Find help and describe a problem

Find a guide

Open Settings then Support. Use the search field to look for a homeowner guide by what you want to do or by the device or service name.

1. Open Settings, then open Support.
2. Type in the search field labeled Search help.
3. If you want the complete library on web, choose Browse all guides.
4. On iPhone or Android, choose Browse all topics to open the complete searchable library. It keeps the latest search you typed.
5. Open a guide to read its before-you-begin information, numbered steps, expected result, and recovery help.

What you will see in a guide

A guide opens as a read-only article. It can show a title, availability labels, platform labels, before-you-begin notes, numbered steps, and related guides. Related guides can point to another platform, and that platform is labeled.

Request help or describe a problem

Use Request support on web. On iPhone and Android, the request controls stay below the help search. A home with an installation partner and no current appointment can use Request an appointment.

1. Choose Request support, or choose Request an appointment when that control is shown for your home.Request supportRequest an appointment
2. Enter a Subject.
3. Enter Describe the problem.
4. Include the room or device, what happened, what you expected, and what you have already tried.
5. If your home has an installation partner, the description is required and can be 5 to 3,000 characters for an appointment request.
6. If you are contacting ALYT support directly, the description is required and can be 5 to 5,000 characters.
7. If you are sending a direct support request, you can attach up to three screenshots. Review them first and remove private information.

Keep your request open until it is recorded

Keep the page or screen open until the request is recorded. On web, closing and reopening the form keeps the draft on that page, and retrying after a network failure keeps the same draft and attachments.

Manage an appointment after you request one

When your partner proposes times, review the choices and confirm the displayed time you want. You can also propose a new date, or cancel the appointment with the existing cancellation action.

1. Open the appointment in Support.
2. Review the proposed times and choose the displayed confirmation to agree.
3. If you need different times, choose Propose a new date and enter preferred times in your home's timezone.
4. If your partner proposes different times, review the new proposal and confirm one of them.
5. If you need to stop the visit, use Cancel appointment and confirm the cancellation.

Web and phone differences

On web, Request support opens the request form. On iPhone and Android, the request controls stay below the help search. On web, Browse all guides opens the full guide library. On iPhone and Android, Browse all topics opens the full searchable library and keeps the latest typed search.

If you follow a specific guide link, it opens that article. Back returns to Support without reopening the same guide.