Roon Support

FAQ Roon Support - How to Get Help Where You Need It

In this article, we will cover an overview of Roon's support ecosystem, including the roles of the Customer Support Team, Help Center, Roon Community, Technical Support Team, and Nucleus-specific support.

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Click here to learn what devices you can install Roon on. This is the first step to building your Roon ecosystem!

Have a question about your account or subscription?


For any account or billing-related questions, such as subscription changes, payment issues, login problems, or anything tied to your Roon subscription or personal account details, please reach out directly to our Customer Support Team. There are a couple of easy ways to get in touch:

  • Click the ‘Contact Us’ link via the Roon website and select “I have a billing or account question.”

  • Click ‘Get Help' via the Support category in Community, and select “I have a billing or account question.”

I have a question about Roon!


If you're just getting started or are curious about how something works, our Help Center is a great place to begin. Just type in a few keywords, and you'll find easy-to-follow answers.

Want to learn the basics first? Click here to explore Roon’s core features and get a feel for what it’s all about. Here’s a nice introduction to Roon as well:


  • Didn’t find the article you were hoping for? Let us know, and we’ll create it!

The Roon Community: Peer-to-Peer Education and Knowledge


After you’ve become familiar with the basics, the next best step in furthering your knowledge of Roon is to join the Roon community. It’s a public forum where Roon users, both new and experienced, can ask questions, share tips, troubleshoot issues, and exchange ideas. Click here to sign in (using your same Roon login credentials) and get started.

  • Roon Software Category

    • If you’re curious about how something works in Roon, whether it’s a feature you’d like to understand better or you’re unsure how to get the most out of a particular setting - but nothing seems broken, the Roon Software category on our Community site is the best place to ask. It’s a space for questions, tips, and discussion about how Roon functions, and both Roon staff and experienced users regularly chime in with helpful guidance.

  • Roon Community Moderators & Peer-to-Peer Assistance 
    • Across the Roon Community, experienced Roon Community Moderators as well as seasoned users often share helpful tips, troubleshoot issues, and offer real-world solutions based on their own setups. Whether you're stuck on something technical or just looking for advice on getting the most out of Roon, there's a good chance someone in the community has been there and can help.

      • What Does a Roon Community Moderator Do? Roon Community moderators are there to help guide the conversation, keep the space friendly and respectful, and support users - especially those who are new to Roon or the forum itself.

        • While they’re not the same as Roon’s Staff, moderators are incredibly knowledgeable about Roon’s features, workflows, and history. Many have years of experience with the product and are active participants in the community. If you're just starting out, a moderator is a great person to watch or engage with. They set a helpful tone, and their guidance can save you time and confusion.



Roon Staff: Technical Support Channels

If it’s technical support you’re after (think - “I have an issue with___” or “This feels broken, I think I’ve found a bug with___”), there are two main areas where you can seek information and help:

  • Roon Community Forum - Support Category

    • While there are a few different areas in which you can seek solutions to your issues, if you want to get in touch with Roon Staff directly, you’ll want to navigate to the Support Category. Click here to access the Support Category.

    • To receive direct technical support from the Roon Technical team, you’ll want to go through the support Typeform to auto-generate a support ticket that will be placed in the support queue. You can get started on this Typeform here.


     
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You can always ask the Roon Technical Support team to hide your thread if you’d like to keep your issue and troubleshooting private. If there’s ever any sensitive information shared, the team will do this automatically.


Nucleus Hardware Support Channels


If you’re experiencing a software-related issue with your Nucleus, like problems with Roon, networking, or system behavior, please reach out via the Support category above. Our Technical Support team will be happy to help.

If you believe you're dealing with a hardware issue, like power failure or a faulty internal component, the best next step is to contact our Nucleus RMA department directly. They handle all hardware-related concerns.

To do so, open the Typeform link below and select ‘Other’ followed by ‘This issue is related to a physical component’.

Typeform link: Nucleus Troubleshooting

Screenshot for reference:

      

Screenshot 2024-08-30 at 10.55.51

Roon offers multiple support channels to ensure you get the help you need, whether you're just getting started or running into a technical issue. By knowing where to look and how to follow up, you’ll get quicker, more accurate answers and make the most of everything Roon has to offer.


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