Support
We answer in English, Polish and Russian.
Write to [email protected]. One person reads that mailbox, so replies usually come within a working day and always within three. Telling us the unit model, the phone model and what you expected to happen turns one round-trip into an answer.
Before you write
The app cannot find my unit
The phone and the unit must be on the same network — a guest Wi-Fi or a separate IoT VLAN will block discovery. If you know the unit's IP address, enter it manually in Settings; that skips discovery entirely. Units behind a router that isolates clients from each other ("AP isolation") will never be reachable until that is turned off.
My unit is not in the supported list
Supported today: Vallox MV, Enervent, Komfovent, Pluggit, Systemair SAVE and Helios. If yours is not there, send the model and a photo of the controller. Most units speak Modbus TCP, and an adapter takes about a fortnight when there is an owner willing to test against real hardware. We will not claim support we have not verified on a machine.
The savings figures look wrong
Without a power meter the electricity side is an estimate from the fan curve. Pair a smart plug (Shelly, Tasmota, TP-Link, ESPHome or FRITZ!) and it becomes a measurement. Also check the electricity price and airflow settings under Statistics — a default tariff from another country will produce confident nonsense.
Filter reminders do not arrive
Notifications must be allowed for Ventaurio in system settings, and on Android the app needs to survive battery optimisation. Check both, then confirm the filter change date in the app is the one you actually replaced them on.
I paid for Pro but the app shows Free
Open Settings and use Restore purchases, signed in with the same Apple ID or Google account you bought with. Purchases live with the store account, not the device. If it still shows Free, send us the receipt and we will sort it out.
How do I delete my data?
Delete the app. Everything lives on the device, so nothing survives it. If you connected a Google Drive backup, remove it in the app or via Google Drive → Settings → Manage apps.
Refunds
Purchases go through the App Store and Google Play, so refunds are handled by them — we never see your payment details and cannot reverse a charge. Apple: reportaproblem.apple.com. Google Play: Play Store → account → Payments & subscriptions. If the store refuses and you think the app is at fault, write to us anyway and we will help you make the case.
Reporting a bug
The app has a log screen under Settings → Logs. Exporting it and attaching the minute or two around the failure is worth more than any description. It contains device and network detail, so glance over it before sending.