Service and Support

This topic describes the service and support channels on the Tuya IoT Development Platform, and also describes how to submit and manage technical tickets.

Support channels

Tuya boasts a rich supply of documentation and FAQs, which cover more than 80% of the information and knowledge you need. Read through the following contents before submitting a ticket:

• Documentation: Provide all the documents from product development to mass production and sales, helping you solve your problems at one stop.
• Help Center: You can find detailed answers to questions about product development and daily usage.
• Bulletin Board: Display important platform announcements.
• Q&A Bot: Tuya’s smart customer service robot. You can ask questions and quickly get answers. Frequent questions can be: how to transfer a PID, when and how long to deliver the samples, how to get an invoice, and what to do when a device goes offline.
• Technical Ticket: You can get customer support services provided by Tuya’s senior technical support engineers and R&D engineers, helping you in troubleshooting.

Technical ticket

Tuya provides multiple channels through which you can submit a ticket and get support from technical teams dedicated to your specific problems. To submit a ticket, perform the following steps:

Prepare the required information

Prepare relevant information before asking questions, so that we can give more accurate and faster answers. For example:

• Company or account information
• Product ID
• Device ID
• Specific occurrence scenario

Select a solution

• Smart solution

  If this is your first time using the Tuya IoT Development Platform or Service & Support, select this solution.

  1. Log in to the Tuya IoT Development Platform.

  2. Click the bubble in the lower right corner of the page, which shows Help and Services, and click Consult.

     

  3. Deliver your problem to the Q&A Bot and get a preliminary approach.

  4. If the Q&A Bot cannot resolve your problem, click Manual Service.

     

  5. Select a classification that matches your problem.

  6. Describe your problem, including your contact information and other required information, and click Submit the ticket.

     

• General solution

  If you have ever used the Tuya IoT Development Platform or Service & Support, select this solution.

  1. Log in to the Tuya IoT Development Platform.

  2. Click the bubble in the lower right corner of the page, which shows Help and Services, and click Submit Question. Alternatively, click Tech Support in the top right corner of the page to enter the homepage of Technical ticket.

     

  3. Click +Create to enter the problem classification page.

     

  4. Choose the space for your ticket.

     Each ticket cannot be displayed in multiple spaces at the same time. Once the space is selected and the technical ticket is submitted, you cannot change the space or query information in other spaces.

  5. Select a classification that matches your problem.

  6. Describe your problem, including your contact information and other required information, and click Submit the ticket.

     

Receive a ticket

On the required information page, Tuya has reserved a Notification Channel section for you. When there is a new reply to your ticket, Tuya will inform you via SMS or email. If necessary, the engineer will contact you with your phone number or email address.

Manage a ticket

• On the homepage of Technical ticket, you can see all your tickets. You can search for your target ticket by My Space, Status, Creation Time/Update Time, Ticket ID, or Key words.

• The tickets are sorted by the latest creation time or latest update time in descending order. You can see the current status of your problem. When you receive a reply, the message is in bold font. If your feedback is required, the message is in red.

  

• Explanation of ticket status:

  Parameter	Description
  To be assigned	The ticket is created and to be received by the engineer.
  Pending	The ticket is assigned to the engineer and to be processed.
  Processing	The engineer is handling the problem.
  To be supplemented	The engineer is working on it, and your further information is required.
  To be confirmed	The engineer has provided a preliminary solution. You can accept or reject the solution.
  Revoked	You have revoked the ticket, so the ticket cannot be reopened.
  Closed	Your ticket is closed and cannot be reopened.

Follow up a ticket

After a ticket is submitted, you will enter the ticket interaction page. You can also navigate to the page from the homepage. The technical ticket ID is shown at the top of the page, and the interface of your interaction with the engineer is shown at the bottom.

Close a ticket

• During the interaction, if your problem is resolved, or you will no longer follow up the problem, you can click Cancel the ticket.

  

• When the engineer provides a solution, the technical ticket status will be changed to To be confirmed. If the solution does not resolve your problem, you can continue to ask questions in the dialog box. If you think your problem is resolved, or you will no longer follow up the problem, you can click Confirm to close the ticket in the top right corner.

  

• After clicking Confirm to close the ticket, you will see a Service evaluation dialog box. Your evaluation contributes to our better service.

Urgent technical ticket

Generally, Tuya engineers will handle your problem within one working day. If you can provide detailed information, such as video clips and pictures to illustrate the problems, or describe your troubleshooting operation and result, the problem handling process will be facilitated. If you are facing an urgent problem, you can use the following approach:

• Technical ticket: You can attach Urgent to the current technical ticket, or you can create a new technical ticket including the ID of the urgent technical ticket and the reason.
• Online customer service: You can communicate with the Q&A Bot or customer service staff about the ID of the urgent ticket and the reason.
• IoT Platform Hotline:
  • Mainland China: (0086)400-881-8611
  • The United States: (+1)844-672-5646

Other channels

Feedback on ticket service

Tuya will prepare a solution for you as soon as possible.

• If you think the engineer’s solution cannot resolve your problem, you can continue to ask questions in the dialog box.

• If you are dissatisfied with the technical ticket and do not continue to follow up the problem, you can click Confirm to close the ticket on the top right corner and give your comments. Tuya will always strive to provide better services for you.

  

Get finished product service as non-developer

Tuya provides you with an exclusive feedback channel for finished product services. You can get support through the following channels:

• TuyaGo online customer service: You can communicate with the service staff about your desired products.
• TuyaGo global service hotline: (0086)400-867-8671
• Email address: b2b-service@tuya.com

Exclusive technical support plan

Tuya is preparing for the exclusive technical support plan. If you have any suggestions, you can choose +Create > Others > Comments and suggestions on the Technical ticket page. Your precious suggestions are appreciated.