The details to include when you ask for help with a device, so we can answer you quickly.

If a device isn&apos;t working as you expect, contact us by live chat or email <a href="mailto:customerservices@vesternet.com">customerservices@vesternet.com</a>. The more you tell us up front, the faster we can help.
Before you get in touch, check the set-up page for your device and controller: <a href="https://www.vesternet.com/pages/start">Set up your Vesternet devices</a> for our own devices, or the <a href="https://www.vesternet.com/pages/guides">guides</a> for everything else. <a href="https://www.vesternet.com/pages/adding-and-removing-devices">Adding and removing devices</a> covers most pairing problems.
<h2 id="what-to-send-us">What to send us</h2>
<ul>
<li>Your order number</li>
<li>The device, and what you are trying to do with it</li>
<li>What happens instead, and any error message</li>
<li>Your controller or hub, and its software version</li>
<li>The device&apos;s firmware version, if you know it</li>
<li>Screenshots of the device&apos;s settings in your controller app</li>
<li>For switches and dimmers: a photo of the wiring and the type of wall switch and light bulbs you use</li>
<li>Any scenes, automations or associations that control the device</li>
</ul>
Not everything will apply to your problem; send what you can.
<h2 id="taking-a-screenshot">Taking a screenshot</h2>
<ul>
<li>Windows: press Windows + Shift + S and select an area.</li>
<li>Mac: press Cmd + Shift + 4 and select an area.</li>
<li>Phone: press the power and volume-up buttons together.</li>
</ul>
See <a href="https://help.vesternet.com/en-US/what-does-technical-support-cover-66427">what help and advice we offer</a> for what we can and can&apos;t help with.

Getting help with a device: what to send us

We help with all the products we sell. Here's what we can and can't help with, and how to reach us by live chat or email.

We offer help and advice for all the products we sell, so you can get your smart home set up and working. <h2 id="what-we-offer">What we offer</h2><ul><li>Help with setting up and using all the products we sell</li><li>More in-depth advice for products we have tested and use day to day</li><li>Setup guides and answers to common questions in this Help Centre</li><li>Information on which devices work together</li><li>Information on common tasks with each controller</li><li>General advice on using our products with other types of device</li></ul> <h2 id="what-we-dont-support">What we can&apos;t help with</h2><ul><li>Products bought from other shops or sellers</li><li>Products that have been sold on to someone else</li><li>Products bought under a trade or installer account. Installers are expected to support their own customers</li><li>Products that were bought and installed by an installer. Please contact your installer for help</li><li>Products that we don&apos;t sell</li><li>Detailed help with programming, complex scenes and automation rules, or setting up plugins and extensions</li><li>Detailed fault-finding for home network or communication problems</li><li>Logging in to your system remotely</li></ul> <h2 id="how-do-you-get-support">How to get help</h2>You can reach us by live chat on our website or by email at <a href="mailto:customerservices@vesternet.com">customerservices@vesternet.com</a>. Please include your order number, the product you&apos;re using, your controller or hub, and a short description of the problem. This helps us give you a useful answer quickly. We may ask for more details or send you links to guides that will help.

What help and advice we offer for your products

Get in touch by live chat or email before returning a device – many problems can be fixed quickly. To return, request it from your account to get an RMA number.

If a device isn&apos;t working as expected, please get in touch with us before sending it back. Many problems can be fixed with a few simple checks, and we&apos;re happy to help you work through them. You can reach us by live chat on our website or by email at <a href="mailto:customerservices@vesternet.com">customerservices@vesternet.com</a>. If you still want to return the device, please request a return from your Vesternet account. You&apos;ll receive an RMA number and instructions on how to send the item back. Please don&apos;t post items to our office address, as it is for post only and cannot accept returns. You can return items within 30 days, and refunds are made under our returns policy.

A device isn't working: before you return it

<div dir="auto">We&#x2019;re here to assist you.&#xA0;If you have any questions or need support, feel free to reach out through any of the following channels:<ul><li style="font-size: 18px;">Live Chat (recommended): For quick assistance, just click the orange chat bubble in the bottom right corner from any page.</li><li style="font-size: 18px;">Email: You can reach us at <a rel="noopener">sales@vesternet.com</a>, and we&#x2019;ll respond as promptly as we can.</li><li style="font-size: 18px;">Facebook&#xA0;: Chat with us on <a href="https://www.facebook.com/vesternet" rel="noopener" target="_new">Facebook&#xA0;Messenger</a>.</li><li style="font-size: 18px;">X&#xA0;: Connect with us on Twitter at <a href="https://twitter.com/vesternet" rel="noopener" target="_new">@vesternet</a>.</li><li style="font-size: 18px;">Postal address: Vesternet, Unit 3, Office A 1st Floor, 6-7 St. Mary At Hill, London, EC3R 8EE, United Kingdom. This address is for post only; we are not able to receive visitors. Please do not send returns here: contact us first and we will give you the returns address.</li></ul>Live chat and email are the quickest ways to reach us. We&#x2019;re available from 9 AM to 5 PM (UK time), Monday to Friday. We look forward to hearing from you.</div>

Contact Us

How to reach us by phone, and when live chat or email will get you a better answer.

If you prefer to talk, you can call us on 0345 226 8572. Calls are answered by our AI voice assistant. It knows our full product range, which is updated every day, so it can answer product questions, check stock and look up your order. <h2 id="when-live-chat-or-email-works-better">When live chat or email works better</h2>For some questions, writing to us gets you a better answer: Wiring and installation: smart home problems are hard to describe out loud. In writing you can send model numbers, photos, screenshots and wiring details, so we look at the right picture from the start, and you have a written record of what we advised. Detailed pre-sales advice: tell us what you want your system to do and we&#x2019;ll recommend the right product or technology, with links to the products and guides. Our <a href="https://www.vesternet.com/pages/system-check">System Check</a> is a quick way to start. Anything that needs a person: on live chat or email, your question goes to the member of our smart home team best placed to answer it. <h2 id="other-ways-to-get-help">Other ways to get help</h2>Live chat: click the orange chat bubble in the bottom right corner of any page. Help Center: our <a href="https://help.vesternet.com/">self-help center</a> and free <a href="https://www.vesternet.com/pages/guides">guides</a>, with step-by-step articles, wiring diagrams and tips.

Technical help and contact

Getting help with a device: what to send us

What help and advice we offer for your products

A device isn't working: before you return it

Contact Us

Phone support