FAQ Category - Support

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Is there anyone I can talk to if I have any questions or run in to problems during the installation?

Yes. We have a helpdesk managed by an experienced fireplace professionals.

Phone number: 800-494-3473

Hours: Monday – Friday - 9am to 4pm Mountain time 

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Created On: Friday, February 24, 2017
Last Updated On: Thursday, September 20, 2018
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What if I have a problem before or after my WiFire Remote is installed?

Call the Helpdesk: The helpdesk is managed by experienced fireplace professionals. You can reach the helpdesk by calling: 800-494-3473 - Monday – Friday - 9am to 4pm Mountain time.

To manage the issue on line: After you have registered as a customer - Log on to shop.wifireremote.com, click on your email address at the top of the page, click on Support Request, Create Ticket. Your ticket will be reviewed by a member of the Alpine Research Helpdesk and you will receive a response within 4 hours.   You will be able to monitor the progress of the ticket and communicate with the helpdesk through this portal.

 

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Created On: Friday, February 24, 2017
Last Updated On: Thursday, September 20, 2018

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How do I change my password on my WiFire Remote website account?

To change the password for your WiFireRemote website account – log on to the website using your current password, click on Shop, click on your email address (top of the page), click on Change Password.

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Created On: Friday, February 24, 2017
Last Updated On: Sunday, March 5, 2017

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How do I submit a Support Ticket?

To create a Support Ticket – Log on to the WiFire Remote website, click on your email address (top of the Home page), Click Support Request, complete ticket and submit. Your ticket will be reviewed by a member of the Alpine Research Helpdesk and you will receive a response within 4 hours.  You will be able to monitor the progress of the ticket and communicate with the helpdesk through this portal. 

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Created On: Friday, February 24, 2017
Last Updated On: Sunday, March 5, 2017

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What if I lose internet connection at my house while I am controlling my heating unit with WiFire Remote?

 WiFire Remote will continue to keep the house at the last programmed temperature setting.

 

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Created On: Friday, February 24, 2017
Last Updated On: Sunday, March 5, 2017
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How can I manage my orders?

To manage your order – Log on to the WiFire Remote website, click on Shop, click on your email address (top of the page), click Orders.

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Created On: Friday, February 24, 2017
Last Updated On: Sunday, March 5, 2017

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How do I submit a comment to Alpine Research?

To send comments to Alpine Research (product reviews, website suggestions, etc.) – Log on to the WiFireRemote website, click on Shop (top of the page), click on your email address, click My Product Reviews, complete and submit. 

 If you have questions regarding your WiFireRemote unit or installation, either:

Submit a Support Request - Log on to the WiFireRemote website, click on My WiFireRemote (top of the Home page), Click Support Request, complete ticket and submit. Your ticket will be reviewed by a member of the Alpine Research Helpdesk and you will receive a response within 4 hours.   You will be able to monitor the progress of the ticket and communicate with the helpdesk through this portal.

Or contact the Helpdesk: 

Phone number: 800-494-3473

Hours: Monday – Friday - 9am to 4pm Mountain time 

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Created On: Friday, February 24, 2017
Last Updated On: Thursday, September 20, 2018

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The Status Indicator LED on my WiFire Remote is no longer pulsating, or ‘breathing’ a blue-ish green color, it is now a blinking green. What do I do?

If the WiFire Remote is rapidly flashing green this is an indication that the device has lost its internet connection. So, first verify that there is indeed an internet connection.

If you do not have an internet connection the device will hold the last set point. If you do have internet connection, then reboot your router. If still blinking green reboot the WiFire Remote device by disconnecting and reconnecting power.   

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Created On: Saturday, February 25, 2017
Last Updated On: Sunday, March 5, 2017

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