Relay (relaypro.com)

Contacts & Login

• Official website: https://relaypro.com/
• Support (Relay Knowledge Base): [email protected]
• Customer Care (Privacy Policy contact; same number on SEC Form D): 919-230-4307
• Relay Dash (customer login; Help > Customer Support > Phone Support or ticket): https://dash.relaypro.com/
• Billing questions (address exactly as displayed on Relay's billing notice): [email protected]
• Privacy requests toll-free (Privacy Policy): 833-785-4411
• Legal/privacy contact (Privacy Policy): [email protected]
• relaygo.com (domain named in the 2020 CPSC recall notice; served the Relay site on 2026-10-01): https://www.relaygo.com/

Locations

Using or buying Relay smart radios? What to check

Relay, Inc. (relaypro.com) sells push-to-talk smart radios and a cloud subscription, mainly to organizations. Its pricing page does not publish prices and says "the cost of your Relay service plan depends on the features and capabilities that are right for your team." People searching this name are usually an administrator reviewing a Sales Order or an employee handed a Relay at work. What Relay's own pages say, as read on 2026-10-01:

• Business contract terms. The Enterprise Master Agreement Terms (the page shows no revision date) say a subscription "will renew for a Subscription Term equivalent in length to the then expiring Subscription Term" unless a Sales Order says otherwise (section 3.1), and either party may end it at the end of the term with notice "no less than thirty (30) days prior" (3.2). If a customer ends early it "must pay within thirty (30) days any then unpaid Subscription Charges associated with the remainder of such Subscription Term" (3.4), and "no refunds or credits" are provided for early termination (3.5), except for termination for cause under 3.3. Where the agreement and a Sales Order conflict, "the terms of the Sales Order govern," so the signed Sales Order is the document to read for term, price and return rights.
• Warranty. The Statement of Limited Warranty gives one year for the Relay+ device and accessories, three years for RelayX and RelayM, and ninety days for refurbished units, each "provided you have a current subscription for Relay services." At Relay's "sole discretion" it will repair, replace or refund the purchase price. Exclusions listed include "normal wear and tear; (2) accidents; (3) misuse" and water damage. The same page also says implied warranties are limited in duration to the express warranty period, written as "EITHER ONE YEAR OR NINETY DAYS, DEPENDING ON WHETHER YOUR RELAY IS NEW OR REFURBISHED," while its express terms give three years for RelayX and RelayM; the page does not reconcile the two statements. To make a claim the page says to contact Relay by email (it displays [email protected]) with name, contact information and the device serial number, and that a purchase receipt may be required.
• Fleet Shield. Fleet Shield Terms describe replacement of lost, stolen or damaged devices at "fifty percent (50%)" of the then-current MSRP, a same-generation fleet refresh at "$75.00 USD per Device" at the end of a term if the customer signs a new three-year Service Agreement and trades in the whole fleet (the terms say same-generation refresh is only available for models not designated End-of-Life and that "Customers with Relay+ Devices must upgrade to a newer generation"; a new-generation upgrade is priced at "fifty percent (50%) off the then-current MSRP"), "standard shipping rates apply" on replacements, refreshes and upgrades (Relay covers standard shipping only for approved warranty claims), and a requirement to return legacy devices "within thirty (30) days of receiving the new or replacement Devices." The terms add that Relay "reserves the right to change the terms of this program from time to time, including cancelling it." Two Relay pages differ on what is covered: the Fleet Shield Terms (3.1) say the manufacturer's warranty covers "an operational failure, including from accidental damage such as drops," while the Limited Warranty lists "accidents" as an exclusion; the Fleet Shield Terms refer readers to the Limited Warranty for the "complete and definitive description," and the Fleet Shield marketing page promises "full, no-cost device replacements for all covered failures, including worn-out batteries." Ask Relay in writing which text applies to your agreement.
• Support and billing. Relay's Knowledge Base says to log into Dash, click Help, then Customer Support, and choose Phone Support ("You will receive a call from our support line") or "Open A Support Ticket." It states support hours of "Monday-Friday 8am-12am Eastern" and that "Phone support is limited to Account Owner and Administrator permissions at this time and is not available for all end users." If you cannot log in, it says to contact your Customer Success Representative or email [email protected]. Relay's billing notice (relaypro.com/new-billing-experience, also shown at account.relaypro.com) says "Please contact us at: [email protected]" and says invoices are sent from [email protected]; both addresses are quoted exactly as the page displays them on 2026-10-01. In September 2026 Relay announced that its Relay for Frontline Teams app is being replaced by two apps, Relay Communicator (everyday communication) and Relay Admin (configuration and fleet management); its post says existing users "will automatically be updated to Communicator" with channels, contacts and settings carried over.
• Emergency and panic alerts. Section 10.3 of the Enterprise Master Agreement Terms says use of any emergency or panic feature depends on a network connection (cellular, LoRa where the product has it, or the customer's Wi-Fi), that when no connection is available "any attempt to transmit an alert by a Relay device will not be received," and "YOU SHOULD IMPLEMENT SECONDARY MEANS OF COMMUNICATION, AS APPROPRIATE UNDER THE CIRCUMSTANCES." Organizations that rely on these features for safety may want to review that section with their own advisers.
• Disputes. The Enterprise Master Agreement (section 13) requires a written Escalation Notice, an executive meeting within 15 days, then mediation, then a jury waiver and arbitration under American Arbitration Association commercial rules in Wake County, North Carolina, on an individual basis (class and representative actions are barred); it is governed by North Carolina law. The 2018 Consumer Terms of Service contain a similar arbitration and class-action waiver clause. The agreement directs notices to Relay to be sent by courier or U.S. mail to 2230 Bandmate Way, Ste 500, Raleigh, NC 27607, Attn: Legal Department, and says that for thirty days after termination or expiration Relay will, on request, make Service Data available for export or download if the customer pays "the reasonable costs of export and/or download" (section 3.6).
• Voice recordings and privacy requests. The Privacy Policy (effective January 1, 2022) says "We retain a recording of your message for a limited time" and that voice commands are sent to Google Cloud Platform for speech recognition. Access, portability and deletion requests can be made through Relay's online form or by calling (833) 785-4411; the policy's contact address is [email protected].
• Older consumer devices. Relay's Families page says it discontinued "Relay for Families" effective September 15, 2024, and that a customer could end service earlier by canceling each active Relay in the account portal. The Consumer Terms of Service ("Last revised May 8, 2018") remain posted: a one-month initial service term that renews monthly unless ended with 30 days' notice, and, for devices bought directly from Relay, cancellation "WITHIN 30 DAYS of Your Delivery Date" with the device returned; the same terms say a customer disputing a charge must pay it in full by the due date and then submit written notice "within thirty (30) calendar days of the date of the disputed charges" through Relay's electronic tools. Charging cables sold from May 2018 through May 2019 were the subject of a 2020 CPSC recall described in the next section.
• Outside routes. A problem with a recall remedy can be reported on the CPSC "Recall Complaint" form linked from the recall page. For a general consumer complaint, the North Carolina Department of Justice offers online complaint forms and says it cannot give legal advice or represent individuals. The searches described under the complaint record found no BBB profile to file against.

