On this page
1. Contact Support
Our support team is available to assist you with any questions, technical issues, or concerns. Choose the contact method that works best for you.
📧 Email Support
Email: info@remotkey.com
Response Time: Within 24-48 hours during business days
Best For: Non-urgent inquiries, detailed questions, account issues, feature requests
Tips for Faster Response:
- Include a clear subject line describing your issue
- Provide your account email or phone number
- Describe the issue in detail
- Include screenshots if applicable
- Mention your device type (iOS/Android) and app version
📞 Phone Support
Phone: 970-445-2015
Hours: Monday - Friday, 9:00 AM - 5:00 PM (Mountain Time)
Best For: Urgent issues, immediate assistance, complex problems
Note: Please have your account information ready when calling.
📍 Mailing Address
Address: 3971 Big Horn Rd 7CC Vail, CO 81657
Best For: Formal correspondence, legal matters, written requests
2. Support Hours
| Day | Hours | Available Services |
|---|---|---|
| Monday - Friday | 9:00 AM - 5:00 PM MT | Email, Phone, Live Chat |
| Saturday | 10:00 AM - 2:00 PM MT | Email Only |
| Sunday | Closed | Email (Response within 48 hours) |
| Holidays | Closed | Email (Response within 48 hours) |
Note: For urgent issues outside business hours, please send an email and we will respond as soon as possible. Critical system issues are monitored 24/7.
3. Common Support Topics
Before contacting support, you may find answers to common questions in our resources:
🔐 Account & Login Issues
- Forgot password or login issues
- Account verification problems
- Two-factor authentication setup
- Account recovery
Quick Links: FAQ | Account Deletion Policy
💳 Payment & Billing
- Payment processing issues
- Stripe account setup
- Payment history and receipts
- Payout questions
- Refund requests
Quick Links: FAQ
📱 App Technical Issues
- App crashes or freezing
- Installation problems
- Sync issues
- Notification problems
- Location/GPS issues
Quick Links: FAQ
📍 Location & Geofencing
- Location permission issues
- Geofencing not working
- Location accuracy problems
- Time tracking issues
Quick Links: FAQ
✅ Tasks & Assignments
- Task assignment questions
- Task completion issues
- Task status problems
- Essential tasks questions
Quick Links: FAQ
🔔 Notifications
- Not receiving push notifications
- Notification settings
- Email notification issues
- Managing notification preferences
Quick Links: FAQ
👥 Referral Program
- Referral code questions
- Referral earnings
- Referral tracking
- Referral program terms
Quick Links: FAQ
🔒 Privacy & Security
- Privacy concerns
- Data protection questions
- Account security
- Data deletion requests
Quick Links: Privacy Policy | Cookie Policy
4. Response Times
We strive to respond to all support requests as quickly as possible. Here are our typical response times:
| Issue Type | Priority | Response Time |
|---|---|---|
| Critical System Issues | Urgent | Within 2 hours |
| Payment/Billing Issues | High | Within 24 hours |
| Account Access Issues | High | Within 24 hours |
| Technical Support | Medium | Within 24-48 hours |
| General Inquiries | Normal | Within 48 hours |
| Feature Requests | Low | Within 5-7 business days |
Note: Response times are measured during business hours. Requests received outside business hours will be processed on the next business day.
5. Before Contacting Support
To help us assist you more quickly, please try these steps first:
- Check the FAQ: Many common questions are answered in our Frequently Asked Questions page
- Restart the App: Close and reopen the app to resolve many temporary issues
- Update the App: Make sure you're using the latest version from the App Store or Play Store
- Check Your Internet Connection: Ensure you have a stable internet connection
- Clear App Cache: Try clearing the app cache (iOS: Delete and reinstall, Android: Settings → Apps → Clear Cache)
- Check Device Settings: Verify location permissions, notification permissions, and other relevant settings
- Review Documentation: Check our policy pages for information about features and services
6. What to Include in Your Support Request
When contacting support, please include the following information to help us assist you faster:
- Your Account Information: Email address or phone number associated with your account
- Device Information: Device type (iPhone, Android), model, and operating system version
- App Version: The version of the Remotkey app you're using
- Description of Issue: A clear, detailed description of the problem or question
- Steps to Reproduce: If it's a bug, describe the steps that led to the issue
- Screenshots: If applicable, include screenshots or screen recordings
- Error Messages: Copy any error messages you received
- When It Started: When did you first notice the issue?
- What You've Tried: List any troubleshooting steps you've already attempted
7. Self-Service Resources
Explore these resources to find answers without contacting support:
📚 Documentation & Policies
- Frequently Asked Questions (FAQ) - Common questions and answers
- Privacy Policy - How we handle your data
- Terms and Conditions - Terms of service
- Cookie Policy - Cookie and tracking information
- Account Deletion Policy - How to delete your account
🔧 Troubleshooting Guides
- App installation and setup
- Account creation and verification
- Payment setup and Stripe integration
- Location and geofencing setup
- Notification configuration
Detailed guides available in our FAQ section.
8. Escalation Process
If you're not satisfied with the initial response or need to escalate an issue:
- Request Escalation: Reply to the support email requesting escalation to a supervisor
- Provide Details: Explain why you need escalation and include your ticket number
- Response Time: Escalated issues are typically reviewed within 48 hours
- Alternative Contact: For urgent escalations, call our support line during business hours
9. Feedback & Feature Requests
We value your feedback and suggestions! Here's how you can share them:
- Email: Send feature requests or feedback to info@remotkey.com with "Feature Request" or "Feedback" in the subject line
- App Store Reviews: Leave a review on the App Store or Play Store
- In-App Feedback: Use the feedback option in the app settings (if available)
Thank you! Your feedback helps us improve Remotkey for everyone. We review all suggestions and consider them for future updates.
10. Report a Bug
Found a bug? Help us fix it by reporting it with the following information:
- Detailed description of the bug
- Steps to reproduce the issue
- Expected behavior vs. actual behavior
- Screenshots or screen recordings
- Device and app version information
- When the bug first occurred
Send bug reports to info@remotkey.com with "Bug Report" in the subject line.
11. Security Issues
⚠️ Security Vulnerability Reporting: If you discover a security vulnerability, please report it immediately to info@remotkey.com with "Security Issue" in the subject line. Do not publicly disclose the vulnerability until we have addressed it.
For security-related concerns:
- Report suspected security breaches immediately
- Include as much detail as possible
- Do not share sensitive information in public forums
- We will respond to security reports within 24 hours
12. Contact Information Summary
Address: 3971 Big Horn Rd 7CC Vail, CO 81657
Best For: Formal correspondence and written requests
Need Immediate Help? For urgent issues during business hours, call us at 970-445-2015. For non-urgent matters, email us at info@remotkey.com and we'll get back to you as soon as possible.
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