeatedly switches off while showing a substantial remaining charge, report the behaviour to support rather than relying on the displayed percentage alone.
Can I replace the battery?
Some models have an accessible battery compartment or a removable battery. Others need a different replacement procedure. Contact us with your exact model before buying a replacement or opening the console; size, connector and electrical specification must all match.
What should I do if the console becomes unusually hot?
Some warmth during operation can be normal. If heat becomes excessive, the battery swells, or there is an unusual smell, stop using and charging the console and contact support. Do not continue testing a visibly damaged battery.
Storage Cards and Backups
What is a TF card?
In these product listings, TF refers to a microSD storage card. It is removable storage and is different from the console's RAM. The capacity selected when ordering refers to storage space, not processing memory.
What is the difference between 64GB and 128GB?
A 128GB card has twice the nominal storage capacity of a 64GB card. Usable space is lower after formatting and system files. Choosing 128GB does not automatically change the processor, screen or other hardware.
Can I expand the storage?
Check the supported capacity and card arrangement for your exact model. The R36 Max 2 and R36 Ultra X listings specify support for cards up to 256GB. Do not assume that the same maximum or every card brand works across the entire range.
Why do some consoles have two card slots?
On supported models, one card can hold the system while the second is used for other storage. This can make storage management easier, but it does not make cards interchangeable between slots or models. Follow the slot labels and the instructions for your configuration.
Will my console work without its system card?
A console that starts its operating system from a card needs a working system card in the correct slot. Removing it can prevent startup. Models with internal storage may work differently, so identify your configuration before removing any supplied card.
Should I back up the supplied card?
Yes, particularly before changing system software or replacing storage. Keep the original card unchanged until the replacement has been tested. A full system card backup is different from simply copying the files that your computer can see; ask for model specific guidance if you need a complete recovery copy.
My computer asks to format the card. Should I accept?
Do not format it just because a prompt appears. Your computer may not recognise every partition used by the console. Formatting can erase the working setup. Cancel the prompt and seek guidance before changing the card.
Can I move a card from one R36 model to another?
Do not assume it will work. A card can contain software and configuration specific to the original model. Moving it may cause startup, display or control problems. Back up important data and check compatibility before attempting a transfer.
Why does a card show less space than its advertised capacity?
Storage manufacturers and operating systems can report capacity differently. Formatting, system partitions and existing files also occupy space. If a card appears dramatically smaller than expected, send support a screenshot of what your computer reports before reformatting it.
Wi-Fi, Controllers and External Displays
Do all R36 handhelds have built-in Wi-Fi?
No. Our listings describe Wi-Fi support for the R36XX, R36T, R36 Plus, R36 Pro, R36 Max 2, R36 Ultra and R36 Ultra X. Confirm whether the selected version has built-in connectivity or needs an accessory if that distinction is important to you. Do not assume Wi-Fi is included on another model just because a network menu is visible.
Why can I see a Wi-Fi menu but no networks?
A menu entry alone does not confirm that wireless hardware is installed or detected. Check the exact model's connectivity requirements first. For a model requiring an adapter, both the adapter and installed software must be compatible.
Why will my 2.4GHz model not connect to my network?
Check that your router offers a 2.4GHz network, Wi-Fi is enabled on the console, and the password is correct. Move closer to the router and try again. A device that supports only 2.4GHz cannot join a network available only on 5GHz. If it still fails, contact support with the model and any error shown.
Does Wi-Fi mean the console also has Bluetooth?
No. These are different features. Bluetooth availability and accessory compatibility must be confirmed separately for the model and software version. Do not purchase a wireless headset or controller based on Wi-Fi support alone.
Can I connect an external controller?
Some models support compatible controllers through an OTG connection or supported wireless features. The connector, controller and software must all be compatible. You may also need to configure the button mapping and player assignment.
Can two people use multiplayer features?
Where supported, multiplayer depends on the game system, installed software, controllers and connection method. Wi-Fi or an OTG port alone does not guarantee that every game system supports two players. Ask us about your intended setup before purchasing accessories for it.
Can I connect the console to a television or monitor?
Only where the exact model has confirmed video output support. A Type-C charging or OTG port does not automatically provide video output. Contact us before buying an HDMI cable or display adapter if this feature is essential to your purchase.
Troubleshooting
My console will not switch on. What should I check?
Check the charging connection, cable and suitable power supply, then allow the battery to charge according to the manual. Disconnect optional accessories. With the console fully off, check that any required system card is seated correctly in its original slot. If it still will not start, contact us with the model, indicator light behaviour and a short video.
