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Help Center

We try our best to make Aqila to be easy to install and easy to use. But if you have any trouble when installing or using Aqila, you can find some frequently asked questions below or send your email to halo@getaqila.com.

Third-party control - Connection and account binding
Can I directly connect my devices to a third-party smart speaker?
Ya, Aqila Securehub™ dapat menampung sampai 50 buah sensor dan 10 remote control. No. Every third-party smart speaker is an independent platform. To connect your devices to a third-party smart speaker, first bind the app skill to the smart speaker. Aqila memiliki berbagai jenis sensor agar rumah anda terlindungi dari berbagai macam kondisi yaitu berupa sensor gerak PIR, sensor pintu/jendela, sensor bocor & banjir, sensor gas, sensor asap, sirene indoor, sirine outdoor dan masing banyak pengembangan lainnya. Untuk melengkapinya, Aqila juga memiliki produk smart camera indoor dan wireless battery camera oudoor yang dapat diintegrasikan dengan aplikasi Aqila Smart.
Why can't I connect a Bluetooth mesh device to a third-party smart speaker?
A Bluetooth mesh gateway is required to connect a Bluetooth mesh device to a third-party smart speaker because the Bluetooth mesh device uses the Bluetooth communications mode and cannot directly communicate with the server. The Bluetooth mesh gateway sends commands from the cloud to the Bluetooth mesh device and reports the Bluetooth mesh device status to the server.
Why does "Incorrect username or password" or "Username does not exist" display when I use a Twitter account to log in to a smart speaker app to bind skills?
Possible causes include: The Twitter account used to log in to the smart speaker app is different from that used to log in to the app. You did not use the Twitter account to log in to the app, and instead used it to log directly in to the Skill page of the third-party smart speaker app. You need to first use the Twitter account to log in to the app and then use the same Twitter account to log in to the Skill page of the third-party smart speaker app to bind skills. If the problem persists, contact our customer service personnel.
Why does "Incorrect username or password" display when I register an account and bind a skill?
After you register with the app, your account data will be synchronized globally in several seconds. However, because the international network environment is complex, the synchronization may be delayed or fail. In this case, "Incorrect username or password" will be displayed even if you entered the correct username and password. Wait for a moment and log in to the app again. If the login still fails, contact our customer service personnel.
How to bind Alexa after changing the network?
Dear User, we are sorry for your inconvenience. If you change the network settings, the devices will be offline. You need to reconfigure the devices under the new network. Make sure that the Wi-Fi password you entered is correct, and note that there are no spaces before or after the password. After you connect the device to our App, then you can bind your account to Alexa App. If you still have the problem,feel free to let us know. Thanks for your support.
Cannot bind device to Alexa/Google home?
Dear user, Sorry for the inconvenience. Please chack wether your device support Alexa/Google home. You can check whether your device supports Alexa/Google home third-party services through the following methods. Open the device home page in Smartlife and click the icon in the upper right corner to enter the device information page. The third-party services supported by the device will be displayed on this page. If you cannot find the Skill in Alexa, it may be that this Skill is not supported in your region, please contact the sales representative for confirmation. If it is supported, please confirm that your account has linked to Alexa/Google home is correct(the same as the app which registered the devices you want to controlled by Alexa/Google home). If it still cannot be displayed normaly. Please confirm whether the device remains online and the network is stable. You can remove the device and add it again. If the problem persists , you can provide the device ID and your account to us, and we will help you to check whether it supports Alexa/Google home.Thank you for your support and understanding.
Why does my App account bind with Alexa skill successfully but failed to Google?
Please confirm whether it is caused by the network or the agent. It is recommended that you see if there are prompts like “can't update setting, check your connection” on the Google Action screen. If you cannot connect because of the network, In the return to the assistant interface, there will be a loaded circle, and the device list will be displayed after loading. If it is determined that the action of the network and agent fails to be bound, verify that the account to be bound is the same App and account. Check if there is an online device bound to the account and if the device appears. Offline situation? If there is no online device, you only need to add a good device and keep it online. If there is a device under the App account and it is online, the Action cannot be bound. Please confirm whether the device under the account has been enabled by google's speaker function. After the above problems are solved, the problem still cannot be solved. Please provide relevant information (google account, app name, app account, app password, binding action name, device ID, approximate time of occurrence) to us. We will be sincere at your service.
What can I do if my app account cannot be bound with Google Home or Google Action?
Check whether the network or agent is working properly. Check whether a prompt such as "can't update setting, check your connection" is displayed. If a network problem exists, a loading circle will be displayed on the voice assistant page. After the loading is complete, the device list will be displayed. If the network and agent are working properly, check whether you are using the correct account, whether online devices are bound with the account, and whether any devices are offline. If no devices are online, Google Action cannot be bound. You must first add a device and ensure that it is online. If the app account has online devices, check whether these devices are enabled with the Google Home function. If the problem persists, submit your user information to our technical service personnel, including the Google account, app name, app account and password, bound action name, device ID, fault occurrence time, symptoms, and whether the fault is inevitable.
Why can't I view any devices in the Xiaodu smart speaker after I bind it with the app?
The app account used to bind the Xiaodu smart speaker may not have any devices.
How do I unbind the Amazon Alexa app account from Echo Show?
Tap Restore Factory Defaults on Echo Show to unbind the Amazon Alexa app account from it. You can then bind another Amazon Alexa app account to Echo Show.
Why can't I view any devices in the Tmall Genie smart speaker after I bind a device with the app?
Possible causes include: You selected an incorrect option in the displayed dialog box when you bound the Tmall Genie smart speaker to the app. Unbind and then rebind the Tmall Genie smart speaker. The number of devices exceeds 100.
I bind Alexa Skill immediately registering the app, and the entered country, username, and password are all correct. However, the page still says the username and password are incorrect.?
Most our Skill users log in from the USA region. If your account is registered at other regions (such as Europe or China), a user data synchronization problem will happen. After registration, the data synchronization service on the service end will perform a global synchronization of user region information. This is supposed to be completed in seconds theoretically. However, due to complicated international network environment that may cause synchronization delay or failure, you are advised to wait a moment before binding the Skill. If the problem persists, please offer your device ID and app account for us to check the problem.
What can I do if a blank page is displayed after I successfully bind a skill in a smart speaker app?
After a skill is bound, exit the skill binding page and refresh the app.
What can I do if "accounts now linked" is displayed when I bind Google Home with my account?
You are advised to use another default browser and try again. For example, Done is displayed in the upper left corner of Safari. You can perform subsequent operations after you close it. If you use an Android mobile phone, the default browser types are diversified. Some browsers will automatically skip to the next page or you can manually close the page.
Why can't my app account continue to use Google Assistant?
Google requires that the Google Assistant service not be provided to accounts in China. Therefore, we has stopped supporting Google Assistant use for accounts in China. We will provide this information to accounts in China during the login authorization process. To use the Google Assistant service, use an account outside China.
Voice command with a group of lights using Alexa does not work?
Dear user, sorry for the inconvenience. If your lights are wifi devices, the group of lights are not supported by Alexa to control together. We only support the bluetooth group at the moment (Must has a bluetooth gateway) . As for the wifi group in Alexa is not supported for the time being. We will try to do better and provide our users with a better experience!Thank you for your support, have a nice day!
Cannot connect the device in the Google?
Dear user, sorry for the inconvenience. If you cannot find the device in Google Assistan app, please mamke sure that the device is supported by Google Assistant (enter the device control panel and tap the top right button, the support list is under Third-party Control), then please confirm that your account has linked to Google Assistant is correct (the same as the app which registered the devices your want to controlled by Google Assistant) . Please make sure that the device is online. If your problem still exists, please provide your device ID to us, thank you for your support. Have a nice day.
Why does the app always show that the device is offline, and how does it automatically recover in a second or two,but the thirdpart shows that the device is still offline?
Dear user, sorry for the inconvenience. This is because after the device automatically comes back online, it can automatically connect to our cloud server. However, third-party smart speakers have their own independent cloud servers, and our devices cannot be automatically connected. We suggest you to remove the devices from the app (device removal method: enter the app and enter the device control page, click the icon on the top right corner, then click "remove device" on the bottom of your screen ) and add them again with a stronger and more stable network ( for example, the personal hotspot on your phone ). When devices go offline frequently, they're unable to be controllable in Alexa/Google Assistant/IFTTT. If the offline issue persists, please provide the virtual IDs of your devices ( 1.enter the app 2.tap the icon of your device and click the icon on the top right corner of the screen 3. enter "device info", check "virtual ID") so that we can better troubleshoot. We are looking forward to your reply and we'll be glad to help. Thank you for your support and understanding!
What can I do if the device status (such as the light brightness and temperature value of the thermostat) is not displayed in the Alexa / Google home / IFTTT App?
Dear user, we are sorry for your inconvenience. If you do so: Check whether you are using the latest versions of the Alexa / Google home / IFTTT App and Skill. Confirm with the device seller whether the device supports this function.(Because the device may not be compatible with Alexa / Google home / IFTTT App, especially universal remote control) When the color temperature of the Alexa / Google home / IFTTT App voice control lamp is used, the color temperature of the lamp cannot be completely white or yellow. This is because the Alexa / Google home / IFTTT support setting range is 15% to 75 when the color temperature is controlled by voice. %, Not 0 to 100%, so the color temperature of the lamp cannot be completely white or yellow.
After device has been upgrade, it cannot be used by third parties(Alexa, Google Assistant)?
Dear user, sorry for the inconvenience. It is recommend that: Remove the device and add it again with stable and strongly network. Unbinding with our App, then re-bind our skill and try again. Please confirm that you enter your account password for logging in to App. If the problem still exists, please provide your account ID, your device ID and device firmware version to us,we will help you to solve it. Open up our APP Enter your device and click top right button Enter "Device Info", to get "Virtual ID" Click “Check for Firmware Update”, to get device firmware version Thank you for your support and understanding.
The device is not appeared in my smartspearker App.?
Dear user, sorry for the inconvenience. Please check whether the devcie is supported by your smartspeaker (Open the device home page in our App and click the icon in the upper right corner to enter the device information page. The third-party services supported by the device will be displayed on this page). If you make sure the device is supported by your smartspeaker, however you can not see it in your smartspeaker App, please check whether it is offline. If it is offline, please remove it and re-add it to App. If it is online, please remove it from App and add it again. Then rebind the account to your smartspeaker App. Thanks for your understanding and support.
Can I use a Google Home or Amazon Echo speaker to control my Bluetooth bulb directly?
No. The Google Home or Amazon Echo speaker connects to a Bluetooth bulb through a bluetooth gateway.
Why did I fail to control the device via Rokid after I successfully bound skills?
Please follow the steps below to troubleshoot the issue: First make sure the Rokid is online in the Rokid APP. Try to tell the speaker what's the weather like in Hangzhou is, see if the network is normal. Manually enter the control command you want to execute in the Rokid APP. Turn off the Rokid speaker or restore the factory settings. Unbundling and binding skills multiple times. If you still have problems after excluding the above questions, please provide your device ID and contact us.
What if the third party is connected but the voice control fails?
You are advised to take following steps to solve the problem: Make sure the device supports this third-party control. You can click the "..." in the upper right corner of the device control page to enter the "Details of device" page, then you can see the supported third-parties of the device. Make sure the device has been connected to the WAN(Internet). Our WiFi device has two control modes: LAN control of WiFi and Mobile cellular data (or other network). No matter whether the device is online or not, the app can control the device once both of them run on the same LAN (the device and app are connected to the same WiFi router in your house). So, You are advised to turn off wifi of your mobile and turn on cellular data, then refresh the device list to see whether the device is still online. If the device is offline, check whether your WiFi works normally. If no, troubleshoot the router. If your WiFi works normally and the device is offline (only for the case it has been normally connected previously, and the router's name and account information has not been changed), you are advised to shut down and reboot your device , and check whether the device gets online after about 30 secs. We recommend that you try to rediscover the device/refresh device list to see if the device appears in the device list. If the device is still offline, you are advised to delete the device and re-configure the network. Then, in the third-party access app (such as Alexa and Google Home), refresh the device list to show the device. The device can be controlled after it is shown. ​If the problem persists after you have tried above methods, please offer your device ID and app account for us to check the problem.
APP can control the device, but it failed to use the Third-party control?
Dear user, we are sorry for your inconvenience. First, you need to make sure that the device supports the third-party control: Open the device control page and click the button in the upper right corner, If the device supports third-party controls, these are displayed on the page. Check that the device has been discovered and joined to the third-party control app: It is possible that your App and device are under the LAN and can be controlled under the LAN, but the device is already offline under WAN. Unbind the App and third-party smart speakers, and re-bind the skills. Check that the voice instructions you are giving to the third-party control are correct and supported by the third-party controller. Check that you have connected devices to the third-party controller using the same app account as you use to control the devices. If the problem still exists after performing the checks above, use the Report Issue feature in the App Help Center to let us know about the problem. Be sure to include your app account user name and the ID of the affected device.
Why the device doesn't execute the commands of Alexa Echo/Google Home?
Please confirm whether the device supports voice control and whether it has been successfully bound to the voice speaker. For details, refer to Alexa Echo/Google Home instructions. Please confirm whether the device is online normally. You can see if it is normal through the APP operation. Different types of devices can operate different voice commands. Please confirm whether the device supports the voice commands. Please confirm the device name is easy to identify, it is recommended to take 2 simple and common words, such as "living room light". Please confirm whether the smart device APP account bound in Alexa Echo/Google Homehas changed. For example, reset the device and add another account. If you still can not solve, please provide an account (email or phone, be sure to call the area number of the phone) to contact our customer service, we will let the technical staff to find the cause of the problem and help you solve it.
When I control the device with Alexa, No "OK" response is heard and no error is prompted, only the indicator is off after a buzz sound.?
This may be because Alexa does not precisely recognize the command and fails to parse the user's intention. You are advised to change the device name in the app to one which is easier to recognize by Alexa, such as "bedroom light" and "bedroom light". Then, re-find the device and control the device with the new name. If the problem persists, please offer your device ID and app account for us to check the problem.
Why did I fail to control the device via google home after I modified its name?
Currently, an app device with its name modified is valid only after it is re-bound to Action. However, you may redefine the name of many devices or an individual device through the room and nickname provided by Google Home, so as to take control. A few names may not be well recognized by Google, and in such cases, you may modify the device name and try again. If the problem still remains after excluding the above issues, please provide us with relevant information (Google account, app name, app account, app password, Action name, device ID, approximate time of occurrence), and we are sincerely at your service.
XiaoDu speaker cannot control smart devices?
Dear user! We are sorry for your inconvenience. Firstly, you need to make sure that your device can support XiaoDu, and also make sure that the device is online on both apps. If not, it is recommended that you re-add the device and re-bind the skills to Xiaodu App. If it is still not resolved, you can provide us with the ID of the device: Open the app; Click on your device to enter the device details page; Click the icon in the upper right corner to enter the "More" page; Click "Device Information" to view the device ID, We'll troubleshoot for you. Thank you for your understanding and support!
What should I do if the Tmall Genie fails to control the smart device?
Check if the smart device is offline, the network is normal, and if the network is abnormal, re-network; If the network is normal, consider resetting the device and rebinding the smart device that failed to control.
Why can't I turn on multiple Bluetooth mesh lamps simultaneously?
A gateway cannot process concurrent requests from multiple devices simultaneously. Even though the next-generation gateway has improved to a large extent, controlling a large number of devices still causes latency. We recommend that you use the group feature in the app. This feature supports simultaneous response of multiple devices. To create a device group, follow these steps: Tap a device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page, and tap Create Group. Select devices for unified management and tap Save.
I say Alexa turn on the lights and it will turn on the lights but it will turn off the lights automatically?
Dear user, sorry for the inconvenience. Please: Check whether the device is offline in our app; if it's offline, please remove it from our app then add again; If the device is online in our app, please check whether there is an automation to turn it off in our app and Alexa app; If there isn't such an automation, please check whether the device can be fully operated with the on/off switch in both apps, if you can't control your device with the apps, please remove it from our app and add again. If the steps above won't work, please contact us and we'll be glad to help. Thank you for your support and understanding!
Why doesn't a smart speaker respond when I use it to control devices or scenes?
The smart speaker may fail to accurately identify or understand your command. You can change the device or scene name to a simple one such as bedroom light or living room light and use the new name to control the device or scene. If the problem persists, contact our customer service personnel.
Why does the color temperature of my lamp not change when I use Rokid to control it?
Rokid does not support color temperature adjustment.
Why can't Xiaodu control the color temperature of my lamp and can only control the switch and brightness?
Hello, it is Xiaodu which does not support the color temperature.
What is the reason that Trigger does not trigger in IFTTT?
Does the IFTTT device not execute the action after binding the trigger? It is recommended to check it in the following aspects: Check more pages of the device to see whether IFTTT is supported; Check whether the trigger conditions are set correctly. For example, if a lamp is registered to an action or a trigger for a lock, it can't be triggered; Check whether the device is offline because it cannot be triggered offline; Check whether corresponding functions are enabled for the device. For example, register the trigger of camera motion detection and decibel detection, provided that the camera motion detection and decibel detection functions have been enabled. Please confirm whether the app environment bound by the service and the physical device used by IFTTT is consistent, that is, are they both the same production environment? Different environments cannot be implemented. IFTTT event triggering usually takes from a few seconds to a few minutes. Sometimes, a service or network problem might prevent requests from being received for a short time. It is recommended to wait patiently for a while, as this is not an immediate response. You can also check whether the trigger event takes effect by clicking the button "check now". Please confirm whether "that" (the device or the other) has already implemented corresponding operations and has been manually modified. IFTTT will continue to call our services according to the existing registration events. As long as "this" is satisfied, it will trigger "that". But a large number of user feedback only needs to be triggered once, and do not continue to call notifications after the human intervention. Therefore, this is also true with our services. The server will intercept the event that triggers the trigger after human intervention with "that" devices. It is recommended to reuse the event after recreating the event through off/on or delete event. If the issue still persists after the above problems have been eliminated, please provide us with relevant information (google accounts, app names, app accounts, app passwords, action names bound, device IDs, approximate time of occurrence), and we will serve you wholeheartedly. If none of the above is true, please provide the device ID and contact us to help you troubleshoot the problem.
