Welcome to Our Service Request Page

How to Submit a Human Touch Service Request

If your Human Touch® product is not operating as expected, submit a Service Request for troubleshooting, warranty review, replacement-part assistance, or other product support.

Human Touch can review products that are within or outside their warranty period. Available service options, coverage, parts, labor, technician availability, and fees depend on the product, issue, warranty status, and service location.

Before submitting your request

Please have the following available, if possible:

• Complete product model name or number
• Product serial number
• Original proof of purchase
• Purchase date and place of purchase
• Current service address
• Detailed description of the issue
• Photos showing the product or affected area
• Videos demonstrating the issue, if already available
• Any error message shown on the controller

Providing complete and accurate information can help reduce delays.

How to submit a Service Request

Complete the form here. Or click on the link on the bottom of the page.

When describing the issue, include:

• What is happening
• When the issue began
• Whether it occurs continuously or intermittently
• Any unusual movement, sound, smell, or error message
• Troubleshooting steps already attempted

Do not attempt to disassemble or repair the product unless Human Touch provides instructions.

Will I need to submit a video?

For many mechanical or operational concerns, a video helps the Customer Experience team see and hear what the product is doing.

After submitting your Service Request, you will receive an automated email containing a secure SnapCall link. If a video is requested:

1. Open the secure SnapCall link in the email.
2. Allow access to your device’s camera and microphone if prompted.
3. Record a detailed video showing the issue.
4. Talk through the video and explain what you are experiencing.
5. Submit the recording directly through the link.

You do not need to download an application or upload the video separately. The submitted video will be attached directly to your service case.

Only demonstrate the issue if it is safe to do so. Do not reconnect or operate a product that is smoking, sparking, overheating, producing a burning smell, or suspected of presenting an electrical hazard.

If a video is not needed for your type of request, the team will continue reviewing the information submitted and contact you if anything additional is required.

What happens after I submit the form?

After submission:

• A support ticket is created.
• You will receive an email confirming your request.
• You will receive a secure SnapCall link requesting a video.
• A Customer Experience specialist will review your form, documentation, and submitted media.
• The specialist will provide the next step or request additional information.

Human Touch generally responds within one to two business days, Monday through Friday. Response times may vary based on request volume, issue complexity, and whether additional information is needed.

To avoid delays, follow the instructions in the automated confirmation message and submit requested photos, documents, or SnapCall videos as soon as possible.

Important safety information

If the product produces smoke, sparks, excessive heat, a burning smell, or a suspected electric shock:

1. Stop using the product immediately.
2. Turn it off and unplug it only if it is safe to do so.
3. Do not reconnect, test, or continue using it.
4. Include the safety concern in your Service Request.

If there is an active fire or immediate danger, move away from the product and contact local emergency services.

CLICK HERE TO SUBMIT A SERVICE REQUEST