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Support

Open the Setting tab and tap Support.

RowWhat happens
FAQsOpens the Superheat FAQ in your browser
EmailOpens your mail app addressed to service@superheat.xyz
Support RequestOpens a short form that reaches the support team directly

FAQs sits on its own at the top of the screen. Email and Support Request are grouped below it under the heading Expert Support.

Before you write in, it is worth checking the FAQ and the status reference — a red or amber banner on the Home tab usually has a named cause, and knowing that name makes the reply you get much faster.

Sending a support request​

Tap Support Request. The form asks for two things.

Phone number. Enter it in international format, starting with a plus sign and a country code, for example +16502857115. If you have given the team a number before, the field opens already filled in with it. If the format is wrong the app tells you so beneath the field. This number is used to contact you about this request and nothing else.

Description. Tell the team what happened or what you need. Include the heater's serial number if the problem is with the hardware; you can read it under About (see Device details).

Both fields are required — Submit Request stays gray until each has something valid in it. Once the request is in, the team gets back to you within 1 to 2 business days.

One request at a time​

You can have one open support request. While it is open, tapping Support Request shows Request in progress instead of the form, along with the support email address for anything urgent.

If something else comes up in the meantime, reply on the existing request by email rather than trying to open a second one. When the current request is closed, the form comes back.

Status changes on your request appear in your notification inbox — see Notifications.

Device logs​

The Setting tab also has a Device Logs row. Tapping it asks Do you want to download the device logs? Choose Download and the app writes a log file to your phone, then tells you the path it saved to. The file exists so you can hand it to support when they ask for it; there is nothing in it you need to read yourself.