Why can't the Amazon Echo speaker search for new devices?
To use the Amazon Echo speaker to search for new devices, ensure that the following conditions are met: Ensure that the voice speaker has been successfully bound; The app account bound in the Amazon Echo speaker is the same as that used to control devices. Devices are online. The Amazon Echo speaker cannot search for offline devices; Ensure that the device supports Alexa; The device name should not be too complicated or too simple (plug, light), it is recommended to be named according to the room name + device name, such as: bedroom plug; May be the network is not good, Alexa need to try several times to discover the device, if it is still can be found, you can try to modify the device name; If the Amazon Echo speaker cannot search for devices after the preceding conditions are met, you are advised use the web-based Amazon Alexa to configure the Amazon Echo speaker. It also supports voice control. The Amazon Alexa app is unstable in some regions.
The Alexa app's screen displays "Device is unresponsive"?
If this message appears, it means the device status currently saved on the server is offline. It is recommended that you switch your phone's network to 4G and enter the device's app (non-Alexa app) to view the device's status. If you find the device is actually offline, you can try the following troubleshooting method: Please confirm whether the device is energized; Please confirm whether the device or the network has been cut off . If so, there is a process to go online. Please check whether it is online after 2 minutes. Please confirm the network is stable.(Check methods: put the phone or Ipad besides your device and make sure they’re in the same network environment, try to open a website to judge if the network can be used.) Confirm whether the home Wi-Fi network is normal, or whether the Wi-Fi name and password have been modified. If so, remove the device and add it again. PS:5G wifi is temporarily not supported, only 2.4G wifi can be used. If the network is normal, but the device is still offline, check if there are too many Wi-Fi connections. .Please try to restart the router, wait 3 minutes and observe the status of the device; Check if the firmware is the latest version, the App side checks the path: Me - Settings - About - Check for updates; If all is normal after check, we recommend that you remove the device and add it again.(Device Removal Method: Open the App and enter the device control page, click "..." button which is in the top right corner, click on the bottom of the page "remove device") If there is still a problem, please provide your account for app,your router model, your country and the fault device id, we will handle it ASAP.
Does the Bluetooth product support voice control?
Hello, Bluetooth products need to be equipped with a bluetooth gateway to achieve voice control.
Why is an automatic action configured on an app controlled through a Google Home speaker executed without determining the triggering conditions?
Similar to voice-controlled scenarios, voice-controlled automatic actions can be triggered through voice commands regardless of the triggering conditions.
How can the newly added devices be accessed to Amazon Echo?
You can discover new devices by Amazon Echo's voice control. The command is "Alexa (or Echo), discover devices." In 20 seconds, you will be notified of successful discovery and can use Echo to voice control the device.
The devices cannot be controlled with the iPhone via Siri.?
Dear user, we are sorry for your inconvenience. Whether a device can be controlled by Siri is determined by the device manufacturer at design time. This requires the device to support Apple Homekit, and some devices have this feature, and some do not. Please confirm with your seller whether your device supports Apple Homekit. Thank you for your understanding and support.
Can I use Alexa to control my lights?
You can use Amazon Alexa to control your devices only when the devices are Amazon-certified and have activated the Alexa service.
How do I check the Third-parties supported by my device?
Dear user, sorry for the inconvenience. Please confirm if your devices can support the Third-party(Such as Alexa and Google home). Open the app. tap device icon to enter the device control panel. Click the button in the upper right corner. You can see the "Supported Third-party control". Thank you for your support and understanding!
What can be used to control your product?
In addition to using app to control intelligent products, you can also experience the most advanced way of interaction (eg.voice control).
After I add a tap-to-run scene to Siri and delete it, I add another tap-to-run scene with the same name to Siri. Why does the system inform me that the name is in use?
Siri shortcuts are managed on an iPhone, and you cannot delete Siri shortcuts in the app. To delete Siri shortcuts that are no longer needed, use either of the following methods: In iOS 12, go to Settings &rt; Siri & Search and tap My Shortcuts. Swipe left over a shortcut and tap Delete. In iOS 13, tap the Shortcuts icon on the home screen, tap the edit icon in the upper left corner, select Siri shortcuts that are no longer needed, and then tap the delete icon in the upper right corner to delete them.
How do I use only one of the two Tmall Genie smart speakers under the same account to control devices?
You can set Tmall Genie to Wake the nearest Tmall Genie up.
Can I use siri to control smart products?
Dear user, the current shortcut function of the system with iOS 12.0 and above can realize the control of intelligent products. The operation modes are as follows: Click “Add to Siri” on the bottom right corner of the “Smart” page to enter the “Siri Shortcut” page. You can add any “Tap-to-Run” to Siri On the “Add to Siri” page, you can set custom phrase for Siri to trigger your “Tap-to-Run”(This function is only available for iOS system over 12.0 version)
How to clarify which kinds of Smart Speaker could spport my device?
Dear User, sorry for the inconvenience. It is recommended to remove and add the device again to try. You can use the following steps to check whether the device can be supported by Alexa. Click on the device you have added to the app homepage. Then you should click the top right button to go to the information page and check if Alexa supports it. If no icon is displayed, it means that Alexa does not support the device. Kind understanding and support are highly appreciated.
How do I add tap-to-run commands to Shortcuts (iOS)?
iOS 12.0 and later versions provide the Shortcuts feature. To quickly run tap-to-run commands that you have set in App using iOS shortcuts, follow these steps: Open the app, go to the scene creation page, edit the scene name, add the task to run, and then save the scene. Tap Add to Siri to add the scene to the Siri shortcuts page. Set a personalized phrase as the title of the shortcut command. You can also use the command to trigger voice control. For example, you can set a phrase to "I have to go." After these settings are complete, verify that the command exists among the shortcuts and when you say "I have to go" to Siri, the phone automatically displays the corresponding scene and devices in this scene will automatically run the tasks.
How do I use Tmall Genie CC?
Plug the included power adapter into an electrical outlet and then into your device. Press and hold the power button. Connect to a wireless network as prompted. Use the Tmall Genie app to scan the device QR code to bind and activate the device. If you have not installed the Tmall Genie app, first download and install it.
Does Tmall Genie support holding curtains?
Tmall Genie supports a variety of curtain controllers but not Bluetooth curtain controllers.
How do I use a third-party speaker to disable only one of multiple connected devices of the same type?
Set different names for these devices and use voice commands to control them.For example, name the lamp in the living room as "living room light" and that in the bedroom as "bedroom light". Then, tell your Alexa Echo speaker "Alexa, turn off the living room light" or "Alexa, turn off the bedroom light" to turn off the lamp. This method also applies to Tmall Genie.
Where can I get the device list from the Dingdong smart speaker?
You can say "find devices" to the Dingdong smart speaker. Then, view the device list from the pushed information in the Dingdong app.
Does a Speaker Understand a Bilingual Voice Command?
Dear user, this depends on whether the smart speakers you use support, but most smart speakers are not supported.
There is a high latency when using third-party speaker control devices, but not with your app?
Dear user, we are sorry for your inconvenience. This problem is caused by a delay in communication between our cloud server and the cloud server of a third-party smart speaker. Since each smart speaker has its own cloud server, when you want to use the smart speaker to control the devices on our App, this control instruction must first be sent to the smart speaker's cloud server through our cloud server, and then this instructions will be returned from the smart speaker's cloud server to our cloud server, and then sent to your router / mobile phone. And if you directly control the device through our App, you only need to send commands directly through our cloud server, so there is no delay. There is no way to solve this delay, so if you are more concerned about the delay, we recommend that you use our App directly.
Why doesn't a device name changed in the app take effect in the Tmall Genie app?
The Tmall Genie app does not have a synchronization mechanism. To ensure identification accuracy, you need to select the device location and alias in the Tmall Genie app to accurately identify a device. To change the device name in the Tmall Genie app without considering the identification accuracy, perform the following steps: Unbind the required device from the app. In the Tmall Genie app, choose Me—View All Smart Home Devices. In the app, rebind the device and rename it. (If the device is independently controlled, tap and hold the device to rename it.) In the Tmall Genie app, view the device list again.
Why does the lamp turn off when I use Amazon Echo or Google Home to control the light brightness at less than 25%?
Currently, speakers outside China adjust the light brightness by 25% each time. When you reduce the light brightness that is already at the lowest 25%, the light will turn off.
Why I can't add Tap-to-Run / Automation to Siri?
Dear user, Siri now only supports adding "Tap-to-Run" and does not support adding "Automation". The operation is as follows: On the "Smart—Tap-to-Run" page, click the "Add to Siri" button at the bottom corner, it will jump to the Siri shortcut page and display all the "Tap-to-Run" in the App. You can select the "Tap-to-Run" you need to add to your Siri. After jumping to the setting page of "Add to Siri", in this page, you can set "Voice Trigger Word". When you say this "Voice Trigger Word" to Siri, Siri will control the App to execute the addition "Tap-to-Run". (This function only supports iOS system, and iOS version needs ≥12.0) Currently only iOS 12.0 and above iOS systems can use the "Add to Siri" feature.
Why doesn't the Alexa app's control panel display my device status?
Currently, the Alexa app displays only the status of common lamps, switches, sockets, air conditioners, and thermostats, but not other combination products such as fragrance lamps and sleep lamps. To display the status of supported devices, use the latest Alexa app version.
Does ZigBee device support voice control?
Hello, ZigBee devices need to be equipped with a Zigbee gateway to achieve voice control.
Can SIG mesh Bluetooth lamps be connected directly to Tmall Genie?
No. Tmall Genie uses a proprietary Bluetooth protocol, which is incompatible with our devices' Bluetooth protocol.
What language does the Google assistant support?
The supporting language is as follows: Hey Google, turn on [removed] Hey Google, turn off [removed] Hey Google, is [removed] on / off ? Hey Google, set [removed] to percent Hey Google, brighten/increase [removed] Hey Google, dim/decrease [removed] Hey Google, Dim/Brighten [removed] by 50% Hey Google, set [removed] to ( color ) Hey Google, set [removed] to (color temperature) Hey Google, turn on / off lights in [removed] Hey Google, Turn on/off all of the lights Hey Google, Start [removed] Hey Google, Activate [removed]
What languages are supported by Google Action?
Hi, languages are supported at present : https://developers.google.com/actions/smarthome/traits/
How do I use Echo Show?
Echo Show can connect to a wireless network automatically. Ensure that your mobile phone and Echo Show are connected to the same WLAN. Log in to your Amazon account on Echo Show and the Amazon Alexa app. Then, Echo Show will be displayed in Amazon Alexa app automatically.
Why can't I find any devices in the app after I linked the app to the DuerOS smart speaker?
First, check whether all the devices under your account have activated Baidu service. If yes, speak to your DuerOS smart speaker: find devices. Only devices found by the smart speaker can be synchronized to the app.
Does Alexa support the voice control of scenes?
Hi, Alexa supports the voice control for scenes. Set up scenes in the app, and then discover devices; the scenes set in the app will appear in the Scene list of the Alexa app. The command to trigger the scenes is as follows: Alexa, turn on scene names
For Alexa and Google Home voice control, can voice control be implemented in German?
The App Skill has supported Germany in Alexa, and can be directly controlled in German. To implement German control in Google home, it can be set up in two places: Choose German when configuring speakers to select languages; Set up languages in Settings—Preferences—Assistant Languages.
Alexa/Google Assistant cannot control the device?
Dear user, we apologize for the inconvenience. Firstly, please make sure that your device supports Alexa/Google Assistant (How to check supported third-party controls: Open the app and click the device, enter the device control panel, check "Supported Third-Party Controls") . If it does, check if the device is online and appears in Alexa/Google Assistant app. If you can see it in Alexa/Google Assistant app, you can control it with Alexa/Google Assistant. If you don't see it appearing in Alexa/Google Assistant, rebind your account and try again. Thank you for your understanding and support "
What kind of voice commands does Alexa Echo support?
【Trigger scene】 First set the scene in the app, then discover devices; the settings in the app will appear in the Alexa app's Scene list. Alexa, turn on scene name -------------------------- trigger scene Different types of devices can operate different voice commands. The common ones are as follows: 【switch socket】 Alexa, turn on the device name -------------------------- Open the device Alexa, turn off device name -------------------------- Switch off device (Slots, multi-switch products support sub-control, after each custom name on the app, each jack will be displayed on the Alexa app. 【Lighting】 (Control command and lamp type): Alexa, turn on the device name ————————————— Turn on the light Alexa, turn off device name ————————————— Turn off the light Alexa, set device name to percentage —————————— Set the brightness of the lamp (calculated in percentage of brightness) Alexa, brighten/increase Device Name ——— — — Brighten the lamp by 25% (this percentage is required by NAC certification) Alexa, dim/decrease device name ——— — — Dimming the lamp by 25% (this percentage is required for NAC certification) Alexa, set device name to color name ——— — — set the color of the light Alexa, set device name to color temperature name --- --- set the color temperature of the lamp Alexa, make / set device name warmer ——— — — Warm the lights Alexa, make / set device name cooler —————— Cool the lights 【Air conditioners and heaters】 (temperature control equipment): Alexa, turn on the device name ————————————— Open the device Alexa, turn off device name ————————————— Shut down the device Alexa, set device name temperature to value degrees —————————— set temperature (supported temperature range can be pressed according to customer's standard definition) Alexa, increase device name temperature ———————— temperature increase 1 degree Alexa, decrease device name temperature ———————— temperature down 1 degree Alexa, what’s the temperature of the device name; Alexa, what’s the device name set to?———————————— Asking the temperature of the current device settings ( The set temperature refers to the temperature scale with different degrees Celsius and degrees Celsius. When the voice is controlled, the temperature scale set by the current Alexa Audio shall prevail. ) 【Fan】 Alexa, turn on the device name ————————————— Open the device Alexa, turn off device name ————————————— Shut down the device Note: Some fan's wind speed adjustment methods are different. They are divided into the following two categories in voice control. Percentage type:Alexa, Set Device Name to Percent —————— Adjust Fan Wind Speed Stall type:Alexa,set device name to gear number —————— adjust fan position 【Door lock / magnetic door】 Alexa, lock the device name—————————————— lock door Alexa, unlock the device name————————————Open door Alexa, Is the device name locked? —————————— Query the status of the door lock switch (door magnetic products only support query door switch status) 【Electric curtain】 Alexa, turn on the device name ————————————— Open the curtain Alexa, turn off device name ————————————— Closing the curtain ( Alexa itself does not support the category of curtains. We treat the curtains as a switch type device. Open the curtains to turn on and close the curtains.Should turn off; so curtains only support opening and closing, do not support pause; the expression of turn on/off curtain is also very different, but only this what to do ) 【TV remote control】 Alexa, next channel on device name ————————— switch to the next channel Alexa, channel up on device name ——————— tune to the previous channel Alexa, channel down on device name —————— tune to the next channel Alexa, lower/upper the volume on device name ——————— adjust the sound of the TV 【Camera】 (You need to use echo show or echo spot to control) Alexa, show the device name—————————— Put the camera screen on the echo show or echo spot Alexa, hide / stop device name —————————- Ending the delivery of the camera screen 【Other devices】 Alexa, turn on device name ———————————— Open device Alexa, turn off device name ———————————— Switch off device
Advanced Features
How is the number of phone notifications deducted?
If a call is answered, the number of phone notifications is reduced by one.
What are the benefits of purchasing the cloud storage service?
Videos of device stored on the cloud can still be checked even if the device is destroyed or stolen or the memory card is damaged.
Why does the platform say that the service is unavailable in my area when I purchase the service?
Available areas are specified for the cloud storage service. If the area setting for the service is different from that of your account, the platform notifies you that the service is unavailable in your area. In this case, you can contact the device supplier.
Can my privacy be guaranteed if I use the service of cloud storage for videos?
The service of cloud storage for videos encrypts video data and uses financial service encryption technologies for data transmission and dynamic keys during encryption. As both the data and transmission channel are encrypted, hackers cannot play videos even if they intercept the videos. Similarly, the video stored in the SD card is also encrypted. You must login the App to view the video stored in the SD card. As a result, even if the SD card is stolen, others cannot view the video on your SD card.
Can I use unused phone notifications in the expired service package after I renew it?
No, after a service package expires, the remaining number of phone notifications will be reset to zero.
Why does a phone notification not tell me which automatic action has been triggered?
Currently, phone notifications do not contain information about triggered automatic actions. You are advised to enable both message center notification and phone notification when configuring the reminder method. Thank you for your support. We are optimizing the phone notification service.
What if I renew my phone notification service before it expires?
If you renew your service within the validity period, the new service package will be appended to the remaining number of notifications and valid time of the current service package. For example, a user's phone notification service was valid until 23:59:59 on October 31, 2018. On October 8, 2018, the user had 60 remaining phone notifications and bought a 30-day service package containing 150 phone notifications. The user then had 210 phone notifications available, which would be valid until 23:59:59 on November 30, 2018.
Can I renew my phone notification service before it expires?
Yes.
Will my video data on the cloud be deleted after the cloud storage service expires?
