Purpose

This article explains what the "Waiting on Customer" status means, why your support request may be waiting for your response, and what you can do to help us resolve your issue as quickly as possible.

Overview

If your support request shows Waiting on Customer, it means SmartHomeConcierge.ai has temporarily paused work because additional information, confirmation, or action is needed from you before we can continue.

This is a normal part of the support process and does not mean your request has been forgotten or closed. As soon as we receive the requested information, your request will move back into active troubleshooting.

Why Is My Request Waiting?

There are several common reasons your request may be waiting on you.

Additional Information Is Needed

We may need more details to properly diagnose your issue.

Examples include:

• Manufacturer name
• Model number
• Device type
• Mobile app being used
• Property where the issue is occurring
• Internet provider
• Wi-Fi equipment

Without this information, troubleshooting may not be possible.

We Requested Photos or Screenshots

Many smart home issues can be identified much faster with visual information.

We may ask for:

• Error messages
• Mobile app screenshots
• Device status lights
• Equipment labels
• Model numbers
• Installation photos
• Wiring photos (when appropriate)

Photos often eliminate unnecessary troubleshooting steps.

Troubleshooting Steps Need to Be Completed

We may have asked you to perform simple troubleshooting before continuing.

Examples include:

• Restarting the device
• Restarting your router
• Checking batteries
• Updating firmware
• Testing another mobile device
• Reconnecting Wi-Fi
• Confirming automation settings

Please let us know the results—even if the steps did not resolve the issue.

We Need Confirmation

Sometimes we simply need confirmation before moving forward.

Examples include:

• Confirming the issue has been resolved
• Approving a recommended solution
• Authorizing vendor coordination
• Confirming a replacement device
• Scheduling an appointment

Missing Account Information

Your request may be waiting because we need to verify:

• Contact information
• Property information
• Authorized user information
• Membership status

This helps protect your account and ensures we are working with the correct customer.

Waiting for Appointment Availability

If we have offered appointment times, your request may remain in Waiting on Customer until you select a preferred date and time.

How to Respond

To move your request forward:

• Reply to the existing support request.
• Answer all requested questions.
• Attach any requested photos or screenshots.
• Complete any troubleshooting steps.
• Include any new information you have discovered.

Whenever possible, reply to the existing request instead of creating a new one.

What Happens After I Respond?

Once we receive your response:

1. Your information is reviewed.
2. Your request returns to active processing.
3. Troubleshooting continues.
4. Additional recommendations or next steps are provided.
5. Vendor coordination begins if necessary.
6. We continue working toward resolution.

Will My Request Be Closed?

Not immediately.

Requests typically remain open while we wait for your response. However, if we do not hear from you for an extended period, your request may eventually be closed.

If this happens, you can contact SmartHomeConcierge.ai to discuss reopening the request or creating a new one if additional assistance is needed.

How to Avoid Delays

You can help us resolve your request more quickly by:

• Responding as soon as possible.
• Providing complete answers.
• Including manufacturer and model information.
• Attaching photos and screenshots.
• Completing requested troubleshooting steps.
• Letting us know if the issue has changed or been resolved.

Frequently Asked Questions

Does "Waiting on Customer" mean no one is working on my request?

It means we've reached a point where we need additional information or action from you before we can continue. Once you respond, we'll resume working on your request.

What if I don't know the answer to one of the questions?

That's okay. Let us know what information you do have, and we'll help guide you through the remaining details.

Can I call instead of replying?

Yes. You may contact SmartHomeConcierge.ai by phone during business hours. However, photos, screenshots, and written responses are often still needed for technical issues.

I already sent the information. Why is the status still waiting?

There may be a brief delay while we review your response. Once reviewed, your request status will be updated and troubleshooting will continue.

What if my problem fixed itself?

Please let us know. We'll verify that no additional assistance is needed before completing your request.

Best Practices

• Reply using the same support request whenever possible.
• Include all requested information in one response.
• Attach clear photos and screenshots.
• Complete troubleshooting steps before replying.
• Notify us immediately if your issue changes or is resolved.

Related Articles

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