Find help and describe a problem

Find the right guide

Open Settings, then Support. Search homeowner guides by what you want to do or by device or service name.

1. On web, choose a topic or use Browse all guides to open the complete library.
2. On phone, use Browse all topics to open the complete searchable library. It keeps the latest search you typed.
3. Open a guide to read Before you begin, numbered steps, the expected result, and recovery. If a guide is for another platform, it is labeled.

Describe the problem and send it

From Support, use the request path for your platform. On web, choose Request support to reach the request form. On phone, the request controls stay below the help search.

1. If your home has an installation partner and no current appointment, you can open Request an appointment. Otherwise, use Request support.Request supportRequest an appointment
2. Enter a Subject and Describe the problem.
3. Include the room or device, what happened, what you expected, and what you have already tried.
4. Use the required description length. For an appointment, the description must be 5 to 3000 characters. For direct ALYT support, it must be 5 to 5000 characters.
5. If you are using direct ALYT support, you may attach up to three screenshots. Review them first for private information.

What you should see afterwards

Keep the page or screen open until the request is recorded. On web, closing and reopening the form keeps the draft in that page, and retrying after a network failure keeps it too. A recorded or queued request does not mean a technician has read it yet.

A successful recorded request clears its attached screenshots before another request is opened, including from the Request support shortcut. If a retry fails, the same attachments stay in place.

Troubleshooting

• If guides fail to load, Request support remains available.
• If you already have a current appointment, it blocks duplicate new requests; review the visit instead.
• If you use a partner appointment, your partner receives the appointment context to prepare before the visit.
• If you are looking for contact details, only verified public company contact details appear. If a partner has not published them, use the partner name and the request workflow.
• Never include passwords, verification codes, or provider tokens in a description or screenshot.