What information to send to Freedompro Support

Checklist of data, screenshots and checks to attach to a Freedompro support request.

Risoluzione problemi 1 min read

A complete request allows support to understand the product, network, status, and steps already taken more quickly.

In short: Include the model, serial number, LED status, app version, network, ecosystem, and the steps that trigger the error.

Module information to send to support
Model, serial number, and firmware are available in the Device Information screen.

Technical details

  • Exact model.
  • Serial number.
  • Firmware version.
  • LED color and behavior.
  • Freedompro Home version.
  • Phone model and operating system.
  • External ecosystem involved.

Description of the issue

  • What you want to achieve.
  • What actually happens.
  • When it started.
  • Whether the issue affects all channels or just one.
  • Checks and resets already performed.
  • Screenshots or videos without sensitive data.

For orders or warranty

  • Order number.
  • Email used for the purchase.
  • Photo of the product and packaging if damaged.
  • Description of the installation and load, if relevant.