Contact support
The fastest way to reach Mother Hen support is by email.
Response window
Section titled “Response window”We aim to respond within 24 hours. The system monitors your coop 24/7, but the human on the other side of the email responds during normal working hours and within a one-day window.
Customers in their first year of subscription receive priority response.
What to include in your email
Section titled “What to include in your email”A good support email gives us everything we need on the first reply. Please include:
- Your customer number. Printed on the subscription welcome card that came in your Base Kit.
- Your Controller short identifier. Visible in the Portal under your Controller’s card, and printed on the bottom of the Controller itself.
- The approximate time of the issue. Your local time with timezone is fine; we do not need UTC.
- What you observed. What color was the Egg? What did the Portal show? Did an SMS arrive? Did it not arrive when you expected one?
- What you already tried. If you walked through a troubleshooting page on this site, tell us which one and where the trail went cold.
A short email with all of the above gets you a faster answer than a long email without it.
Plain-English summary
Section titled “Plain-English summary”If the system is doing something you do not understand, write what you see, when you saw it, and what you think it should be doing instead. We will sort out the rest.
Last updated: 2026-05-14.