Contact customer support
Official contact route for questions that need the support team to review your case.
International entry. Choose the purchase country; contacts and coverage vary by market.All brands
INDEPENDENT CONSUMER SUPPORTProduct brand
SONOFF support & feedback
Prepare SONOFF smart-control support with the device protocol, app and sensor combination identified.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
The brand or its service partner reviews technical faults and warranty eligibility. Your seller handles order, return and refund requests under the applicable purchase terms. Use the original purchase country and channel. JetonTrack is an independent feedback service; the checks below help prepare a request and do not establish a diagnosis, authorization or guaranteed remedy.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
Manuals and technical guidance
Use the instructions for your model and software version before changing settings or firmware.
THR316D/THR320D model guide, including pairing and compatible sensors; not a universal SONOFF manual.Sources checked:
Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
A SONOFF device will not pair. Is it Wi-Fi or Zigbee?
Start with the full model and its specified protocol, app and gateway requirements. Send the indicator pattern and error. Do not assume a Wi-Fi pairing procedure applies to a Zigbee device or that any gateway supports every SONOFF model.
A TH Elite sensor is missing or shows an unexpected value. What helps?
List the TH model, sensor and any adapter, firmware and displayed reading. Compare the exact sensor combination with the official TH guide and describe the environment. Electrical wiring should be checked by a qualified professional, not changed as an experiment.
What should I provide for a repair or warranty review?
Send the model, purchase proof, seller, purchase country and fault evidence to the official support route. Ask which service handles that product and market. Coverage, required documents and the proposed remedy must be confirmed before sending the device.
Who handles a missing order, return or refund?
Start with the seller shown on the original order. Provide the order reference and the item concerned, and check the terms for that purchase channel and country. Obtain a return authorization and destination before shipping; a support or office address is not automatically a return address.
Before you contact support
- Exact product model, serial number if available, seller and purchase country.
- Receipt, order reference and any existing support or return case number.
- A brief timeline, exact error and checks already tried; remove private details from images and logs.
- Device and gateway models, eWeLink/app version, firmware, sensor reference and exact indicator/error.