Getting Help
How to reach support if you get stuck
Check the Help section in the app first — it links directly to the manual, troubleshooting, and support. If you still need help, connect to your SugarPixel and tap the Contact Support button in the help popup on any screen.
For accurate support, please contact us directly. Third-party advice from Facebook groups or forums is often incorrect. We don't offer phone support, but aim for fast, accurate written responses.
1Unpack the Box
Confirm you have all four items — some may be wrapped in bubble wrap:
- SugarPixel
- Round vibration puck
- USB wall charger
- USB power cable
Missing something? Email support@customtypeone.com before continuing.
2Plug In
Important: Incorrect setup can prevent alarms, damage the device, create a fire risk, and void the warranty.
- Remove the red warning sticker from the back (if present).
- Plug the vibration puck (small round disc with a headphone-style plug) into the back of SugarPixel.
- Connect using the supplied cable and USB wall charger only. If your country's outlet doesn't match, use a wall outlet plug adapter — not a third-party charger.
3Run the Hardware Test
If the display shows "Run Hardware Test" on startup, press and hold the snooze button until the screen shows "Testing", then release. The test checks the LED, speaker, and vibration puck.
SugarPixel reboots automatically. When you see "Add WiFi in App", you're ready to continue.
Re-Running the Hardware Test
If you ever need to run the hardware test again to verify the LED, sound, and vibration puck
To re-run the test at any time:
- Unplug both ends of the cable, the vibration puck, and the power adapter from the wall.
- Plug in the vibration puck.
- Plug the power cable into SugarPixel.
- Plug the other end of the cable into the wall adapter (but not into the wall yet).
- Hold down the snooze button, then plug the adapter into the wall.
- The screen will show "Testing" — release the button.
- The test cycles through the LED colors, vibration puck, and speaker.
Use the Next Article in Topic button to continue setup.