App FAQ

To find your devices, first ensure that they are connected to the network. When the indicator of a paired device flashes quickly, it can be found. If the indicator flashes slowly, it does not support the Auto Scan mode. Some Wi-Fi devices can be connected only after you tap Configuring Wi-Fi, and enter the Wi-Fi account and password.

Dear user, sorry for the inconvenience. As it has something to with the network stability whether the device can work normally, please make sure your network is stable and not overloaded. Maybe you can use a phone hotspot to check whether it is the problem of network. Besides, you are suggested to upgrade your app. Thanks for your support.

Dear user, sorry for the inconvenience. If you do so：
1.Check whether the router is powered off or disconnected from the network. If so, the router will take some time to recover. Wait for two minutes and then check whether your device is online.

2.Check whether the router has been replaced, or the Wi-Fi name or password has been changed. If so, remove your device and then add it to the network again.

3.Check whether the firmware is the latest version. To check this on the app, choose Home—Tap device icon—Top right button—Check for Firmware Updates.

4.If the device goes offline after a period of use, but after restarting the router or re-networking the device, the device returns to normal. Indicating that the router is overloaded due to long-term high-load use, and you need to replace it with a more powerful one, or reduce the number of devices connected to the router.
If your device still fails to connect to the network after the preceding steps, place your device in a network environment with strong and stable signals and connect it to the network again. If your device is still offline, provide us with your app account and device ID. We will arrange for technical support engineers to troubleshoot this issue.

Dear user, we are sorry for your inconvenience. You can follow the steps below:

1.On the “Home” page, click the “+” icon in the upper right corner to enter the device selection page.

2.Select the right category and find the device (Wi-Fi) that needs to be added
After clicking, you need to enter the Wi-Fi password (most devices only support 2.4G wireless network)

3.A selection box will pop up to let you choose whether the indicator of your device is “fast blinking” or “slow blinking” (fast blinking is EZ Mode, slow blinking is AP Mode)
If your indicator is not flashing, it means that you have not reset your device to the status of network configuration, please click “The indicator is not flashing” for help.
After selecting the indicator status of your device, you will enter the corresponding network distribution process. If the process of adding a device is stuck in the “Scan devices” stage, please refer to “What should I do when my device fails to connect to the network?” If it is stuck in the “Register on Cloud” and “Initialize the device” stage, please provide your device Virtual ID and the time, we will arrange a technician to check for you.

There are two types of device network distribution, EZ Mode (quick flash) and AP Mode (slow flash) ：
For most devices that have a reset button (refer to the product manual to find the reset button)

1.EZ Mode (quick flash) ： Firstly, make sure that the device is powered off for more than 10 seconds, then power on the device. Next, press and hold the reset button on the device for about 5 seconds until the indicator of the device starts flashing quickly. Now the device enters EZ Mode. You can add the device now.

2.AP Mode (slow flash): There is no need to power off the device, but you need to press and hold the reset button on the device for about 5 seconds while the device’s indicator is flashing fast, until the device’s indicator starts to flash slowly, and the device enters AP Mode, You can add the device now.
For lighting equipment such as smart bulbs

1.EZ Mode (quick flash) ：Firstly, make sure that the device is powered off for more than 10 seconds, then power on the device. Next, switch the power of the device three times (on-off-on-off-on, and the interval between each on and off needs 2 to 4 seconds). Wait for a while until the lighting device starts flashing quickly, and the device enters EZ Mode. You can add the device now.

2.AP Mode (slow flash): There is no need to power off the device, but you need to turn on and off the power of the device three times (on-off-on-off-on) while the lighting device is flashing fast (the interval between each on and off requires 2 to 4 seconds) . Wait for a moment until the lighting equipment starts to flash slowly, the device enters AP Mode. You can add the device now.

1.Read the product manual or the instructions on the network connection page and strictly follow the steps.

2.If your device still fails to enter the network connection state, check whether your device is powered on and turned on and whether the indicator is steady on.
If the issue persists, you may need guidance on troubleshooting hardware products. Contact your product’s after-sales service personnel. Thank you for your understanding and support.