After-Sales Service

Prepare a MOCREO Smart System service request, contact support, confirm the next steps, and follow up on your ticket.

Use this guide when you need help with a product fault or want to request repair, replacement, a return, or a refund.

1. Identify the Help You Need

Your situation	Where to start
Setup, connection, readings, or notifications are not working as expected	Try the matching Troubleshooting guide, or contact support for assistance.
The product appears damaged or faulty, or troubleshooting has not resolved the problem	Prepare the device and purchase information below and describe the fault to support.
You want to request a return or refund	Tell support where you bought the product, provide the order number, and explain your request.

2. Prepare Your Information

Have the following information ready so support can understand your request:

Device: Product model and SN. For a Sensor connection problem, include the related Hub model and SN if one is used.
Purchase: Purchase channel, order number or proof of purchase, and delivery date for purchase-related requests.
Problem: What happened, when it first occurred, and any error message or indicator pattern.
Evidence: Photos, screenshots, or a short video showing the problem, plus the troubleshooting steps you have tried.
Contact: The email address you use for the request. If the issue concerns the App, include the App version and phone model.

For repair, replacement, or return requests, support may also need your name and shipping details to confirm the next steps.

3. Submit Your Request

Submit a Support Request

Open the MOCREO Customer Service page and use its support form.

Email Support

Send your request and supporting information to [email protected].

In the MOCREO Smart App, open Profile > Support to contact support. The Customer Service page lists the available contact channels.

If you have already submitted this issue, reply to the existing ticket or email thread and add any new information there.

4. Confirm the Next Steps with Support

Support will review your information and may ask for additional checks or evidence. Confirm the proposed next steps with the support team.

Technical assistance: Follow the recommended checks and report the result.
Repair or replacement request: Confirm the device or part involved and the instructions for your case.
Return or refund request: Confirm the instructions for your order and purchase channel.

If a return shipment is needed, obtain the return address, packing instructions, required items, and shipping arrangements from support before sending the product.

5. Follow Up on Your Request

Keep your ticket number and reply to the same conversation when sharing updates. You can also sign in to the MOCREO Help Desk to follow up on an existing ticket.

If you send a parcel, add the tracking number to your ticket. After completing the agreed steps or receiving a repaired or replacement product, let support know whether the problem has been resolved.

For contact details, return to Contact & Support.