How to Request Support from the Mobile App

The Sera4 technology is highly reliable, however if any issues arise in the field, support can be requested from the mobile app. Most troubleshooting steps can be attempted prior to requesting support. Common troubleshooting steps include:

1. Checking if you have been assigned a key
2. Resetting your Bluetooth
3. Connecting the Sera4 Padlock to External power (powerbank)

See below steps on submitting support tickets from the mobile app:

1. Click the Menu icon (3-dots in the top right corner) and select “Support”
2. If the issue you are having cannot be resolved by selecting “Bluetooth Troubleshooting”, select “Request Assistance”
3. A list with 6 issues to select from will popup. 
4. Important Note: The FS Connect and Sera4 support team cannot issue keys to end-users without written permission from the organisation. Kindly contact your NOC, Support Centre or Administrator to assist with granting access to site.
5. If you select Lock Not Found, Lock Won’t Connect, Lock Won’t Open or No Key Available, you will be required to select/provide the lock ID of the lock you are facing issues with. If the lock is not visible on the list to select from, select “Lock not shown” and type the lock ID.
6. Select the organisation/company the lock belongs to
7. Add any additional details that would be helpful to under the issue better
8. Select “Done” once your ticket number is displayed on the screen