How to Get Help from Shipshape Support
Overview
Whether you have a question about your account, need help troubleshooting a sensor, or want guidance on a feature, the Shipshape team is here to help. There are several ways to reach us, and this guide will help you choose the fastest path to getting the help you need.
Ways to Get Help
SAM Chatbot (Instant)
The fastest way to get answers to common questions is through SAM, Shipshape's AI home assistant. SAM is available 24/7 directly in your app.
SAM can help with:
- Questions about your equipment and its condition
- Understanding an alert you received
- General home maintenance advice
- Navigating features in the Shipshape app
- Explaining your Home Health Score
- Troubleshooting common sensor issues
How to access SAM:
- Open the Shipshape Home app
- Tap the SAM icon (usually in the bottom right corner)
- Type or speak your question
- SAM responds instantly with personalized answers based on your home's data
SAM is a great first stop for most questions. If SAM cannot resolve your issue, it will guide you to the right support channel.
Phone Support
For issues that need a human touch, call the Shipshape support team directly.
Phone: (512) 221-2584
Hours: Monday through Friday, 8:00 AM to 6:00 PM Central Time
Phone support is best for:
- Urgent issues like active leaks or safety alerts
- Complex troubleshooting that requires back-and-forth conversation
- Account or billing questions that need immediate resolution
- Situations where you need step-by-step guidance in real time
Email Support
For non-urgent questions or issues that benefit from written documentation, email is a reliable option.
Email: support@shipshape.ai
Response time: Within 24 hours on business days
Email support is ideal for:
- Detailed questions that require a thorough written response
- Sending screenshots or photos of an issue
- Requests that are not time-sensitive
- Following up on a previous support interaction
When emailing, include your account email address and a description of the issue. Attaching screenshots of any error messages or unusual behavior helps the team diagnose problems faster.
In-App Support
You can also reach support without leaving the Shipshape app.
How to access in-app support:
- Open the Shipshape Home app
- Tap Menu
- Go to Help
- Tap Contact Support
From here, you can send a message directly to the support team. Your account information is automatically included, so the team has context about your home and subscription before they even read your message.
When to Call Your Service Professional
Your service professional is a valuable resource for certain types of questions, especially those related to the physical hardware in your home.
Contact your service professional for:
- Questions about sensor placement or installation
- Hardware that appears damaged or is not working correctly
- Scheduling a service visit for an issue SAM detected
- Advice on equipment repair or replacement
- Billing questions if your subscription is managed through their business
If you are not sure whether to contact Shipshape support or your service professional, start with SAM. It can point you in the right direction based on the nature of your question.
For Urgent Issues
If you are experiencing an active emergency related to a Shipshape alert, here is the fastest path:
- Check the alert in your app. SAM provides specific guidance for the situation.
- Take immediate safety precautions if needed (shut off water main for leaks, leave the home for gas-related concerns, call 911 for emergencies).
- Call Shipshape support at (512) 221-2584 for the fastest human response.
- Contact your service professional to schedule an urgent visit.
Important: Shipshape is a monitoring and alerting platform. For life-threatening emergencies, always call 911 first.
What to Have Ready When You Contact Support
To help us resolve your issue as quickly as possible, have the following information available:
- Your account email address
- Your home address (especially important if you manage multiple properties)
- A description of the issue including when it started and what you have already tried
- Screenshots or photos of any error messages, unusual sensor readings, or hardware issues
- Your device type (iPhone, iPad) and app version if relevant
The more context you provide upfront, the faster the team can help.
Response Times at a Glance
| Channel | Availability | Typical Response | |---------|-------------|-----------------| | SAM chatbot | 24/7 | Instant | | Phone | Mon-Fri, 8am-6pm CT | Immediate (during hours) | | Email | Anytime | Within 24 business hours | | In-app support | Anytime | Within 24 business hours |
Billing-Specific Questions
If your subscription is managed through your service professional (common when they enrolled you in Shipshape), direct your billing questions to them. They handle the financial side of your plan.
If you have a direct subscription with Shipshape, billing questions can be handled through any of the support channels listed above. Check your subscription status anytime at Menu → Settings → Subscription.
Frequently Asked Questions
Is support included with my subscription? Yes. All Shipshape customers, including those on the free tier, have access to SAM and the support channels listed above. Monitored tier customers receive priority support with faster response times.
Can I schedule a callback? If you reach voicemail during business hours, leave a message and the team will call you back, typically within a few hours.
What if I need help outside of business hours? SAM is available 24/7 for immediate help. For non-urgent issues, send an email or submit an in-app request, and the team will respond the next business day. For true emergencies, call 911.
Is there a support portal or knowledge base? Yes. The help articles available in your app (including this one) cover a wide range of topics. SAM can also point you to the right article based on your question.