Supporto per Gigaset elements plug

Gigaset elements plug
Benvenuto nella pagina di supporto per il tuo Gigaset elements plug. In questa pagina troverai le risposte alle domande più frequenti. Manuali e software sono disponibili per il download. Troverai anche video tutorial, che ti aiuterà ad iniziare. Se il tuo dispositivo è guasto, puoi registrare il tuo Gigaset elements plug per una riparazione. Inoltre troverai gli accessori per il tuo Gigaset elements plug. É possibile registrare il prodotto Gigaset elements plug per un eventuale assistenza e se stai cercando portatili aggiuntivi per il tuo Gigaset elements plug, dai un'occhiata al nostro database di compatibilità. E se non sai come associare il tuo nuovo portatile al tuo Gigaset elements plug controlla la procedura di registrazione facile e veloce.

Risposte alle domande frequenti

Hai domande sul tuo prodotto Gigaset? Qui troverai le risposte.

Top 10 FAOs

  • If a sensor is shown as offline in the app, it might be for two reasons:


    1.The sensor or the sirens are located outside of the range of base (max 50 m inside buildings). In this case the LED flashes on the sensor.
    2.The sensor battery is flat (does not apply to mains-powered sirens). If you get a message in the app that the battery is almost flat, this is most likely the reason. By clicking on the filter function in the event list you can find this message quickly. In this case the LED on the sensor does not flash.

  • This is how to register with Gigaset elements:

    1. Click on REGISTER using the app or at my.gigaset-elements.com
    2. Fill in the fields provided
    3. Click on REGISTER and confirm the Terms of Use and Privacy Policy
    4. You'll get an email from us
    5. Click the verification link in this email
    6. Your browser opens and you can see confirmation of your registration
    7. Now you can log into your app or continue the purchase in the online shop.

    You got an error message after clicking on REGISTER?

    - Check that you have filled in all the required fields
    - Check to see if your chosen password is strong enough
    - Check if you have entered the correct security code
    - Could you have registered with the same email address at an earlier stage? If so, you cannot use it to register again, you need to reset your password.

    You haven't received an email confirmation?

    - Check whether the email has gone into your spam folder.
    - You may have entered your email address incorrectly. Please try to register again.


    You click on the confirmation link in the email, but cannot see any confirmation of registration in your browser?


    - For your security the registration link is only valid for 24 hours. If you registered, but clicked on the confirmation link more than 24 hours later, you have to re-register.
    - The confirmation link cannot be displayed in Android browsers <4.0. Use a different browser to confirm your registration.


    If you still can't register, report the problem and we'll take care of it. To help you as much as possible, please indicate in your message:


    - If your Internet connection runs via WiFi or 3G
    - Which app you used to register (iPhone app, Android app, Web app)
    - Whether you received a confirmation link
    - What product name your smartphone has (when registering via mobile app)
    - What operating system and version your smartphone uses (when registering via mobile app)
    - What operating system your computer uses (when registering via Web app)
    - What Internet browser and version you would use to display the confirmation

  • If you don't receive any push messages from Gigaset elements on your smartphone, please check the following:

    - Is your smartphone connected with your user account? This can be done in your Gigaset elements app under CONFIGURATION, in an event category (e.g. homecoming) click on EDIT next to NOTIFICATIONS and check to see if your smartphone appears in the displayed list. If this is not the case, click on ADD --> smartphone at the bottom of the same screen to add the smartphone to your account.

    - Have you selected those events you want to receive push messages for under CONFIGURATION in the Gigaset elements app?

    - Is your smartphone connected to the Internet via WiFi or 3G? Push messages will be received faster via WiFi than via 3G.

    - Is your smartphone equipped with the latest OS? If your Apple device runs on an iOS lower than 8.1.1, most push messages will not be sent.

    Please note that the transfer of push messages is dependent on Apple (for iPhone) and Google (for smartphones with Android), who cannot guarantee that 100% of the push messages will be transferred.

    If you still don't receive any push messages, please notify our Customer Services. Please give as detailed information as possible, so that we can fix your problem as soon as possible.

  • Our main target is to ensure that your Gigaset elements is as safe as possible. To guarantee that only you can connect your sensor with your base in your environment, it´s inevitable that you click the base and the sensor pairing button at the same time. Please consider that sensor and base station shouldn´t be more than two arm-lenghts away from each other.

