Support
Find answers to frequently asked questions below.
General Questions
Yes, the GrillirG Control app is completely free to download and use.
You can update the app through the App Store (for iOS) or Google Play Store (for Android). We recommend enabling automatic updates to ensure you always have the latest features and security enhancements.
The user manual is included with your grill purchase. If you have lost it, you can find a digital copy from GrillirG Control App, via tapping "Settings" tab - "ABOUT GRILLIRG" - "MANUAL".
Login Issues
Please ensure that you have enabled two-factor authentication for your Apple ID and that you are using a device with iOS 13 or later. If the issue persists, try restarting the app or your device. Also, check Apple's system status page to ensure their services are operational.
Make sure you have the latest version of Google Play Services installed on your Android device. Clear the cache for both the GrillirG Control app and Google Play Services.
First, please check your spam or junk mail folder. If it's not there, try adding our email address, primepolaris@prime-polaris.com, to your contacts or safe sender list. Network delays can also cause a lag, so please wait a few minutes. If you still haven't received it, use the "Resend Code" option.
Device Binding Issues
Please ensure your grill is powered on and within Bluetooth range (typically up to 30 feet/10 meters). On your phone, ensure Bluetooth is enabled and that the GrillirG Control app has been granted Bluetooth permissions in your phone's settings. Try turning your phone's Bluetooth off and on again, then re-search the device in the app.
Network setup issues are often related to your Wi-Fi signal. Please verify that your grill is in a location with a strong and stable 2.4GHz Wi-Fi signal (5GHz networks are not supported). Double-check that you have entered the correct Wi-Fi password. If the problem persists, try restarting your router and the grill, then attempt the setup process again.
If the app finds your device but fails at the final binding step, it could be a temporary cloud service issue or a data mismatch. Please tap 'ADD DEVICE AGAIN' at the final binding step. If that doesn't work, we recommend resetting the grill (please consult your user manual for instructions on how to do this), removing the device from the app if it appears partially, and then starting the entire pairing process from the beginning.
Contact Us
If you are still having issues, please contact our support team.