When your service package expires and you do not renew it, your device stops uploading video data to the cloud and your video data will be deleted from the cloud day by day based on the lifecycles defined in your service package.
What are camera cloud storage services?
Cloud storage includes event cloud storage and continuous cloud storage. Each cloud storage service package allows you to store recorded videos for 7 to 30 days. The cloud storage service has monthly and yearly packages with different service content and prices.
If you have any further questions about our products, simply contact us at +6287814045000 or halo@getaqila.com. We are more than happy to help!
Dear user, we are sorry for your inconvenience. Due to security considerations, cloud storage videos currently do not support downloading to storage media.
Why are many of my camera videos not stored on the cloud?
If you have purchased an event cloud storage service package, videos shot by your camera are uploaded to the cloud only when the video image changes.
Cloud storage service discount?
Dear user, sorrry for the inconvenience. The discount for the cloud storage service is not allowed. Thanks for your support.
The device can not show in apple watch?
Dear user, sorry for the inconvenience. As for the apple watch, it is decided by manufacturer. It is the device itself function. Some device has this function, some have not. Thanks for your understanding and support.
Why is there no data on the cloud when I check my device?
Dear user, we are sorry for your inconvenience. Data may be unavailable under the following conditions: You have just purchased the cloud storage service. In this case, it is normal if there is no data. Your device is offline. Offline devices cannot upload data to the cloud. Your device is damaged and cannot upload data to the cloud. In this case, contact the device supplier to repair your device. Please check whether your logged in account is the account that was bound when you purchased cloud storage. Cloud storage is bound to the account and the camera. If the cloud storage machine is bound, after resetting, re-bind a new account, If you want to use cloud storage, you need to purchase again. (The camera of the same model only needs to purchase the cloud storage service once, if it is not the same model, you need to purchase the cloud storage service again)
Can a user view previous video data of a device after I canceled the cloud storage service for the device and the user purchased the cloud storage service for the device again?
No, the user cannot see the information without knowing your user account information. The cloud storage service validity period and data are bound to the device and user information. To use the cloud storage service for a device, a user needs to purchase the service for the device and cannot check video data uploaded under any other user's account.
Can I configure the app to call me when my device detects an exception?
Yes. The operations are as follows: Log in to the app and choose Me &rt; More Services. Tap Phone Reminder under More Services and tap One-click Activation to activate the service. When configuring an action for your device, tap Send a Reminder and select Missed call reminder.
Why can't I activate the phone notification service?
The phone notification service is only available in the region of China.
I cannot find the way to buy the cloud service?
Dear user, we are sorry for your inconvenience. If you do so Open our App Tap Me—More Services Tap Cloud Storage for Cameras Thanks for your understanding and support.
How do I disable the phone notification service for a specific smart scenario?
Tap the scenario under Automation on the Smart page, and delete Missed call reminder from Carry out the following actions.
How is the validity period of a phone notification service package calculated?
The phone notification service takes effect immediately after you pay for it and will be valid for 29 days plus 23 hours 59 minutes and 59 seconds thereafter. For example, a user paid for a 30-day phone notification service package at 12:30 on October 1, 2018. The user's service would be valid until 12:30:59 on October 31, 2018.
Can I view my camera videos stored on the cloud on my PC?
Dear use, we are sorry for your inconvenience. Due to some security considerations and technical reasons, the cloud-stored camera videos cannot be viewed on PCs.
How do I view my camera videos that are stored on the cloud on my mobile phone?
Start the app, tap the camera whose cloud-stored videos are to be queried, and tap Cloud storage.
Can I change the called number of the phone notification service?
Hello, the phone number that receiving the notification is the number you used to register, and the change is not supported at this time.
How many free phone notifications are support?
The free trial of the phone notification service supports three phone notifications per account per day.
Which cloud storage package is suitable for me?
You can purchase a service card based on your requirements. For example, if you purchase a 7-day event card, the cloud stores your videos from the latest seven days and deletes the videos that have been stored for longer than seven days. Event cards and continuous cards are different in how they trigger the video upload. An event card uses the event triggering mechanism, that is, when a device detects a change in a video image, it uploads the video data to the cloud. A continuous card uses the continuous upload mechanism, that is, a device continuously uploads video data to the cloud 24 hours a day. The service may be valid for one month or year. Within the service validity period, you can view videos stored on the cloud.
Which number will the app use to call me?
After you activate the phone notification service, you can tap “Me--More Services--Phone Notification”,find “Reminder receiving NO.”to see notification number to check the incoming call number. You are advised to save the number to your contact list to not miss or intercept calls from this number.
What is Cloud Storage for Videos?
The Cloud Storage for Videos service provides cloud storage for videos of smart cameras.
What is 14-day for 365 days?
Dear user, sorry for the inconvenience. 14-day for 365 days means that the 14-day record subscription will last for a full year ( 365 days ). If you subscribe a 14-day service, that means the record will be refreshed every 14 days, for example, if it's the fifteenth day, the record of the first day will be deleted, so on so forth. And a day is a day, no matter how long does the camera record in this day. Besides, if you want both your cameras using the cloud storage service, you have to subscribe cloud storage service for each of them. Thank you for your support and understanding
Does the cloud storage service support refunds?
No, there are no refunds.
Why can’t I see cloud storage when I change my phone and log in after purchasing cloud storage?
Dear user, we are sorry for your inconvenience. Please check whether your logged in account is the account that was bound when you purchased cloud storage. Cloud storage is bound to the account and the camera. If the cloud storage machine is bound, after resetting, re-bind a new account, If you want to use cloud storage, you need to purchase again. ( The camera of the same model only needs to purchase the cloud storage service once, if it is not the same model, you need to purchase the cloud storage service again )
App use Instructions
How do I add a home at first login?
After you register with and log in to the app, the Home page (device list) is displayed. The user avatar is displayed in the upper left corner. No weather or room information is displayed before home information is added. Tap Me in the lower right corner and choose Home Management. For new users, the home information editing page is displayed. If you have added homes before, tap Add Home on the Home Management page to enter the home information editing page."
In addition to restoring factory settings, is there any other interface to clear historical data?
Hello, the device usage data can only be cleared by “Remove Device—Disconnect and wipe data”.
Is there any regional restrictions when remotely control the device?
There is no limit. We uses the world's largest service provider cluster (ALI Cloud,AWS,Microsoft Azure,Tencent Cloud), a global deployment server, which covers all areas except Antarctica and can be remotely operated in any corner of the world.
Who can invite others to join a home?
Only the homeowner and administrator can invite others to join a home.
Maximum number of devices in a device group?
Hi! The maximum number of devices in a device group is 100.
How to rename the control button of the device?
Hello, we are sorry for your inconvenience. First of all, not all device buttons support custom naming. This needs to be set by the manufacturer when designing the product. If there is no edit button next to the device button, it means that the device button of this device does not support custom naming. Thank you for your understanding and support!
How many characters can I enter a 'device name'?
Hi, up to 64 characters.
Why is the IP address displayed in device information not the same as my home network IP address?
A hardware device must have an IP address during network configuration on the app. This IP address is not the device's real IP address because the device's real IP address belongs to the routing network segment. The IP address is a gateway IP address used to connect the private network to the Internet. The gateway IP address is the public IP address of the router on the home network and exists in all network access scenarios.
Number of invited families?
Hi! The number of invited families is 10.
Can I use the app to manage a smart device that I bought from another platform?
Currently, we cooperates with more than 100,000 smart device manufacturers. You can manage your device with the app only if the device is designed with our networking module. We recommend that you consult your device manufacturer for details.
Maximum number of automation conditions?
Hi! The maximum number of automation conditions is 10.
Maximum number of automation actions?
Hi! The maximum number of automation actions is 150.
What permissions does an administrator have?
An administrator can manage devices, rooms, smart scenes, and ordinary members in a home but is managed by the homeowner.
Maximum number of families a user can create?
Hi! The maximum number of families a user can create is 20.
Why does "No available device." display on the Watch page?
You cannot operate devices, device groups, shared devices, or shared device groups without a shortcut switch through Apple Watch, and they are not displayed on the Watch page. Check whether there is a shortcut switch button next to each product on the Home page.
Why does a smart device added to the app automatically start or stop?
We recommend that you perform the following troubleshooting steps: Check whether you have shared this device with others. If yes, this problem usually occurs because another user is managing it. If not, remove the device and then reconnect it to the network. Specifically: Open the app and go to the device's control panel. Tap ... in the upper right corner to go to the device details page. Tap Remove Device in the lower part of the page to disconnect it. Reconnect the device to the network. If the problem persists after the preceding steps, upgrade the firmware: Open the app and go to the device's control panel. Tap … in the upper right corner to go to the device details page. Tap Check for Firmware Update in the lower part of the page, and then tap Update Now. If the problem persists, check the network's signal strength, and consider increasing routers if the network signal is weak. If the device is powered on frequently, check whether the power module is normal. If the problem persists, provide us with your account, mobile phone model, system version of your mobile phone, app version, device version, and device ID. We will arrange technical support to help you.
Can I move all the devices in one home to another as a whole?
Currently, our app does not support this feature.
Does app support pattern lock How do I set a pattern lock?
Tap Me and then tap your user avatar. Tap Account and Security, and tap Pattern Lock on the page that appears. Then you can record your pattern lock to enable this feature. When pattern lock is enabled, you must draw the same pattern every time you log in to app. If you forget the pattern, tap Forgot Pattern Lock in the lower part of the page. The app will send a verification code to your mobile phone. Then you can enter the verification code to record a new pattern lock.
Can I add home members of different countries?
Currently, you can only add members in the same region.
Unable to share devices to my family/others?
Dear user, we are sorry for your inconvenience, if you do so: Please confirm whether the user has the account of the App. Please confirm whether the area you registered with the other party is in the same country/region.You can only share devices with whom registered in the same country/region. Bluetooth mesh and Zigbee devices do not support the sharing of separate devices due to their reliance on the gateway. You need to share its associated devices as well so as to operate normally. For a regular family member, it is recommended that you share all the devices with him/her by adding family members.
Will the previous home devices be synchronized at new home?
The devices of different families are isolated and will not be synchronized. If the devices are shared by others separately, they will be displayed on the new home page, and other devices will not be displayed.
If I have created two families using my account, to which one will the devices shared by others belong?
Devices that are shared to you by others are shared to your user account, so you will see the devices shared to you in any Home that you are a member of.
How can I add family members?
Click Me on the homepage and click Home Management. Select the family to which a member is to be added, and click Add members. On the displayed Add members page, specify Name for the member and set Account number to a mobile phone number or an email address. You can specify this member as an administrator by enabling Set as administrator. After you configure the member information, click Add. The new family member can see the family information after logging in to the app.
Will the family information be cleared after the family is deleted?
If you delete a family as the family administrator, the family information will be cleared and the added devices will be reset. If you delete a family as a common family member, the family still exists, but you leave the family and can no longer view the family information or operate the home appliances or scenes.
Can I choose to show the weather of another city on the homepage?
By default, weather data is obtained based on your home location. You can tap the weather display on the home page and then change the location, but be aware that this changes the location for the currently selected Home.
How do I switch between multiple homes?
On the Home page, tap the drop-down arrow in the upper left corner and select a home.
How can I let another person to see the camera?
Dear user, we are sorry for your inconvenience. If you want the other person to control your camera, you can let the other person to register a APP account that you used, then you can share the camera to him and he will be able to control the camera and see it. Thanks for your understanding and support.
How to change the sequence of device?
Dear customer,sorry for the inconvenience,you can do so.Please turn on the homepage of app and look for the "..." icon in APP. Then tap it you will see a "dvice sequencing". Tap it and adjust the sequence.
How to use home management?
Logging in and follow the instructions on the page to add your own home, set the home name and home location, or add other rooms. Multiple families can be created under one account. You can click the button in the upper left corner of the Home page or click Home Management-Add Home on the Me page Enter the added home, then enter the home settings page, you can add members.
What permissions does a homeowner have?
The homeowner has the highest privilege in a home and can manage devices, rooms, smart scenes, administrators, and ordinary members in the home.
How are the homeowner and administrator different?
The homeowner has the highest privilege in a home and can manage devices, rooms, smart scenes, administrators, and ordinary members in the home. An administrator can manage devices, rooms, smart scenes, and ordinary members in a home, but is managed by the homeowner.
What's the Differences among Home member, Administrator and Home Owner?
Home Owner is the creator of the Home. Every Home only has one owner who gets all access including altering the access of Administrator. Administrator can manage Device, Smart, Rooms and Family members. Family Member can only use device and scene.
How many characters can I enter a 'family name'?
Hi, up to 25 characters.
Can all members in a home operate and edit devices?
No. Only the home owner and administrators can operate and edit devices. Ordinary members can only use devices and smart scenes.
How do I set the language for home notifications?
The language for notifications displayed at the notification bar of your mobile phone is the same as the language that you used in the last login. The language for notifications received within the app is the same as the current app language.
How do I link a third-party smart speaker to the app?
Go to the Me page and tap More Services. In the Third-Party Access Service section, tap the icon of the required third-party smart speaker, and then follow the instructions to link the smart speaker to app.
How to remove the device?
Go to the device control page and click the button on the top right corner of the page. Then click "Remove Device" to complete the operation.
How to rename the scenes?
Dear user, we are sorry for your inconvenience. As you have edited the automation, you can see the tasks in the list. Then you can see the upper right button in each task "...", then you can find the choice in the popped up page to rename the scenes. Thanks for your support and understanding.
Controlling Devices and Executing Scenarios in the App on an Apple Watch?
Open the app on your Apple Watch and slide the screen to switch between the device and scenario lists. Select a device to control or a scenario to execute. Tap and hold the screen to update the list data.
Managing Devices and Scenarios in the App on an Apple Watch?
To display specified devices and scenarios in the app installed on your iPhone on the paired Apple Watch and adjust their display order, perform the following steps: Open the app on your iPhone. Tap Me—Watch—Device or Available Scene. Select devices or scenarios to display on the Apple Watch and adjust their display order. Tap Save. A notification is sent to your Apple Watch to synchronize the data.
Displaying Devices and Scenarios in the App on an Apple Watch?
When your iPhone is paired with your Apple Watch and the app is installed on the Watch, the devices and scenarios under your current home in the app installed on your iPhone will be displayed on your paired Apple Watch by default. The Apple Watch only displays devices that support shortcut control, with an upper limit of 30. The Apple Watch only displays manually executed scenarios, with an upper limit of 50.
How do I delete my home?
Dear User, sorry for the inconvenience.If you want to delete your home,you can follow the steps: Open your app,click "ME" on the homepage. Click "Home Management" to get more information; Click the name of the home you have created, then you will turn to another page,at the bottom of the page, you can find "Delete Home".
How do I deactivate/delete my account?
Tap Me and then tap your user avatar. Tap Account and Security, and then tap Deactivate Account at the bottom of the page. Tap Confirm on the warning page. The system will permanently close your account seven days later and delete all information related to your account. However, if you log in to your account within the seven days, your deactivation request will be revoked.
How do I change my time zone?
Tap Me and then tap your user avatar. Tap Account and Security and then change your time zone. You can also change your profile photo, username, and the temperature unit (°C/°F).
How do I change my alias?
Dear user,you can click “Me - Profile” to enter Personal Center to edit your photo, nickname, temperature unit and time zone here.
How do I change my profile photo?
Dear user, you can click “Me - Profile” to enter Personal Center to edit your photo, nickname, temperature unit and time zone here.
How do I modify my login password?
Tap Me and then tap your user avatar. Tap Account and Security and then change your login password. You can also set a pattern lock or deactivate your account.
How do I change the temperature unit?
Use either of the following methods: Tap the weather module on the Home page, tap the downward arrow of Outdoor Temperature, and then select the desired temperature scale/unit. Tap Me and then tap your user avatar. Change the temperature unit (°C/°F), your profile photo, username, or time zone as needed.
How do I use Cloud Storage for Cameras?
Choose Me &rt; More Services, and then tap Cloud Storage for Cameras. Purchase this service. To purchase this service, you must first add a smart camera to app. After that, the device will encrypt your video data and upload it to the cloud server. You can view previously uploaded videos anytime. Note that you cannot download videos that you have uploaded.
How do I use Phone Call Notification?
Choose Me—More Services, and then tap Phone Notification in the upper right of the page that appears. Purchase the service. When a notification condition is triggered, the app will notify the phone numbers that you have set through phone calls to protect the safety of you and your family anytime, anywhere. App only supports sending notifications to mobile numbers. You must provide a mobile number to receive notifications if your account was registered with an email address.
How do I use AI Filtered Notification?
Choose Me—More Services, and then tap AI Filtered Notification in the upper left corner of the page that appears. Purchase this service. To purchase this service, you must first add a smart camera to app. After that, the cloud server will filter images submitted by your smart camera, and use smart algorithms such as human shape recognition (HSR) to push you precise messages.
Where abouts do /can I find that?
Dear user, we are sorry for your inconvenience. If you do so: Open our app Tap "me" option on the bottom of your screen Then tap “setting”; You will find “About” in this page Thank you for your support and understanding!
What should I do when a firmware upgrade fails?
Dear user, we are sorry for your inconvenience, and please exclude it as follows: Check whether the network is stable. We recommend that you move your device to a more stable network environment or use a mobile hotspotto upgrade the firmware again. If you are upgrading the firmware of a Bluetooth device, check whether the app is always running at the frontend. If you exit the app, the firmware upgrade may fail. If the problem persists, please provide us with your App ID, device ID, and device firmware version number. Open our app Go to the control panel of the device you want to view and click the button in the upper right corner. Click on "Device Information" and you will see the "Virtual ID" of the device. Click the "Check Firmware Update" button and you will see the firmware version number of the device. Thank you for your support and understanding.