     

  • In order to be able to report a door or window opening or closing correctly, door and window have to know their base. By confirming once in the app, that the door and window are closed, you inform the sensor that this is the starting point. In specialists jargon this process is called calibration. Subsequent to this installation of door and window they can now correctly differ between opening and closing. 

  • If it is not possible to close a burglar alarm in the Android or iPhone-app, it may be due to the fact that your smartphone is not connected with your account. To mute the alarm without your smartphone, go to the Web app. There you can close the alarm. Then make sure your smartphone is connected to your account

  • If you don't get any events from a sensor displayed in your app, please check if the sensor is connected with base. Go to SYSTEM OVERVIEW and check whether there is a problem with the sensor (shown by a red warning symbol). If this is the case, you can check what the problem is by clicking on HELP.

    If the sensor is offline, you can also recognize this by the LED on the sensor flashing. The sensor may be located outside of the range of base (50 metres inside buildings).

    If the problem stays, it sometimes helps to remove the sensor batteries and then re-insert them again. Should problems persist, please contact our Customer Services.

  • The Rule Store allows you to set up individual rules for your home. This way the Rule Store helps you to automatize various procedures in your home. You´re not only able to create simple rules like the automatic switching of a plug in a case of motion detection; i.e. a lamp that is steered by a plug could be turned on automatically as soon as a motion is registered in the hallway. Moreover you are capable to freely arrange very complex scenarios, which could also be steered without a smartphone – by using a button. For instance you could set up a rule that automatically switches to the Away mode on working days between 10 am and 5 pm, also turns off any plug in the house and activates the siren during this time; in addition you could extend the rule to be easily undone with a simple click on your button.
    There are already some prearranged templates available when you start the Rule Store for the first time. These should help you to find easier access to the system. Generally all rules work based on the same formula: You choose an event, a sensor or another element of your system as a trigger, which starts a specific action at a predefined moment over a certain period of time.


  • To provide the highest security for your Gigaset elements system and the referring data, the cloud servers are located at a provider in Germany. This host guarantees data security and data privacy under the German data protection law. 

  • You will find out if an update is available for button or plug in two ways:

    1.Under EVENTS you will see the entry that an update is available for a sensor or siren
    2.Under SYSTEM OVERVIEW you can see if a sensor has an orange symbol attached. If you click on this sensor and the "Update" option appears, there is an update available for this sensor.

    To start an update for a sensor, go through the following steps:

    1.Go to SYSTEM OVERVIEW
    2.Click on the sensor marked in orange
    3.Click on UPDATE The sensor update can take up to 10 minutes. You will be informed by push message, when the update has been completed. Make sure you have activated push messages for system status messages under CONFIGURATION. Alternatively you can also see if the update has been completed under EVENTS in the app. Please note that you can only carry out one update at a time.

    It didn't work? Make sure that no other update is currently being carried out and that the sensor is online and try again after waiting a short time. If this still doesn't work, our Customer Services will be happy to help you. 

tutte le FAQ per argomento

  • C
    • Configuration
      • You can use the elements app to steer it from a distance by going to your dashboard and choose the menu item PLUG. There you can see all installed plugs of your system and you are able to switch them on or off individually; or use the RULE STORE to set up a rule that steers one or more plugs automatically.

      • You can use the timer function in the app if your plug should be switched on for a predefined time scale. Simply go to your dashboard and select the menu item PLUG. There you can choose the desired plug and click on the chronograph symbol. Now you can set the time frame for plug to be turned on. Confirm your configuration to start the timer. If you would like to end it earlier, you can just turn off the corresponding plug in the app or manually. You can also see every activated timer in the plug overview.
        If your plug should be switched automatically during prearranged times, you can set up a rule in the RULE STORE instead. This menu item makes it possible to configure the automated use of one or more plugs on specific days and times. This way you can program more complex scenarios.

        Please be aware that the Rule Store is still running in an experimental beta phase; some features might not be available at the moment or need some sort of fine-tuning. If you encounter problems or failures concerning this matter, we would be glad to receive your feedback. Simply contact our customer service to share your experience with us. 

