Support is a person, reached from the app or by email. Tell us what happened, and we answer within one working day, faster when something is broken.
From the app
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Open the Support tab and start a ticket
Give it a subject and describe what happened. Pick a category, such as billing, a phone, streaming or your account, and say if it is urgent.
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Point it at the phone or the invoice
If it is about one phone in particular, choose it; a phone shared with you counts too. A billing question can name the invoice. This saves a round of questions.
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Attach a screenshot if it helps
One PNG or JPEG per message, up to 8 MB. A picture of the error is worth a paragraph.
What gets attached automatically. To help us answer, a ticket carries your app version, the state of the phone you named, your most recent invoice and the kinds of your last few notifications. The app shows this before you send. It never includes the contents of a phone.
Following a ticket
- A reply from us shows in the app and is always emailed, even if you have muted notification email, because an answer nobody sees is a failed ticket.
- A ticket waiting on you is marked as such. Replying is what clears it.
- When it is sorted, either of us can mark it solved. You can reopen a solved ticket within seven days; after that, or once it is closed, open a new one and mention the old.
- You can rate a ticket once it is solved, once.
By email
support@skyrocloud.com, from the address on your account. Include the name of the phone if it is about one, and for a payment the date and, for a card, the last four digits only.
Help yourself first
The knowledge base is small and grows as questions come in; the search box on its front page finds what is here. If it does not answer you, write, and we usually add the answer here afterwards.
Still stuck? Write to us and we will answer.