App Support
Need help with setup, pairing, connectivity, or sensor readings? We’re here to assist.
Contact Support
Support Email: neosupport@yourdomain.com
Support Hours: Mon–Fri, 08:00–17:00 (SAST / CET)
Typical Response Time: 1–2 business days
Frequently Asked Questions
1) How do I connect my analyzer to the App?
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Power on the analyzer
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Open the App → Tap Add Device
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Follow the pairing steps (Bluetooth/WiFi)
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Confirm your network and finish setup
2) My device won’t connect to WiFi
Common causes:
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5GHz WiFi networks (the device only works on 2.4GHz networks)
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Weak signal near the pool/spa equipment area
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Router security settings (WPA2 recommended)
3) My readings look incorrect
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Allow 5–10 minutes after startup for stabilisation
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Ensure probes are clean and correctly installed
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If applicable, calibrate or contact support for guidance
4) I’m not receiving notifications
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Check notification settings in the App
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Allow notifications in your phone settings
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Ensure background activity isn’t restricted
Troubleshooting Checklist (Quick)
Before contacting support, please provide:
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App name + version
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Phone model + OS version
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Analyzer serial number (if available)
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Screenshots or error message
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A short description of what you were doing
Warranty & Returns (Optional)
If your device was purchased through an authorised reseller, warranty claims may require proof of purchase.
For warranty assistance, email neosupport@yourdomain.com with the subject: “Warranty Support – [Device ID]”.