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Trying to contact support is impossible. The Phillips website contact support sends us to Phillips Hearing Solutions. I don't have Hearing Aids!!! I need technical support for my SmartSleep device. Phillips Hearing Solutions tells me they don't have contact information for SleepSmart devices and to wait for the website to be fixed. Its been almost a month and it's still broken. Do better Phillips... This is ridiculous.
Developer reply
Thanks for reaching out! We're sorry to hear about your experience trying to get support for your SmartSleep device. To help us better assist you, please contact us at https://philips.to/4q2KfYU. If you're still unable to reach the appropriate team, please include details about your SmartSleep model and your region so we can investigate further.
App becomes very slow and barely usable after several months of use. Fixed the issue before by reseting the app and the device itself, but it's a hassle and took several attempts. Clicking on "my sleep" opens the "time in bed" window after 10 seconds of loading. Opening "bedroom conditions" takes another 10 seconds. "sync now" takes 15-20 seconds to update the graph, but many times nothing happens. Very frustrating. Would be great to have integration with Google Health Connect and Spotify.
Developer reply
Sorry — that’s frustrating. 1. I’ll report the slowness and request Google Health Connect + Spotify integrations. 2. Quick fixes: force‑close app, restart phone, clear cache or reinstall, and update app/OS. 3. Please send app version, phone model + OS, and a short video or timings if you want me to escalate.
Syncing can be finicky sometimes, although I've noticed occasionally 5he problem is just that I was behind a VPN, so that was my fault. Also, it would be nice if the app had control widgets so users could do things like turn the light on and off, or turn off the alarm, without fully opening the app.
Developer reply
Thanks for your thoughtful feedback, Nastassja. We’re glad you’re enjoying the app overall and appreciate you sharing your experience with syncing and VPN use. Your suggestion about widgets for quick control is a great idea. Please keep the app updated, and if you need help, visit https://philips.to/4q2KfYU.
It's awesome to wake up to! However, setting it up has been difficult at times.
Developer reply
Hi Jenene! Thank you so much for your feedback! It's greatly appreciated! If you need help, we're here 24/7: ▶️ https://philips.to/4rQPr3t ◀️ 🩵
App funktioniert nicht ordnungsgemäß. Die Verbindung zwischen Gerät und App geht immer wieder verloren. Auch ein Reset funktioniert nur kurzzeitig.
Developer reply
Hallo Kiyan, danke fürs Feedback! Das klingt frustrierend, und das möchten wir gern lösen. Bitte stelle sicher, dass Bluetooth aktiviert ist und dein Gerät nah am Handy bleibt. Starte App & Gerät neu. Wenn es weiter passiert, kontaktiere uns hier: https://philips.to/3NxwfI1
Have you every experienced your alarm go off then it asks you to re login when you're dead asleep and trying to hit snooze? Have you ever had your alarm go off and it wont connect to your wifi to turn it off? Do you like waking up angry to start your day? Hopefully you like these experiences because they will happen ALL THE TIME....The app for this crazy expensive clock is trash....
Developer reply
Hi Trevor! Thank you for sharing your experience. Please try updating the app and clock firmware, reboot clock and router, forget/re-add the Wi‑Fi on the clock, and reinstall the app. If the alarm still prompts login or won’t stop, please contact us through our support page for further assistance: ▶️ https://philips.to/4rQPr3t ◀️.
WiFi setup is far too complicated. If anything fails you have to go through the entire setup workflow again. I've had this working before, but the app "forgets" the light from time to time and then it's 20 times through the setup workflow just hoping it will work this time. There are easy solutions: my light is already on the WiFi, please connect to it, or let me plug a USB cable from the light to my phone. But no, the app has to be clever. I'll ditch this device for a stupid one that works.
Developer reply
Thanks for sharing your thoughts. We’re focused on making setup smoother and keeping devices connected reliably. Your ideas on direct connect/USB pairing are valuable and noted for our team. For tailored assistance anytime: https://www.philips.com/contact
April 2015: Love the device + features but the app is terrible. At least 1x/wk I have to reconnect app to wifi & about 1x/mo reset & then reprogram all my detailed alarms. UPDATE 12/16/'25: after customer service offered to replace unit since it's under warranty, seemed to work a bit better for several months. Unfortunately now back to resetting every few days which is tough b/c winter is always hardest for me to wake up in the a.m. Will likely call back & start a return & see if that fixes it.
2 people found this helpful
Developer reply
Thank you for your update! We're sorry to hear that you have to reset your Somneo every few days again in order to re-establish the connection to the app. That of course shouldn't be the case. Indeed, please feel free to call our colleagues again for further assistance. We hope that replacing the device will bring permanent improvement. KR
The app does not transfer its data correctly. You need to go through the entire setup process every time you change your phone. Signing in does not help.
Developer reply
Thank you for writing a review about SleepMapper, Wojtek. We're sorry to hear that you're facing issues in retrieving your data on your new phone. Please get in touch with our colleagues from consumer care via one of the options mentioned on the contact page on the Philips website, so they can look into this further. They'd be happy to.Kind regards
not that easy to use, no options to import own custom sounds as the selected few aren't it for me. u cannot adjust alarm if not connected to same wifi that the clock is on. so often have that the app is slow. currently app is saying I'm connected but no features like turning on the light etc work (and yes I'm on the same network as the clock). if the clock works it's fine but the app makes the user experience horrible
1 people found this helpful
Developer reply
We're sorry to hear that you're disappointed with the features and performance of the app, Pernille. We'll let our development team know you'd like to be able to import your own sounds and to change the alarm when you're connected to a different Wi-Fi. Please contact us via the Philips website for assistance with the issue you're facing. Thank you!
From 197 saved reviews since 17 Dec 2018, all countries.
Share of the 120 negative reviews that mention it
“Getting the app to sync with the device for setup is also painfully difficult and failure prone even though the WiFi is fully functional.”
“Features have been broken for two years now and somehow getting worse.”
“Even when I sign in as guest, it asks me to agree to the terms and conditions.”
“I bought the more expensive clock specifically for ease of use with the app, but it often just doesn't connect.”
“Getting the app to sync with the device for setup is also painfully difficult and failure prone even though the WiFi is fully functional.”
“Did Philips even test this interface?”
Share of the 57 positive reviews that mention it
“Some room for improvement though on the Wake-up Light itself: > natural sounds definitely need to be longer than just 15 seconds before they repeat > the bui…”
“This one a one star while the app was broken, but the app works well, is easy to use and provides all the functionality it needs to provide a good experience.”
“I love it so much but I take forever to fall asleep and wish I could leave it on for a couple hours.”
“Can't think of anything I'd change except adding the ability to play your own music in future models maybe.”
“I always run it with the rain sound effect, which is amazingly soothing.”
A drop after an update usually means the update broke something.