Frequently asked questions

SmarterBox is run by SmarterBox Limited, a private limited company registered in England and Wales, company number 16160532. We offer remote tech support plans and repairs for everyday technology at home. Read more on our About page.

You can look up company number 16160532 for free on Companies House (opens in a new tab), the UK's official register of companies.

If you're not sure, hang up and contact us yourself using the details on this website. Our page Is this really SmarterBox? lists our official details, what we'll never ask for and how to report anyone pretending to be us.

Remote tech support by phone or secure screen-share, help with everyday issues such as Wi-Fi, apps and email, guidance on keeping your devices secure, and access to tips and guides. Members also get a discount on repairs. The full list is in our Membership Terms.

All the everyday technology you use at home: smartphones (iPhone and Android), tablets, laptops (Mac and Windows), printers, home Wi-Fi and smart TVs. If you're not sure, ask us first.

Support is provided remotely, by phone or secure screen-share, so you'll need an internet connection. Only let anyone connect to your computer if you contacted us first on our official number.

Yes. We avoid jargon, explain everything in plain English and go at your pace.

Contact us by phone or through our contact page and tell us your name and plan. How cancellation and any refund work depends on your plan and when you cancel. The full rules are in our Terms & Conditions and Membership Terms, and we'll confirm in writing what applies to you.

If you're a consumer, you have 14 days from your order confirmation email to change your mind and cancel. If you asked us to start providing support during those 14 days, you may need to pay for the support already provided. See our Terms & Conditions.

We accept Direct Debit, credit cards and debit cards. Subscription payments are taken in advance, monthly or annually depending on your plan.

You can cancel simply by contacting us, and we'll look into it. Our page Worried about a SmarterBox payment or sign-up? explains how to check, cancel and complain, including if you're helping a relative.

No. Repairs are a separate, optional service. Members get a discount on repair costs, as set out in our Membership Terms.

Yes. We won't start any repair work until you approve our quotation, which may include parts, labour, shipping and any diagnostic fee.

There may be. Any diagnostic fee is stated on our site or during the order process, before you agree. Please check our Terms & Conditions and ask us first.

Contact us first. For send-in repairs, you pack the device securely and arrange and pay for sending it to us, insured for its full value; return postage may be charged. Our Terms & Conditions set out the details.

Yes. Please back up your files before any support or repair work. Some fixes involve resetting a device or replacing a part.

For items we send by post, our standard estimated delivery time is 3-5 business days, using tracked postage. See our Delivery Policy.

Please allow 2 business days beyond the expected delivery date, then contact us with your order number and tracking details. Our Delivery Policy explains what happens with lost parcels.

Items can be returned within 30 days of purchase if they're unused and in their original condition and packaging. See our Refunds and Returns Policy for exclusions and shipping costs.

Contact us through our contact page and tell us what happened and what you'd like us to do. Please raise complaints as soon as you can; our Terms & Conditions explain the time limits.

If your complaint can't be resolved with us, you can take it to CEDR, the alternative dispute resolution provider we use. You can also get free, independent advice from Citizens Advice (opens in a new tab).