    • Compatibility
      • Your plug is able to switch devices in your home remotely; this can happen manually or via the app. Thus it should only be connected to devices which are able to be steered by an adapter (like table lamps or hi-fi systems). If you´re not sure whether your device is capable of this or not, you should contact its manufacturer directly. Especially the maximal power output of the device should be aligned with plug; concerning this following specifications apply to plug:
        - Maximum switchable power: 16 A /3680 W
        - Internal overvoltage protection
        - DECT-Frequnecy: 1880-1900 MHz
        - Power source with 230 V AC, 50 Hz

  • E
    • Elements App
      • If you don't get any events from a sensor displayed in your app, please check if the sensor is connected with base. Go to SYSTEM OVERVIEW and check whether there is a problem with the sensor (shown by a red warning symbol). If this is the case, you can check what the problem is by clicking on HELP.

        If the sensor is offline, you can also recognize this by the LED on the sensor flashing. The sensor may be located outside of the range of base (50 metres inside buildings).

        If the problem stays, it sometimes helps to remove the sensor batteries and then re-insert them again. Should problems persist, please contact our Customer Services.

      • If you want to delete unnecessary events from your list, you have to follow these steps - depending on your operating system:

        IOS:


        1.Click on EDIT
        2.Tick the boxes of those events you want to erase
        3.Alternatively you might click on SELECT ALL to erase all events in the list
        4.Click on DELETE
        5.Confirm

        Android:


        1.Tick the boxes of those events you want to erase
        2.Click on the garbage bin in the upper right corner
        3.Confirm

        WebApp:


        1.Click on EDIT
        2.Tick the boxes of those events you want to erase
        3.Click on the garbage bin in the upper right corner
        4.Confirm

      • To download the Gigaset elements app on your iPad, go to the App Store and filter by device: "All". The app will be visible and you can download it. For iOS 7.0, choose the "iPhone" option.

        Currently, there is no custom app for the iPad. Unlike the iPad, it is not possible to download the smartphone app on an Android tablet.

      • If you can't log in, please check,

        - whether the password you entered is correct. If you cannot remember the password, you can reset it.

        - whether you are unable to log in on both my.gigaset-elements.com and on your smartphone app

        - if you have registered correctly. You can tell if you have registered successfully by seeing if it is possible to reset your password. If you cannot reset your password it means that your email address is not known by the system and you are not registered. In this case we ask you to re-register.

        If the problem persists, report it and we'll take care of it. So that we can help you as much as possible, please indicate in your message:
        - If your Internet connection runs via WiFi or 3G
        - Which app you have been trying to log in with (Android app, iPhone app, Web app)
        - If your registration has been confirmed
        - What product name your smartphone has (if applicable)
        - What operating system and version your smartphone has (if applicable)
        - What operating system your computer uses (if applicable)
        - What Internet browser you used (if applicable)

      • If you don't receive any push messages from Gigaset elements on your smartphone, please check the following:

        - Is your smartphone connected with your user account? This can be done in your Gigaset elements app under CONFIGURATION, in an event category (e.g. homecoming) click on EDIT next to NOTIFICATIONS and check to see if your smartphone appears in the displayed list. If this is not the case, click on ADD --> smartphone at the bottom of the same screen to add the smartphone to your account.

        - Have you selected those events you want to receive push messages for under CONFIGURATION in the Gigaset elements app?

        - Is your smartphone connected to the Internet via WiFi or 3G? Push messages will be received faster via WiFi than via 3G.

        - Is your smartphone equipped with the latest OS? If your Apple device runs on an iOS lower than 8.1.1, most push messages will not be sent.

        Please note that the transfer of push messages is dependent on Apple (for iPhone) and Google (for smartphones with Android), who cannot guarantee that 100% of the push messages will be transferred.

        If you still don't receive any push messages, please notify our Customer Services. Please give as detailed information as possible, so that we can fix your problem as soon as possible.

      • If it is not possible to close a burglar alarm in the Android or iPhone-app, it may be due to the fact that your smartphone is not connected with your account. To mute the alarm without your smartphone, go to the Web app. There you can close the alarm. Then make sure your smartphone is connected to your account

      • This is how to register with Gigaset elements:

        1. Click on REGISTER using the app or at my.gigaset-elements.com
        2. Fill in the fields provided
        3. Click on REGISTER and confirm the Terms of Use and Privacy Policy
        4. You'll get an email from us
        5. Click the verification link in this email
        6. Your browser opens and you can see confirmation of your registration
        7. Now you can log into your app or continue the purchase in the online shop.

        You got an error message after clicking on REGISTER?

        - Check that you have filled in all the required fields
        - Check to see if your chosen password is strong enough
        - Check if you have entered the correct security code
        - Could you have registered with the same email address at an earlier stage? If so, you cannot use it to register again, you need to reset your password.

        You haven't received an email confirmation?

        - Check whether the email has gone into your spam folder.
        - You may have entered your email address incorrectly. Please try to register again.


        You click on the confirmation link in the email, but cannot see any confirmation of registration in your browser?


        - For your security the registration link is only valid for 24 hours. If you registered, but clicked on the confirmation link more than 24 hours later, you have to re-register.
        - The confirmation link cannot be displayed in Android browsers <4.0. Use a different browser to confirm your registration.


        If you still can't register, report the problem and we'll take care of it. To help you as much as possible, please indicate in your message:


        - If your Internet connection runs via WiFi or 3G
        - Which app you used to register (iPhone app, Android app, Web app)
        - Whether you received a confirmation link
        - What product name your smartphone has (when registering via mobile app)
        - What operating system and version your smartphone uses (when registering via mobile app)
        - What operating system your computer uses (when registering via Web app)
        - What Internet browser and version you would use to display the confirmation

      • If you can´t remember your password, you can simply reset it. You can use the function FORGOT PASSWORD on the login screen:

        In the given field you need to enter the email address that you used to register your Gigaset elements system. Then click on CONTINUE.

        You will get an email containing a link. Follow the instructions to reset your password. Please make sure that your new password is strong enough.

         

      • If the Gigaset elements app is not shown in your language, it is most likely because your smartphone or iPhone does not have the language as the system language. As soon as you change the system language of the smartphone to your language, the app will also be displayed in your language when you next open it.

        After this you might change the system language back to your preferred language. English is then stored as the preferred app language (applies only to iPhones).

        How to change the system language on your iPhone to your preferred language: Settings > General > International > Language > Choose language (English, German e.g.)

        How to change the system language on your smartphone with Android: Settings > My Device > Language and input > Language > Choose language (English, German e.g.)

      • Um Updates für Ihr Gigaset elements System problemlos durchführen zu können, finden Sie hier ein Video zu Anleitung und Hilfe. 

      • In order to provide best protection for your Gigaset elements system, your password must be at least 8 characters long, with at least

        - 1 number
        - 1 special character (+, *, #, !, etc.)
        - 1 upper case letter
        - 1 lower case letter

        In addition, your password is not allowed to contain your first or last name. 

      • Currently the app is available in German, French, English, Italian, Dutch, Swedish and Czech. To make sure, that the English version of the Gigaset elements app starts, you only have to set your smartphone´s system language to English.

      • To ensure that your smartphone is compatible with Gigaset elements, you can simply look up your mobile OS in the following list of supported systems.

        iOS: > iOS 6

        Android: > Android 4.4

      • If there’s a program installed or a function activated that deletes background processes automatically, the functionality of your elements widget might be impaired. This might be due to the automatic elimination of processes, since it cuts the connection to your Gigaset elements App; this makes a relogin to the app necessary.
        Some of these programs make it possible to exclude specific apps from the elimination; simply add the Gigaset elements app to one of these lists to ensure the functionality of the widget. Please contact the programs producer if you’re not sure, whether the program supports exclusion or not. 

  • I
    • Installation / Configuration
      • Please use the plug only for sockets that are easily accessible(with a maximum distance of 50m to its base). You can then disconnect the plug quickly and easily from the power supply if an incident happens.

        The location of your plug depends on the electrical device you would like to steer with your smartphone. After its registration in the system plug works as an adapter; so you should use it as a connection between the power socket and the device. Now you can turn it on and off separately or set up a schedule for the automated switching of your device´s power supply. 

  • P
    • Product information
      • If a sensor is shown as offline in the app, it might be for two reasons:


        1.The sensor or the sirens are located outside of the range of base (max 50 m inside buildings). In this case the LED flashes on the sensor.
        2.The sensor battery is flat (does not apply to mains-powered sirens). If you get a message in the app that the battery is almost flat, this is most likely the reason. By clicking on the filter function in the event list you can find this message quickly. In this case the LED on the sensor does not flash.

