Support

Email Support@levity7.com.

Before you write

These answer most of what comes in, and all of them are quicker than waiting for a reply:

Setting up a tag — including the ordered checklist for a tag that will not appear on the mesh.
The user guide — rooms, the map, Group SOS, hands-free voice, and backups.
The FAQ — range, privacy, accounts, battery.
Hardware — where to buy a tag, and which frequency band to order.

What to include

The more of this that is in the first message, the fewer rounds it takes.

The code printed on the tag — R6…… on earlier tags, J6…… on newer ones. This is the identifier that survives; the node number changes whenever the tag’s keys do, so it is not much use for identifying a tag between messages. If the app shows R6 where your label says J6, send either — they are the same tag.
Phone and OS version, and whether you are connected over Bluetooth or USB.
What you saw, and what you expected instead. “The tag does not appear in Ben’s node list, but direct messages to it work” is a diagnosis on its own. “It does not work” is not.

Sending a diagnostic log

There are two different things here, and the useful one is a level deeper than people expect.

For most problems, open Support → Contact us → Email. That composes a message with your system details already filled in — app version, tag, firmware, transport — which is most of what a first reply would otherwise have to ask for.

For anything involving the spoken interface, open Support → Voice diagnostics → Open diagnostics. That screen shows what the speech engine is actually doing, and has a share button and a copy button for its log. It is a voice log specifically, not a general app log.

The voice log records text you dictated, so it may contain the contents of your own messages. It does not include messages you received.

Read it before you send it if that matters to you — it is plain text, and the diagnostics screen lets you copy it as well as share it.

Reporting something that looks like a bug

Worth saying up front if it applies: whether it happened once or every time, and whether both ends of the conversation were running the same app version. Two devices on different versions is a common and easily-missed explanation.

Your data

To see what a signed-in account stores, or to remove it, the app has a Delete my data screen under Settings → Danger Zone. It tells you what will go and what it costs before you confirm. The privacy page describes each store.