Help & Support

Overview

The page “Help & Support”

Heading “❓ Help & Support – Complete guide to using Linart IoT Hub - from A to Z”. On the left the navigation Contents, on the right the chosen section:

A section can be linked directly: /app/help#alerts opens “Alerts”. That is exactly what the 📖 Manual links on the pages do.

Below the navigation there is the card “📖 Manuals” (“Step-by-step guides with screenshots for every section of the app.”) with Open the manuals ↗ – it leads to the overview of these guides (/manuals/app/). In addition, every section heading carries the link 📖 Manual for this section on the right, which opens the matching page in a new tab (e.g. “Alerts” → alerts.html, “Sharing”, “Remote Gateway Access” and “Integrations” → Erweitert (DE), “Buildings & Floors” and “Floor Plan” → Räume (DE), “Troubleshooting” → this page). If the page exists in German only, the link is marked “DE”.

Step by step: sending the contact form

At the bottom of the help page you find “📞 Contact Support” with the form “Send us a message”.

1. Your Name – placeholder “John Smith” (required).
2. E-mail – placeholder “your@email.com” (required; this is where we reply).
3. Preferred contact method – 📧 Email (default), 📱 Phone, 💬 WhatsApp, ✈️ Telegram.
4. Message – “Describe your question or issue...” (required). What belongs in it: What belongs in a support request.
5. Send Message → “Sending...” → “✅ Message sent (ticket FB-123). We'll contact you soon.” The message arrives in support as ticket FB-… with your name, your e-mail, the preferred contact method and the page you were on (the same queue as the problem report of the iOS app). Quote the number when you follow up. After six seconds the form is free again.

Error messages below the form: “Please sign in to send a message, or write to support@linart.club.” (the form sends only when you are signed in), “Too many messages in the last hour. Please try again later.” (at most 10 per hour per account) and “The message could not be sent. Please try again or write to support@linart.club.”

AI consultant: the 💬 bubble

At the bottom right of the landing page and in the dashboard sits the chat bubble of the LinArt consultant (“LinArt Support AI”). It answers questions exclusively from the guides of this product – from exactly the pages under /manuals/ – and names the source for every answer with a link to the section, e.g. …/manuals/app/locks.html#code-nicht-angekommen. What is not in the guides it does not invent; then it says that it does not know.

1. Click the bubble, type the question in your own words (German, English or Russian – the guides are German, the search works across languages).
2. Read the answer; follow the source link if you want to see the steps in full.
3. If the consultant finds no answer, it offers Mit einem Menschen sprechen (talk to a human – hand-over to the support inbox) or Rückruf vereinbaren (arrange a call-back – phone number and preferred time).

The bubble appears only if the consultant is configured for this installation. The chat runs on the consultant service; do not enter passwords or codes there.

Device manuals

Everything about the hardware is kept separately from the dashboard guides under Руководства по устройствам и прошивкам (device and firmware manuals, currently in Russian):

• Console and commands – three ways to give commands (USB, dashboard, web), common commands
• Flashing from the browser – USB flashing via the page Firmware (Chrome/Edge)
• Onboarding and tokens – provisioning, binding a device to the account, recovering a token
• Firmwares: LoRa Gateway, SensorHub (CYD), Relay 4X, RelePro C6, Helios EG-1, LockHub

Legal pages

Impressum and Datenschutz are also linked in the footer of the landing page. Data export and account deletion are under Konto & Sicherheit (DE).

iOS app

LinArt is available as an app for iPhone and Apple Watch: LinArt for iPhone — download on the App Store. In the dashboard the link sits as iOS app at the bottom of the sidebar (only the Apple symbol when the bar is collapsed), on the landing page next to the main button. There is no Android app yet; on Android use the dashboard in the browser and add it to the home screen.

Features of the app that the web dashboard does not have: problem report with diagnostic data (below), push via Apple notifications without the browser detour, Apple Watch view (open the iPhone app first, it transfers the device list to the watch).

Push notifications: state of play

In the browser, push notifications are handled via the banner at the top of the page Alarme (DE):

• Banner “Enable push notifications to get instant alerts on your phone and desktop.” → Enable (“Enabling...”) → allow the browser prompt → “Push notifications active on this device.” With Test Push a test arrives (“Test sent to {count} devices!” or “Failed to send test.”).
• Blocked: “Push notifications are blocked. Enable them in your browser settings.” – the permission lives in the browser's site settings.
• iPhone/iPad: push exists only as a web app from iOS 16.4 in Safari. The banner shows “Enable Notifications on iPhone”: “Tap the Share button (box with arrow).” → “Select 'Add to Home Screen'.” → “Open the app from your home screen.” Only then Enable.
• If push is not set up on the server or not supported by the browser, the banner stays hidden.

The iOS app receives push directly through Apple; no set-up in the browser is needed there. Every alert rule picks its channel (browser push, Telegram, e-mail – e-mail is marked “coming soon” in the help); Telegram is set up under Erweitert › Integrationen (DE).

Step by step: reporting a problem from the app

The iOS app has a problem report that goes straight to support and creates a ticket automatically.