      • No. It is not possible to connect the sensors to the classical DECT base station designed for telephony service. 

      • If you want to delete data which is gathered inside the app, i.e. to improve the clarity, you can simply erase events from the list. Here we will give you more information about this process.

        To make a reset of your Gigaset elements system, i.e. to adjust it individually for a new apartment, you only have to unclaim your base. You can find the necessary steps here. As soon as you have unclaimed the base station you can register it again and set new friendly names for your sensors or modify the configurations for your new home.

        It is also possible to delete all your personal data at Gigaset if you are no longer satisfied with your system. The deletion of your personal data from Gigaset elements works as follows:

        1. Log into the web app and go to EDIT PROFILE.
        2. Click on DELETE ACCOUNT in the lower left corner.
        3. Confirm the process.
        4. You have to enter your password to provide that only you are able to delete your account.
        5. Click on OK.
        6. You´ll get a confirmation via email.
        7. Click on the verification link in the mail to accept the deletion.
        8. Your personal data will be deleted within the next working day.
        During this process your base will also be unclaimed from your account, so now you can sell your Gigaset elements or give it as a present. All events and settings will be erased too. 

      • No. The starter kit offers you an increased sense of security at an attractive price. It is an information system to notify you about events at your home. It is not a professional and certified alarm system, so it will not be approved by your insurance company. 

      • If a sensor is online, its LED is off and it will be displayed as online in the app (go to the SYSTEM OVERVIEW in the app, select the sensor and click on HELP to view the status). If the LED is flashing, the sensor is outside the range of base.
        If the sensor's LED is off, but the sensor is shown in the LED as offline, it is very likely that the batteries are flat.

      • Protection of personal data is of great importance to us. We conduct our activities in compliance with applicable regulations on data privacy protection and data security. We only collect personal data (f.e. name, address, phone number and email address) if they are needed for a contractual relationship or if you make them available by your own choice (e.g. during the registration process).

        Your data is only passed on to third parties, if it is necessary for the purpose of contract execution or billing.

        For the purpose of using your Gigaset elements, datastreams that flow from the sensors via the base station to the Gigaset elements server environment are recorded anonymously so Gigaset Communications GmbH is not able to link certain people to their system use.

        Please also note our detailed rules concerning data protection as well as our terms of use. 

      • The wireless sensors are usually in an almost-off mode and only activate the radio channel for a short period of time, for example if data has to be transferred.

        Because of the DECT-ULE standard an insignificant amount of emission occurs within these transfer times, which furthermore lies far below the legal limit of 2 W/kg. 

      • You can receive push notifications on your smartphone or have emails sent to your address. You can also take a look at your smartphone app or log in to your personal section anytime: https://my.gigaset-elements.com 

      • Once you've started an update you don't need to do anything else. Updating the base station usually takes a few minutes, updating the sensors can take between 15 and 30 minutes (since it is transmitted wirelessly).

        You can see in your event list, when an update has been completed. Please note that door, window and universal need to be calibrated after a successful update.

      • window, door, motion and base are not protected against spray water, so we can´t recommend to use them in moist areas. Persistent humidity might also damage the sensors. 

      • The protection of your system and your personal data are of great importance to us. To provide the highest possible level of security you should consider following these points:


        1. All updates concerning the app, the base or one of the sensors should be done immediately.
        2. You should only operate an encrypted WiFi at home, with a password as complex as possible.
        3. Furthermore you should at least meet our requirements when choosing a password for Gigaset elements; or even try to exceed them.
        4. Your chosen password should not be stored in plaintext under any circumstances.
        5.You should change your password at regular intervals.


        By following these steps you can help to improve the safety of your Gigaset elements system to a maximum. 

      • The LED on the sensors is switched off during operation to save power. If it is flashing, it means that the sensor is too far away from the base station or not connected to base (either because it is offline or if the sensor is not connected to the base station).

        The sensor LED also indicates the progress of the login process with base: if you hold down the pairing button on base as well as the one on the sensor simultaneously, both base and the sensor start to flash. When the flashing stops, you know that the sensor is logged in to base.

      • After a successful update the sensor or your base station is up to date. If you have carried out an update of door or window, it must now be set up again. This can be done from the system overview in the app:
        - First click on the sensor that has been updated and click on SET UP. Then simply follow the instructions in the app.

