How do I get help if something's wrong?

Tell Charyl what's wrong — type /bug in chat and you'll see exactly what's included before it sends. We reply within one business day. There's no phone line and no live chat today.

Start with Charyl herself. Type /bug, and add what went wrong if you like — she opens a consent card showing exactly what’s included before anything leaves your home, and you have to tap Send yourself.

That report reaches Singer Intelligent Homes’ support. We reply within one business day.

What support looks like today

There’s no phone line and no live chat — you reach support through the reports you send from inside Charyl, and we reply by email to the address on your account. For the full mechanics of what’s included in a report and what’s deliberately left out, see how do I report a bug or request a feature from inside Charyl?

To fix something, support may send your box a request: restart one of its services, check for updates, or send us a health report. Nothing happens until an admin of your home approves it. An approval made in the mobile app travels through our relay, so it rests on our policy; one made in the web app at home goes straight to the box. That isn’t the only way we can reach your box, so for the full list see can Singer Intelligent Homes get into my Charyl box?

If Charyl herself isn’t responding at all, that’s a different check — see Charyl isn’t answering first, then file a /bug report once you know what you’re describing.