Support

We answer, fast and well.

The complete guide to solving a problem, reaching the right person, or understanding our commitments.

How to reach us

Email

smart-signage.app/contact

Reply within 24 business hours · 9am-6pm Mon-Fri

In-app chat

Icon at the bottom right of Smart-Signage

Reply within 1 hour during business hours

Service level agreements (SLA)

Maximum response times based on severity.

LevelDescriptionAcknowledgmentTarget resolution
P1 — CriticalPlatform unreachable, no screen is broadcasting< 30 min< 4h (Enterprise)
P2 — MajorKey feature unavailable (scheduling, upload, monitoring)< 2 business hours< 1 business day
P3 — MinorIsolated bug, workaround available< 4 business hours< 5 business days
P4 — RequestQuestion, configuration, feature request< 1 business dayPer backlog

* Contractual SLAs available on the Enterprise plan. On Free / Lite / Premium, timelines are a best-effort target.

Infrastructure

A continuously monitored platform.

Web application
API
Media CDN
Player heartbeat

Quick troubleshooting

The most common situations — 30-second diagnosis.

A screen has gone offline

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  1. Check the screen's network connection (cable / Wi-Fi).
  2. Reboot the screen (Android: long-press power button → Restart).
  3. If the pairing PIN reappears, re-pair from Smart-Signage.
  4. Check the screen's date / time are correct (TLS token).
  5. Still offline? Open a P2 ticket with the screen's ID.

The screen is asking to be paired again even though it was already paired

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  1. Very rare case (full factory reset): re-pair with a new code, the screen recovers its history.
  2. If the screen just restarted, wait 30 seconds — automatic reconnection handles it.

The schedule times are off

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  1. The screen's clock is automatically resynced with the server, even if NTP is blocked by the firewall.
  2. If the offset persists, check the Android system's time zone.

The screen is black

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  1. Screen powered off: schedule power-on on the screen itself (remote / power supply).
  2. App closed: restart the box (on Android, the app relaunches automatically on boot).
  3. No content scheduled at this time: the screen then shows the holding background, this is normal.

The wrong content is showing

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  1. Check the active playlist (Smart-Signage → Screens → "Now playing" tab).
  2. Force a refresh (Reload screen button or F5 on Web).
  3. Check schedules: a higher-priority schedule may be overriding the expected content.
  4. Clear the cache if you just replaced a media file: Screens → Clear cache.

My media won't upload

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  1. Check the file size (max 20 MB image, 500 MB video).
  2. Check the format (JPG/PNG/WEBP/SVG/MP4/WEBM/PDF).
  3. Stable connection? Retry from a wired connection.
  4. Tenant quota? See Smart-Signage → Billing → Storage used.

A video stutters on screen

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  1. Encode in H.264 baseline / main, bitrate < 8 Mbps for Full HD.
  2. Avoid H.265 on low-end players.
  3. On Android, disable other apps running in the background.
  4. Test over a wired connection to rule out insufficient Wi-Fi bandwidth.

I can't log in

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  1. Use "Forgot password" on the login page.
  2. Double-check the exact email (common typo on the domain).
  3. Ask your Owner / Admin to confirm your account is active.
  4. SSO: if you're on Azure AD / Google Workspace, check the app assignment with IT.

Billing question

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  1. See Smart-Signage → Billing: invoices, active billed screens, next charge.
  2. Update bank details or card: Billing → Payment method.
  3. Dispute on an invoice: contact us by email (button below), reply within 1 business day.

My broadcast statistics seem wrong

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  1. Stats update every 15 minutes, normal latency.
  2. Check that the screen was online during the analyzed period (otherwise zero plays are counted).
  3. Local time: stats are shown in the tenant's time zone (configurable).

Updating the player

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  1. Web: reload the tab (F5). The latest version is served automatically.
  2. Android: the update is automatic. To force it: Screens → Actions → Update player.
  3. On failure: uninstall / reinstall the APK from the Download button.

Closing my account or exercising my GDPR rights

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  1. Account closure is requested through the support contact form — it is not automatic from the platform.
  2. Any GDPR request (access, rectification, erasure, portability, objection) goes through that same contact form.
  3. Specify the tenant name and the email address of the account concerned; proof of identity may be requested.
  4. Export your media and playlists before closing: content remains exportable until the account is effectively closed.

Open a good support ticket

The more info you provide upfront, the faster we solve it. Here's what we'd love to see in your email.

  1. 1Tenant name (Maison Dupont, Brasserie X…).
  2. 2Name or ID of the screen involved (visible in Smart-Signage → Screens).
  3. 3Description of the problem in 2-3 sentences: what's happening vs. what should happen.
  4. 4Exact time (with time zone if possible) of the last incident.
  5. 5Screenshot or photo (extremely valuable for visual issues).
  6. 6Steps already tried (reboot, re-pairing…).
  7. 7Perceived severity: one screen out of 30, or the whole network?
  8. 8Contact details for someone reachable quickly.

Still stuck?

Our support team is based in Lyon. No bot, no offshore tier 1: a real person, a real diagnosis.

Write to supportSee the FAQ Documentation