Customer support guidelines and etiquette

  • Region: North America
  • Updated 

We’ve created the world’s first ethical, modular smartphone, and we want your experience with our support team to be just as positive and transparent as our mission. 

Submitting a support ticket

We want to resolve your issues as quickly as possible. You can submit a request directly through our Support Ticket form.

Once your ticket is successfully submitted, you will receive an email confirmation with your request details. To prevent delays in addressing your issue, we rely on your cooperation:

  • Reply to existing threads: If you already have an open request about a specific issue, please reply directly to that email thread rather than starting a new one.
  • Avoid duplicate tickets: Opening multiple requests for the same issue slows down our response time, as we have to spend extra time gathering scattered information.
  • Use one email address: Try to contact us using a single email address so your history remains centralized and we can assist you efficiently.

Community & support etiquette

To ensure a safe and constructive environment for everyone, we ask that you follow these guidelines when interacting with our team and community members:

  • Stay civil: Do not use language that is offensive, threatening, insulting, or vulgar. Hate speech, discriminatory language, and aggressive or disruptive behavior are strictly prohibited.
  • Treat everyone equally: Treat our agents and community members with respect, regardless of their race, ethnicity, age, national origin, mental capabilities, religion, sexual orientation, sex, gender, gender identity, disability, or diseases.
  • Respect employee privacy: Please respect the privacy and well-being of our team. Do not share an employee’s personal information, contact details, photos, or screenshots of internal conversations/profiles without their consent.
  • Fairness for all: We address all customers on a fair and equal basis. Threats to our team or an unwillingness to cooperate with reasonable requests will never result in quicker or preferential service.

Consequences of violating etiquette

Violating any of these expectations or an employee's privacy will result in a written warning. In serious cases, we may temporarily restrict your access to our services or escalate the matter to legal authorities. Repeated violations will result in us ceasing all contact with you.

Terms of service

Legalities can be dry, but they help us protect you, your data, and our team. We have a Terms of Service (TOS) that outlines behavioral expectations and rights related to content, privacy, and the law. To use our support services, you must agree to abide by our TOS.