How many administrators can I set?
The number of administrators is not limited.
How to turn common member to administrater?
Dear user, sorry for the inconvenience. You can ask the Home owner to give you an administrater title. The home owner can follow the steps: Open the app Tap "Me" button on the down right corner Tap "Home Management" button Tap the home name You can see home member Tap the home member you want to give the administrater title Change his or her family role to administrater. Thanks for your support.
Maximum number of users with whom a device or device group is shared?
Hi! The maximum number of users with whom a device or device group is shared is 20.
Maximum number of timed tasks for one device?
Hi! The maximum number of timed tasks for one device is 30.
Maximum number of devices in a room?
Hi! The maximum number of devices in a room is 50.
Maximum number of device groups for a family?
Hi! The maximum number of device groups for a family is 20.
Single home device limit?
Hello, the single home device limit is 120.
Maximum number of automation actions for a family?
Hi! The maximum number of automation actions for a family is 40.
Maximum number of rooms for a family?
Hi! The maximum number of rooms for a family is 20.
Maximum number of family members?
Hi! The maximum number of family members is 20.
Maximum number of scenarios for a family?
Hi! The maximum number of scenarios for a family is 50.
Maximum number of actions for one scenario?
Hi! The maximum number of actions for one scenario is 150.
How do I delete a room after removing the devices from it?
Dear User, we are sorry for your inconvenience. Please follow the below steps to remove room: On the page Home, tap the right icon"..." of All devices; Enter the Room Management to manage the rooms you set; Tap the upper right icon Edit and you can remove the room you want to delete. Thank you for your support and understanding.
Does the app support IPv6?
Our supports IPV6 networks.
How can I use the 3D Touch function for the app?
Tap and hold the app icon on Apple Watch. A shortcut menu is displayed, showing Message Center, Voice, Add Device, and a share icon.
How many devices can I add to your app?
You can add up to 4,000 devices.
Why does my device automatically turn off before the preset time?
We recommend that you delete the previous time and set a new one. If the problem persists, disconnect the device, reconnect it, and then set a new time.
Why isn't weather information displayed on the Home page of my app?
The weather information is displayed above the device list only after you complete your home information and location. You can tap it to view detailed weather information.
Can I download your app to my Samsung Galaxy watch?
Currently, our app does not support Android watches.
How many characters can I enter a 'family member name'?
Hi, up to 50 characters.
How do I set the home location?
After you register with and log in to the app, the Home page (device list) is displayed. The user avatar is displayed in the upper left corner. No weather or room information is displayed before home information is added. Tap Me in the lower right corner and choose Home Management. For new users, the home information editing page is displayed. If you have added homes before, tap Add Home on the Home Management page to enter the home information editing page. Set Home Name to a string of up to 25 characters. Tap the Home Location text box. The mobile phone can automatically locate your home location. You can also manually set the coordinates to change the home location. Currently, you cannot manually enter a geographic location. Confirm the location and tap OK.
Handling a Device or Scenario Data Loading Failure in the App on an Apple Watch?
Check that your iPhone and Apple Watch are properly connected through Bluetooth. Check that you can log in to the app installed on your iPhone. Open the app on your Apple Watch. Tap and hold the screen to update data. If the data is not updated after multiple attempts, open the app on your Apple Watch, restart the app on your iPhone, and update the data again. If the data is still not updated, restart your iPhone and Apple Watch. Connect your iPhone to your Apple Watch through Bluetooth and try again.
Why are other air quality indicators not displayed on the homepage?
Other air quality indicators, such as PM2.5 and humidity, are displayed on the homepage only after you set the location of your home.
Is there any limit on the number of Zigbee gateways that can be added to the app?
There is no limit on this.
Does app support landscape mode?
Currently, app does not support the landscape mode.
How many devices can the app control at the same time?
Hello, my device list in the app supports up to 200 devices, but the router has a bottleneck, and a router hangs about 10 (depending on the router performance).
What is a home in the app?
In the app, a home contains all the devices that you have added. You can add rooms and members to a home for better device management.
How many Wi-Fi devices can I add?
Our app supports home-based device management. You can add up to 100 Wi-Fi devices to one home.
How long will the user information be stored on the app?
The pictures and videos captured by the camera are stored for 30 days, and other information is stored permanently until the user stops using the account.
The positioning function on the app is inaccurate. Can I reset the positioning?
If you want to change location,you can open the app,and click "Me—Home Management" choose the Family which you want to change,and set Home location. Note: account region cannot be changed.
App features and usage limits?
The limits are as follows: User created family limit:20 Single Family member limit:20 Single Family room limit:20 Single home device limit:120 Single home device group limit:20 Single family scene limit:50 Single home automation quantity:40 Single room device limit:50 Device group device limit:100 Single scene action limit:150 Single device timing limit:30 Number of automated actions:150 Number of automated conditions:10 Single device sharing user limit:20 Number of families being shared:20
Account and login
Is the login verification code valid for one minute?
Although the countdown of sending the verification code lasts for one minute, the actual login verification code is valid for half an hour.
Can I use an email address or a mobile phone number to register with the app?
Yes. If you register a mobile phone number account, you must select the country or region selected when the mobile number is registered to log in to the app. If you register an email address account, you do not need to select the country or region during login.
Can I use a third-party account to log in to the app?
Yes. Currently, you can only use your WeChat account to log in to the app. More third-party login methods will be supported in the future.
When I create a user name, why does the message indicating that the user information storage fails display?
Users with the duplicate name are not allowed.
How Many Verification Code SMSs Can I Receive a Day?
Each account can receive a maximum of 15 verification code SMSs a day.
What can I do if my phone number has already been registered?
Dear user, we are sorry for your inconvenience. When you log into the app with the phone number, can you choose "forgotten password? If you can, you can get a new password to register it. If you still have the problem please feel free to let us know. Thank you for your support and understanding.
How many characters can I enter a 'user name'?
Hi, up to 150 characters.
How many user can log in with one account at the same time?
Generally no limit.
After replacing the mobile operating system, can the original app account log in normally?
As long as you use the same app, you can still log in and keep the original data and settings.
Can I change the phone number associated with my account?
Dear user,sorry for the inconvenience,Sorry, we do not support changing the mobile phone number for the time being. If you want to continue using the new mobile phone number, you need to add all the devices to this account, and then you are advised to deactivate the known account and click “me” in the app. Then click on your avatar to select account security and management, and choose to disable the account. Apologies for the inconvenience caused.thank you for your support and understanding.
Why can't I change my account region?
Hi,account region cannot be changed.
What should I do if I forget the password of my account?
Dear user, sorry for your inconvenience. If you forgot your password of the App, you can reset the password through the process of recovering: Click“Forgot Password” in the logo in page The system will automatically locate the current country/region you are in. You can also choose the country/region by yourself. Enter the mobile number/email that you use to register and click “Get Verification Code”. Enter the verification code you receive in SMS or email; Enter your new password, click“Done”to reset the password. The app will automatically log in using your new password
If I replace my IOS system by Android, my account can be logged in normally?
If it is the same APP, you can still log in, and original data and settings remain. Android and IOS App accounts are the same.
Why the registered account does not exist when logging in?
Please make sure whether the app that you previously signed up and the one you're logging in are the same; Whether the country you select when signing up is the same as that when logging in; Is the user name entered correctly? For instance, you misremembered the email account or password; Please confirm the registration method at that time. For instance, you logged in with a social account at that time, but enter an email account now; If the above problem does not exist after the investigation, please feedback.
How do I log in to the app?
If you have an app account, tap Log in with Existing Account under Register to enter the login page. Use the country or region that the system automatically identifies and displays or manually select a country or region. Enter your registered mobile phone number or email address and the password, and tap Log In.
How do I register an app account?
Tap Register. Read the Privacy Policy page that appears and tap Agree to enter the account registration page. Use the country or region that the system automatically identifies and displays or manually select a country or region. After registration, the country or region cannot be changed. Enter a mobile phone number or an email address and tap Get Verification Code. Enter the received verification code. On the displayed password settings page, set a password as prompted and tap Done.
How can I change my account?
Sign up for a new account with your new email/phone number. Enter the old account, add the new account to the home, and set it as an administrator. Enter the old account, remove the device from the old account; enter the new account, re-add the device Manually reset the device, enter the new account, and re-add the device.
How to release cell number from old account?
Dear user, we are sorry for your inconvenience. The cell number can only be linked to one account. You must deactivate the old account and then link the number to your new account. We are unable to release it. Thank you for your support.
How to set up an unlocking pattern in the app?
Open App, in the "Personal Center" page, click the personal center picture to enter, and then click "Gesture Unlock" to set up your unlock pattern.
How to delete app account?
You can click profile picture to enter "Me" page.Then click "Accout Security" and "Deactivate Account".
How to change the country / region on an account ?
Dear user, we are sorry for your inconvenience. The account region cannot be changed.
How do I change my app account and password?
1. Account: Currently, your app account cannot be changed. 2. Password: Tap Me, your account (avatar), and then Account and Security. Select Change Password and tap Change Password. The system immediately sends a verification code to your registered phone number or email address. Enter the validation code and a new password. Tap Complete to finish the settings.
How many verification code can be sent continuously?
1 message in 1 minute, up to 15 in 24 hours.
Fail to link mobile number to new account after deactivating?
Dear User, if you deactivate your account, you have to wait for seven days and you also can't log in again durting that period. It does not take effect immediately. Thanks for your support and understanding.
Why can I still log in to the app, even selecting a different country code from that at the time of registration?
Account names based on an e-mail Address. If you register an account using an e-mail address as the account name, the country code of the e-mail address is used to select which country to sign up in. However, for e-mail-based accounts, the account name does not depend on a country code, so you can log in with another country code using the same account name. Account names based on a mobile phone number. Accounts based on mobile phone numbers are different. If you register an account using your mobile phone number, the area code is taken into account during log-in and so an error will occur when you log in using a different country code to that selected during registration.
Why can't I receive the verification code when I register my account with my email address?
If you don't receive a verification code email, check your email client Spam folder for an email sent from this address: system.ay@notice.ismartlife.me If the verification code email has been blocked, you can add this email address to the mailbox white list which may help to solve the problem. (Refer to your email client documentation for instructions on how to do this.) If the problem persists, use the Report Issue feature in the App Help Center to let us know. (Please specify the user account that is affected.)
Why there is no respond when I scan and click the QR code to download the APP?
If you scan with WeChat, you need to open the browser with your phone.
Why is a security reminder displayed when I open the app?
For security purposes, system risks are detected when you log in to the app. If a root access issue or an unauthorized access risk is detected, the app prompts you with a security reminder and you can decide whether to exit the app.
Why can't I receive the verification code when registering in the app?
Dear User, Sorry for the inconvenience .Do you register with your mobile number or email? If it is a mailbox, please check if it is in your trash. The email address for our verification code is system.ay@notice.ismartlife.me.If it is a mobile number, please check the Region Code, is it right or not. In other hand, the maximum number of captchas is 15 for each mobile phone per day, You can’t get the verification code again beyond . Please try again on the next day. If you still have problems, you can provide the name of the APP that did not receive the verification code, the APP account number, and the specific time when it was not received.Thank you for your support and understanding.
Can I log in and use one account at the same time on multiple phones?
An account can be logged in multiple mobile phone and use at the same time.
How long before the app returns to normal if I am told that I have been trying to log in to the it too frequently?
In this case, you need to wait 24 hours to try again.
Does the app support logins with a Google account?
Currently, app does not support logins with a Google account.
Why can't I log into the app?
A server failure, a network issue, or incorrect email settings may be causing the problem. We recommend that you: Try again at a different time or in a different network environment. Use another mobile phone or mobile device and log in again.
How to reset password?
If you want to change password,you can open the app,and Click "Me"- "Tap to set your name"- "Modify login password"- tap "get" and type "Enter verification code" - enter new password - tap "confirm".
Forgot Password?
Tap “Forgot Password” in the login page, enter your phone number or email address, tap "Next", Then you will receive a verification code, type it and set your new password ,click "Confirm".
Software & System
Could it be prompted to upgrade the app during system upgrading?
The system upgrade does not matter with the app, and the app does not prompt for an upgrade.
Notification reminds me there is a firmware update but I cannot update it?
Dear User, Sorry for the inconvenience. can you provide your App account and device ID, we will check it fo you. Thanks for your support.
How to change the account(email) of APP?
Our account is not supported  to change. If you  want to change the email, you can deactivate account and register a new account use your new email . Please follow these steps: Me-avatar - account and security - deactivate account. If you deactivate account, please do not log in the account in 7 days, or the old account will be activate.
The application cannot be opened or loaded, and cannot be stopped from loading.?
Dear user, sorry for the inconvenience,if you do so: Ensure that the network environment has strong and stable signals. Please restart your phone, and try again. Please reinstall the App, and again. If the problem still occurs, there may be compatibility issues between the App and your phone. Please submit feedback in the APP, provide us with the App version, login account, phone model, and system version, so we can help you to check it.
Why is it still running power after I have turned Android app to the background?
Hi, the new version of Android app has adapted to the Android 8.0 system. The new rule of Google is that if an app needs to establish a connection with the server after it has quit to the back-end, the app is obliged to make a notification to inform the user that it is running in the back-end, so there comes this notification. It is not displayed because the system decides that the app consumes so much power, please rest assured.
How do I view the current app version?
To view the current version number, open the app and choose Me—Settings —About—Current Version.
How to upgrade firmware?
If firmware needs an upgrade, a window will be popped up when you open the app. Simply tap "Upgrade" when you see it. Alternatively, after you enter the device page, tap it in the top right corner and tap "Check for firmware upgrades" to see if any firmware needs an upgrade.
How to upgrade the App?
There are two ways to upgrade the App: 1. Go to the App store to upgrade; 2. Open the App, click "Profile" in the lower left corner, and then click "About" to check for updates. If "Latest Version" is displayed, it means that it is no further updates are required.
What should I do if the winter/summer time goes wrong?
We recommend that you upgrade the firmware or reset the device to factory settings .
Why should I still need to re-enter the Wi-Fi password when I connect a new product?
Dear user, sorry for the inconvenience. but due to user privacy considerations,We did not save the Wi-Fi password that user entered. We will optimize it later so that user can choose whether to remember the password or not.
Can I use your app on iPad?
Dear user, do you mean you use the app on your ipad? If so, you are suggested to use our app on your phone. Because, pad is not so compatible with our app. That means you can use it but the use experience is not so good. Thanks for your support
What is the running version of the phone that the APP requires?
IOS ≥ V9.0 version, Android ≥ V5.0 version(Only for Phone), Bluetooth device ≥ V5.0.
How to change the app language?
App's interface language is based on the language of your mobile phone system. For example, if your mobile phone system language is English, App's interface language is also English.
App often crashes and cannot be used normally?
Dear user, sorry for the inconvenience,if you do so: Check your phone system version: IOS ≥ V9.0 version, Android ≥ V5.0 version(Only for Phone) Please restart your phone, and try again. Please reinstall the App, and again. If the problem still occurs, there may be compatibility issues between the App and your phone. Please submit feedback in the APP, provide us with the App version, login account, phone model, and system version, so we can help you to check it.
What should I do when the location in the app is inaccurate?
Tap the weather information at the top of the homepage to access the details page. Tap the location button in the lower right corner to show your current location. You can also search for your address in Search Places.
Can the app run on my PC?
No PC client has been launched at the moment, nor has there been an app version that supports tablets, but some tablets are compatible with mobile apps. IPad, for instance, you can download the iPhone version instead. However, no interface adaptation has been made, so the user experience may not be good. Thanks for your understanding.
What should I do if the app fails to upgrade, does not work after an upgrade, or crashes?
Update or reinstall the app. If the problem persists, provide us with your account, mobile phone model, system version of your mobile phone, and the app version. We will arrange technical support to help you. You can use either of the following methods to send us the information: Contact our online customer service. Choose Me—FAQ & Feedback, tap Report Issue in the lower right corner, select the device, and then submit the ticket.
Display and notification
(XiaoMi) How do I turn on notifications and lock screen notifications in the phone settings?
1. Enter the phone settings page: click "Lock screen"—open "Wake Lock screen for notifications" option 2. Return to the settings page, click "Notifications"—"Lock Screen Notifications", find the App and turn on the switch 3. Return to the "Notifications" page, click "Floating Notifications" button, find the App and turn on the switch 4. Return to the settings page, click "Battery & Performance" option to turn off the "Battery saver" and "Ultra battery saver" options. (After opening these two options, the system will block many notification messages) 5. Return to the settings page, click "Apps"—"Permissions"—"Autostart", find the App and turn on the switch 6. Return to the "Permissions" page, click "Permissions", click the App that needs to be set, switch on "Show on Lock Screen", "Display pop-up windows while running in the background" and "Permanent notification" options
(HUAWEI) How do I turn on notifications and lock screen notifications in the phone settings?
1. Enter the phone settings page: click "Notifications"— "More notification settings" , and turn on all the switchs 2. Return to the "Notifications" page, find the App and turn on all the switchs 3. Return to the settings page, click "Apps"—"App launch", find the App and turn on the switch 4. Return to the settings page, click "Battery" option to turn off the "Power Saving mode" and "Ultra Power Saving mode" options. (After opening these two options, the system will block many notification messages)
(Samsung) How do I turn on notifications and lock screen notifications in the phone settings?
