What type of issues can LifeX help with?
We will make sure to assist if something is broken or missing in the apartment, e.g. broken microwave, heating not working, missing or broken plates/glasses etc.
Please note, we will not be able to come to fix your personal items (e.g. your own coffee machine)
Some issues are taken care of by the landlord administration, which can delay the issue resolution. You can read more here.
What is the process to report an issue?
Report it via the chat in the app in the "Support" tab (see screenshots below).
Make sure the issue hasn't been reported already ("Current issues" under the "Support" tab).
Provide as many details as possible and always include pictures or/and videos showing the issue. That is mandatory for us to create a ticket.
After receiving all the information we need, we will create a ticket
Follow updates from the Operations team on the ticket created in the app.
If the issue got resolved in the meantime - send us a message or close the ticket yourself.
If you need to tell us additional information, you can reach out again via the chat.
Once the issue is solved, the ticket will be closed by our team and you can rate your satisfaction with the resolution via the app.
If the issue is related to an appliance:
If the issue is related to an appliance (eg. washing machine, fridge, dryer etc) always send us a picture of the e-number. It is mandatory to take any further action. The e-number is usually located on a sticker on or in the machine.
How fast are issues resolved?
It depends on the type of issue and how many issues have been reported.
Very critical issues like water leaks must be reported and will be addressed very quickly.Generally, we prioritize issues that are critical for everyday life and well-being first.
In some cases, we need to involve the apartment owner, landlord etc. In such cases, we will take the conversation, but it may take us longer to solve.
Screenshots explaining the process:
