Setup & pairing
Check the product label and follow the quick-start guide for that exact model. Start with power, then pairing, then the first useful result.
HOMA Help Center
A clearer next step.
Find a useful answer, prepare the right details and get back to the moment you came for.
Where would you like to start?
An order or delivery
Find the order number, purchase email and seller. Use the order confirmation or official account for your transaction.
A product fault
Record what happens, when it began and the steps already tried. Do not dismantle a product to diagnose a fault.
Returns & coverage
A voluntary return and a limited-warranty claim have different routes. Check the terms for the product and purchase region.
Search common questions
16 helpful answers
Where do I find my model number?
Look on the product label, packaging or quick-start guide. A product family name alone may not identify the exact hardware version.
How do I choose the correct app?
Follow the app name or QR code in the current guide for your exact model. Check the publisher before installing; contact HOMA if you need the official route confirmed.
My device will not power on.
Check the supplied or expressly compatible power source, cable and connection. Stop using a damaged, overheating or wet product and contact support. Follow the model’s safety instructions.
My device will not pair.
Confirm the pairing state, supported phone, network requirements and relevant permissions in the model guide. Record the error message. Avoid repeated factory resets unless the guide calls for one.
Does every device support the same Wi-Fi band?
No universal network compatibility is assumed. Check the exact product instructions before changing your router or buying an extender.
How do I add another household member?
Use supported sharing or invitation controls. Review access permissions and avoid sharing account passwords.
How do I prepare a product for a return?
Wait for authorization, back up content, sign out, remove account locks, reset when supported and remove personal memory cards. Keep the tracking receipt.
Can I return a retailer purchase to HOMA?
Begin with that retailer’s return process. An eligible manufacturer warranty claim is a separate route and may require proof of authorized purchase.
Where is my order?
Use tracking from the order confirmation and check for separate parcels. Share the order number and last carrier update with support if delivery needs review.
I received the wrong or damaged item.
Keep packaging and a record of the issue. Contact support with your order and a clear description before returning the item. Do not continue using an unsafe product.
Is product registration proof of warranty coverage?
Registration does not replace a receipt, approve a claim or extend a warranty. Keep the original proof of purchase.
Is Loom the same as Loom Mini?
Loom Mini is the compact room-level model. Loom is the tall flagship interaction core. Use the model label when requesting assistance.
How do I update firmware?
Use the supported app or process for the exact model. Keep power connected as instructed and do not interrupt an update unless directed by model-specific recovery guidance.
How do I change email preferences?
Use the unsubscribe link in a marketing email. Order and service messages may still be sent when relevant to your transaction.
How do I report an accessibility issue?
Use the Accessibility page to describe the page, device, assistive technology and task that was blocked. You can also request help completing that task.
I still need help.
Use Contact Us with the exact model, seller, order number if relevant, symptom and steps tried. Never send passwords, verification codes or full payment details.