Purpose

This article explains how members can check the status of an existing support request, what each support status means, and what actions may be required to keep the request moving toward resolution.

Overview

Every support request submitted to SmartHomeConcierge.ai is tracked from the moment it is received until it is completed. Throughout the process, your request moves through different stages that reflect its current status.

You can contact SmartHomeConcierge.ai at any time to request an update on an open support request. Having your support request number or account information available will help us locate your request more quickly.

How to Check Your Status

Members can check the status of a support request by contacting SmartHomeConcierge.ai through an approved support channel, including:

• Member Support Portal (if available)
• SmartHomeConcierge.ai website
• Ask Your Concierge AI
• Customer support phone line
• SMS (text message)
• Email (when applicable)

When requesting an update, please provide:

• Full name
• Email address
• Phone number
• Property address (if applicable)
• Support request number (if available)

Understanding Request Statuses

New

Meaning

Your support request has been successfully received and entered into our support system.

What's Happening

• Your request is waiting for initial review.
• No action is required from you unless we contact you for additional information.

Reviewing

Meaning

A team member is reviewing the information you submitted.

What's Happening

• We are evaluating your issue.
• We may review manufacturer documentation.
• We determine the best troubleshooting approach.
• Additional information may be requested if needed.

In Progress

Meaning

Your request is actively being worked on.

What's Happening

• Troubleshooting is underway.
• Device compatibility may be evaluated.
• Automation settings may be reviewed.
• Vendor coordination may begin if necessary.
• Solutions are being developed.

Waiting on Customer

Meaning

We need additional information before we can continue.

Common Reasons

• We requested photos or screenshots.
• Device information is incomplete.
• Model numbers are missing.
• We need clarification about the issue.
• We are waiting for you to complete troubleshooting steps.

What You Should Do

Respond as soon as possible with the requested information to prevent delays.

Waiting on Vendor

Meaning

Your request requires assistance from a third party.

Examples include:

• Device manufacturer
• Internet provider
• Professional installer
• Warranty department
• Other authorized service providers

What You Should Do

No action is usually required unless we contact you for additional information.

Scheduled

Meaning

A future action has been arranged.

Examples include:

• Installer appointment
• Vendor visit
• Follow-up session
• Planned troubleshooting appointment

You will be contacted if additional information is needed before the scheduled event.

Completed

Meaning

Your issue has been resolved, and all requested work has been completed.

If you experience additional problems with the same issue, please contact SmartHomeConcierge.ai for further assistance.

Closed

Meaning

Your support request has been finalized and archived.

Closed requests remain part of your service history for future reference.

Why Hasn't My Status Changed?

There are several reasons why your request status may remain the same for a period of time.

Examples include:

• Waiting for additional customer information
• Waiting for manufacturer research
• Waiting for vendor availability
• Replacement equipment has been ordered
• Additional testing is required
• Complex troubleshooting is still in progress

A status that hasn't changed does not necessarily mean work has stopped.

How You Can Help

You can help move your request forward by:

• Responding promptly to requests for information.
• Providing clear photos and screenshots.
• Including manufacturer and model information.
• Updating us if the problem changes.
• Avoiding duplicate support requests.
• Letting us know if the issue has already been resolved.

Frequently Asked Questions

How often should I check my status?

You are welcome to request an update whenever you have questions. If additional information is needed, we will also contact you.

What if my request says "Waiting on Customer"?

This means we cannot continue until we receive additional information or a response from you. Replying promptly will help keep your request moving.

What does "Waiting on Vendor" mean?

It means we are waiting for information, action, or assistance from a manufacturer, installer, internet provider, or another third-party service provider involved in resolving your issue.

Can I reopen a completed request?

If the same issue returns or was not fully resolved, please contact SmartHomeConcierge.ai. We will determine whether the existing request should be reopened or if a new support request is appropriate.

Will I receive updates automatically?

Yes. We will provide updates whenever additional information is required or there is significant progress on your support request.

Best Practices

• Keep your contact information current.
• Respond quickly to requests for additional information.
• Save your support request number for future reference.
• Use the same support request for updates related to the same issue.
• Notify us immediately if the issue changes or has already been resolved.

Related Articles

• How do I submit a support request?
• What information should I provide when opening a support request?
• How long does support usually take?
• Why is my request waiting on me?
• Why is my request waiting on a vendor?
• How do I reopen a closed support request?