Some of Xteink’s credit card-sized e-readers are losing their best feature

The Xteink X4 and X3 are excellent alternatives to Kindles and Kobos if you want an e-reader that’s as easy to slip into your pocket – just not out of the box. Both devices come with stock firmware that’s clunky, limited, and occasionally confusing, but that can be easily fixed by plugging them into a PC to install alternative software called CrossPoint Reader which delivers a more polished user interface and improved functionality. But now buyers report Xteink is blocking the upgrade, which might depend on where you live and where you purchase its devices.

The issue was first reported by a Reddit user earlier this week when they discovered the second Xteink X4 they had purchased from Taobao (a Chinese online retailer owned by Alibaba) wasn’t recognized as a USB device by their computer. After confirming their USB-C cable still worked with their original X4, the Reddit user contacted Taobao’s customer service. Instead of being offered a replacement, they received a statement they shared to Reddit explaining that recently shipped devices from Xteink now come with firmware flashing disabled.

The support statement claims some users experienced crashes and other issues after installing third-party firmware, even after reverting to the stock firmware:

Previously, we noticed that some users who tried using third-party firmware encountered problems such as poor optimization, frequent crashes, and even screen damage. Some users who later reverted to the official firmware experienced issues like being unable to access reading records, Wi-Fi records not opening, and the book transfer page failing to launch, and subsequently applied for official repairs.

We are very concerned that this may affect your user experience and device safety. At the same time, flashing firmware on your own will void the official warranty, making future repairs more troublesome. Therefore, for recently shipped new devices, we have cautiously added restrictions to the flashing function.

It also says Xteink plans future updates with major improvements, including anti-aliased text, implying third-party firmware may not be needed.

In a follow-up statement shared to Reddit through Xteink’s account, the company doesn’t deny it’s putting firmware flashing restrictions on some of its e-readers, and mentions hardware safety concerns as the reason. “To clarify: the information being discussed comes from internal risk assessments focused on safety and after-sales considerations for a specific market and usage context. Xteink develops and optimizes products across different regions based on local user needs, usage habits, and regulatory requirements.”

However, in another statement emailed to The Verge and shared to Reddit, Xteink further clarified that “for all X3 and X4 Overseas Versions purchased through our official website, whether on sale, in transit, or already in customers’ hands, we do not restrict the use of third-party firmware. We are not making any changes that would affect how these devices are currently being used.”

The Verge has asked Xteink to clarify exactly what retailers are selling the restricted versions of the X3 and X4 and where they’re being shipped, and we’ll update this story when they respond. Other Reddit users have discovered the restricted versions can be identified by a new sticker applied to the back of the packaging with a barcode and serial number.

All of Xteink’s e-readers still come with the devices’ standard features. This update to certain devices only affects users wanting to install third-party firmware that delivers a more polished experience that feels closer to what’s included on Kindle and Kobo e-readers. CrossPoint Reader is definitely one of the reasons Xteink’s products have become viral hits and helped the X4 crack Amazon’s top ten best-selling e-readers list, beating out Amazon’s own hardware like the Scribe Colorsoft.