Getting support
We want ChillSense to be straightforward to use, and we are here to help when something is not working.
Before you contact us
A few quick checks will usually help us resolve your issue faster.
Note the asset
Affected site, asset, sensor name, or hub label.
Scope the impact
Is it one sensor, one asset, or the whole site?
Try the basics
Work through the relevant steps in Troubleshooting. A recent screenshot or photo of the problem helps a lot.
How to contact us
Reach the ChillSense team using the contact details in your welcome email or on our website.
When contacting support, please include:
- Your business name and the affected site.
- A clear description of the issue.
- When the issue started.
- Any steps you have already tried.
- Whether the problem is ongoing or intermittent.
The more context you provide, the faster we can help.
Urgent issues
If you have an urgent food safety concern — for example, a high-risk fridge has clearly failed — take action on the asset first:
- Move stock to a working asset where possible.
- Record what was affected and what you did about it.
- Contact support so we can investigate the underlying cause.
Feedback and feature requests
If you have ideas to improve ChillSense, we would like to hear them. Send your feedback through the same support channel and tell us:
- The problem you are trying to solve.
- How you would expect ChillSense to help.
- Whether this is a daily, weekly, or occasional issue for you.
We use customer feedback to prioritise improvements — many of the features in ChillSense today started as a customer note like this one.
We’re here when you need us.
Australian-based team, real humans, no scripted call trees.
Contact us Back to Help Centre