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Many common issues — pilot and ignition problems, thermocouple/thermopile faults, remote and receiver issues, switch wiring, blower problems, and dirty components — can be diagnosed on video. If your issue needs hands-on work, we'll tell you and can connect you with a local pro.

It's one-way video. Right after you book, we email you a secure link to our own video call page, plus a 6-character join code, from [email protected] (look for the email titled JOIN YOUR VIDEO CALL). At your appointment time, tap the link (or go to fireplacehelpline.com/join and enter your code), allow camera and microphone access, and point your phone at the fireplace. The tech sees what your camera sees and talks you through it by voice. You can also send photos, files and messages in the call chat. We record the call's audio and a transcript, not the video, and the tech may save still snapshots from your camera, for example of a rating plate. No Zoom, FaceTime, or app download needed.

On purpose. The tech joins audio only so the call stays focused on your equipment. You don't need to watch a face on a small screen while you hold a flashlight and a screwdriver. Just listen and follow along. It also keeps things simple and private on both ends.

No. The call runs in your phone's web browser (Safari or Chrome) from the secure link we email you (or by entering your join code at fireplacehelpline.com/join). It opens your rear camera by default, and you can switch cameras or turn on your flashlight where your phone supports it.

Usually just a smartphone, a flashlight, and sometimes a screwdriver. If a multimeter would help, we'll let you know when you book.

Your fireplace's brand and model number (often on a rating plate under the bottom louver or behind the control panel), and a photo or short video of the problem.

Some tasks are safe for homeowners; others require a licensed gas technician. We only guide you through steps that are appropriate, and we'll stop the call if something looks unsafe. If you smell gas, leave the home and call your gas utility or 911.

Submit a free 'Find a Local Pro' request and we'll try to match you with a vetted contractor in your area.

Quick Fix is $49 for up to 15 minutes. Full Diagnostic is $89 for up to 30 minutes. Priority Fix is $139 for up to 30 minutes, with priority scheduling and a follow-up from our team with a parts quote if you need parts. No call runs longer than 30 minutes. You're paying for expert time; results depend on the equipment.

Yes, the Fireplace Helpline Promise. If your call doesn't leave you with a clear next step, whether that's a fix, a diagnosis, or the part or pro you need, email [email protected] within 7 days and we'll refund your call fee. No hoops. And if a part we sold you doesn't fix the problem, your follow-up call is half price. The refund covers one call per household per issue, and it doesn't apply when the call can't happen on the customer's end (for example, no camera access or no connection after we've tried). See our Terms of Service for details.

Yes. To cancel or reschedule, email [email protected]. Cancel at least 24 hours before your call for a full refund. You can reschedule for free up to 2 hours before your call. If you cancel less than 24 hours ahead, don't show up, or join more than 10 minutes late, the call counts as used and isn't refunded.

After you tell us about the problem on the booking page, you're taken to our Square booking page for the call type you chose. Tap Add, then Next, pick a time, and pay in full securely with Square. We never see or store your card number.

We connect you with the next available tech, same-day when possible (we can't promise an exact response time). The tech explains the diagnosis and next steps on the call, and if you need parts, you get a follow-up from our team with a parts quote.

Yes. Send us a part request with your fireplace brand and model (a photo of the rating plate helps). We look up the correct OEM or compatible part and reply by email with price and availability. We'll confirm fitment and price with you before you pay.

Parts ship by standard ground shipping once you approve your quote and pay. Because every part is sourced to your specific model, returns are reviewed case by case. Contact us before sending anything back. Electrical parts (control modules, valves, boards, igniters) and special-order items can't be returned once ordered. Parts carry the manufacturer's warranty only.

We work with all the major brands, including Napoleon, Heat & Glo, Heatilator, Majestic, Monessen, Superior, Lennox, Vermont Castings, Mendota, Regency, Valor, Empire, Kingsman, Hearthstone, Fireplace Xtrordinair, Quadra-Fire, Montigo, Town & Country, and Jøtul, plus most other gas fireplace, insert, and stove brands. We help with wood and electric fireplaces too. If you're not sure what you have, send us a photo. Brand names are trademarks of their owners; we're independent and not affiliated with any manufacturer.