CPSC charging-cable recall (2020) and FCC equipment authorizations

CPSC recall 20-139 (June 17, 2020). The U.S. Consumer Product Safety Commission page titled "Republic Wireless Recalls Relay Charging Cables Due to Overheating and Burn Hazards" lists the product as "Charging Cable for Relay Screenless Communication Devices," about 15,000 units, with the hazard "The charging cable can overheat and partially melt, posing a burn hazard" and the remedy "Replace." It says "Republic has received two reports of incidents of the charging cable overheating. No injuries have been reported." The cables were sold with some Relay devices and separately "from May 2018 through May 2019" at "Relaygo.com, Target, and Amazon"; "Affected charging cables do not have the Relay logo on the back of the portion of the charging head that connects to the Relay device," and "After October 2018, Relay devices were manufactured and packaged with cables containing additional circuitry in the charging head." The remedy text reads: "Consumers should immediately stop using the recalled charging cables and contact Republic Wireless for a free replacement charging cable," including customers without an active account. The CPSC lists the importer as "Republic Wireless Inc., of Raleigh, North Carolina" and the country of manufacture as China.

The 2020 notice gave [email protected], www.relaygo.com/cableinfo and 833-832-0053 as contacts. On 2026-10-01 the page www.relaygo.com/cableinfo returned a "Page not found" error on the Relay-branded site (www.relaygo.com itself loaded the same Relay site), and the phone number was not tested; use the support routes above instead. Name continuity: Bandwidth Inc.'s annual report on Form 10-K for 2025, filed with the SEC, describes "Relay, Inc., a Delaware corporation (f/k/a Republic Wireless, Inc.)," which Bandwidth says it created as a wholly owned subsidiary on April 20, 2015. The CPSC notice names the importer as "Republic Wireless Inc., of Raleigh, North Carolina." Relay's About page says it "evolved from within Republic Wireless," and regional press reported that DISH Network bought Republic Wireless in 2021 without Relay. Whether the 2020 contact routes are still staffed today was not confirmed.