1. Enter the mobile phone settings page: Click "Lock Screen"-open the "Always On Display"-click "Show Always" 2. Go back to the "Lock Screen" setting page and scroll down to find the "Notifications" option-open "Notification"-open "Show on Always On Display" 3. Go back to the "Settings" page of the phone and scroll down to find "General Management"-click "Battery"-click "Power Management" 4. Go to the "Power Management" page, turn off the two options "Adaptive battery" and "Put unused apps to sleep", click "Auto run apps" to open the corresponding App options
Why the device status doesn't synchronize with the status displayed on the APP?
If the device is controlled by a manual switch, the device may not be synchronized at the same time. It is recommended that you can open the App and the device status will be updated after operating. If the device is controlled by a manual switch, the device may not be synchronized at the same time. It is recommended that you can open the App and the device status will be updated after operating. If it is a lamp that has no switch itself (and the switch in the home is not a smart switch, the scene linkage is not set), such devices need to be connected to the network, and the physical switch of the lamp needs to be turned on, and then the APP can be used to control the lamp. However, when the power is turned off, the light and the APP lose contact. At this time, the light becomes an ordinary light. When the call is made again, the physical switch state before the light is "on", so the light is on. Under normal circumstances, after power-on, the APP status will automatically change to "on" state.
After the device is switched on, the power icon in the APP is not synchronized in time.?
Dear user, we are sorry for your inconvenience. After the device switch status in our APP changes, the power icon will change color. It is recommended that you check whether your network is in good condition. If the network is in good condition, we recommend that you remove the device from the APP and then add it again. If the situation does not improve, please provide the App version number and device ID and contact us, we will serve you wholeheartedly! Thank you for your support and understanding.
How long can a Bluetooth door lock's app records be kept?
They can be kept for up to seven days. There is no limit on the number of records.
Can I configure the sorting rule of devices added on the home page of the app?
Hello, you can manually sort the devices by clicking "..." on the homepage.
What information can I get from Message Center?
Message Center contains the Alarm, Home, and Bulletin tab pages. The Alarm tab page displays device alarms, automatic notifications, alarm notifications, and scheduled execution failure alarms. The Home tab page displays family-related messages, including messages for adding or removing family members, removing families, setting a family member as the administrator, adding devices, and sharing devices. The Bulletin tab page displays notifications for user feedback status updates and official pushes.
Do I need to adjust the Do Not Disturb time range setting based on the time zone?
No. The Do Not Disturb time range you set takes effect based on the time zone on your phone.
Can I set a Do Not Disturb time range involving two days?
Yes. If you set the end time earlier than the start time, the function stops taking effect at the end time in the next day, as shown in the following figure.
How can I block messages pushed by the message center?
The message center supports the do-not-disturb (DND) function. You can set the DND period for a product based on your life habits. The detailed procedure is as follows: Start your app and enter the Me page. Tap Message Center and Settings in the upper right corner and enable the DND function. Tap Add Time Period, set the time periods, and select the devices for which the DND function is enabled. Tap Save in the upper right corner. Then, you can view the time periods that you have set.
How long can a message be stored in the message center?
The message center only displays messages generated in the latest six months.
If I log in to the app on a mobile phone without logging out of the same account on another mobile phone, will I receive in-app messages on both mobile phones?
The in-app messages are pushed to an account, so you should receive the messages on all devices that you are logged into with your app account.
Why do I receive messages after I enable Do Not Disturb?
The Do Not Disturb function takes effect only after you enable it, set a time range, and select a device. It could be that the messages were received outside of the time range, or on an unselected device.
I have a device whose old schedule (ghost schedule) is active.?
Dear User, sorry for the inconvenience. You can try to reset the schedule and refresh the cloud settings. Or you can try to "Restore factory defaults" your device (note: this will make the device disappear from the list) and add it again. If your problem persists, please contact us again and let us know the specific time and device ID for further investigation.Thank you for your support and understanding.
How do I sort the weather information items?
Tap and hold a weather information item and drag it to adjust its sequence. Only the homeowner and administrators can sort weather information items.
How do I screen notifications?
To screen all notifications from Message Center, use either of the following methods: In the app, choose Me—Settings—App Notification. On the Notification Settings page, switch off Enable notifications. In the app, choose Me—Message Center, and tap the gear icon in the upper right corner. On the Notification Settings page, switch off Enable notifications. To screen notifications from the Alarm, Home, or Bulletin tab pages, go to the Notifications Settings page and switch off Alarm, Home, or Bulletin as needed.
How can I disable the message notification function of the app on my mobile phone?
To disable the message notification function of the app, log in to app, choose Me — Settings—App Notification, and deselect Push Notification.
How to clear device history data?
Dear User, we are sorry for your inconvenience. If you do so: Open our App click "me--message center". Click the icon below the "Gear" button. Then you can delete all the history notifications which belong to the device. Restore your device to factory defaults Thank you for your support and understanding.
How do I view more FAQs?
Choose Me—FAQ & Feedback. Tap All in the lower left corner to view or search for answers to your issue.
How do I view the progress of an issue that I reported?
Choose Me—FAQ & Feedback. Tap My Feedback in the upper right corner to view the progress and result of your feedback.
How do I block notifications for a specific period?
Use either of the following methods: Choose Me &rt; Settings &rt; App Notification. Choose Me &rt; Message Center, and tap the gear icon in the upper right corner. On the Notifications Settings page that appears, tap Do-Not-Disturb Schedule. If you are setting the schedule for the first time, you must first add a device for which you want to enable this feature.
How do I report issues that I have encountered?
Choose Me—FAQ & Feedback. Tap Report Issue in the lower right corner and report the issue.
How to delete the record of device in APP?
Dear user, sorry for the inconvenience. Please try to tap the icon in the up right corner. Or you can try to long press and right/left slide the record. If these ways are useless, please reset the device to factory setting and add it to APP. Thanks for your understanding and support.
Where does the weather information come from?
The app uses data from a third-party operator, which is Moji Weather for cities in China and Dark Sky for cities outside China. The specific data is displayed based on the home location you have set. If the app has connected to sensors such as an air purifier, a hygrometer, and a thermometer, the app preferentially displays weather information retrieved from the sensors.
Why can't I receive pushed messages from the app?
Dear user,sorry for the inconvenience,if you do so: Verify that your mobile phone allows the App to push messages. Please confirm to open the message push settings in the App, open the App, click Me-Message Center, click the button in the upper right,enable notifications. Check Notifications Settings, whether Do-Not-Disturb Schedule was on. If your mobile phone and device allow the app to push messages but do not receive any messages, check whether the app message center has new message notifications. The power saving function of some Android phones will close the background process of the App, which is also the reason why you cannot receive the App push: Please turn off the power saving function in the settings, or add the App to the white list of the power saving function (if there is no white list function, you need to turn off the power saving function). Please lock the background process of the App on the background management page of the Android phone, so that the Android system will not automatically close the background process of the App (Android systems with this function can see the "lock" mark on the background process of the App ). Please allow the App to start automatically in the system settings of the Android phone, otherwise the Android system will periodically shut down the background process of the unused App, which will also affect the push of App. If message pushing is enabled for the message center and your mobile phone but you still do not receive any messages, provide us with your device ID and the messages that you are supposed to have received. We will arrange for technical support engineers to troubleshoot this issue. The following is the specific setting process of some common mobile phone brands. Samsung phone XiaoMi phone HUAWEI phone
Why is the display in the living room, master bedroom, second bedroom, etc. in the state where the mobile phone language is English?
Hello, if you first registered your account with the Chinese system, when you create a family, it will generate Chinese room information. At this time, the phone language is switched to English, and the room name is not switched to English. You can change the English name to English by editing the room name.
Why the temperature of the device control page is still Celsius when the temperature switched to Fahrenheit in the APP settings?
Hello, the app and device control page are controlled separately. The temperature switch in the app settings is to switch the weather temperature of the main interface. If the device page supports temperature switching, you need to switch the operation in the control page.
Different brands of similar devices display different functions and styles in the APP?
Dear user, sorry for the inconvenience. If the two devices show different icon in the app , it depends on the device manufacturer setting.Some devices have the function .And some not .so that the two divices show differently in the app .Thank you for your support.
How can I obtain the environmental factors such as the weather on the app homepage?
We call a third-party operator's data, which is Moji Weather for cities in China and Dark Sky for cities outside China. The specific data is displayed based on the home location you have set.
Can the environmental factors at the top of the app be adjusted by myself?
After clicking this function area, there will be 4 environment parameters. Long press to move the order. The top 3 will be displayed on the home page of the app. The corresponding environment parameter values are directly provided by the cloud.
How do I switch between Celsius and Fahrenheit ?
You can click on the weather data on the homepage to enter into the setting page to change the temperature unit. You also can click on the profile picture of the “ME” page to enter into the “Personal Center” page and select “Temperature Unit” to change.
When App is started, is device status alignment immediate or delayed Is there a Spinner page during transient?
Delayed for at most 1s.There is no Spinner page.
DO you have separate or tailored notifications for per user?
Dear user, sorry for the inconvenience. We're sorry to tell you that the function you mentioned is unsupported at this time. But the users can set do-not-disturb schedule for different devices and the period of do-not-disturb. Enter the message center, tap the icon on the top right corner, then you can find it in the notifications settings. Thank you for your support and understanding!
How to set the time to 24-hour or 12-hour in the app?
Dear user, we apologize for the inconvenience. If you want to set the timing to be 24-hour or 12-hour, you can set 24-hour or 12-hour in the settings of the mobile phone, and then the timing of the app will also display as the 24-hour or 12-hour clock. Thank you for your support. Note: If it is a 12-hour clock, there will be AM and PM options to choose.
What is the humidity level of the Moist, Comfortable, and Dry displayed in the APP ?
Dry: Humidity ≤40%. Suitable: 40% < Humidity ≤ 70% Moist: 70% < Humidity ≤100%
How frequent is the weather and other data updated on the app?
Currently, about every half-hour.
Schedule and countdown
Set the sunrise to turn off the lights and the sunset to turn on the lights. Is the sunrise or sunset time fixed?
Dear user, we are sorry for your inconvenience. The weather factors such as "sunrise and sunset" in the automation are the data that from the third-party weather platform. It is also related to factors such as the home location selected in the app. If your time zone and home location are set incorrectly, the "sunrise and sunset" time will also be affected. Similar to the weather change on the user's mobile phone interface. Thank you for your understanding and support!
Do you have a time zone setting in your app so that when I travel to a different time zone my devices still operate in my home time zone at the correct time.?
Dear user, we are sorry for your inconvenience. The timing of the device is performed according to the time zone of your phone when the device is networked. That is, you are in the United States, but use a Beijing time mobile phone to configure the network for the device. Even if the user sets the system time of the mobile phone to the US time zone, the device will still perform timing based on Beijing time. The device time zone will only be updated after reconfiguration. And relly thank you for your suggestion. It will be transfer to relevant departments to evaluate. We will try to do better and provide our users with a better experience!Thank you for your support.Have a nice day!
What should I do when the time zone of my device is incorrect?
The time zone of your device is set based on the time zone configured on your mobile phone (or other smart devices) when it is used to connect the device to the network. To change the time zone of your device already connected to a network, first change the time zone in the system settings of the mobile phone. Then remove the device, reconnect it to the network, and add it again.
Which time zone is used for executing a scheduled task?
The scheduled task is executed based on the time zone of the mobile phone when the device is connected to the network. For example, a user in the USA uses a mobile phone with the Beijing time to connect the device to the network. Even if the user sets the system time of the mobile phone to the USA time, the device executes the scheduled task using the Beijing time. The device time zone is updated only when the device is reconnected to the network.
What if I changed my phone time zone after I add the device?
Dear User, Sorry for the inconvenience.The timing of the device is performed according to the time zone of the phone when the device is networked. That is, if you are in the United States, but use a Beijing time mobile phone to network the device. Even if you later set the phone system time to the US time zone, the device will still perform timing based on Beijing time. The device time zone will only be updated after reconfiguration.Thank you for your support and understanding.
Why is the Bluetooth device timing inaccurate?
After timing is set, a Bluetooth device will run the timing program locally. Common Bluetooth devices do not have an RTC chip and cannot ensure accurate running of the timing program. After a time, the timing information will be inaccurate. To solve this problem, a Bluetooth device needs to connect to a Bluetooth gateway to calibrate the time periodically with the cloud or mobile phone. However, the mobile phone may not always be connected to the Bluetooth device. To use the timing feature and ensure its accuracy, a Bluetooth gateway is required.
Device functionality lost after app updateapp?
Dear user,sorry for the inconvenience. Please refresh the device list and enter the view again. If this function still cannot be turned on, please remove this device and add it again and try again. If this problem persists, there maybe some changes in the setting as for the latest version, and you can't get it back. You can give us a description what your need is, and provide your App vision, your device ID and contact us again. We will reflect your issue. Thanks for your support.
Why does the countdown function not work when I set automatic device shutdown after 4 hours?
The countdown function is canceled if you turn off or reset the device during the set time period. If you want to shut down a device after a period of time when a scenario is triggered, start the device and enable the countdown function, and ensure that the device is not shut down or reset within the period. After the above method, if the countdown is still not possible, please provide us with the date,time and device ID of the specific operation, which will help you to further investigate.
Can the timer be set differently for several days?
You can open the app, go to your device, click"Add Schedule" and select multiple work days or weekends you need to set in the “Repeat” list.
Why is there a delay in timer settings?
Because of network latency, a delay of approximately 30 seconds may occur after you set a timer for your device.
what should I do if the “Scheduling”task is not correct or doesn't execute?
It is recommended that you re-edit the schedule, if it still does not work, please remove the device and add it again. If it is a Wi-Fi device, the device may be disconnected from the network, so time-related functions are invalid. If it is a Bluetooth device, it cannot always be connected to the phone, so it must be equipped with a Bluetooth gateway to ensure that the time-related functions of the device remain normal. If it is a Zigbee device, it must be connected to a Zigbee gateway in order to obtain time and keep time-related functions normal. If it still does not work, please provide the registered mobile phone number/area code and the id of the device, which will help you verify the processing.
What should I do when a timed task is not performed correctly?
Ensure that your device is powered on and turned on. Ensure that your device has strong and stable Wi-Fi signals and is in the online state in the app. After the device is scheduled, the device has not been shut down or reset, because shutting down or resetting the device will interrupt the timing process of the device; Ensure that the validity period of the scheduled task is correct. Tap Timing and check whether Repeat covers the required validity period (Monday to Sunday available) of the task. If the validity period is correct, delete the timed task and add a new one. If the problem is not improved, please restore the device to factory defaults through the app, set the timer task again after adding the device again. If the issue persists, provide us with your device ID and the specific time when the task failed (the configured validity period, time when the task failed to run, or time when the task ran but at an unexpected time). We will arrange for technical support engineers to troubleshoot this issue.
What if I changed the time zone in my personal center of the App?
Dear user, sorry for the inconvenience. If you change the time zone on your profile in our app, schedule/timer function may goes wrong, if so, we suggest you to delete current schedule/timer then edit new ones. If your device shows wrong time zone, we suggest you to remove it from our app, then select the time zone you need in your cell phone settings, then add the device back because the time zone of device is determined by the time zone on your phone rather than the time zone in our app. If these can't resolve the time zone issue you've encountered, please contact us and we'll be glad to help. Thank you for your support and understanding!
If a countdown and timer are set to the same time, one to turn it on and the other to turn it off, which will be prioritized?
Hello, no priority has currently been established. Whichever is executed first will be prioritized. The only difference is that, if the timer is executed first, the countdown will be cleared; if the countdown is executed first, the timer will not be cleared.
How to adjust the device time to DST?
Dear user, we are sorry for your inconvenience. The time zone of your device is set based on the time zone configured on your mobile phone (or other smart devices) when it is used to connect the device to the network. To change the time zone of your device already connected to a network, first change the time zone in the system settings of the mobile phone. Then remove the device, reconnect it to the network, and add it again.
How to set the time to manage the switch of the device?
After adding the device to the APP, select the device and enter the device control page.In this page, you will see a button of schedule/timer if the device function supports it.Then you can set the time, repeat times and whether turn on the timing function.
How to cancel the countdown function?
Please set the countdown timer at 0 hours and 0 minutes to cancel the countdown.
How to delete timer?
Dear user, sorry for the inconvenience. You are suggested to try to delete the timer and create a new one. The delete steps are: Open the app Tap smart button on the down middle of the page Tap automation button Tap the"..."button of the timer that has problem Tap delete button on the bottom of the page. Hope the steps can solve your problem. If you delete the timer, but the device still executes the previous timer, you need to restore the device to factory defaults and add it again (restore factory defaults button is at the bottom of the device setting page). Thanks for your support.
DST timer are off by an hour?
Dear User, we are sorry for your inconvenience of DST. Please delete the original timer then edit a new one to accommodate the DST. If the problem still exists, please remove the device and add it again. We will try to optimize the problem and do better to provide our users with a better experience! Thank you for your support and understanding.
The device don’t turn on after real sunset,but turn on one hour before sunset?
Dear user, please confirm that the time zone of your device under "Device Information" is correct, and then check whether the time zone under "Personal Center" in the app is correct, because these time zone settings will affect all " Schedule, Timing "and other time-related fuctions. You can fix these issues in the following ways: If the time zone of the device is incorrect, you need to remove the device after changing the time zone, and then adjust the time zone correctly in the phone settings, and then add the device again. This is because the device's time zone is based on the time zone in your phone settings, not the time zone under "Personal Center" in the app. If the time zone under "Personal Center" in the app is incorrect, after you change the time zone, you need to remove all "Schedule" and "Timing" and add it again. If the above two situations occur at the same time, please perform step 1 first and then step 2. If the problem is still not resolved effectively, please contact us again, and we will check for you what time the "sunset" time you set for the device for further investigation.
Will the schedule run on time in a different time zone?
