Support
Start here if something is wrong. Most of it has a faster route than emailing us, and the rest gets a person who knows the hardware.
Last reviewed 13 August 2026
Go straight to
- Where is my order - the tracking number is in your despatch email, and in your order history if you have an account. A number showing nothing yet has not failed; the carrier has not scanned it.
- It arrived damaged - keep the packaging, photograph it, and tell us within three business days. The shipping page has the detail.
- It is faulty - warranty, and ask for an advance replacement if a line is down.
- I want to send it back - returns. Get the RMA number first; nothing travels without one.
- I need to buy on a PO - payment terms.
Before you order
This is the support we are best at and the support nobody asks for. Ask whether a part suits the duty, whether two things will talk to each other, what the real difference is between two options that read almost identically on paper.
Tell us what the machine has to do rather than which part you think you need. There is often a better answer than the one being asked about, and we can only offer it if we know what the application is.
After you order
We will help you get it working. Wiring questions, configuration, addressing, why a device is not appearing on a network - ask, and you get somebody who has done it rather than somebody reading the same manual you have open.
Where the answer genuinely belongs to the manufacturer, we will say so and put you in touch rather than guessing. A confident wrong answer about somebody else's firmware costs you a day.
What we cannot do
We do not design your system, commission it, or take responsibility for whether a selection is correct for a duty we have not seen. That judgement sits with the engineer, and pretending otherwise would be doing you a disservice at exactly the moment it mattered.
We also cannot support hardware we did not sell. Not out of pettiness - we have no idea what firmware it is on, what it has been through, or whether it is genuine.
How to reach us
support@embernet.ai, 08:00 to 17:00 Eastern, Monday to Friday. Include the order number if there is one and the part number if there is not, and the first reply can be an answer instead of a question.
Everything else is on the contact page.