🎉 Congratulations on Your SugarPixel!
Getting Help
How to reach support if you get stuck
Check the Help section in the app first — it links directly to the manual, troubleshooting, and support. If you still need help, connect to your SugarPixel and tap the Contact Support button in the help popup on any screen.
For accurate support, please contact us directly. Third-party advice from Facebook groups or forums is often incorrect. We don't offer phone support, but aim for fast, accurate written responses.
What's in the Box
Check your Classic or Mini box contents before continuing
Classic What's in the Box
SugarPixel Classic box contents
Some items may be wrapped in bubble wrap:
- SugarPixel
- Round vibration puck
- USB wall charger
- USB power cable
Missing something? Email support@customtypeone.com before continuing.
Mini What's in the Box
SugarPixel Mini box contents
Some items may be wrapped in bubble wrap:
- SugarPixel Mini
- USB wall charger
- USB power cable
If you also ordered a Bed Shaker, it arrives in a separate box containing:
- Alert adapter
- Bed shaker
- Power cable
- USB power brick
Missing something? Email support@customtypeone.com before continuing.
Plug In
How to connect your cables and external alert devices
Important: Incorrect setup can prevent alarms, damage the device, create a fire risk, and void the warranty.
- Remove the red warning sticker from the back (if present).
- Connect using the supplied cable and USB wall charger only. If your country's outlet doesn't match, use a wall outlet plug adapter — not a third-party charger.
- Classic Plug the vibration puck (small round disc with a headphone-style plug) into the back of SugarPixel.
- Mini If you ordered the Bed Shaker, plug the alert adapter into the wall charger and into power, then plug the bed shaker into the alert adapter.
Hardware Test
Verify the display, speaker, and vibration puck are working
If the display shows "Run Hardware Test" on startup, press and hold the snooze button until the screen shows "Testing", then release. The test checks the display and speaker. Classic Also tests the vibration puck.
SugarPixel reboots automatically. When you see Classic "Add WiFi in App" or Mini "Connect App to Setup WiFi", you're ready to continue.
⚠️ Troubleshooting: Re-Running the Hardware Test
If you ever need to run the hardware test again to verify the display, sound, and vibration puck
1Unplug everything
Unplug both ends of the cable, the vibration puck, and the power adapter from the wall.
2Classic Reconnect the puck
Plug in the vibration puck.
3Connect the cable to SugarPixel
Plug the power cable into SugarPixel.
4Connect the cable to the adapter
Plug the other end of the cable into the wall adapter (but not into the wall yet).
5Hold the snooze button and plug in
Hold down the snooze button, then plug the adapter into the wall.
6Release when "Testing" appears
The screen will show "Testing" — release the button. The test cycles through the display colors and speaker. Classic Also tests the vibration puck.
Use the Next Article in Topic button to continue setup.