FCC equipment authorizations. Relay's Safety and Regulatory page lists FCC IDs 2AMBHRY2267 (RelayM, model RY2267), 2AMBHRY2268 (RelayX, RY2268), 2AMBHRW2266 (Relay+, RW2266), 2AMBHRW2265 (model RW2265) and 2AMBHRSMP1 (RSM PRO, RSMP1). In the FCC's own OET Authorization Search on 2026-10-01, grantee code 2AMBH with product code RY2268 returned grants for FCC ID 2AMBHRY2268 with the applicant shown as "Relay, Inc." (Raleigh, NC) and a grant date of 07/12/2024; the other IDs were not searched. The same page states RelayX is certified for hazardous locations "as a Non-Incendive device" (Class I Division 2) under Intertek Control # 5031865, which is Relay's statement and was not checked with Intertek.

Scope of what was checked. A search of the CPSC recall database through SaferProducts.gov's recall API on 2026-10-01 by recall title, product name and manufacturer for "Relay," "Relay Inc," "relaypro" and "Republic Wireless" returned this one recall for the company (plus an unrelated Yamaha recall that has "Relay" in a product name). The California Attorney General's data-breach list returned no entry for an organization name containing "Relay." A general web search combining the company name with layoffs, data breach, recall, lawsuit and FCC returned nothing about this company. CPSC warnings, SaferProducts.gov consumer incident reports, FTC actions, state attorney general actions other than the California breach list, and the North Carolina Secretary of State record were not searched or could not be opened (the registry returned a bot-check page).

Company background

Legal entity and addresses. The Enterprise Master Agreement Terms define "Relay" as "Relay, Inc., a Delaware corporation, its d/b/a "Relay" or any of its successors or assignees." The Limited Warranty says Relay, Inc. is "a Delaware corporation whose principal place of business is at 4200 Six Forks Rd, Suite 1800, Raleigh, N.C. 27609." Forms D filed with the SEC by Relay, Inc. (CIK 1971027; filed 2023-05-18 and 2026-05-05) list the same Six Forks Road address, Delaware as the jurisdiction of incorporation, telephone 919-230-4307, and Jim Mulcahy and Christopher Chuang as executive officers. The Privacy Policy gives a separate Customer Care mailing address, 2230 Bandmate Way, Ste 500, Raleigh, NC 27607; Axios reported on September 30, 2026 that Relay outgrew its space in the Advance Auto Parts tower and "now subleases space at Bandwidth's headquarters." Bandwidth's 10-K says the company "commenced a sublease of a portion of its corporate headquarters to Relay" on January 1, 2025, expiring December 31, 2029, and that "Relay is considered a related party to the Company" because of equity ownership in Relay by certain members of Bandwidth's Board of Directors. The website footer reads "© 2026 Relay Inc."

History. Bandwidth Inc.'s 2025 Form 10-K (SEC) says Bandwidth "created a wholly owned subsidiary, Relay, Inc., a Delaware corporation (f/k/a Republic Wireless, Inc.)" on April 20, 2015, and "completed a pro-rata distribution of the common stock of Relay to its stockholders" on November 30, 2016. Relay's About page says Relay "evolved from within Republic Wireless, a spin-off of Bandwidth (BAND)," and names Chris Chuang as co-founder and CEO and Jim Mulcahy as co-founder and President. Regional press (Research Triangle Regional Partnership, republishing WRAL TechWire, 2022) reported that Relay unveiled its device in 2018 as a kids' product, that "Relay Pro launched in 2019 and Relay+ launched in 2020," that demand from frontline employers during the pandemic led to a full frontline launch in April 2020, and that DISH Network bought Republic Wireless in 2021 without Relay. Axios says Relay was "founded in 2015 as Republic Wireless"; because sources describe the origin differently, this page does not state a single founding year. Relay's Families page says the consumer "Relay for Families" offering was discontinued effective September 15, 2024.

What it sells. Relay+, RelayX and RelayM devices that connect over Wi-Fi and cellular networks, a Relay Dash admin console, Relay mobile apps, location and safety alerts, TeamTranslate real-time translation, and the Fleet Shield hardware-lifecycle program, sold on a service subscription. Relay's About page says the company's system supports 35 languages and is used by "nearly 10 percent of the Fortune 500" across "nearly 10,000 sites"; its January 23, 2026 press release said "over 40 of the Fortune 500" are customers. These are the company's own statements and are not independently verified here.

Funding, as announced. Relay's September 30, 2026 press release says it "raised $36 million in new funding, bringing total capital raised to over $90 million," in a round "led by International Paper," with new investors described as clients of Cerity Partners, Harmonic Growth Partners and Thayer Investment Partners, and earlier lead investors G2 Venture Partners and Wind River Ventures increasing their investments. Relay's CEO is quoted in the release describing International Paper as a customer as well as an investor. Axios reported that the company declined to say what it is valued at. These figures are company or press reports.

Apps. A Relay post dated September 16, 2026 (last updated September 29, 2026) says the Relay for Frontline Teams app "is being replaced by two apps," Relay Communicator and Relay Admin, available in the Apple App Store and Google Play, and that Communicator adds in-app picture messaging.

