This article concerns:
- Nuki iOS App
- Nuki Android App
Do you need help or do you have questions about your Nuki products? Then create a ticket via the help section in the Nuki App. Your app will send us anonymized information about your devices. This allows us to quickly identify and resolve errors.
Information about your devices
If you contact us via the help section in the Nuki App, this information will be sent to our support team:
- Debug report from the Nuki App
The debug report contains information about errors in the Nuki app.
Example: Bluetooth communication errors between smartphone and Nuki devices. - Report about your devices
The report contains:
* Installed firmware of the used Nuki devices
* Information about basic configuration of the Nuki devices
* Number and type of Nuki devices configured in the Nuki App
* Smartphone model and operating system - Daily report and internal error report of the device
The report contains:
* Number of locking actions
* A detailed breakdown of battery values over a defined period of time.
If you have questions about power consumption, these reports are especially helpful.
Note:
All included information is anonymized and does not allow any conclusions about the behavior of individual users.
How to create a support ticket
Select ”Help” > ”Contact customer support” in the menu of the Nuki App to contact our support team. Please provide us with the following information:
- Name and email address
This information is only used for communication with our support team and will not be stored or used for any other purpose. - Device
Select the product you want to contact us about from the device list. - Description
Describe your problem and add up to six pictures if necessary.
After sending your request, a ticket will be created for you in our system. Our support team is happy to help.
