Support Ticket
The fastest way to resolve an issue if you have one. Open a ticket in our Support system.
724Knowledge base articlesManuals, installation guides and troubleshooting, kept up to date.
342Supported devicesEvery Shelly in the range, each with its own guides and manuals.
Get help
Three ways to an answer
A ticket for something broken, the knowledge base for how something works, the community for how other people did it.
Knowledge Base
Learn everything: Shelly Devices, Installation guides, Application Guide, Web interface guides and more.
Community
Join Shelly’s strong community where users share ideas, projects, ask questions and support each other!
Tools
For setting up and building on
Shelly Cloud application
Each Shelly can be integrated and works with all other Shelly devices in the Shelly Smart Control application.
Open the app pageShelly Device Finder
A simple tool to find shelly devices in the local network.
Download for WindowsDevelopers API
Here you can find guidance, information and frequently asked questions when having issues with devices or need to install new updates.
Read the API docsWarranty and service
If a device needs replacing
Extended Service Program
Extended Replacement program for Gen1 Devices
Before you write in
- 1The device model and how it is wired in
- 2Its firmware version, and the version of the app
- 3What you expected against what happened
- 4A photo, for anything sitting behind a switch
Common questions
Asked most often
My device will not connect to Wi-Fi.
Most of the time the network is 5 GHz only, or the password contains a character the device cannot type. The knowledge base has a checklist that works through both in a couple of minutes.
How do I update the firmware?
The app offers updates as they arrive and installs them one device at a time. A device left on an older firmware can also be updated from its own web interface.
Can I use Shelly without the cloud?
Yes. Every device runs its schedules and scenes on its own, over your local network, and keeps working with the internet unplugged.
What should I send with a support ticket?
The device model, the firmware version, the app version, and a short description of what you expected against what happened.
How long until someone replies?
Tickets are answered in the order they arrive, on working days. The community forum is usually quicker for questions that are not faults.
Is my device still under warranty?
Warranty runs from the date of purchase, and the terms sit on the delivery and returns page. Gen1 devices may also fall under the extended service programme.
Still stuck?
Open a ticket and a support engineer picks it up. Include the model and the firmware and it is usually one reply, not five.