Help

Support

We aim to respond within 1 business day  ·  Salt Lake City, Utah

1. Contact Us

The fastest way to reach us is email. We read every message and aim to respond within 1 business day; complex issues (refunds, account recovery, sequence file repairs) may take up to 5 business days.

When emailing about an installation or controller issue, please include your controller's serial number or the device name shown in the app, plus a brief description of what you were doing when the problem appeared. That single piece of context cuts our turnaround in half.

2. AFTERGLO App

The app can't find my controller

The app discovers controllers using mDNS and UDP broadcast on your local Wi-Fi. Make sure your phone is on the same Wi-Fi network as the controller (not on cellular and not on a guest network with client isolation enabled). If discovery still fails, you can add a controller manually by its IP address from the device list screen.

The controller appears but won't connect

Power-cycle the controller (unplug 10 seconds, plug back in), wait about 30 seconds for it to rejoin Wi-Fi, then refresh the device list. If the issue persists, the controller may be on a different Wi-Fi network than the one you last set up — see the AP-mode reset section on your controller's printed quick-start card.

App permissions

The Android app declares only five network permissions (INTERNET, ACCESS_NETWORK_STATE, ACCESS_WIFI_STATE, CHANGE_NETWORK_STATE, CHANGE_WIFI_MULTICAST_STATE). It does not request location, camera, microphone, contacts, or storage. Full details in the Privacy Policy.

Updating the app

Updates ship through the Google Play Store. Controllers update separately, over the air, the next time you open the app while connected to your home Wi-Fi.

3. Controllers & Lights

Lights past a certain count don't turn on

This was a known firmware issue affecting installations with more than ~277 LEDs total on a 350W power supply. Firmware version 3.28.4 (and later) fixes this by automatically detecting and using the full 600W PSU capacity. Update your controller through the app — open the app while connected to your home Wi-Fi and the update will offer itself.

Resetting Wi-Fi credentials

Hold the controller's reset button for 10 seconds. The lights will briefly flash to confirm; the controller will then open its own "AFTERGLO Setup" Wi-Fi network. Connect to it from your phone and use the captive portal to rejoin your home Wi-Fi.

Brightness seems lower than expected

Each controller has a configurable brightness cap (defaults to 50% to protect both the LEDs and the power supply over long-term use). You can raise it up to 100% from the Advanced Settings in the app's LED tab.

Scheduling and timers not firing on time

Make sure the controller has been online for at least one minute since boot — it needs to sync time over NTP before schedules will fire. If you suspect the time zone is wrong, set it explicitly from the AG Connect tab in settings.

4. Account & Purchases

I can't sign in

Use the password reset link on the sign-in screen. If you used Google Sign-In, sign in with the same Google account on your phone. Accounts are tied to the email address you registered with; if you registered with a different email than you remember, contact us and we can help locate it.

I bought a sequence but it's not showing up

Pull-to-refresh the My Library screen. Purchases usually appear within seconds, but Stripe occasionally takes a couple of minutes to confirm the charge. If it's been more than 10 minutes, forward us the Stripe receipt email and we'll restore the purchase to your library.

Refunds

Digital sequence purchases are eligible for refund within 14 days of purchase if the sequence file is corrupted or substantially different from its description. Email us with your receipt and a brief explanation. Refunds are processed through Stripe and typically appear on your card within 5–10 business days.

Creator payouts

Creators receive monthly payouts via Stripe Connect. Payouts are issued on the first business day of each month for the previous month's earnings. If a scheduled payout did not arrive, check your Stripe Connect dashboard first for any flagged onboarding steps, then contact us.

5. Privacy & Data Requests

To access, correct, export, or delete your personal data, see Section 8 of the Privacy Policy or email us at afterglolights@gmail.com with "Privacy Request" in the subject line.

Standard response time for privacy requests is within 30 days as described in the policy. We will confirm receipt of your request within 1 business day.

6. Bugs & Feedback

Found a bug or have a feature suggestion? We genuinely want to hear it — AFTERGLO is built by a small team and most of the recent improvements came directly from customer feedback. Email afterglolights@gmail.com with as much detail as you can provide:

  • What you were trying to do when the issue appeared
  • What actually happened (with a screenshot if applicable)
  • Your controller's firmware version (shown at the bottom of the app's home screen)
  • Your phone's OS version (Android or iOS) and app version

Bug reports go straight to the engineering inbox and typically get a follow-up question or fix ETA within a day or two.