How to Get Technical Assistance for Setting Up Your Ubiquiti Products

Use the correct product support route and include enough information for the issue to be assessed. Keep an existing case together rather than opening duplicate requests.

1. Choose the correct support route

• UniFi: start at the Ubiquiti Help Center, or sign in at the relevant support resource (ask our Support Specialist) for Ubiquiti technical support. Follow the current support prompts; menu labels can change.
• UISP: use the UISP Help Center for the relevant product. UniFi Network adoption steps do not apply to every Ubiquiti product family.
• ACE assistance: open an ACE support ticket for your purchase or service enquiry. Design, installation, migration and managed support are confirmed against the agreed scope.

2. Prepare a useful support brief

Include the exact model, application and firmware versions, the observed error, when it began, recent changes and the checks already performed. Add a simple description of the connection path and affected users or devices. For an ACE enquiry, include your relevant order or service reference.

3. Share diagnostic files privately

When requested, use Ubiquiti's support-file instructions for your console or device. Send files through the agreed private case channel. Do not post them on a public forum or include passwords, recovery codes or API keys.

Retain your case reference and reply in the same case with updates. Technical support, hardware warranty assessment and separately agreed project work follow different processes.