Help & support
How can we help?
Quick fixes to try, how our support works, and the fastest way to reach the team. We're here Monday to Friday, 9am to 5pm.
Before you log a ticket
Quick fixes and common questions
A device says it’s offline
My Wi-Fi keeps dropping out
The power went out and things aren’t working
I can’t log in to the app
Voice commands or automations have stopped working
A camera isn’t recording or won’t show live view
A smart lock is slow or not responding
Is it safe to let CleverMate connect remotely?
What does support cost without a plan?
After you log a ticket
How support works
01
We triage it
We review your ticket, check your system notes and your plan, and aim to get back to you within one business day.
02
We fix it remotely
For plan members, most issues are sorted in a remote session. You approve each one with two-factor authentication, and our access ends when it does.
03
We come to you
If it needs hands on, we book an on-site visit. Visits are included on Better and Best plans; otherwise it's a call-out from $320 + GST.
Support levels
What your plan covers
- 1Try a quick fixMost hiccups clear with a restart or a Wi-Fi check.
- 2Log a ticket, call or SMSMonday to Friday, 9am to 5pm.
- 3We check your planThen pick the right level of support for the job.
Pay as you go
No planGood
Remote supportBetter
Remote + on-siteBest
Most popularRemote sessions only start once you approve them with two-factor authentication. Included on-site visits cover travel within 30 km of the Melbourne CBD. Anything beyond your plan is charged at our standard rates, plus GST.
Compare support plans