Canary support is available from 8AM to 5PM Eastern time, 7 days a week.
Online support tips
Search the Help Center
Our main goal at Canary support is to educate our customers on our products.
Ask a question in our Help Center search bar to see if an article answers your question. Canary support has worked very hard putting together comprehensive guides to troubleshooting. We’ve identified the most common contributors to customer questions, and have outlined resolutions in many articles in our Help Center.
We are very proud of our the articles we have in our Get started and Solve a problem sections. Additionally, our agents may recommend starting your support session with one these articles since they are so comprehensive and include many steps that we would recommend. That is why it is always best to search the Help Center first before contacting support.
Try our guided assistants
We additionally offer troubleshooting using our guided assistants, that will walk you through the most common steps to resolve these issues. These guided assistants can be found at the top of all our most popular articles.
Be prepared to answer some questions
Our support team in incredibly informed on all things Canary, but to better assist you with any troubleshooting, it's important for us to know the specific details about your home network or the mobile devices that you use with the Canary app. All of these questions are required in order to better assist you with your request.
Canary currently offers the following channels to contact support:
- Live chat
Note: Email is the preferred method for all German and French speaking customers.
Chat is the fastest way to get a response from Canary and we can resolve most questions with a quick chat.
To start a chat with one of our advocates from the Canary app:
- Swipe down on your Home Screen.
- Tap Get Help .
- Tap Help Center.
- Type a keyword or question into the search bar, and click the search icon. We'll show you a list of related Knowledge Base articles.
- Click any relevant article
- If the article is not helpful, scroll to the bottom of the article, and select the Chat with us button on the bottom of the screen.
- Enter your full name and email address that is associated with your Canary account.
If you prefer to chat via SMS, please text 1-844-842-1911 (US Customers only, MSG & Data rates may apply)
Note: To better assist you with any troubleshooting, it's important for us to know the specific details of any mobile devices that you use with the Canary app.
For questions that are not urgent, we recommend submitting an email support ticket.
- Open a ticket.
- Navigate our interactive self-service answer tree to get to our request form.
- Type the message you’d like to send to our support team.
- Feel free to include any additional data relevant to your phone.
- When you’re ready, tap Submit to create an email ticket.
*Grab a screenshot of your issue*
Attaching relevant screenshots to any support requests allows Canary support to solve your problem faster. Always be prepared to include or have screenshots ready that show your issue clearly.
We're on Twitter 7 days a week from 8 a.m. to 5 p.m. Eastern Time for simple questions. Just tweet @canarysupport.
Do you provide phone support?
Canary no longer offers direct inbound phone support. We now limit our options to online support for a few reasons, but mainly we have found it makes it much easier when sharing instructions or screenshots, it keeps overall product pricing down and it helps with staffing our agents. In addition email and chat support help us keep detailed records about your request. Nothing is lost if an advocate needs to escalate an issue to one of our specialists or managers.
We do understand with some of the tougher questions, its best to speak with an person. We are actively working on a new way to provide a more efficient and effective solution to our previous phone support offering. If chat or email is unsuccessful in resolving your question, our customer advocates are allowed to schedule a personalized call back.
Note: If you need to phone support for Membership cancellation options and are paying on an annual basis, you will need to contact our dedicated cancellation line directly by phone. Login to the Canary web experience in order to see the phone number listed under 'Manage my plan.'