      • Yes. When you move you can connect base to your internet router the same way as before. Your sensors stay connected despite your moving. We still recommend to set up your sensors once again to make sure that they provide you with information as reliable as before.

        Please also consider that you can´t reuse the adhesive strip when adjusting door, window and motion in your new home. Let us know and we will send you new strips for free. 

      • To provide the highest security for your Gigaset elements system and the referring data, the cloud servers are located at a provider in Germany. This host guarantees data security and data privacy under the German data protection law. 

      • You can sign up to our newsletter, which keeps you informed about Gigaset developments on a regular basis. Just click "Newsletter" in the footer and enter your email address.

        In addition you have the opportunity to follow us on Facebook and Twitter. 

      • Our main target is to ensure that your Gigaset elements is as safe as possible. To guarantee that only you can connect your sensor with your base in your environment, it´s inevitable that you click the base and the sensor pairing button at the same time. Please consider that sensor and base station shouldn´t be more than two arm-lenghts away from each other.

         

      • In order to be able to report a door or window opening or closing correctly, door and window have to know their base. By confirming once in the app, that the door and window are closed, you inform the sensor that this is the starting point. In specialists jargon this process is called calibration. Subsequent to this installation of door and window they can now correctly differ between opening and closing. 

      • If you are adding a new door or window sensor to your Gigaset elements or want to set up the door sensor in your starter kit, you have to set this up in the app:

        1. In order to set up door or window, the sensor has to be in the correct position on the door or the window (for at least one minute before the setup procedure is started in the app).
        2. You will be asked by the app to open the door or the window. If your window or door is open at this time, close it and open the window/the door again immediately afterwards.
        3. Then you will be asked to close the door or the window. After you have done this, click on the button at the bottom of your app screen.

        It didn't work? Check if

         - the sensor is online (if the LED on the sensor flashes, the sensor is offline)
        - the battery is inserted in the sensor •whether the sensor has already been on the door/window for a minute before you started the setup
        - this is the correct sensor (if you're in the process of setting up multiple sensors)
        - it may work with the web app instead of the smartphone app (or vice versa)

        You are still having difficulties?

        Please contact our Customer Services and describe the problem in as much detail as possible. The following information will be helpful:

        - which app (Android, iPhone, Web app) you tried
        - product name of your smartphone and version of your smartphone operating system (if applicable)
        - version of your Gigaset elements app (if applicable)
        - internet browser and version used (if applicable)
        - your computer's operating system (if applicable)

  • R
    • Rule Store
      • The Rule Store allows you to set up individual rules for your home. This way the Rule Store helps you to automatize various procedures in your home. You´re not only able to create simple rules like the automatic switching of a plug in a case of motion detection; i.e. a lamp that is steered by a plug could be turned on automatically as soon as a motion is registered in the hallway. Moreover you are capable to freely arrange very complex scenarios, which could also be steered without a smartphone – by using a button. For instance you could set up a rule that automatically switches to the Away mode on working days between 10 am and 5 pm, also turns off any plug in the house and activates the siren during this time; in addition you could extend the rule to be easily undone with a simple click on your button.
        There are already some prearranged templates available when you start the Rule Store for the first time. These should help you to find easier access to the system. Generally all rules work based on the same formula: You choose an event, a sensor or another element of your system as a trigger, which starts a specific action at a predefined moment over a certain period of time.


  • U
    • Update
      • You will find out if an update is available for button or plug in two ways:

        1.Under EVENTS you will see the entry that an update is available for a sensor or siren
        2.Under SYSTEM OVERVIEW you can see if a sensor has an orange symbol attached. If you click on this sensor and the "Update" option appears, there is an update available for this sensor.

        To start an update for a sensor, go through the following steps:

        1.Go to SYSTEM OVERVIEW
        2.Click on the sensor marked in orange
        3.Click on UPDATE The sensor update can take up to 10 minutes. You will be informed by push message, when the update has been completed. Make sure you have activated push messages for system status messages under CONFIGURATION. Alternatively you can also see if the update has been completed under EVENTS in the app. Please note that you can only carry out one update at a time.

        It didn't work? Make sure that no other update is currently being carried out and that the sensor is online and try again after waiting a short time. If this still doesn't work, our Customer Services will be happy to help you. 

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