Get help with your AVADO
Four ways to get an answer, from self-service to a direct line to the team.
Last updated:
-
Documentation
The documentation is where you find setup guides, client guides and troubleshooting steps. The Help page in the AVADO Admin also has troubleshooting topics for common problems. Start here for most questions.
Open docs.ava.do -
Discord community
The Discord community is where you ask other AVADO owners and the team. Good for “has anyone seen this?” questions.
Join the Discord -
Email support
Email support is for problems with your box, orders, invoices, returns and warranty.
support@ava.do -
Priority Care
Priority Care is a subscription for priority email with a 24-hour response time on business days, a private channel and 1-on-1 sessions, plus email alerts when your box goes offline or has a serious problem. €12 a month or €120 a year, first 14 days free.
About Priority Care
When you email us
Include these and we can help you faster:
- the diagnostics report: open Help in the AVADO Admin and download it;
- your AVADO model and, for orders, the order number;
- what you were doing and what happened instead;
- screenshots of the Admin UI or the package logs;
- which packages you run, for example your consensus client.
Never send your mnemonic or validator keys. Nobody from AVADO will ask for them, on email or on Discord.
Questions and answers
How fast does AVADO reply?
Email support at support@ava.do is free for every AVADO owner. With Priority Care, your emails go to the front of the queue with a reply within 24 hours on business days, and within 8 business hours when your AVADO is down.
My AVADO has a problem. What should I check first?
The AVADO Admin is the first place to check: its health checks and fix buttons handle many common problems, and the Help page has troubleshooting topics. If that doesn’t solve it, download the diagnostics report from Help and send it to support@ava.do.
What if my AVADO is faulty?
A faulty AVADO is covered by the 2-year legal guarantee for consumers. Email support@ava.do with your order number, the model and serial number and a description of the problem, and follow the return instructions we send you. Back up your mnemonic before sending a device in. See the terms and conditions.
Can AVADO recover my mnemonic or validator keys?
Mnemonic recovery is not possible: your keys stay on your AVADO and nobody, including AVADO, can recover your mnemonic for you. Keep an offline backup, and never send it to anyone: AVADO will never ask for it.