I sent a message to @bobbyD and the @support_team - no response. I don't see a number to call or any other support avenues. How does someone get support from Hubitat? I know the community provides support, but I'm looking for support directly from Hubitat.
Just be patient, I expect they won't be far away... As always happy to help where we can....
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@Ross Post a message and tag @support_team is the best way. What is the issue?
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As you may imagine we receive tons of messages in the community. While we respond to most, depending on the type of request, it may be better to post the question publicly so that other active members can chime in. If the issue is urgent and related to the overall functionality of your hub, you can always file a warranty claim by visiting the following page. Private messages in the community may be missed, but a warranty claim will never fall through the cracks: Warranty – Hubitat Support
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FWIW, you folks need a better system. I'm a big fan of Hubitat (Have four C7s) and contribute to the community here on the forum as best I can. But relying almost solely on the forum community to provide support, and saying, to paraphrase, "sometimes we just miss stuff here" seems to indicate a need for a better system. Even a link on the website that posted a message in the forum, that staff would never miss, seems like it would be an improvement. It's the Achilles heel of this otherwise excellent product.
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Please remember that Hubitat functions with a limited staff. The only source of revenue is the sale of new hardware. In order to add additional support staff, Hubitat would likely need to go to a paid subscription model.
The transition to the C8 hub has introduced some significant support challenges. While there was extensive beta testing before general release, there can never be enough beta testers to identify all potential problems considering the wide range of devices and setups in use. The community has been quite helpful in resolving the few issues I encountered.
As Rick @rlithgow1 indicated, sensing a private message to @support_team is the best way to reach the staff. You might not hear back immediately, but you will hear back in a day or two. Open questions to the community will usually elicit a response within a couple of hours.
Hubitat has been issuing firmware updates every few days. These updates address many of the issues that people have reported to the support team. Over time, nearly all will get resolved.
Sometimes, the easiest resolution is to replace devices with compatible ones. I had a couple of Aqara devices working on my C7 hub, but they were not well behaved on the C8. I removed them from the mesh and replaced them with Zigbee 3.0 standard devices.
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I could never get the damned things to behave... Switched to Moes and have been happy ever since on both the c7 and c8...
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