Legal — 04
Support
This is the official support page for Connect, Intel and Social. Support is provided by SAMMES AS directly, not by Apple. Below you will find our contact channels, the response times you can expect, and answers to common questions.
1. Contact channels
All support for Connect, Intel and Social is provided by SAMMES AS. Apple does not provide maintenance or support for the Apps, and support requests should not be sent to Apple. To reach the right team quickly, please use the channel that matches your enquiry.
| Channel | Use for | Target first response |
|---|---|---|
| [email protected] | Product help, bugs, account access, device pairing and billing questions | Within two business days |
| [email protected] | Reporting a vulnerability or a suspected security incident | Within one business day |
| [email protected] | Data protection requests and questions about your personal data | Within five business days, and a full reply within the period required by law |
| [email protected] | General, press and legal enquiries | Within five business days |
Support is handled on Norwegian business days, Monday to Friday, 08:00 to 16:00 Central European Time, excluding Norwegian public holidays. Messages received outside these hours are queued and answered in order. During a product launch or a major incident, response times may be longer than the targets above; we will post updates where we can.
When you contact us, please include the App you are using, your account email address, your device model and operating-system version, and a clear description of the issue. For device problems, include the device make and model. This helps us resolve your request faster.
2. Response targets
Our targets describe the time to a first human response, not the time to a full resolution. Complex issues, such as device-integration faults or recovery of an account, may take longer. We will tell you if we expect a delay.
- Product and account issues: first response within two business days.
- Security reports: acknowledgement within one business day.
- Privacy requests: acknowledgement within five business days, with completion within the statutory deadline, which is normally one month under the General Data Protection Regulation.
- Urgent safety or security concerns: prioritised, with an acknowledgement as soon as possible.
3. Frequently asked questions
How do I reset my password?
On the sign-in screen, select "Forgot password" and enter the email address associated with your account. We will send a reset link that is valid for 60 minutes. If the email does not arrive, check your spam folder and confirm you entered the correct address. If you still cannot sign in, contact [email protected] from the email address on the account, and do not create a second account.
How do I pair a device with Connect?
Open Connect and choose "Add device". Make sure the device is powered on and in pairing mode, and that your phone has Bluetooth and a working network connection. Keep the device within a few metres of your phone during pairing. If pairing fails, remove the device from your phone's Bluetooth settings, restart both the device and the App, and try again. If the device uses a hub or a gateway, confirm that the hub is online first. If it still fails, send us the device make and model and any error message you see.
Why are my Intel insights delayed or missing?
Intel produces insights from data that arrives from your connected devices and from the platform. Insights can be delayed when a device has been offline, when there is a gap in incoming data, or when a data source is still syncing. Most insights appear within a few minutes of the underlying data arriving. An insight that requires a longer observation window, such as a trend or a forecast, may take hours or days to become meaningful. If a device has been offline for a long time, the related insights will resume once the device reconnects and the backlog has been processed.
How do I report a post or a user on Social?
Open the post or the profile, select the menu, and choose "Report". Choose the reason that best fits and add any detail you consider relevant. You can also block or mute the account from the same menu. Reports are reviewed by our moderation team. If a report concerns an immediate risk to someone's safety, contact [email protected] as well. For more detail, see our Community and UGC Policy.
How do I cancel a subscription?
Subscriptions purchased through the App Store are managed by Apple. On your iPhone or iPad, open Settings, tap your name, then Subscriptions, select the Sammes subscription and choose "Cancel subscription". Cancellation takes effect at the end of the current billing period, and you keep access until then. Deleting the App does not cancel a subscription. Refunds are handled by Apple, and Sammes cannot issue refunds for App Store purchases. If you purchased through another store, manage the subscription in that store's account settings.
How do I delete my account?
You can request deletion from within the App, under Settings and Account, or by following the steps on our account deletion page. We will confirm the request and delete or anonymise your personal data in line with our privacy policy and applicable law. Some data may be retained for a limited period where we are required to keep it, for example for accounting, fraud prevention or the establishment of legal claims.
What should I do if the data in the App looks wrong?
First, check the source. For Connect, confirm the device is online and reporting normally. For Intel, check whether the underlying device data has gaps or has been delayed. You can usually refresh by pulling down on the relevant screen. If a value still looks wrong, send us the App, the screen, the time and date you observed the issue, and a screenshot if possible. Do not rely on an incorrect value for a safety-critical decision; treat the physical device or its own control system as authoritative.
How do I request an accessibility adjustment?
We want the Apps to be usable by as many people as possible. If you need an accessibility adjustment, or you have encountered a barrier such as a contrast, text-size, screen-reader or motor-access issue, email [email protected] with the subject "Accessibility" and describe your device, your assistive technology and the task you were trying to complete. We will acknowledge your request and tell you what we can do, including any workaround in the meantime.
I found a bug, or the App will not start. What should I do?
First, confirm you are running the latest version of the App and of your operating system, then force-quit the App and reopen it, and if necessary restart your phone. If the problem continues, email [email protected] with your device model, operating-system version, App version, and the steps that reproduce the problem. A screen recording or screenshot is very helpful. If the App crashes, please tell us what you were doing immediately before the crash.
How do I move my data to a new phone?
Your account and its data are stored on the Sammes platform, so you can sign in on a new device with the same credentials. After signing in, re-pair any Connect devices that are bound to the old phone. If you use two-factor authentication, make sure you can still access your second factor before you erase the old device. If you are transferring an account to someone else, that is not permitted under our Terms of Service; instead, delete the account and let the other person create their own.
4. Report a security issue
If you believe you have found a vulnerability in an App or in the Sammes platform, or you suspect a security incident involving your account or a connected device, contact [email protected]. Please include enough detail for us to reproduce the issue, and give us a reasonable opportunity to investigate and fix it before any public disclosure. Our full coordinated-disclosure process and scope are set out on our security page.
If your account may have been compromised, change your password immediately and contact support so that we can review account activity.
5. Privacy and data requests
To exercise your rights as a data subject, such as access, correction, deletion, restriction, portability or objection, contact [email protected]. We will verify your identity before acting on a request. How we handle personal data, how long we keep it, and who we share it with, are described in our privacy policy. Information about the service providers and processors we use is on our sub-processors page.
6. Company and postal address
Support is provided by SAMMES AS, a Norwegian software company (NACE 62.100) registered with the Norwegian Register of Business Enterprises under organisation number 938 141 657, with its registered address at:
SAMMES AS
Øvrehusvegen 37E
4054 Tjelta
Norway
You can also write to us at [email protected] for general matters. We aim to make support clear, fair and quick, and we welcome feedback on how we can improve it.