If your detector shows “Contact support” on the display, follow these steps.
✅ Try these steps first
Move the device to a dry location at room temperature. Leave it there for 24 hours. High humidity levels can cause the sensor to malfunction. If the message no longer appears on the display after 24 hours, you're good. If not, try step 2.
Remove the back cover of your device and press both the Bluetooth and Units buttons simultaneously for at least 5 seconds. This ends any previous measurement and starts a new one. However, if the message "Contact Support" still appears, try step 3.
Remove the batteries, wait 30 minutes, and reinsert them. If this doesn't resolve the issue, then unfortunately it's time to contact customer support. Read on...
✅Contact the support team
Help the Airthings Customer Support team resolve your case quickly by preparing the following:
📸 Photo of the front of the device (showing the error message)
📸 Photo of the inside back (showing the serial number)
🧾 Copy of your sales invoice (if available)
📲 App logs from the Airthings app (read on for instructions)
📲 Uploading your app log files
Log files are sent directly from the app to the customer support team.
Open the Airthings app. If you have been using your device without the app, you'll need to connect to do this.
Go to Settings.
Scroll to the bottom of the page, then tap the app version (below the Log out button) 3 times.
The Upload logs? popup appear. Tap Yes.
📩 Send details to customer support
Send an email to support@airthings.com explaining that you are having this error and have carried out the troubleshooting steps in this article. Attach the photos and purchase receipt to the email.