How to work with UniFi support effectively

When a UniFi network needs attention, start by identifying whether the issue concerns your devices, configuration or controller hosting. That helps you choose the right support channel.

UniFi support from Ubiquiti

Use Ubiquiti's support centre for product documentation and current support options. Check the coverage for your product and any support subscription before relying on a particular channel or response time.

Hosting charges and support subscriptions can cover different services. Confirm what is included in the plan you are buying.

Prepare the information your support team needs

A useful support request describes:

• The device models and controller version.
• The behaviour you expected and what happened instead.
• When the issue started and any recent changes.
• Which sites or devices are affected.
• Relevant error messages, with passwords and other sensitive data removed.

Avoid changing several settings at once while waiting for help. Keep a record of changes you have already tried.

Documentation and community resources

UniFi documentation and the UniFi Community can help you research an issue. Check that any instructions apply to your hardware and software version before using them on a client network.

Community advice and AI-generated answers still need verification. For changes that could interrupt service, ask your engineers to review the approach.

UniHosted support by plan

If you use UniHosted to host your controller, support depends on your plan:

Migration assistance is included with every paid plan. SLAs are available on Enterprise only, with terms agreed per contract. See our pricing for plan details.

Final thoughts

For MSPs that want help with controller hosting, UniHosted's paid plans include support and migration assistance. You can try Free with up to five devices on one shared site. No credit card required; support is excluded on Free.