I can't remove the insert lens.

Please contact the Support Center.

"Breakdowns and repairs

NTT QONOQ Devices, Inc. Support Center

https://www.devices.nttqonoq.com/support/repair/

Reception hours: Weekdays 10:00-18:00

Saturdays, Sundays, holidays, year-end and New Year holidays, and our system maintenance days are closed.