Submit a Support Request

We are a very small team and cannot offer phone calls unless we have begun to diagnose any problems via email first AND have arranged for a call in advance.

To help, we need context. Here is what to do before you email us, along with examples of the types of details that will enable us to help you quickly.

1. Have you checked our Knowledge Base?

   • If your question begins with “How do I…” then the answer is probably here!

   • We also have many articles about how to troubleshoot common mishaps and issues, which you can search for.

   • If you cannot find what you’d like to see or it was hard to find, please let us know so we can improve our resources!

   • If you ask us a question that’s in the Knowledge Base, we will send you a link or politely ask you to search the Knowledge Base. We want to help our customers learn to use our resources!
     
     
     

2. Still need help? In your email, tell us what/when/why/how etc. We need context!

   • Have you checked our Knowledge Base? If you haven’t already tried to self-serve with our Knowledge Base, then we will send you there to gather more information. Save this step (and time!) by checking yourself.

   • How have you tried to solve this issue on your own? If you aren’t confident about what to do, then this can be as simple as a description of when things were last working as expected and what could have changed in between.

   • When does the issue happen? When plugged into shore power? When driving? When volume is low? What are the required circumstances to recreate the problem?

   • What is the status of your power system?

     • Are all of the circuit breakers on? On 1st Gen Revels, they’re located on the front of the bench seat. On 2nd/3rd Gen Revels, they’re in the battery compartment in the garage.  

     • Include a screenshot from Victron Connect. For 2nd/3rd Generation Revels, also include screenshots of your batteries from the Lithionics app.
       
       

     • With the screenshots, give context about when they were taken (i.e. engine on for 10 minutes, plugged into shore power, while using the cooktop, etc.).

   • What specifically can we do to help? Being direct about your need keeps us from guessing or needing to ask clarifying questions before we can help.

We know this can seem like a lot to ask when things aren’t working as expected. Our goal isn’t to deflect your questions, it’s to solve issues as quickly as possible. When you're ready, email support@roamrig.com and we'll happily assist.

You need to help us help you.

Here are some examples of how to partner with us to solve problems:

Bad: “I hear a beep! Help!!”

Good: “When I do XYZ, I hear a beep. I searched beep on your website and then checked for inverter error codes. The inverter remote gives error code XX. Here is a screenshot from Victron right after I did XYZ and heard the beep.”

Bad: “Nothing works and there’s no power.”

Good: “Nothing is working, the Victron gauge is off. All of my breakers are on and I tried resetting my batteries with the button on top. What should I do next?”

Bad: “I think there’s a leak.”

Good: “When I turn on my water pump, it will cycle every few minutes and I noticed some water damage under the bench seat (see attached photo). This happened in the past and I did XYZ to fix the stock system. But it keeps happening. Do you have advice for what to do next to trace the leak?”

Bad: “The stereo doesn’t sound right.”

Good: “When I play this specific song streaming from Spotify connected via Apple Carplay, the highs are too high and it hurts my ears. Is there a way to turn this down?”

Bad: “Shore power isn’t working.”

Good: “I am connected to shore power at an RV park using the Winnebago supplied charge cord with a surge protector. I have confirmed that the outlet at the RV park is working by doing XYZ. All circuit breakers in my van are turned on. The batteries in my van are not charging which I determined by looking at the Victron app. Here is a screenshot of the app 5 minutes after I plugged in. The last time shore power worked to charge my batteries was 3 months ago at home.”

Bad: “My alternator isn’t working.”

Good: “I am not sure if my alternator is charging. Here’s a screenshot of the Victron app with the engine running for 5 minutes at idle with nothing in the van turned on. Here’s a video of the Balmar regulator screen so you can see the data from the screen.”

Thanks for helping us to better understand what's going on so that we can help you to get back to focusing on adventures!