1. Choose a category: something is broken (broken), wrong data (wrong_data), slow (slow) or feature request (feature).
2. Write a description – at least 5, at most 5000 characters.
3. Send. The app attaches diagnostic data (app version, iOS version, device model). You receive a ticket number of the form FB-123 – quote it when you follow up.

Limits: at most 10 reports per hour per account, otherwise the server answers “tooManyReports”. Without internet the app falls back to an e-mail. In the web dashboard the contact form takes this role – it also creates a ticket FB-….

What belongs in a support request

• The e-mail address of your account (not the password) and, with several homes, which one you mean.
• The full device name from the sticker or the device card, e.g. LoRaGW_441BF67001D4 – not just the short code.
• What you did, what happened and what you expected, with the time (the server logs are sorted by time).
• The exact error text or a screenshot.
• Environment: browser or iOS app with version, operating system. The dashboard version is under Advanced → Developer → “Version” (from Family) or in the help footer of the app.
• If available, the ticket number FB-… from the app.
• Do not send: passwords, door codes, device tokens, invitation links.

What happens if …

… I get no answer to the contact form?

Write to support@linart.club with the details from Support request. Also check the spam folder of the address you entered in the form.

… the AI consultant answers “I don't know”?

Then the answer is not in the guides. Rephrase the question (use the name of the menu item) or choose Mit einem Menschen sprechen (talk to a human) or Rückruf vereinbaren (arrange a call-back). The consultant does not see your account – questions about invoices or a specific device belong to human support.

… the 💬 bubble does not appear?

The consultant is not enabled for this installation, or an ad blocker suppresses the script. The help in the menu and these pages work independently of it.

… push notifications do not arrive?

On Alerts check whether the banner says “… active on this device” and press Test Push. On the iPhone the dashboard must be opened from the home screen. Alerts are checked every 60 seconds; between two notifications of the same rule there is a pause of one hour. Details in Alarme (DE).

… the app rejects the problem report?

Either the category is missing or the description is shorter than 5 characters (“validation”), or you have already sent 10 reports in the last hour (“tooManyReports”). Wait or write an e-mail.

Who may do what (roles) · What is in the plan

Frequently asked questions

How do I reach support fastest?

By e-mail to support@linart.club with account address, device name and error text – or via the contact form on Help. From the iOS app via the problem report, which creates a ticket at once.

Is there phone or WhatsApp support?

In the form choose Phone, WhatsApp or Telegram as the preferred way back; we then get in touch that way. There is no hotline number in the dashboard.

Where does the AI consultant get its answers from?

Only from these guides and the device manuals. That is why it always quotes a source. It has no access to your account, your devices or invoices.

Where do I find the manual for my device?

Under Device manuals: one page per firmware (LoRa Gateway, SensorHub, Relay, RelePro, Helios, LockHub) plus console, flashing and tokens.

How do I cancel my subscription?

Via /kuendigen (“Verträge hier kündigen” – cancel contracts here) – possible without signing in – or under Tarif & Abrechnung (DE). The withdrawal instructions (Widerrufsbelehrung) are under /legal/withdrawal.

Where are the privacy policy and the Impressum?

/impressum with the section #datenschutz; for the iOS app /privacy.html; for members of a home /legal/members.

Which dashboard version am I using?

Advanced → Developer → tile “Version” (from Family). In smaller plans tell us the date and time of the problem instead.

Is there an Android app?

Not yet. The dashboard runs in the browser; for push on Android the permission in the browser is enough, a home-screen icon is optional.

My device does not connect – what do I check first?

The help page “Troubleshooting” lists: power (LED should be on), Wi-Fi must be 2.4 GHz, check the Wi-Fi password, restart the device and wait 2–3 minutes. If it stays offline: Geräte (DE), then support with the full device name.

Terms

Help page

The built-in short guide under Help (/app/help) with sections and the contact form.

Manual (📖)

Small corner link on a page that opens the matching help section.

AI consultant

Chat bubble that answers from the guides and links the source; can hand over to a human or take a call-back request.

Source

Link in the consultant's answer to the section of a guide, e.g. …/manuals/app/help.html#kontaktformular.

Ticket FB-…

Number of a problem report from the iOS app or of a message via the contact form of the help page.

Diagnostic data

App version, iOS version and device model that the app attaches to a problem report (at most 16 KB).

Web app (home screen)

The dashboard as an icon on the home screen; on the iPhone a prerequisite for push.

Cancellation button

Page /kuendigen under § 312k BGB, through which contracts can be cancelled without signing in.

See also

• Alarme (DE) – enabling push, alert rules, channels
• Erweitert (DE) – Developer (version), integrations (Telegram), remote access
• Tarif & Abrechnung (DE) – changing the plan, cancelling
• Konto & Sicherheit (DE) – data export, deleting the account, passkeys
• Geräte (DE) – adding a device, offline status
• Familie (DE) · For guests · Rentals for hosts
• Zuhause (DE) · Räume (DE) · Doors & codes · Automationen (DE) · Energie & Analyse (DE)
• Device manuals · Flashing from the browser