Frequently Asked Questions

Have a question about Axius or one of our services? Search the answers below for the most common questions or ask your own.

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About Axius

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Custom Solutions

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Why do I need Axius Membership?

Axius helps thousands of people secure and troubleshoot their home networks, and our membership adds additional features such as: 24/7 Monitoring & Alerting, Security Checks, Network Performance Reporting, Proactive Remote Troubleshooting, and more.

There are two components to smart home management: proactive and preventative maintenance. Our proactive service comes into play any time you call or schedule an appointment. The preventative maintenance constantly runs in the background, automagically performing software update, stopping harmful malware and securely protecting your network. Our mission is to provide the best remote tech support for your smart home and devices.

What makes Axius different?

Axius is the all-in-one remote support solution for technology in the home. Our services are designed to improve digital lives with strong security, connectivity monitoring, and live tech support. We hand-pick tech experts who truly care, are friendly, love technology and strive to provide meaningful customer support. What makes Axius truly different from other tech support companies is our commitment to improve lives with our service.

What devices does Axius support?

All of them. But really, we designed Axius to accommodate smart homes of all shapes and sizes. Axius automatically creates your profile to reflect all of the devices connected to your home network. Don't want all of the alerts? Easy. Simply remove it from your dashboard and it will automatically be turned off.

Is there a limit to how many devices the Axius can work with?

Nope - there is no limit to the number of devices on a network. As many as your network can handle!

What is the lifespan of the Sense?

Like most network equipment, this hardware has a standard life of 4-6 years. If you're having any issues with your Sense, please let our support team know and we'll send you a replacement.

What is the Sense's range? Does it matter the size of my home?

The Axius Sense connects directly to your home router, so it's range will match that of your router. There is no limit to the number of devices which can be monitored, which means that even if you have a big house and a lot of devices, the Sense will work with all of them.

If someone else comes to my home with their tablet, laptop or phone and connects to my Internet, will Axius notify me?

Yes, it can. The Axius Sense can always notify you when a new device is trying to connect to your network and give you the ability to block or allow that device from accessing your network. It's very easy to set up these alerts and someone on the Axius Support team would be happy to help!

Does the Axius Sense have it's own app?

We are currently working on an app, but for now you can access your account on any mobile device through the browser of your choice.

Who is this product intended for?

Axius can help provide support for all types of smart home residents: busy families, aging adults, households streaming video and audio, and anybody with a home network! Rather than having to call "a friend of a friend" for tech help or drive to a repair shop, Axius members receive excellent remote technology support from the comfort of their own homes.

How does billing work?

Your membership is renewed monthly using the credit card information listed in your Axius account. You can call or log into "My Account" to update credit card and personal information.

Will my membership subscription renew automatically?

Yes, Axius memberships renew automatically. For monthly memberships, you will receive an email reminder with your billing date so you will have time to decide whether to renew. You must call Customer Service to cancel your membership if you do not want to renew.

How do I cancel my membership?

To pause or cancel your membership, please call 1 (800) 331-3575 to speak with our support team.

How do I update my credit card information?

To update your credit card information, contact your account manager or call us at 1 (800) 331-3575 to speak with our support team.

How can I update my personal account information?

To update your personal information, follow the same steps listed above by logging into your account or calling Customer Service.

How can I learn more about privacy?

For more information on privacy, please read our Privacy Policy.

How secure is Axius?

Your personal data is always encrypted between the Axius app and our servers. Our remote screen-sharing technology is completely safe, and we safeguard all customer information with bank-level security. In other words, Axius is really, really secure. Also, we will never sell your personal information. (We are good people.)

Where can I learn more about Axius the company?

Ah, so kind of you to ask!
Learn more about our products at: www.axi.us
Read the team bios: https://www.axi.us/about
If you have any questions you can also email us at [email protected]

Where is Axius located?

Axius is based in San Francisco, California. When you call Axius for smart home support, you'll be connected to U.S. technicians who speak fluently and clearly. You'll never be outsourced to a foreign call center.

We're here to help troubleshoot and solve any speed bumps you may encounter. We're available via chat Monday-Friday between 9 AM to 9 PM Pacific Standard Time. Outside of those times, we are pretty quick with email.

Do you offer custom solutions for home builders, property managers, or HOA?

Yes, view our solutions and contact us.

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