How-To > Submitting Tickets via Forms

Contacting us has never been easier! We have streamlined the process so we can collect the information we need up front, which means less back-and-forth, fewer questions, and faster solutions. We know some a bit long but trust us, it makes it easier, especially when our ticket volumes are higher than normal 💚

☎️ We don't have a phone number as we stick to online inquiries only. 
🤖 Wattson, our bot, is positioned to assist where possible, otherwise a ticket needs to be submitted.

• Mobile browser users: Tap the link in the top banner

• Desktop users: Click ‘Submit a Request’ on the right-hand side of the screen

• Or go directly to our ticket request page here

We have seven (7) categories to choose from, pick the one that best fits your request (see descriptions below):

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Product Inquiry [Pre-Purchase Questions]

• Use this if you are researching a product or deciding what to buy. We are happy to answer any questions before you hit “add to cart

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Customer Support [i.e. Orders, Shipping, Non-Technical]

For anything related to your order, including:

• Tracking

• Shipping updates

• Exchanges or returns

• Refund status

• Invoices

• Address corrections

• Points

Psst! You can also track your order here.

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Hardware Support [i.e. Physical Issue With Device, Partially On, Not Turning On, etc]

• If there is a physical issue with your lights, use this form. We will walk you through troubleshooting and diagnostics to get things working again, or start the warranty/replacement process if needed!

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Software Support [i.e. Pairing, Integrations, Nanoleaf App, Connectivity]

• This is the form for issues such as pairing, firmware, connectivity, or integrations, or want app or feature support.

Warranty Claim Review | Replacement Part Request

• Use this if you are out of warranty after checking your eligibility or if you need a replacement part.

• These got straight to our warranty and replacement team to assess the situation and/or send a draft order to get your replacement if you cannot find it on our Nanoleaf shop!

• Otherwise, please use the Hardware Support form as we do need to troubleshoot all issues, depending on the diagnostics selected.

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Beyond Support: Let’s Talk Possibilities or Report Issue on Nanoleaf Shop/Website

• Use this when you want to take about partnership opportunities, ask about our Beta program, or have a B2B/Distribution inquiry and we will forward it to the right person!

OR

• If something is going wrong at checkout or a payment error is showing up, this is your form.
(If it is us, not you, we will fix it!) This is only for this issue, other issues re: order issues, products warranty, please use the appropriate form so we can efficiently assist you.

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Share Your Thoughts: Tell Us What’s Bright (or Not-So-Bright)

• Have feedback? This is your space to shine ✨ This form sends an automated reply and is passed on to the correct department. If your feedback needs a direct response, please use one of the forms above instead.

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