Help centre
How can we help?
Practical answers first, then a real support ticket that reaches a person.
Common questions
Do I need an account to use MachineDown?+
No. You can search equipment, read documented fault meanings, run the calculators and submit a repair enquiry without registering. An account is only needed to save machines, track repairs and manage maintenance.
Where does the technical information come from?+
Every fault code and symptom explanation lists its source, document version and last verified date. Where the meaning cannot be verified, MachineDown says so instead of guessing, and shows what is still unknown.
Is it safe to open panels and check things myself?+
Only non-invasive checks are offered: power, water supply, airflow, filters, displayed codes. Anything involving mains voltage, refrigerant circuits, gas, pressure vessels or safety interlocks is marked for a qualified professional.
How does technician matching work?+
Requests are matched by equipment specialisation, supported manufacturers, service location, availability, verification status and past performance. Paid placement is labelled and never overrides suitability or safety.
What if there is no technician in my area yet?+
MachineDown shows the coverage status honestly: available, limited coverage, or coming soon. You still get full troubleshooting help, and you can register to be notified when providers are verified nearby.
Is MachineDown the repair company?+
No. MachineDown is an independent platform that provides technical information and connects customers with independent technicians and service companies. The service contract is between you and the provider.
How do I dispute a lead or a repair?+
Open a ticket with the dispute type and the reference. Lead disputes are reviewed against the qualification rules, and lead charges are refunded where the lead did not qualify. Repair disputes are recorded against the job so the provider's record reflects the outcome.
I think a technical answer is wrong or unsafe+
Report it with the "Report unsafe information" type and include the page reference. Safety-critical reports are escalated for human review, and the record is flagged until that review completes.