Dear user, we are sorry for your inconvenience. If you change the time zone on your profile in our app, schedule/timer function may goes wrong, if so, we suggest you to delete current schedule/timer then edit new ones. Thanks for your support and understanding.
Could you delete schedules from the system
Dear user, we are sorry for your inconvenience. We can't delete any schedule from the system. You can restore the device as factory defaults, and clean the cache in the app and then readd it. If you still have the problem, feel free to let us know. Thanks for your support.
Can the timing be executed when the product is offline?
The timing function is implemented in two ways, namely cloud timing and local timing. Cloud timing: all timing data is stored in the cloud, and when the timing execution time is reached, the cloud sends commands to the device. If the device is offline at this point, the timing execution will be unsuccessful. If the device is online, it can be executed successfully. Local timing: all timing rules are stored not only on the cloud, but also locally on the device. The local timer of the device will determine whether the timing needs to be executed, despite the device being offline. Therefore, to figure out whether the timing function of your device is cloud timing or local timing, feel free to contact us and we will help you check.
What should I do when the app countdown function fails to work?
It's recommended that you delete the original timer then edit a new one so that the schedule task will perform accurately. If the problem still exists, please try to remove the device and add it again. If it is a Wi-Fi device, the device may be disconnected from the network, so time-related functions are invalid. If it is a Bluetooth device, it cannot always be connected to the phone, so it must be equipped with a Bluetooth gateway to ensure that the time-related functions of the device remain normal. If it is a Zigbee device, it must be connected to a Zigbee gateway in order to obtain time and keep time-related functions normal. If it still does not work, please provide your account ID and device ID, we will check it for you as soon as possible.
Device management and control
Can the device be added to two app accounts / mobile phones?
Dear user, we are sorry for your inconvenience. One device can only be bound to one App account in the same time, but you can share this device with other accounts so that other accounts can also control and use this device. Thank you for your understanding and support.
Device can not turn off via the App?
Dear User, sorry for the inconvenience. If you can turn off the device via App before. It's recommended you remove and reset the device, then add it again(the device maybe offline). Thank you for your support and understanding.
Devices can detect but cannot create scenes or automation to trigger?
Check whether your device is shared by another person. You cannot select a shared device for actions in scenes or automation settings. If your device is not a shared device, the device does not support scenes or automation settings.
The device can only be turn on and cannot be turn off?
Dear user,sorry for the inconvenience. Please reset the device to factory setting and add it again. Then check whether you can turn off it by APP. If you still cannot turn off it, please use the physical button and check whether you can turn off it. If you cannot turn off it by the physical button, pelase contact the manufacturer to check the hardware. Thanks for your understanding and support.
Can I share devices with both iOS and Android accounts?
Yes.
Why can't app manage the Bluetooth controller?
Check whether the Bluetooth controller is offline.
Do Bluetooth devices support scene-based control?
Bluetooth devices support scene-based control only when they are connected to our Bluetooth gateways. Bluetooth gateways of other brands are not supported because they use different Bluetooth protocols.
How do I remove a Bluetooth device?
You can remove Bluetooth devices only in a connected state. You can also reset the Bluetooth device, and then remove it from the app.
Do I need to a gateway for a Bluetooth light group?
When you are close to the Bluetooth devices, you do not need a gateway to manage the device group. To control the devices remotely, Bluetooth gateways are needed.
Can I add multiple control actions for the same device on the Automation page?
Yes. For example, you can configure a lamp to have an associated turn-on, delayed execution, and turn-off in sequence. Note that lighting devices will be disconnected from app after being turned on and off three consecutive times.
What can I do if the group control and scene control features work abnormally?
We recommend that you perform the following troubleshooting steps: Check the group control feature. Currently, the group control feature only supports devices of the same type. Disconnect the device and connect it to the network again. To do this: Open the app and go to the device's control panel. Tap … in the upper right corner to go to the device details page. Tap Remove Device at the lower part of the page to disconnect it. Reconnect the device to the network. Upgrade the firmware. If the problem persists after the preceding steps, we recommend that you upgrade the firmware. To do this: Open the app and go to the device's control panel. Tap … in the upper right corner to go to the device details page. Tap Check for Firmware Update in the lower part of the page, and then tap Update now.
How many characters can I enter a 'group name'?
Hi, up to 64 characters.
Does a smart scene exist if I remove one or all devices from it?
When you remove a device, a message will be displayed, indicating that automation and tap-to-run scenes associated with the device will become invalid. This means the scene will still exist on the Smart page, but it will become invalid and cannot be executed.
Can I control smart device when not at home?
If the device has been successfully connected to the network, ensure that the device keeps in the same network environment. When you leave home, you can use the our App to remotely control the device (App can monitor whether the device is in the normal connection state, and ensure that the device is in the normal online state). If you can't control your device when not at home,it may be that the device and the mobile phone are connected in the same local area network, but not connected to the network (Ethernet, generally it can also be called extranet). Please put the mobile phone next to the device, and then connect the same Wi-Fi as the device, try to open the web page to see if it can be opened, to determine whether Wi-Fi can connect to the network. If you cannot access the network, it is recommended to restart the router.
After sharing my device to family members, do I need to re-share it when adding a new device?
Device Sharing rules can be set by yourself. After logging in the APP, you can view the shared device in “profile”- “Device Sharing” Click and enter into the edit page of users who are sharing my bound device, and choose whether to start share the new device. If you choose to open, the subsequent devices that added will be automatically shared to users. If they are off, they will not be automatically shared and need to be manually shared again.
What does "Add to Home Screen" mean?
You can use this function to add device shortcut icons to the home screen of your phone for easier device control.
Why are app widgets that were added not displayed on the home screen of my mobile phone?
Due to the different compatibility of the Android system, the widget function of some mobile phones needs to obtain data normally when the App process is alive. It is recommended that you launch the app, open the device again, and try to refresh the data so that it will display properly in the widget.
Do the registered accounts that belong to different countries/regions support device sharing?
Registered account belonging to different areas is not sharing equipment, sharing equipment functions only support the same area.
Do wired gateways support local scenes?
Both wired and wireless gateways support local scene-based control. We recommend that you update the app and the firmware of all devices to the latest versions for a better experience.
Is there a way to give someone else permission to control my devices via their App account?
Dear user, sorry for the inconvenience. If you want to share with otheres and the others also can control the devices you have set , you can tap the home management, and then invite him to join your home, set him as a home administrator. Thank you for your support. Have a nice day .
How to set smart scenes?
After adding “Automation”, you will see a page called “Create Smart”that will guide you through the setting. You need to set up conditions that will be used later to trigger the scenario. Here, we take “Weather change”setting as an example. After you click”Weather change”, you need to set up conditions in more specific terms. Here we choose “Temperature”as an example. After you choose the temperature you want, click “Next” to save the setting and go to the next step. After the conditions are set, the app will turn to page for setting up tasks. Here we choose “Execution Equipment”as an example, which means choosing an equipment for executing the tasks. Here we choose the air conditioning as an exmaple. After choosing the device, you can set up multiple “functions”for it. For instance, we choose “Switch: On, Set Temp: 26℃, Mode: Cold, Wind: High”, which means that when the conditions we set are met, these functions will be on. Then click “Next”to save and go to the next step. Set “Condition” and “Task” to save. Click “+” on the upper right corner to add multiple conditions. Select effective period at bottom of the page for your “Automation”. Here, we choose “19:00 - 3:00” to avoid air conditioning being turned on during working hours when nobody is home.
What should I do when a smart task (one-click or automation) runs incorrectly?
Dear User, Sorry for the inconvenience caused by the scene/automation function. Ensure that your device is powered on and turned on. Ensure that your device is online in a stable and smooth network environment during task execution. If your device is online and started but the task runs incorrectly, delete that task and add a new one. If the issue persists, remove your device, add it again, and set a new smart task. If you are using a Zigbee device, check whether your device is connected to the gateway. If it is connected to the gateway, check whether too many devices are configured in the scenario. We recommend that you configure a scenario as a group. If you are using a Wi-Fi device, check whether your device is offline,please remove your device, add it again. If the issue persists, provide us with your device ID and the specific time when the task failed (the configured validity period, time when the task failed to run, or time when the task ran but at an unexpected time). We will arrange for technical support engineers to troubleshoot this issue.
How do I disconnect/delete a device if I want to reconnect it?
Tap the device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page. Tap to remove the required device from the devices list. Note that the automation and tap-to-run scenes associated with this device will become invalid. You can also reset the status of the net-pairing module to remove the device from your device list. Note: To associate a high-security level device such as a smart camera, video doorbell, or smart door lock with another account, you must remove it from the original account.
Why can't I find my device or device DPs when I set execution actions or conditions for scenes or automation settings?
Check whether your device is shared by another person. You cannot select a shared device for actions in scenes or automation settings. If your device is not a shared device, the device does not support scenes or automation settings.
I have used a Bluetooth mesh gateway, but why does my Bluetooth mesh device does not execute commands?
Please check if the gateway is within ten meters from the device for execution. If there is another network formed by mesh devices between the gateway and the device, please make sure the mesh devices in the middle are not low-power-consumption devices, such as door sensors, because they only transmit but not receive. When commands are received by these devices, the devices won't transmit them out. A combination such as gateway - door sensor - mesh light does not support communication.
How do I sort devices?
On the Home page, tap .... Choose List View or Device Sequence from the displayed shortcut menu.
How do I sort rooms?
On the Home page, tap ... and choose Room Management from the displayed shortcut menu. On the Room Management page, tap the sorting icon in the upper right corner. Drag rooms to adjust their sequence.
what is the longest distance allowed for the app to control bluetooth device?
When a device is connected and controlled through Bluetooth, the maximum theoretical distance is 50 m in an unblocked, interference-free, and open area. When using at home, it is recommended to control the distance within 10 meters.
What are the benefits for adding the voice assistant to the home screen of my mobile phone?
You can tap the voice assistant icon on the home screen to enter the voice control page and use voice commands to control devices added in the app.
If a device is reset, can the mobile phone connected to the device before resetting still control the device?
After a device is reset, the device is removed from the app automatically (which is not true if the device such as a camera is forcibly bound to the app). In such case, the mobile phone cannot control the device any longer and other mobile phones can connect to the device.
Can smart scenes be executed when the network is disconnected?
The new Zigbee gateway supports running local smart scenes with one tap. If all tasks and devices involved in a scene are bound to the new Zigbee gateway, the scene can still be executed as scheduled even when the network is disconnected.
Can I still control my Bluetooth mesh device that has been moved to another location in my mobile phone app?
If your mobile phone that is connected to your Bluetooth mesh device is within the communication range of the Bluetooth mesh device, you can control the device in the app directly. If a gateway is used between your mobile phone and Bluetooth device, you need to reconfigure the connection between your mobile phone and the gateway, but not the connection between the gateway and the mesh device.
Do I have to re-configure Bluetooth mesh devices if I change to a different mobile phone?
Device information is bound to your app account. You can use it to log in to the app and control Bluetooth mesh devices under the account, regardless of which mobile phone you use. To use multiple mobile phones to control devices, use the same account to log in to the app on these mobile phones.
How to configure Tap-to-Run and Automation?
There are three types of Tap-to-Run in the App. You can quickly start smart devices in your home by setting up Tap-to-Run, eliminating the setting step one by one. Operating device: Add the smart device you want to execute the Tap-to-Run For example: you can enable all devices in your home without going to enable the device one by one. Select smart: Add the automation you want to perform with Tap-to-Run(The existing automation is required in advance) For example: you can use Tap-to-Run to open your setting automation without triggering any conditions of automation. Delay: add a delayed task. For example: you can add a delay task in Tap-to-Run between two devices actions. Dear user, there are four main types of automation are supported in the app. You can set up automation to fully use the home devices and start your smart life: When the weather changes: The linkage between external environment conditions and the smart devices, the following external environment conditions can be selected: For example, you can set ‘when the temperature is higher than 29℃, turn on the air conditioner.’ When the location changes: The linkage between the geographic location and the device, you can choose to execute specific actions when you arrive or leave a place: For example, you can set ‘turn on the air conditioner and water heater automatically when you are near the house, or turn off all home appliances and turn on motion detection function of the camera when you leave the house.’ Schedule: The linkage between schedule function and the devices. For example, you can set ‘open the curtain at 8am on working days.’ When the device status changes: The linkage between the device status change and the devices. For example, you can set ’when the air conditioner is on, the aroma diffuser and air purifier will be automatically turned on, or when the door sensor is on, the alarm will be triggered.’
How do I customize an icon for a device?
Tap the device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page. Tap the device icon in the upper part of the editing page. Change the device icon.
How do I rename my device?
Dear user, sorry for the inconvenience. Please follow the steps below: Access the My Home page. Tap the device you want to rename. Tap the button in the upper right corner of the device control page. Tap the device icon to access the device information modification page. Tap Name and change the device name. Wish this can help. Thank you for your support and understanding!
How do I add widget?
If you are using an iOS phone, please go to the desktop notification center of your phone, then click "Edit" at the bottom of the screen, and add your App to the widget to achieve quick operation. If you are using an Android phone, just press and hold the desktop and select add your app in the widget to use the quick operation function (depending on the Android phone brand, the adding method is different).
How do I check whether a device's firmware needs to be upgraded?
Tap the device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page. Tap Check for Firmware Update to check whether any firmware updates are available.
How do I view the MAC address of a device?
Dear user,you can click on the upper right corner button, then click Device Information, you can view the device's ID, IP address, MAC address, time zone, and online status, etc. If you can’t connect to the device through a router to check the MAC address, you need two smartphones that can provide a network hotspot. One phone turns on the hotspot as the network provider and the other can connect to the device. In this way, when you connect the device, you can find the MAC address of the device in the App.
How do I view the IP address of a device?
Dear user, you can click on the upper right corner button, then click Device Information: you can view the device's ID, IP address, MAC address, time zone, and online status, etc.
How to check device virtual ID?
Dear user, you can click on the upper right corner button, then click Device Information: you can view the device's ID, IP address, MAC address, time zone, and online status, etc.
How do I view the time zone of a device?
Tap the device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page. Tap Device Information to view the device ID, IP address, MAC address, time zone, and online status.
Check whether the device is offline in the App?
Dear user, sorry for the inconvenience. If you want to know if the device is offline in the app, please open the app and see if the device appears offline in the list of devices in the app. Thank you for your support.
How to share my device for family use?
You can enter the single device control page in the app, click ". . ." in the upper right corner to enter more functions, click "Shared devices" - "Add Sharing", enter the phone number/E-mail of the other party, click Finish, you can put the device Share for family use; Click “Me-“Home Management” in the app to enter the family that needs to be set up, click “Add members”, add family and friends who need to share the device to the family, and share the devices in all the homes without having to The device is re-shared.(The two methods of sharing devices require the other party also has the account of the APP.) The easiest way to share is to log in using a same account.
How do I move an added device to a room?
Dear user, sorry for the inconvenience. If you want to change the device to a different room,you can follow below steps: Tap ... in the lower right corner of the weather information. Select Room Management. Select a room for which you want to add a device. View all devices that have not been added to the room. Tap + in front of a device to add it to the room. Thank you for your support and understanding.
How do I add the app to my Apple Watch?
In the app, choose Me &rt; Watch. On the Watch page, tap Device to display all smart devices bound to the app. Select devices with a plus sign (+) on the left. These devices can be operated through Apple Watch. Devices that cannot be operated through Apple Watch are displayed under "The following devices do not support Apple Watch." Tap Tap-to-Run. All tap-to-run scenes are displayed. Tap the plus sign (+) to add scenes. All messages pushed to the app's Message Center will be sent to your Apple Watch.
How do I conveniently control a device?
If List View is selected for displaying devices in the device list, tap the arrow in the lower right corner of a device to open the Advanced Features page. This page contains common device operations, for example, switching an air conditioner on and off and adjusting its temperature. If Device Sequence is selected for displaying devices in the device list, tap Common Functions under the device name of a device to open the Advanced Features page. This page contains common device operations, for example, switching an air conditioner on and off and adjusting its temperature.
How to delete only one device in the Tap-to-Run/Automation task?
Dear user, sorry for the inconvenience. If you want to delete one device in the tap - to -run task/Automation , you can swipe the deivce left and then tap the delete it shows. Thank you for your support.
How do I cancel a shared device?
Tap the shared device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page. Tap Share Device and hold or slide the device leftward and tap Delete to delete it.
How do I control a device?
Tap a device, for example, a lamp in the device list to enter the device's control panel. When the lamp is off, you can only configure the timer and countdown features. When the lamp is on, you can configure the scenes, color, brightness, and timer. Tap the button in the upper right corner to manage the device.
How to create a scene with the light bulb turned off at sunrise and lit up at sunset?
Dear user, you can do the following to meet your needs: Firstly, create an automation to turn off the light bulb at worktime: Click to add a schedule, set the time as you go to work and leave home, select the weekday for the effective time, Click next to save the settings, then tap Run the device, select a light, switch it to off, and click save. Click next to save the action, and then click save to save the automation. Next, you need to create another automation to turn on the light bulb after you come back: Click to add a schedule, set the time as you go back home, select the weekday for the effective time, Click next to save the settings, then tap Run the device, select a light, switch it to on, and click save. Click next to save the action, and then click save to save the automation.
How do I create a device group?
Tap a device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page. Tap Create Group. On the Select Device page, all devices that have been added to the account and have the same model as the device are displayed. Select devices for unified management and tap Save. (Selected devices must have the same embedded firmware version.)
How do I share a device?
