USING THE TICKET SUBMISSION FORM
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.
Where to Find the Contact Form
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
When to Use Each Form
We have seven (7) categories to choose from, pick the one that best fits your request (see descriptions below):
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
— — —
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.
— — —
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 troub
leshooting and diagnostics to get things working again, or start the warranty/replacement process if needed!
— — —
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.
Submit Hardware and Software tickets via the Nanoleaf app, here's how (and why it's easier) - See link below.
🔗How-To > Submitting Tickets via Nanoleaf App
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.
— — —
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.
— — —
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.
❓ Still not sure which form to use? No worries! Pick the one that feels closest to your issue. Our team makes sure it ends up in the right place. 💚
Keywords: Nanoleaf support form, submit a request, support ticket categories, customer support orders, hardware troubleshooting, software connectivity issues, warranty claim request, pre-purchase product inquiry, Nanoleaf app ticket submission, contact Nanoleaf online
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