Getting help
Use the app’s Feedback action to contact support.
What to include
A request that contains these five things can usually be answered in one round-trip:
| Include | Why it helps |
|---|---|
| The affected feature or page | Narrows the area immediately |
| The device serial, if relevant | Identifies the exact record |
| Approximate time of the problem | Lets logs be correlated |
| The exact error message | Distinguishes similar-looking failures |
| Steps to reproduce | Separates a one-off from a real fault |
If the issue concerns missing data, say which stage it reached — did the reading appear in the Messages tab? Was the input mapped? That single detail saves the most time. See troubleshooting.
Before you send
Remove tokens, passwords, access URLs and other credentials from anything you share, including screenshots and log extracts. A device access token in a pasted request body is a working credential for that device.
Redact:
Authorizationheaders andaccessTokenvalues- broker usernames and passwords
- shared dashboard links and their passwords
A request body with the token replaced by Bearer REDACTED is just as useful
for diagnosis.
Checking first
Many questions are answered by the guides here:
- Device not reporting → troubleshooting
- Data arriving but not visible → entities and mappings
- HTTP rejection → device event API
- Missing page or action → tokens and access