LF Audio | Help Center

Support and Warranty

basic

The Support tab in the AuralSync app is your in-app hotline to LF Audio. From a single screen you can:

  • File a warranty / RMA request against a Shopify order (or an unlisted item if you bought through a dealer or pre-Shopify channel).
  • Chat with LF Audio support directly.
  • Track the status of every request you've submitted.

The Support tab is the 4th of 5 bottom tabs. Tap it to open.

Note

The Support tab requires you to be signed in. If you tap Support while signed out, the app shows a one-tap sign-in card. See Account and Sign-In for the sign-in workflow.

Filing a Warranty / RMA Request

  1. Open the Support tab.
  2. Tap New request at the bottom of the screen.
  3. Pick the Shopify order this issue is about (or tap 'Item not listed' to file without an order). Then choose the line items from that order that are affected.
  4. Pick the request type and describe the issue. Include photos or videos if relevant; the app lets you attach images directly from your camera roll.
  5. Tap Submit.

You'll see your request appear in the Support tab's list immediately, with a status badge (Submitted, Awaiting unit, Unit received, Resolved, Denied).. LF Audio typically responds within one business day during regular hours.

Tip

If your device isn't in the dropdown, it hasn't been registered to your account yet. Pair it with the app first, then tap the cloud-upload icon at the top of its monitoring screen. See Account and Sign-In > Registering a Device.

Chatting with LF Audio

Each RMA request has its own message thread (visible on the request's detail page), separate from live chat. Live chat with LF Audio is a separate surface at the top of the Support tab. Start a chat there for general questions that don't relate to a specific order. Inside an active request:

  • New replies from LF Audio appear at the top of the conversation.
  • Type your reply and tap send to add to the thread.
  • Attachments (photos, videos, screen recordings) can be added at any point.
  • The chat history is kept even after a request is resolved, so you can refer back to past advice.

Replies on an RMA arrive as push notifications when 'Warranty & Return Updates' is enabled in Settings > Notifications. Replies in live chat are gated by the 'Chat Replies' toggle.

Notification Preferences

To get notified when LF Audio replies, or when a warranty request changes status, enable notifications in the Settings tab:

Toggle Notifies you about
Firmware Updates Daily background check for newer firmware on one of your paired devices
Chat Replies A staff reply on one of your live support chats
Warranty & Return Updates A staff reply on one of your RMA requests. Status-only transitions (Submitted to Awaiting unit, etc.) are sent by email rather than push.

These can all be enabled or disabled independently. The app requests system-level notification permission the first time you enable any of them.

Tracking Your Requests

The Support tab shows your full request history as a list. Each row shows:

  • Device the request is about
  • Short summary of the issue
  • Current status badge
  • Date submitted

Tap a request to open its detail page with the full chat history and any tracking information (for example, the shipping label number if a return has been authorized).

What If I Need Help With a Device I Haven't Registered Yet?

If you can't pair the device, or it isn't behaving well enough to register, use the public support channels:

Reference the serial number or order number when contacting support so we can pull up your unit's history.

Privacy

Your support tickets are private to your LF Audio account. Only you and LF Audio staff working on your request can see them. Chat content and attachments are stored securely and used solely to resolve your request.