Security claims. Relay's Trust Center (trust.relaypro.com) lists ISO/IEC 27001:2022, SOC 2 Type 2, SOC 2 Type 1 and PCI DSS v4.0.0; the reports sit behind an access request and were not reviewed.

Same-name businesses (not this company). Opened on 2026-10-01: Relay Financial Technologies, Inc. (relayfi.com), a financial technology company whose site says it "is not an FDIC-insured bank"; Relay Payments (relaypayments.com), whose site is titled "Fast, secure digital payments for logistics"; Relay.app, whose site says it "shut down in September 2026"; Relay Therapeutics (relaytx.com), a biotechnology company; and Republic Wireless, a mobile-phone service from which Relay says it evolved, which has its own, separate ComplaintsBoard listing about cell-phone service. Three older USAComplaints posts that mention "Relay" concern other businesses and are not linked here: RelayMeds (2008), "Relay Services Of WA, And AT&T Relay Services (TTY)" (2009, about telephone relay-service calls) and "Relay Pay And iShopCente" (2013).

Complaint record: what was checked, reported separately

As displayed or returned on 2026-10-01, each source reported separately and not combined.

• USAComplaints: 0 approved posts are linked to Relay, Inc. (see the same-name note above for three unrelated posts that mention "Relay").
• BBB: searches on bbb.org for "Relay Inc" and "Relay" near Raleigh, NC and for "Republic Wireless" near Raleigh, NC did not return a profile for Relay, Inc. (the "Relay Inc" Raleigh search listed 11 unrelated businesses; the Republic Wireless search returned no results), and a search for "Relay Pro" without a location returned 10 unrelated listings. The searches were repeated in a second browser session on 2026-10-01 for "Relay Inc," "Relay Pro" and "Relay, Inc." near Raleigh, NC (the listings returned were other businesses) and for "relaypro.com" near Raleigh and "Republic Wireless" in North Carolina (no results). No BBB rating or complaint count is reported here because no profile was found in these searches.
• Trustpilot: trustpilot.com/review/relaypro.com displayed "The page you're looking for could not be found" when opened again on 2026-10-01 after the site's connection check; a Trustpilot search for "relaypro" returned nine companies, none of them Relay, Inc. The page trustpilot.com/review/relaygo.com (the domain named in the 2020 recall notice) is titled "Republic Wireless Reviews," shown as an unclaimed profile with 0 reviews.
• ComplaintsBoard: searches for "relaypro" and "relay smart radio" returned no reviews; "relaygo" returned only RelayGoods.com, an electrical-components seller; "relay pro" returned 14 results whose titles concern other businesses or topics (for example Honda Motor, VesselFinder Pro, Craigslist and Samsung). A "republic wireless" search returned a separate company listing of that name about cell-phone service.
• Google Play: the app "Relay | Communicator" from "Relay, Inc." showed 4.8 from 105 reviews and 5K+ downloads, updated September 24, 2026.
• Courts: CourtListener RECAP searches by case name and party for "Relay, Inc.," "Relay Pro" and "Republic Wireless" returned no docket identifying this company (the hits were other entities such as Hamilton Relay, Radar Relay and UR Relay); the RECAP index is not a complete record of all court filings, and a full-text search for "relaypro.com" was rate-limited and not completed.
• CFPB: Relay does not present itself as a financial-services provider, and the CFPB complaint database was not searched.

Because 0 complaints about Relay, Inc. were found in these sources, this page shows no complaint themes.

Is Relay (relaypro.com) Legitimate?

Facts found on 2026-10-01: Relay, Inc. operates a working site with product, legal, support and Trust Center pages; its terms identify it as a Delaware corporation; SEC Forms D list Relay, Inc. at 4200 Six Forks Road, Raleigh; the FCC's authorization search shows "Relay, Inc." as applicant for FCC ID 2AMBHRY2268; its September 30, 2026 funding announcement appears on its own site and was reported the same day by Axios Raleigh and SiliconANGLE; the CPSC's 2020 charging-cable recall names Republic Wireless Inc. of Raleigh as importer of the recalled Relay charging cables; and Bandwidth's SEC-filed 2025 Form 10-K describes Relay, Inc. as "f/k/a Republic Wireless, Inc."

What was not found: no BBB profile, Trustpilot page for relaypro.com, ComplaintsBoard listing or CourtListener docket for this company in the searches described under the complaint record; the North Carolina Secretary of State record could not be opened. What the public site does not provide: list prices, the signed-contract terms of any particular customer, or a current consumer-facing returns page for the discontinued Relay for Families product beyond the 2018 Consumer Terms. This page assigns the company no score or rating.

Company Relationships

• Formerly known as: Republic Wireless, Inc.
• Affiliated with: Bandwidth Inc.

Frequently Asked Questions