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Support

We're here to help you get the most out of your miAlarm experience.

Contact Information {#contact}

Primary Support

Email Support

  • 📧 Email: support@mialarm.co.za
  • ⏱ī¸ Response Time: 24-48 hours
  • 📅 Hours: Monday-Friday, 8 AM - 5 PM SAST
  • 🌍 Language: English, Afrikaans

What to Include in Support Emails:

  1. Your account username
  2. Unit ID (if device-specific)
  3. App version number
  4. Phone model and OS version
  5. Detailed description of issue
  6. Screenshots if applicable
  7. Steps to reproduce problem

Emergency Contacts

For Alarm Emergencies:

  • 🚨 Contact your security company directly
  • 📞 Use in-app "Call Control Room" feature
  • 🚓 For immediate danger: Call 10111 (SAPS)

Not for App Support:

  • Security company cannot help with app issues
  • Installers handle hardware/programming only
  • App support is via email only

Business Inquiries

Partnership & Integration

  • 📧 business@mialarm.co.za
  • 🤝 Installer programs available
  • đŸĸ Corporate solutions offered

📚 Help Resources {#resources}

In-App Help

Help Icons (ℹī¸)

  • Found throughout the app
  • Tap for contextual help
  • Includes glossary terms
  • Visual guides included

Tutorial Sections

  • First-time setup wizard
  • Feature introductions
  • Tooltips and hints
  • Interactive guides

Documentation

User Guides

Video Tutorials

  • Coming soon on YouTube
  • Setup walkthroughs
  • Feature demonstrations
  • Troubleshooting guides

Knowledge Base

  1. How to add a new device
  2. Setting up notifications
  3. Understanding zone colors
  4. Configuring emergency contacts
  5. Using panic features
  6. Managing multiple users
  7. Subscription management
  8. Troubleshooting connections

Release Notes

Stay Updated:

  • Latest Changes
  • In-app update notifications
  • Email announcements
  • Feature previews

🛠ī¸ Self-Service Tools

Account Management

Password Reset

  1. Login screen → "Forgot Password"
  2. Enter registered email
  3. Check email for reset link
  4. Create new password
  5. Login with new credentials

Update Contact Info

  1. In-app profile settings
  2. Edit email/phone number
  3. Verify changes
  4. Save updates

Device Management

Remove Device

  1. Swipe device tile
  2. Select "Remove"
  3. Confirm deletion
  4. Device removed from account

Transfer Device

  1. Remove from current account
  2. New user adds device
  3. Master approval required
  4. Transfer complete

Subscription Management

View/Change Subscription

  1. Sidebar → Subscriptions
  2. Opens app store
  3. Manage subscription
  4. Change or cancel

Restore Purchase

  1. Subscription screen
  2. "Restore Purchase" button
  3. Validates with app store
  4. Access restored

Quick Solutions

Common Fixes

Issue Quick Solution
Can't login Check username/password, reset if needed
No connection Verify unit power and network
Missing device Pull down to refresh home screen
No notifications Check phone and app settings
Slow performance Clear cache, update app
Zones not updating Sync device data in settings

Diagnostic Steps

Before Contacting Support:

  1. ✅ Update to latest app version
  2. ✅ Restart the app
  3. ✅ Check internet connection
  4. ✅ Verify unit is online
  5. ✅ Try on different network
  6. ✅ Review FAQ section

Error Codes

Common Error Messages:

  • E001: Network timeout - Check connection
  • E002: Invalid credentials - Verify login
  • E003: Device offline - Check unit power
  • E004: Authorization pending - Wait for approval
  • E005: Subscription required - Upgrade account

Professional Support

Installer Network

Find an Installer:

  • Email for recommendations
  • Certified professionals only
  • Coverage across South Africa
  • Installation and maintenance

Installer Services:

  • New system installation
  • System upgrades
  • Programming changes
  • Hardware troubleshooting
  • Firmware updates

Training Programs

For Installers:

  • Certification courses
  • Technical documentation
  • API access
  • Dedicated support

For End Users:

  • Group training available
  • Corporate workshops
  • Custom documentation
  • Priority support plans

Support Policies

Response Times

Standard Support:

  • Email: 24-48 hours
  • Non-urgent issues
  • Business hours only

Priority Support:

  • Subscription users
  • Faster response times
  • Extended hours
  • Direct escalation

Scope of Support

We Help With:

  • ✅ App functionality
  • ✅ Account issues
  • ✅ Feature guidance
  • ✅ Bug reports
  • ✅ General troubleshooting

We Don't Cover:

  • ❌ Alarm panel programming
  • ❌ Hardware installation
  • ❌ Electrical work
  • ❌ Third-party integrations
  • ❌ Custom development

Privacy & Security

Your Data:

  • Never shared without consent
  • Encrypted communications
  • Secure storage
  • POPIA compliant
  • Regular security audits

🌟 Feedback

We Value Your Input

Share Feedback:

  • Feature requests welcome
  • Report bugs immediately
  • Suggest improvements
  • Rate the app

How to Provide Feedback:

  1. In-app feedback button
  2. Email suggestions
  3. App store reviews
  4. Social media comments

Feature Requests

Submission Process:

  1. Check if already requested
  2. Provide detailed description
  3. Explain use case
  4. Include examples
  5. Vote on existing requests

What Happens Next:

  • Team reviews all requests
  • Popular features prioritized
  • Development timeline shared
  • Updates on progress

Thank You!

Thank you for choosing miAlarm. We're committed to providing excellent support and continuously improving your experience.

Remember:

  • 📧 support@mialarm.co.za for all app-related queries
  • 🚨 Contact your security company for alarm emergencies
  • 📱 Keep your app updated for the best experience

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