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Help & Support⚓︎

Support tickets⚓︎

Open Profile → Need Help? (or Profile → Support) to see your tickets on the Support screen. Tickets are grouped under Active and Closed. Each ticket shows:

  • its title, a preview of the latest message, and when it was last updated
  • its status: Open, In progress or Closed
  • its category and a short ticket number (like #a1b2c3)
  • a green dot if you have unread replies

If you don't have any tickets yet, you'll see How can we help? with a Contact support button.

Creating a ticket⚓︎

  1. Tap New ticket.
  2. Under What do you need help with?, pick a topic.
  3. Under What is going on?, pick the type of issue.
  4. Under What happened?, describe the problem in as much detail as you can.
  5. Tap Add photos or video if they help. Choose Photos, Video, Take a photo or Record a video. Videos can be up to 100 MB.
  6. Tap Send ticket.

You'll see Ticket sent. We usually reply within a day.

For an Illumibot hardware problem, the app shows Keep your Illumibot online. Our team troubleshoots your Illumibot remotely, so leave it powered on and connected to Wi-Fi.

Tap a ticket to chat with our team. You can send messages, photos and videos. We'll send you a notification when we reply. If notifications are off, the ticket shows Notifications are off. Tap Turn on so you know the moment we reply.

When an automated reply answers you, tap That solved it to close the ticket, or I still need help to ask for a person.

A closed ticket shows This ticket is closed. Tap Open a new ticket if you still need help or something new came up.

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 or Profile → Request a feature. The Send feedback sheet opens.

  1. Choose Bug report or Feature request.
  2. Fill in What went wrong? or What would you like to see?.
  3. If you opened it by shaking your phone, Attach screenshot (on by default) includes 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 version is no longer supported, you'll see Update Required. You can't keep using the app until you update. Tap Update Now to get the latest version from your app store.

Contact us⚓︎

Email support@illumibot.ai.