Unable to contact support through app, website, or chatbot

[michal3]

Hello,
I am writing to request assistance with contacting Aqara customer support team. I have been trying to open a new support case but have encountered several issues with your contact channels:

• In-App Support Button: When I go to Profile > Feedback and Help and tap on the Smart Customer Support button, nothing happens. The button is unresponsive.
• Website Support Page: I have also tried to find a contact form on your support website, but there doesn’t seem to be an option to submit a support ticket.
• Chatbot Link: The link provided by your chatbot to contact support redirects to an error page.
  I am trying to follow up on an issue I was unable to resolve on the community forum regarding a problem with notifications on my Android devices (No notifications on Android devices (Samsung) - help needed)
  Could you please provide a direct email address or a working link to a support form so I can properly open a case?
  Thank you for your help.
  
  
  
  
  
  
  
  

[Raman.V]

Hello @michal3
Please write to e-mail support@aqara.com
In order for notifications to work, you need to give them permission in the Android system itself in the settings of your phone

[michal3]

Thank you @Raman.V for your response. I already sent the support request to that address and I’m not sure if this is proper one as I didn’t get any auto response message about registering my ‘ticket’ as it usually happens in other places. But once I’ll get any response I’ll update this thread. BTW are the mentioned by me issues related to support channels are only not working for me or also not working in your case? (support form on webpage and button in the app).

[Raman.V]

You will be answered in the order of the queue, there are no automatic notifications about the registration of your request. The feedback button should work in the application. I use it all the time.

[michal3]

Thank you @Raman.V for confirmation I’ve also managed the button to work - China connection restriction had to be removed on the router to make it work. But on the website the form is still not available under “End User & Customer Support”

[Yimin.AqaraApp]

Hi, I’m on the app team. Thanks for flagging the “Contact Support” link issue—we’re looking into it and will fix it soon. We also noticed your push notification problem, which our tech team is already working to resolve. (Just wanted to confirm that’s the issue you need help with? ) Sorry for the inconvenience, we’ll sort these out quickly!

[michal3]

Hi @Yimin.AqaraApp! Thank you for your response. The link in the chat bot seems to work now - probably it started working once I’ve removed restrictions on my router. Only thing I would see as a user to be fixed is the feedback from the webpage once I’m clicking on the ‘End User & Customer Support’ The notifications issue is kind of solved l but solution wasn’t obvious from user perspective so you may want to work on the feedback for the user in such cases or making it work without making changes to the Aqara system by user once user switch platform (iOS > Android). This is my guess only of course (the solution described in notification related post) which I don’t understand fully. My understanding is that once I changed something in one of my Aqara device on Android - notifications started to appear. If you are on the app team you may have clue probably nevertheless I wish you guys good luck!

[Yimin.AqaraApp]