To share a single device: On the device control page, tap the icon in the upper right corner to access the device settings page. Choose Share Devices—Add Devices, enter the phone numbers/E-mail of your family members, and tap Complete. To share family devices: Access the app homepage and choose Me—Family Management. Go to the family that needs to be set, click Add Members and add family members and friends who need to share devices to the family, so that all devices in the family can be shared. Single devices do not need to be re-shared in this operation.
How do I share a device to ohters?
Tap a device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device editing page. Tap Share Device. On the Device Sharing page, tap Add Sharing. In the Account text box, enter a mobile number or an email address of the member with whom you want to share the device. Note: The mobile number or email address must be registered with the app.
How do I use the Leave or Arrive (beta) feature?
This feature allows you to trigger some actions when you arrive at or leave a place. To use this feature, you must use an iPhone and allow the app to always access your geographic location. Select Leave or Arrive (beta). Tap Leave and select a location. Tap Next and add conditions. You can then control your devices to execute preset tasks when you are within 110 m to 1,023 m of that location.
The WLan is down. Can you perform Tap-to-Run and Automation through the gateway only?
Dear user, we are sorry for your inconvenience. Normally, Tap-to-Run and Automation functions need to be connected to the Internet, that is, the WLan can be executed, because the execution instructions of these functions are uploaded and issued through our cloud, so they need to be connected to the Internet. However, now we have launched the latest Zigbee gateway, which can be used outside the Internet to perform local Tap-to-Run and Automation by relying solely on the gateway. If you have this need, you can purchase our latest Zigbee gateway. Thank you for your understanding and support, and I wish you a happy life!
Can the scene function do other things besides turning on/off several intelligent lights?
Using the scene function, each light can be configured separately. Except the function of turning on/off the light, other functions also can be added to the operations to be performed, including changing the mode and brightness of the light.
why the automation fails to execute when setting PM2.5, weather, environmental factors, etc. as trigger conditions?
The weather, environment and other data triggering conditions are judged by the server, but they are not detected in real time. They are generally polled six hours and then carried out after detection. I suggest that you wait patiently. If it is still impossible to execute after half an hour, please contact us for investigation.
How is the scenario trigger mechanism implemented For example, how is the function of turning lights off when the outdoor temperature is higher than 0°C implemented?
In the background, a scenario trigger involves an edge trigger and a continuous trigger. After you set the temperature threshold of 0°C, lights will be turned off when the threshold is reached. If a continuous trigger is adopted, lights will be automatically turned off after you manually turn them on if the temperature is higher than 0°C. To avoid this problem, an edge trigger is adopted. Lights are turned off only when the temperature rises above 0°C.
Which are minimum and maximum time for App widgets alignment outside WLAN?
Widget status is consistent with app but uncontrollable and without state change.
Which are minimum and maximum time for App widget status alignment in WLAN with internet connectivity?
The app widget status alignment is usually within 1s, without the longest timeout limit in WLAN with internet connectivity.
Is the status of app widgets in a LAN updated in real time?
In a LAN, the status of app widgets is updated within 1s.
why the device can be controlled in the same network but can not be controlled in different networks?
If the device encounters such a situation, it may be that the device and the phone are connected to the same local area network,But it is not connected to the network (Ethernet, commonly known as extranet). It's a good idea.Please put the phone next to the device and connect to the same Wi-Fi device.Try to open a web page to see if it can be opened to determine whether Wi-Fi can be connected to the network; It's a good idea. If you cannot access the network, it is recommended to restart the router. If the device is connected to the network,The above problems, you contact us, we will search for you to solve.
I connected the same smart device to two Android phones of different models. The device is online and can be managed on one phone, but it is offline on the other. Why does this happen?
The device might be a Bluetooth device. Bluetooth devices can be shared through home sharing, but one Bluetooth device can only be connected to one phone.
Can I control my smart devices through mini-programs?
No. You can only control smart devices through mobile phone apps, and not through WeChat mini-programs.
Can I set a time interval for several automated actions?
You can add delay to make the device trigger the automated scenario at a later time. In this case, the automated actions can be executed in the order you set. For example, if you need the aroma diffuser to work 3s after the warm air blower is shut down when the air is dry, you may set a delay. Note: A delay must not be the last action to be executed. Otherwise, it cannot be saved.
Can I control multiple devices in my app?
Yes. You can add devices of the same model to a group for unified control or configure scenarios for associated control of different devices.
Why can't the voice assistant control the device?
Dear user, sorry for the inconvenience. It is because not all devices support the App Voice Assistant, Please submit feedback in the APP, provide us with the device ID so we can help you to check it.
Why can't the music in Kugou playlist be displayed in the Bluetooth music playlist?
Hi, the music stored locally on the phone can be displayed in the playlist, and the music on the apps needs to be downloaded to the local storage to be displayed.
Why do only some devices have the Advanced Features service?
To support advanced features, a device must be designed with the corresponding features by its manufacturer during product design.
Why do some devices support temperature and humidity information display on the app's Home page?
To support advanced features, a device must be designed with the corresponding features by its manufacturer during product design.
Why do some automatic scenes change to common intelligent scenes?
If the device as the condition for triggering the automatic scene is reset or removed from the app, the automatic scene automatically changes to the common intelligent scene.
Why does the scene function fail to execute?
Dear user, we are sorry for your inconvenience. This situation may be caused by the following conditions: If you use zigbee device, it may be because your device is not connected to the gateway. If your gateway is connected, it may be caused by too many devices in the scenes. It is recommended that you set the scene through a group. If you use wifi device, it may be your device is offline. If you still cannot execute the smart scene correctly after eliminating the above situation, it may be that your device does not support the automation you set up. Please provide the device ID to us, and we will arrange a technician to check it for you.
Why can't I remotely control the device with 4G enabled on the phone?
If the device is online normally, please check if your mobile phone has enabled mobile data permissions for the corresponding apps. iPhone: Settings &rt; Cellular &rt; Find Corresponding App &rt; Enable Cellular Network Android phone: Settings &rt; Data Traffic Management &rt; Application Connections &rt; Find Corresponding App &rt; Enable Mobile Data There is a problem with your router's connection to the external network, therefore you cannot access your home network via 4G . Note:the bluetooth devices and Zigbee devices must have a suitable gateway.
Why can't I find my device in widgets?
Hello, please confirm whether your device supports widget function~ Confirmation method: You can check if there is a small "switch" beside below in the APP's networked device. If there is, it means that the device supports the widget function; otherwise it does not support it~
Why is a device icon gray?
A gray icon indicates that the device is offline, and a white icon indicate that a device is online. If a device icon is gray, check whether the network settings are correct. If a device is always offline, re-pair the device with the app.
Why can't I add the voice assistant to the home screen of my mobile phone?
If you use an iPhone, add the voice assistant to the home screen as prompted. If you use an Android mobile phone, first allow the app to add home screen shortcuts in system permission settings.
Why doesn't the Leave or Arrive (beta) feature take effect?
To use this feature, you must use an iPhone and allow the app to always access your geographic location.
Why can't I share device with others?
Please confirm whether the user has the account of the App. Please confirm whether the area you registered with the other party is in the same country/region.You can only share devices with whom registered in the same country/region. Bluetooth mesh and Zigbee devices do not support the sharing of separate devices due to their reliance on the gateway. You need to share its associated devices as well so as to operate normally. For a regular family member, it is recommended that you share all the devices with him/her by adding family members.
Why does my device turn on by itself?
Dear User, Sorry for the inconvenience. How long has this problem been happening? Please first check if you have scheduled / automated / countdown tasks set for the device, if any, suggest you delete the tasks instead. If not, it is recommended that you click the button of "factory reset" for the device (note: this operation will make the device disappear from the list and erase its data). If the problem persists, can you turn off the device manually? In order to better help you solve the problem, please tell me the specific time to switch on and off itself.Thank you for your support and understanding.
Why can't the automation settings be executed for Zigbee devices?
After you configure an automation scene for a Zigbee device in app, the scene settings will take effect only after they are synchronized to the Zigbee device, typically within 1 minute. The settings do not take effect before the synchronization is complete.
In how many rooms can a device be placed?
A device can be placed in only one room at a time. If you add a device to another room, the device disappears from the previous room.
How many characters can I enter a 'automation name'?
Hi, up to 60 characters.
How many characters can I enter a 'scenario name'?
Hi, up to 60 characters.
Why can't I control my Zigbee device after it has been successfully connected?
You are advised to follow the troubleshooting guide below: Check whether the device itself is operating abnormally, and attempt a reset if needed. You can also try disconnecting and reconnecting the device. Check if the router connected to the gateway is connected to the Internet. Make sure that the Wi-Fi signals are strong. Try to re-add the gateway if necessary. Check if your device is too far from the gateway or other routers to form a mesh network. You are advised to move the device in close proximity to the gateway or another controllable device.
Can SIG mesh lamps be grouped with your mesh lamps?
No, because they use different protocols.
How can I use the voice function of the app?
Tap the voice button in the upper left corner and tap and hold the speak button to say your control command, for example, turn on the light in the living room. Note: This function can only be used if the app is allowed to access the microphone of your mobile phone.
Can I voice-control devices in the app?
Yes. Go to the Home page and tap the microphone icon in the upper right corner to enter the voice assistant page.
What should I do if the app fails to control the device?
In the situation where the device is normally powered, the sudden failure of app control may be caused due to network reasons or the device is offline. It is recommended that you keep the app open and wait for about 3 minutes, then check if the device is still normally online; 1. If you find that the device is offline, you can follow: The device has been added successfully, but it is suddenly displayed “offline” to troubleshoot the reason. 2. If the device is still online, place your phone next to the device, then connect to the same Wi-Fi, and try to open the web page to see if it is smooth to determine the network status. If the device is online and the network is good, but the app still can't control the device, please provide the login account and device ID to us. We will submit to the technicians to find the reason. The channels to provide are as follows: Contact online customer service and provide your information; Select your device in app user feedback, and submit your feedback;
How do I use the voice assistant in the app?
Tap the microphone icon in the upper right corner of the Home page to enter the voice assistant page. If you do not know how to use the voice assistant, tap the question mark (?) in the lower left corner to view related help information. Tap and hold the microphone icon to send a voice command to the voice assistant based on the preceding prompt. For more convenient operation, tap Add to Home Screen to add the voice assistant to the home screen of your mobile phone.
Group issues
Why can't my device create a group?
Only devices that have the same model can create groups.
Does bluetooth support group control?
Dear user, this is not supported.
How many groups can the network composed of Bluetooth Mesh devices support?
The same device can form a group, and a Mesh network supports only up to 8 device groups currently.
What if the device in the group cannot be edited?
If the devices in the group are disconnected, and they cannot be edited;You can try to remove the device first, and the device will be automatically removed from the group.
What should I do when the group control function fails?
Ensure that all devices in your group are powered on and turned on. Ensure that all devices in your group are online. If the devices in your group are connected to a gateway, ensure that the gateway is online. If the issue persists, delete the group and create a new group.
The speaker can't control the group in voice?
Dear User, sorry for the inconvenience. Alexa and Google Assistant currently supports the created Bluetooth groups (lights and sockets). It does not support Wi-Fi groups created in the our App. But you can use the Group function in the Alexa and Google Assistant App to create Wi-Fi groups, these Wi-Fi groups can be coutroled by Alexa and Google Assistant. You also can create an automation or tap-to-run to instead of Wi-Fi groups in our App, they are able to be controled by Alexa and Google Assistant, too. Thank you for your support and understanding.
Unable to create a device group?
Dear user, we are sorry for your inconvenience. Please click the upper right corner of the device control panel to enter the interface and check if you can see the "Group" function. If you can see it, click on it and create a group. If you do n’t see Groups on the page, the device does n’t support group settings. Thank you for your understanding and support.
How to achieve group control of multiple devices of the same model?
If multiple devices of the same model have been added in the APP and you want to achieve group control, you can go to the device page which you want to add a group. Click the upper right corner button and then click "Create Group" . Tick the device you want to create and click the "Confirm" button in the upper right corner to create a group. These devices that join the group can be controlled by the group.
Can I use Rokid to control a device group created in the app?
Rokid only supports Bluetooth groups created in the App.
Can I use Xiaowei to control a device group created in the app?
Xiaowei only supports Bluetooth groups created in the App.
Can I use Xiaodu to control a device group created in the app?
Xiaodu only supports Bluetooth groups created in the App.
Can I use Tmall Genie to control a device group created in the App?
Tmall Genie only supports Bluetooth device groups created in the App.
Can I use Google Home to control a device group created in the app?
Google Home only supports same-model Bluetooth lamp or socket groups created in the App.
Does the group created in this app support Alexa/Google/IFTTT voice control?
Dear user, Alexa/Google/IFTTT does not support the voice control of Wi-Fi groups created in this App (Bluetooth groups are supported). It only supports the voice control of groups created by itself in the Alexa/Google/IFTTT App.
Set a timer to turn off two devices at the same time, but they always can’t turn off at the same time?
Dear user, we are sorry for your inconvenience. This is because your device's timing function is stored in the cloud, and there is a certain delay in device access to the cloud, so the timing cannot be fully synchronized. It is recommended that you use the group function to set similar devices into a group, so that the timing of several devices will not be out of sync.
Why can't I use the group feature when the network is disconnected?
When you use the group feature, you send commands to devices in the group through a cloud server. The devices cannot receive commands if they are offline.
Device networking - Other issues of device connect
How to connect the hidden Wi-Fi, the mobile phone can add Wi-Fi name to connect, but the device can't find it?
Dear user, we are sorry to your inconvenience. If the Wi-Fi SSID is hidden, the device is not be able to search and connect it. You need to unhide the Wi-Fi SSID. Thank you for your understanding and support!
How to deal with issues with distribution network after Apple system is upgraded to iOS 13?
Hello, when your Apple system is upgraded to iOS 13, the following issues will occur: Issue 1: WLAN or Wi-Fi is specified automatically or the Wi-Fi name is left blank Solution to issue 1: Step1:Tap Settings, and tap Privacy, then open Location Services. Step 2:Tap Settings, locate and tap the app, tap Location, and select While Using the App, as shown in the following figures. The app can then obtain the correct Wi-Fi name. Issue 2:After the user has upgraded to iOS 13, the Wi-Fi name still cannot be obtained in App according to the previous instruction. Solution to Issue 2 : Turn device off, then turn it on. The app can then obtain the Wi-Fi name. Issue 3: The following issues may occur when you use a Bluetooth product: "Enable Bluetooth" is displayed during device pairing. After the operating system is upgraded to iOS 13, the Bluetooth device goes offline and become unavailable. Solution to issue 3: Step 1: Enable Bluetooth. Step 2: Tap Settings, locate and tap the app, and enable Bluetooth. You can then use the Bluetooth device.
What is the specification of the Wi-Fi password when adding devices?
When adding device networking in APP, Wi-Fi name is not supported in full Chinese (Some devices do not support full digital Wi-Fi names too) , the password length of the Wi-Fi is up to 58 bits(EZ-Mode)and 58 bits(AP-Mode). Note:Special characters in the password are not supported.
I have already connected the device,how do I change it for another network?
Hello, you need remove the device and add it again.
Make the device default to the state before power off after power is restored?
Dear users, we are sorry for the inconvenience. Regarding what you said, we are very sorry to tell you that only the devices with a memory function can restore the state after power is restored. And whether to add a memory function to the product is up to the manufacturer. We recommend that you also send a feedback to the manufacturer to express your suggestions for the product. Thank you for your understanding and support, and I wish you a happy life! Note: If the smart device is plugged into a smart socket, or a smart switch. Once you turn off the smart socket and smart switch, the connected smart devices will also re-enter the network distribution state, and devices without the memory function cannot automatically connect to the network and restore the state they were in before the power failure.
How many sub-devices can I connect to a Bluetooth gateway?
Technically, you can connect up to 128 sub-devices to the same Bluetooth gateway. However, Bluetooth signals are strong and stable within 5 meters and Bluetooth devices may interfere with each other when they are too close to one another. As a result, the actual number of sub-devices that can be connected may be less than 128.
Does the Bluetooth device support local scene linkage after local mesh connection?
Sorry, this function is currently unsupported.
Since it is communicable for Bluetooth Mesh device within a certain distance, can my neighbor control my device?
Each user account will have its own Mesh Network ID. During the process of adding a device, the information will be synchronized to the device to be added to complete the basic configuration. Once configured, Mesh devices will no longer be discovered by others, nor will other users control your Bluetooth Mesh device. We also use multiple encryption during communications to keep your information secure.
How many devices can be paired to the Bluetooth mesh network at most?
Hello, a bluetooth mesh network supports 100+ child devices at most.
What are the requirements for a Bluetooth mesh device layout?
Theoretically, Bluetooth mesh devices can cover an indefinitely large space because they can function as trunks to transmit data to each other. The effective communication distance indoors between each two Bluetooth mesh devices is about 10 m ( there are no metal barriers or multiple walls in the middle ) . To ensure an effective Bluetooth mesh communication network, a Bluetooth mesh device that is powered by a socket must be available within the 10 m radius circle of another Bluetooth mesh device. Battery-powered devices, for example, low-power sensors, do not have data relay functions.
Can I register a device in several WLANs?
Dear User, we are sorry for your inconvenience. One device can only be configured for one network in the same time. You cannot realize it now. Thanks for your support and understanding.
The gateway is next to the device, but the device is still always offline?
Dear user, we are sorry for your inconvenience. Please reset the device and add it again. If the device still drops after re-adding, please check whether the device firmware is up to date. If it is the latest firmware, it is recommended that you also reset the gateway device and add sub-devices again. If the problem still exists, please provide us with the App name and device ID, and we will further investigate for you. Thank you for your understanding and support.
Why should I manually enter the Wi-Fi name when adding a device?
