Whether you have a question about an order, something's not working right, or you've hit an actual bug, here's how to reach us and what to send so we can help you quickly.
Three ways to get help
Search this help center. A lot of common questions already have answers here. Worth a quick search before you write in, especially for setup, syncing, and feature questions.
Email support at [email protected]. Best for order questions, shipping, account issues, returns, and anything that isn't a software/firmware bug.
Submit a bug report from the Pebble mobile app. Best for software or watch/Index behavior issues, because the app automatically attaches the technical details we need.
If you're not sure which one to use, default to the bug report for things the watch/Index is doing wrong, and email for everything else.
Emailing support
Send anything to do with your account, your order, shipping, or general questions to [email protected].
Include (or use) the email address you placed your order with
This is the single most useful thing you can do to speed up an order-related ticket. Email us from the same address you used when you placed your order or at the very least include it in your email.
If you have to email from a different address (the original is gone, you forwarded the order to a work account, etc.), please put your order number in the email so we have something to search by.
What to include in an email
Your order number
Your full name + order email address (if you aren't emailing from the same email)
The product you're asking about
What you need help with.
Submitting a bug report from the app
For anything the watch or mobile app is doing wrong, an in-app bug report is the fastest path to a fix because the app sends us the technical context (recent crash logs, watch state, app version) automatically. We don't have to ask you for any of it.
Make sure the watch you're experiencing the issue with is connected. You can verify this by going to the Pebble app, then Devices. You should see 'Connected' below your watch.
In the Pebble app, go to Settings → Phone → Get Help → New Bug Report
Describe your issue. Here are some good points to cover so that we have as much information as possible:
What was the issue?
When exactly did the issue occur (e.g. 12:47:27)?
What were you doing when you experienced the issue?
If possible, can you attempt to reproduce the issue using the steps you described in part c?
Upload any pictures/recordings of the issue happening, if you're able to catch it
Tap "Send Report." Be sure to keep the Pebble app open so that any logs/attachments can upload successfully, you should receive a notification once it's completed.
Done! If we require any more information from you, we'll reach out.
Note: You must be signed into your Pebble account to submit a bug report.
You can check the status of past reports under Settings → Phone → Get Help → View My Bug Reports.
What to expect after you contact us
We read every report and email. Our goal to to reply to everyone within 24 hours during the week and by end of day Monday if you've contacted us over the weekend. Please don't message again if it hasn't been 24 hours as that will bump your ticket to be "newer" and may further delay our reply.