App support
Help with the House of Ovelle app for iOS and Android. For orders, shipping and returns, see Contact us.
Write to us from inside the app
The quickest route is Account → Help and contact. The message arrives with the things that are otherwise hard to describe — which diffuser, what the connection is doing, which version you are on — and the app shows you that list before you send it. You get a reference like OV-7K3M2P back.
You do not need an account to use it. If you cannot sign in, that is exactly when we want to hear from you.
By email: sales@houseofovelle.com.
The app cannot find my diffuser
- Plug it in and switch it on at the unit. Stand within a few metres — Bluetooth reaches across a room, not a house.
- A diffuser talks to one phone at a time. If someone else in the house has the app open on it, close it there first.
- The Nomad has no Bluetooth. Its intensity and timer are set on the device itself, and it will never appear in the app. Nothing is wrong with it.
- On Android, nearby-device permission and location services both need to be on before any app can discover Bluetooth devices.
It says "out of reach" but it is right there
Usually the diffuser has lost power rather than signal — a switched socket or a timer plug is the usual culprit. Check the light is on at the unit. If it is, turn Bluetooth off and on once on your phone; the app reconnects by itself when the diffuser answers.
The days remaining look wrong
Ovelle diffusers have no oil sensor. The app works the level out from how long the pump has actually run since you last told it you refilled. If you topped a bottle up without recording it, open the diffuser and tap I refilled it — that resets the count to full.
Changing or pausing a refill subscription
Open Subscriptions from your account in the app. You can skip the next delivery, change how often it arrives, swap the scent, add a bottle to the next box, or cancel — without writing to us.
Notifications are not arriving
Check notifications are allowed for House of Ovelle in your phone's settings. Inside the app, Account → Notifications shows which kinds are on. Marketing messages are off unless you turn them on.
Signing in
Sign-in uses your House of Ovelle store account and has no password — we email you a code. Use the same address you ordered with and your warranty cover and orders appear by themselves. The app works without signing in; everything to do with your diffusers is available either way.
Your account and your data
What the app stores is set out on App privacy. You can delete your account and everything attached to it from Account → Delete account, or see Delete your account.
Warranty
Every Ovelle diffuser is covered for 12 months. Nothing to register — see Warranty.