If your mobile phone is Android 8.0 or higher or iOS 13 and do not assign the APP with the positioning permission, you will need to enter the Wi-Fi name manually.
Wifi and password changed. Hope device can connect automatically?
Network configurations change if you replace the router or use a new network. To use a device that has been connected to a different network, first remove that device, reconnect it to the new network, and then add it again.
Can I use the device without the Internet?
Dear user, sorry for your inconvenience. If you cannot use the Internet, you need two smartphones that can provide a network hotspot. One phone turns on the hotspot as the network provider and the other can connect to the device. Otherwise, the device may not work properly . Thanks for your support and understanding.
How many devices can a wireless router connect to?
The number of devices that a wireless router can connect to is subject to the router specifications. Typically, a home router can connect to around 10 devices.
Can I configure network connections for multiple devices simultaneously?
For Wi-Fi devices, you can configure network connections for multiple devices simultaneously in default network configuration mode and for only one at a time in AP mode. For ZigBee devices, you can configure network connections for three or four devices simultaneously after configuring the ZigBee gateway. If you configure more than four devices simultaneously, the network will become slow and network configuration may fail. For Bluetooth devices, you can configure network connections for multiple devices simultaneously.
My network is fast and stable, but when using the App to control the device, the device latency is always high?
Dear user, we are sorry for your inconvenience. Please check according to the following conditions: The region where you live now is not the same as the region you selected when you registered your App account. As a result, the cloud server you access when controlling your device is far away from your place of residence, resulting in high latency. Our cloud server is not able to cover the area where you live, causing high latency between the cloud server you need to access and your device.
My Smart device was not respond,it was uncontrollable?
Dear User, Sorry for the inconvenience and the late reply.We recommend that you remove the device first, and then add it again when the network signal is strong and stable. If the situation does not improve, please feel free to contact us. Thank you for your support and understanding!
Can I change network without a device reset?
Dear User, sorry for the inconvenience. The network configurations change if you replace the router or use a new network. To use a device that has been connected to a different network, first remove that device, reconnect it to the new network, and then add it again.
Device can not resume after power failure?
Dear user, sorry for the inconvenience. For some devices have memory function but some not, devices that have this function can resume operation after power outage but those that do not have this function can not resume. Thus, your devices do not have this function according to your description. And it is depended on the manufacturer whether the device have memory function. You are suggested to remove and re-add your devices after power failure. Thanks for your support. Note: If the smart device is plugged into a smart socket, or a smart switch. Once you turn off the smart socket and smart switch, the connected smart devices will also re-enter the network distribution state, and devices without the memory function cannot automatically connect to the network and restore the state they were in before the power failure.
When I manually power off and on the plug. The device will be removed from app.?
Dear User, Sorry for the inconvenience. Firstly, please make sure that the network is stable and works properly. Secondly, it is recommended that you try to log in your account with another phone and try again. If the problem persists, please contact us again, and provide the device ID and time of occurrence. Thank you for your support and understanding.
How to ensure data security if the devices of your support connecting to a network without a Wi-Fi password?
We provides various security strategies to effectively ensure data security of user and device: As for device access, our proprietary algorithms are employed to ensure data isolation, access authentication, applying for authorization. As for data communication, communication using security algorithms and transmission encryption protocols and military-level information encryption transmission based on dynamic keys are supported. As for data processing, strict data filtering and validation and complete data audit are applied. As for data storage, all confidential information of users will be safely encrypted for storage.
Why I can only control the device when connected to my Wi-Fi, but not controlable through 4G or other Wi-Fi?
Dear user, we are sorry for your inconvenience. If you can only control the device when connected to your home's Wi-Fi, and you can't control it with 4G or other Wi-Fi, it means that there is a problem with the connection between the router in your home and the external network. Therefore the device is failed to communicate with our cloud, so it can only operate normally in the local area network (when you connect your home Wi-Fi, you are using the local area network to control the device). Please check your router's connection to the external network and make sure it is smooth before trying again. Thank you for your understanding and support.
Why does a router support more than 200 IP addresses but is actually connected to only a dozen of Wi-Fi devices?
The inconsistency is mainly caused by the protocol and CPU usage, and hardware factors such as the memory usage. In addition, the network throughputs of different devices affect the number of connected devices.
What kind of device needs to configure Wi-Fi connection when using "Search for Device"?
The users can also add device which connects to Wi-Fi manually besides using"Search for Device". How to identify device that connects to Wi-Fi network: There are Wi-Fi symbols on the outer packaging and instruction manual. The specification on the packaging contains information such as -- wireless technology: Wi-Fi IEEE 802.11 b/g/n (2.4 GHz).
How do I configure network connections for ZigBee devices?
The transmission network between ZigBee devices is similar to a cellular network, where ZigBee device data is transmitted to the next node if a ZigBee trunk ( for example, a wall-mounted ZigBee socket ) exists within its effective transmission range, and is then transmitted to the Internet through a smart ZigBee gateway. Therefore, configure network connections for ZigBee devices based on their distance from the ZigBee gateway. First, configure the ZigBee device that is closest to the ZigBee gateway.
What is the difference between EZ mode and AP mode?
EZ mode: Smartconfig means that the mobile APP sends a UDP broadcast packet or a multicast packet containing the WIFI username WIFI password. The WIFI chip of the intelligent terminal can receive the UDP packet, as long as the UDP organization form is known, The WIFI username and password are decrypted by the received UDP packet, and then the WIFI username and password received by the intelligent hardware configuration are sent to the designated WIFI AP. AP mode: APP configures the mobile phone to connect to the intelligent hardware (AP of the WIFI chip). The mobile phone and the WIFI chip directly establish communication, and the WIFI user name and the WIFI password to be configured are sent to the intelligent hardware, and the intelligent hardware can be connected at this time. Configured on the router.
Device networking - Device connection failure
(For most of Routers) How to configure the router as a DHCP server?
If the DHCP function of the router is disabled, IP address conflicts may occur when multiple home devices are connected to the router. To solve this issue, perform these steps: Go to the LAN page of the router. Locate the DHCP setting option. Enable DHCP. Save setting. The following files describe how to configure the routers of some popular brands. Configure a Netgear router Configure an ASUS router Configure a D-Link router Configure a TP-Link router
(For most of Routers)How to configure separate Wi-Fi SSIDs for 2.4 GHz and 5 GHz bands?
If your router supports both the 2.4 GHz and 5 GHz bands, but only one Wi-Fi name is displayed on the Wi-Fi search page of your mobile phone, perform these steps: Go to the Wireless page of the router. (The entry address is usually provided on the label attached to the back of the router). Go to the 2.4 GHz setting page, and set the Wi-Fi name (SSID) to (XXX)-2.4G, where xxx indicates the Wi-Fi name. Save setting. Go to the 5 GHz setting page, and set the Wi-Fi name (SSID) to (XXX)-5G, where xxx indicates the Wi-Fi name. Save setting. When the preceding settings are complete, the new Wi-Fi names will appear on the Wi-Fi settings page of your mobile phone. Note: After the Wi-Fi names are changed, you need to reconnect the devices that use this wireless router. The password remains the same if it has not been changed. The following files describe how to configure the routers of some popular brands. Configure a Netgear router Configure an ASUS router Configure a D-Link router Configure a TP-Link router More settings:How to configure the router as a DHCP server?
(NETGEAR Router) How to configure the router as a DHCP server?
1. On the ADVANCED tab page, click WPS Wizard . 2. Choose Setup —— LAN Setup . 3. Select Use Router as DHCP Server . Saving setting. In this way, the router is configured as a DHCP server. This prevents IP address conflicts that occur when multiple home devices are connected to the same network.
(NETGEAR Router)How to configure separate Wi-Fi SSIDs for 2.4 GHz and 5 GHz bands?
1. On the BASIC tab page, click Wireless . 2. In the Wireless Network (2.4GHz b/g/n) area, set Name (SSID) to <xxx&rt;-2.4G , where xxx indicates the Wi-Fi name. Saving setting. 3. In the Wireless Network (5GHz a/n/ac) area, set Name (SSID) to <xxx&rt;-5G , where xxx indicates the Wi-Fi name. Saving setting. When the preceding settings are complete, the new Wi-Fi names will appear on the Wi-Fi settings page of your mobile phone. Note: After the Wi-Fi names are changed, you need to reconnect the devices that use this wireless router. The password remains the same if it has not been changed.
(ASUS Router)How to configure the router as a DHCP server?
1. In the Advanced Settings area, click LAN. 2. Click the DHCP Server tab. 3. Set Enable the DHCP Server to Yes. Save the setting. In this way, the router is configured as a DHCP server. This prevents IP address conflicts that occur when multiple home devices are connected to the same network.
(ASUS Router)How to configure separate Wi-Fi SSIDs for 2.4 GHz and 5 GHz bands?
1. In the Advanced Settings area, click Wireless . 2. On the General tab page, check whether Enable Smart Connect is On . If Smart Connect is enabled, disable it to separate the SSIDs for the 2.4 GHz and 5 GHz bands. 3. In the Band drop-down list, select 2.4GHz and then set Network Name (SSID) to <xxx&rt;-2.4G , where xxx indicates the Wi-Fi name. Save the setting. 4. In the Band drop-down list, select 5GHz and then set Network Name (SSID) to <xxx&rt;-5G . Save the setting. When the preceding settings are complete, the new Wi-Fi names will appear on the Wi-Fi settings page of your mobile phone. Note: After the Wi-Fi names are changed, you need to reconnect the devices that use this wireless router. The password remains the same if it has not been changed.
(TP-LINK Router)How to configure the router as a DHCP server?
In the lower-right corner of the page, click Setting . Set DHCP Server to On and save the setting. In this way, the router is configured as a DHCP server . This prevents IP address conflicts that occur when multiple home devices are connected to the same network.
(TP-LINK Router)How to configure separate Wi-Fi SSIDs for 2.4 GHz and 5 GHz bands?
By default, the TP-Link router Wi-Fi names (SSID) for the 2.4 GHz and 5 GHz bands are the same. To distinguish the SSIDs for the two bands, follow these steps: 1. In the lower-right corner of the page, click Setting . 2. Click Wireless . 3. In the 2.4G Wireless area, set SSID to (XXX)-2.4G , where xxx indicates the Wi-Fi name. Saving setting. 4. In the 5G Wireless area, set SSID to (XXX)-5G , where xxx indicates the Wi-Fi name. Saving setting. When the preceding settings are complete, the new Wi-Fi names will appear on the Wi-Fi settings page of your mobile phone. Note: After the Wi-Fi names are changed, you need to reconnect the devices that use this wireless router. The password remains the same if it has not been changed.
(D-LINK Router)How to configure separate Wi-Fi SSIDs for 2.4 GHz and 5 GHz bands?
1、On the D-Link home page, click the Settings tab and select Wireless. 2、In the 2.4GHz area, set Wi-Fi Name (SSID) to <xxx&rt;-2.4G; and in the 5GHz area, set Wi-Fi Name (SSID) to <xxx&rt;-5G, where xxx indicates the Wi-Fi name. 3、The last step is to Save the settings。 When the preceding settings are complete, the new Wi-Fi names will appear on the Wi-Fi settings page of your mobile phone. Note: After the Wi-Fi names are changed, you need to reconnect the devices that use this wireless router. The password remains the same if it has not been changed.
(D-LINK Router)How to configure the router as a DHCP server?
1. On the D-Link home page, click the Settings tab and select Internet. 2. Set My Internet Connection is to Dynamic IP (DHCP) and save the setting. In this way, the router is configured as a DHCP server. This prevents IP address conflicts that occur when multiple home devices are connected to the same network.
How do I check whether the router's password is incorrect?
When you fail to add a device, you may enter an incorrect password. Check whether the router's password is incorrect as follows: Check whether the password contains only digits, letters, special characters, or words in special languages, such as Arabic and Spanish. Chinese characters are not supported. Check whether the password contains no more than 58 characters. Check whether spaces exist before or after the password. Check whether the first letter of the password is uppercased when the actual password is not uppercased. Some input methods uppercase the first letter by default.
The router is online,but the device cannot be connected?
Firstly, you need to make sure that you are connected to a 2.4Ghz network. If you are not sure what your network is ( you can also check "How to split the WI-Fi SSID" into 2.4G and 5G subnets in the FAQ ". The 2.4Ghz extended network is split ), it is recommended that you use the AP mode ( the AP mode will automatically select the 2.4Ghz network for connection ), and then add it again. If you can connect to the device but have problems, you can provide us with the device ID ( 1. Open the app; 2. Click your device to enter the device details page; 3. Click the icon in the upper right corner to enter the "More" page; 4. Click "Device information" to view the device ID ). Thank you for your understanding and support!
What should I do when my device fails to connect to the network?
Dear user, sorry for the issue.If you have any problem with adding device to the app, please refer to the following steps to troubleshoot: Check whether your device is powered on and turned on. Ensure that the network environment has strong and stable signals. Troubleshooting: Place your mobile phone or iPad connected to the same local area network close tothe device, and open a web page to check whether the browsing is smooth and stable. If the network is normal but the device network connection still fails, check whether the router is overloaded. You can disable a device's Wi-Fi feature to reserve the channel for resource reallocation. Check whether the router password you entered is correct. Check for spaces before and after the Wi-Fi account or password and case sensitivity issues. Ensure that broadcasting is enabled for Wi-Fi and is not hidden. Ensure that your device has been added over a Wi-Fi band of 2.4 GHz. (Check whether the 2.4 GHz band and 5GHz band share the same Wi-Fi account. If so, we recommend that you configure two accounts and switch to the 2.4 GHz band during network connection.) Ensure that the encryption method and authentication type are set to WPA2-PSK and AES, respectively, for the router’s wireless settings, or both are set to Auto. Ensure that the wireless mode is not set to 11n only. If wireless MAC address filtering is enabled for the router, remove your device from the router’s MAC address filtering list to ensure that it is allowed to connect to the network. You can also disable MAC address filtering. Ensure that the DHCP service is enabled for the router. If not, the IP address will be occupied. If your device still fails to connect to the network after the preceding steps, provide us with your app account and device ID. We will arrange for technical support engineers to troubleshoot this issue.
The light changed from flashing to regular,but it still fails to connect?
Dear user, we are sorry for your inconvenience. This situation may occur for the following reasons: Please confirm that the Wi-Fi password you entered during network configuration is correct. Please keep the distance to the router during the network configuration (within 1 ~ 5 meters, there must be no metal spacers in the middle) The smart device that your router's CPU can load has reached the upper limit. Please disconnect some devices and try again. The device does not reset after the network configuration fails. You can try the network configuration again after the device is reset. If the above conditions have been ruled out, your device is still unable to connect to the Internet, you can provide the APP account number and device ID to us, we will arrange a professional engineer to conduct in-depth investigation for you.
What if the Bluetooth Mesh device fails to get connected?
Multiple reasons may cause the failure of device connection, including: Make sure that the Bluetooth device is energized; Make sure your phone's Bluetooth is enable; Make sure the distance between your phone and the device is within the communicable distance(The distance should be less than 5 m, and there are no metal barriers or multiple walls in the middle); Make sure the equipment is in the standby distribution network state. If it has been added, it is recommended to reset it and add it again; Make sure your mobile phone is connected to the internet; Re-install device by using the correct connection way. If you still have problems, please contact us promptly.
Device-connection failure?
Please note when adding device: Confirm device is powered on. Confirm the device is under EZ mode or AP mode. Confirm that device, smartphone and router are as close to each other(The distance should be less than 5 m, and there are no metal barriers or multiple walls in the middle). Make sure the network function of router and smartphone are unblocked. Confirm the entered router password is correct. Confirm adding device is under 2.4 WIFI channel. Enable the broadcast and not allow to hide Wi-Fi. Confirm that router’s encryption method is WPA2-PSK and authentication type is AES, or both are set up as automatic. If router’s connected devices reach the amount limit. Please try to turn off some devices’ wifi function and configure again. If router enables MAC address filter, please try removing the device from MAC filter list and make sure router is allowing device to be connected Make sure that the router has the DHCP service enabled. If it is not enabled, the address will be occupied. If it still doesn't work, it may be that the router is not compatible with the device. It is recommended that you replace the router and try again.
How do I get help in case of network errors?
Choose Me—FAQ & Feedback. Tap Network Diagnosis at the bottom of the page that appears. Tap Start Diagnosis. This helps us better solve your network problems. The diagnosis takes about two minutes. You can then perform operations based on the diagnosis result.
Networking failed in AP mode?
Dear user, sorry for the inconvenience. May I ask if you choose ap mode for network configuration when the indicator light flashes slowly. The device only supports connecting to 2.4g network. You can try to use another mobile phone to turn on the hotspot to configure the device. If the device can connect normally, your router There is a problem with the setting. Please provide a screenshot of the router setting page or follow the router setting method in the FAQs in the app to set it up.Thank you for your support and understanding.
Why can't I connect my Bluetooth device to my new mobile phone?
A Bluetooth device can connect to only one mobile phone at a time. To troubleshoot connection failures, follow these steps: Ensure that the Bluetooth device is turned on and the power supply is normal. Ensure that your mobile phone's Bluetooth service is enabled. Ensure that the device is close to your mobile phone. Ensure that your Bluetooth device is disconnected. If the device has been connected to another phone, first disconnect it and then reconnect it to your phone. Ensure that your mobile phone's network is working smoothly, and then reconnect the device to your new mobile phone. If the problem persists, contact our customer service personnel.
Do I have to reconnect all my devices to the network after I change the Wi-Fi password?
You only need to reconnect the Wi-Fi devices and wireless gateways (including Zigbee and Bluetooth gateways). Devices under the wireless gateways (including Zigbee and Bluetooth gateways) are not required for reconnection.
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