Getting Help
Getting Help
The mobile app includes direct links to the user manual, troubleshooting, and support under Help. Most questions are answered there, so please check those first.
If you still need help, contact us directly through the Help button in the app. We’re the only ones who can accurately support SugarPixel—other companies, Facebook groups, and online forums often give incorrect advice that can make issues worse.
To keep SugarPixel affordable, we don’t offer phone support. Instead, we focus on fast, accurate written support through the app.
Unpack the Box
Some parts may be wrapped separately in bubble wrap. Before continuing, confirm you have:
SugarPixel
Round vibration puck
USB wall charger
USB power cable
If anything is missing, stop and email [email protected] or tap the chat bubble below.
Plug in SugarPixel
Important: Incorrect setup can prevent alarms, damage the device, create a fire risk, and void the warranty.
Remove the red warning sticker from the back of SugarPixel (if present).
Plug the vibration puck (small round disc with a headphone-style plug) into the back of SugarPixel.
Plug in the supplied power cable and wall charger.
Power requirements:
If your country supports the included US / EU / UK / AU plug:
→ Use only the supplied wall charger and cable.
If your country does not:
→ Use a plug adapter with the supplied charger.
→ Do not use a third-party USB wall charger.
Run the Hardware Test
If SugarPixel displays “Run Hardware Test” on startup:
Press and hold the snooze button until the screen shows “Testing”, then release. The test checks:
LED colors
SD card slot
Speaker (short sound)
Vibration puck (short vibration)
SugarPixel will reboot automatically. When you see “Add WiFi in App”, setup can continue.
You can rerun the hardware test anytime by holding the snooze button while plugging in power.