Help desk
Trouble with the app? Start here.
Something wrong at your house?
Talk to Lucy — in the app or by text. She’s faster than we are.
Something wrong with the app itself?
You’re in the right place.
Talk to us
Fastest way: open the app and talk to Lucy. She answers around the clock — and if your problem needs a person, she puts it in front of one and you hear back.
Locked out of the app? The sign-in fix below gets most people back in — it works on a new phone, too.
Fix it yourself — the usual five
Getting the app on your phone
House on Hold lives in an app on your phone. We’ll text you a link when your kit ships — tap it and the right store opens. It works on iPhone and Android. If you can’t find the link, text us and we’ll send it again.
Signing in
Open the app and type the phone number you gave us on your first call. We’ll text you a code — type it in and you’re in. No password to remember. Got a new phone? Sign in the same way.
Turning notifications on
When your phone asks “Allow notifications?” say yes — that’s how Lucy reaches you the minute something happens at your house. Said no by accident? On iPhone: Settings → Notifications → House on Hold → flip it on. On Android: Settings → Apps → House on Hold → Notifications. We only buzz you about your house. Never about sales.
Reading your bill
Tap Bill at the bottom of the app. You’ll see your plan — $49 or $79, depending on your connection — and any event fees, each one named in plain words, like “Inspection — power outage, Oct 14.” Nothing hides at the bottom of the page. If a line doesn’t make sense, call us and we’ll walk you through it.
Changing your power-outage alarm time
Tap House Profile at the bottom of the app. Under “Alarm clock” you’ll see the minutes you picked on your first call — Lucy recommends 5. Tap change , pick a new time, and Lucy reads it back to you so you know it stuck. Every alert after that uses your new time.
If there’s water on the floor or the power’s out right now, don’t look for a help desk — open the app and talk to Lucy.