# SoftBank Robotics documentation What's new in NAOqi 2.8?

# Contacting customer support for Pepper

To contact our customer support team:

Step | Action
--- | ---
| Submit your request using this on-line form: https://www.softbankrobotics.com/support
| Be as specific as you can, and at least, provide the Serial number of your robot. See below some tips in order to collect all required information.

## How to find the Serial number of your Pepper

It begins with “AP99” and consists of a combination of 20 letters and numbers.

Here are different ways to find it:

Ways | Description | Comment
--- | --- | ---
A | It is written on the invoice of your robot. | If you have several robots, you may not use this way as you may have put all the invoices together.
B | It is written on the box containing your robot. | If you have several robots, you may not use this way as you may have mixed the boxes.
C | You can find it on a small sticker on the robot, below the Stop button. You need to include the two lines to get the full serial number.

## Preparing Pepper for shipping

Your Pepper stores data in his memory, making him unique and customized.

Before shipping your Pepper, it is recommended to back up and erase all these personal data.

To do so:

Step | Action
--- | ---
| Back up on a computer the personal data of your Pepper. For further details, see: Back up my robot user data.
| Re-install the system image with the Factory reset option selected. For further details, see: Erasing Pepper’s memory.

Note

You can also apply this procedure when you want to lend your robot but not share your personal data.

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