Monday–Saturday · 08:30–17:00 GMT. Support is handled by email.
Remote assistance.
If a Bearbox team member asks you to, download and run our remote support application. It works on Windows, macOS and Linux. When you’re done, end the session and close the application.
Include your site and company names, the affected equipment or unit, and roughly when the issue happened. Add any message shown on screen.
What happened?
Tell us what you were trying to do and what happened instead. For access problems, mention whether the customer used their phone, a keypad or a QR reader.
Where and when?
Name the affected access point or unit as it appears in Bearbox, if you know it. Include the approximate time and date, and whether you noticed the issue once or on several occasions.
Show us what you see
Send a screenshot of an unexpected message or status, or a photo showing the affected equipment. Cover passwords, access codes and unrelated customer details.
Describe equipment from the outside
A screen message, indicator light or door position can help us understand the issue. Leave equipment closed and wiring untouched while we work out the next step.
Keep the conversation together
Email helps us keep your installation details and the investigation together. Reply in the same conversation with updates or screenshots. If the issue changes, tell us what changed and when.
Questions about support?
Do I need technical knowledge to ask for help?
Describe the issue in your own words. Include your site and company names, the affected door, gate, unit or device, and what you expected to happen. You can send a screenshot of a message without diagnosing its cause.
What should I include in a screenshot?
Show the relevant message or status and enough of the screen to identify where it appears. Cover passwords, access codes and unrelated customer information. Add a short explanation of what you were doing when the issue appeared.
Should I download remote support before contacting you?
Wait until a Bearbox team member asks you to download and run the remote support application. They can then help with your system through TeamViewer. When you’re done, end the session and close the application.
