Help & Support⚓︎
Support tickets⚓︎
Open Profile → Need Help? (or Profile → Support) to see your tickets. Each ticket shows:
- its status: Open, In Progress, Resolved or Closed
- the latest message and when it was sent
- a badge if you have unread replies
Creating a ticket⚓︎
- Tap New Ticket.
- Choose Where is the issue? and What type of issue?.
- Describe the problem in as much detail as you can.
- Add screenshots under Attachments (Optional) if they help.
- Tap Submit Ticket.
Tap a ticket to chat with our team. You can send messages, photos and videos. We'll send you a notification when we reply.
Include your device details
For Illumibot problems, include the device's ID and Version from Settings → Device Info, and your App version from your Profile.
Report a bug or request a feature⚓︎
Shake your phone on any screen, or use Profile → Report a bug / Request a feature.
- Choose Bug report or Feature request.
- Tell us what went wrong, or what you'd like to see.
- Optionally, attach a screenshot of the screen you were on.
It goes straight to the Illumibot team.
Quick fixes⚓︎
| Problem | Try this |
|---|---|
| Illumibot shows Offline | Check it's powered on and connected to Wi-Fi. Then open Settings → Diagnose & Refresh illumibot. |
| Projector shows a green Illumibot logo, and nothing plays | Settings → Diagnose & Refresh illumibot, then Restart illumibot. |
| Creation doesn't line up with the surface | Redo the location's Alignment, or restore one from View Alignment History. |
| Location not set up in Prompt Chat | The location needs a wall photo and a mask. |
| Can't find the Prompt, Play or Explore tabs | Finish setting up a location. These tabs appear once one location has a photo and a mask. |
| Projector won't power on from the app | Set up power control in the Projector Control Hub. |
| illumiFun shows nothing on a Samsung phone | Turn off Samsung DeX → Auto start when HDMI is connected. |
| App behaving oddly | Profile → Clear cache, then restart the app. |
Maintenance⚓︎
While we're working on the service, the app shows We're Under Maintenance. Tap Refresh to check whether we're back.
App updates⚓︎
If your app is too old to work with the current service, you'll see Update Required. Tap Update to get the latest version from your app store.
Contact us⚓︎
Email support@illumibot.ai.