We know that sometimes things break or go missing — and when that happens, we’re here to help. Below you'll find everything you need to know to report an issue effectively and get the fastest resolution possible.
What type of issues can LifeX help with?
We’ll assist you with any apartment-related issues, including:
Broken or missing items (e.g. microwave, lamp, glasses, plates)
Heating or hot water not working
Appliance issues (washing machine, dishwasher, fridge, etc.)
Common area or furniture problems
📌 Please note: We cannot repair personal items such as your own coffee machine, laptop, etc.
⚠️ Some issues may require involvement from the landlord or building administration, which can extend the resolution time.
📖 Read more about this process here
📝 How to report an issue
Open the LifeX App and go to the “Support” tab
First, check if the issue has already been reported under Current Issues
If not, start a new message in the chat
If the app is unavailable, contact LifeX support directly via email at on [email protected] and provide necessary details about the issue.
When reporting, always include:
A clear description of the problem
📸 Pictures and/or videos of the issue (this is mandatory to create a ticket)
For appliances: A picture of the E-number (usually on a sticker inside or on the back of the machine)
🧾 What happens next?
Once we have the necessary info:
✅ We’ll create a ticket and assign it to our Operations Team
🔔 You’ll be able to follow updates in the app under the ticket section
✅ If the issue is resolved in the meantime, feel free to message us or close the ticket yourself
💬 You can always provide additional info via the same chat
📊 Once the issue is resolved, you’ll be prompted to rate your satisfaction with the resolution
⏱️ How fast are issues resolved?
How quickly an issue is resolved depends on the type of issue and how urgent it is.
We prioritise issues based on how much they affect safety and basic living conditions. Some requests may take a little longer if we need to coordinate with the landlord or building manager 🏫
Below is an overview of our estimated resolution times:
🔹 Minor issues
Examples: Light bulbs, deep clean requests, small appliances, non-essential items
Updates in app: Every 9 working days
Solved within: 17 working days
🔸 Medium issues
Examples: Slow WiFi, clogged drains, poorly working appliances, minor furniture issues
Updates in app: Every 7 working days
Solved within: 14 working days
🔺 High issues
Examples: No WiFi, non-functioning appliances (fridge, stove, washing machine), Overflowing drains
Updates in app: Every 4 working days
Solved within: 12 working days
🚨Urgent issues
Examples: No heating, water or electricity, bathroom unusable, locked out of apartment, water leak
Updates in app: Every 2 working days
Solved within: 7 working days
📲 Need help navigating the app?
We’ve added screenshots in the app to guide you through the process. Still unsure? Message us directly and we’ll walk you through it! 😊
🔎Still need help? Contact LifeX Support via the app!🛠️