The power light is on but the screen is black. Is the screen broken?
Not necessarily. A black screen can relate to power, startup software, a storage card or a hardware problem. Tell us whether this happened on first use or after changing a card, update or setting. Avoid installing unrelated recovery files or opening the shell before the cause has been assessed.
The console stopped working after I changed the system software. What should I do?
Keep a record of the software version and instructions you used. If you preserved an unchanged original system card, it may help establish whether the issue is with the new setup. Contact support before making further changes. Screen and hardware compatibility matter, even when another model looks similar.
Why is the console stuck on its startup logo?
A startup problem can involve an interrupted update, incorrect card configuration or unreadable storage. Note any message and whether the issue followed a change. If an installation is still completing its documented first startup process, allow that process to finish. Otherwise, contact us for the next steps rather than repeatedly forcing restarts.
My console has frozen. How should I restart it?
Try returning to the main menu and shutting down normally. If it is completely unresponsive, follow the restart procedure in the model's manual. Repeated forced shutdowns are not a fix for a recurring fault, so contact support if freezing continues.
Why is the joystick or a button not responding correctly?
Test the controls in the main menu as well as in more than one game system. If the issue appears only in one place, it may relate to its control settings. If it occurs everywhere, describe which control is affected and send a short video. Avoid opening the console or changing multiple settings at once.
Why is a game system missing from the menu?
The menu may show only game systems available in the current setup. Changes to storage, selected card settings or system configuration can affect what appears. If something disappeared after a change, tell support exactly what changed and keep a copy of the original configuration.
Why are my settings or saved data not being retained?
Check that the device has available storage and that you are exiting and shutting down normally. A card that cannot be written to, an interrupted write or a software configuration issue can prevent changes from being retained. Back up accessible data and contact support if the problem continues.
What information should I send when reporting a problem?
Include your order number, exact model, a short description, when the issue began and the steps already tried. Clear photographs or a short video are useful. Also mention any changes to storage cards, software, chargers or accessories. Never include passwords or full payment card details.
Orders and Delivery
How do I place an order?
Choose a model from our shop, select the available colour and storage option, and check the product details before adding it to your cart. Review the delivery address, selected options and final total at checkout before paying.
Which payment methods do you accept?
Use the payment methods shown at checkout for your order. Availability can depend on your location, device and payment provider. Check the final currency and amount before completing the purchase.
Can I change my colour, storage option or delivery address?
Contact us as soon as possible with your order number and the requested change. We will check whether the order can still be updated. Changes cannot be guaranteed once preparation or dispatch is underway.
Can I cancel an order?
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Where do I find my order number?
Look in your order confirmation email. Check your spam or junk folder if it is missing. If you still cannot find it, contact us using the email address used to order and provide your name and approximate order date.
How long will delivery take?
Delivery usually takes 5–9 days, depending on your location.
Is shipping free?
Yes. we offer free shipping on all orders.
When will I receive my tracking number?
Tracking numbers are provided within 24 hours of placing your order, except on Sundays. Check your email, including your spam or junk folder, for the tracking details. A tracking number may be issued before the carrier completes its first physical scan, so tracking updates may not appear immediately. If you have not received your tracking number after this timeframe, allowing for Sundays, contact us with your order number.
Why has tracking stopped updating?
Updates can pause during international transit, customs processing or transfer to a local carrier. A gap does not by itself mean the parcel is lost. Contact us if the expected delivery period has passed or the tracking shows an exception that you cannot resolve.
Tracking says delivered, but I cannot find the parcel. What should I do?
Check the delivery address, carrier delivery notes, safe places, household members and any building reception or parcel collection point. Contact the carrier and our support team promptly if the parcel is still missing, and keep any delivery photo or reference number.
What if my parcel arrives damaged or contains the wrong item?
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
Returns and After Sales Support
What is your return period?
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Can I return a console if I change my mind?
To start a return, you can contact us at support@r36handhelds.com or call us at +61 451772799. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Where should I send a return?
To request a return, please contact us.
How will an approved refund be paid?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@r36handhelds.com or call us at +61 451772799
What should I do if my console develops a fault?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To request a return, please contact us.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Contact R36 Handhelds
How do I contact your team?
For product questions, order enquiries, delivery assistance or help with your console, email support@r36handhelds.com. Include your order number where applicable so we can locate your purchase and help more efficiently.
Email: support@r36handhelds.com
Phone: +61 451772799
- Choosing a selection results in a full page refresh.