Smart Plug FAQs
1. My smart plugs won’t connect to the app. I do not have 2.4G Wi-Fi band. Can you help me?
We are sorry, we have stated on both the website page and manual that our smart devices will require a 2.4g Wi-Fi connection but only during the initial connection of the smart device to the app. If you only have 5G, we regret to inform you that the smart devices will not work on your router. In your case, please return them to us for a refund. (within 30 days from date of purchase)
2. My WP3 and WP5 smart plugs stopped working after I use it on my space heater. What can I do to fix this?
The said smart plug’s rated current is 10A, it is not suitable on any of these appliances:
Air conditioner, water pump, any heater, power strip, microwave oven, induction cooker, fireplace even if these are rated current of 5A. These are appliances that produce heat that 10A plugs might not bear. We have a WP6 smart plug that is compatible to work with high-powered devices. Please check product ASIN B08BZDFLWF. It can handle up to 1,875 watts.
Please provide us your Order ID, we will replace the smart plug for you, and please do not use it with the aforementioned appliance next time.
3. One of my dual plugs is constantly needing to be reprogrammed for the app. I have reset it and it still happens. How to fix this?
Please double-check as to how many smart devices can be connected at one time on your router. Some routers have limitations. A home router can only support 16-20 devices, including mobile phones, tablets, laptops, etc. When the router is overloaded, some smart devices will disconnect because the network is not stable.
If the issue is not the router, please provide us with your Order ID and the Virtual ID of the smart device for technical checking. In most cases, it can be fixed by updating the device's firmware. To find the Virtual ID, please open the app- click the smart device's name - and click "edit sign" on the top right of the screen; Click "Device Information", then you'll find "Virtual ID". Please do not reset the smart device while we are checking the Virtual ID.
Thank you for your patience.
4. The smart plug will turn on and off by itself randomly. What should I do to fix this? *Automatic switch
Thanks for your email. Do not worry, we got your back on this. Could you please tell us what appliance you have connected the smart plug with? Could you please try to unplug it from the socket, remove it from the app and reset it before connecting to the app again?
To remove the device from the app: Click the device name -click edit sign (upper right-hand side). Go to the bottom of the screen and click "Remove Device" or "Remove Device -clear data" *If you would like to delete all saved automation/schedule
Then, please reset it before connecting again to the app. Simply press and hold the power button (for 5 seconds). The smart plug will blink slowly for AP mode and fastly blinking for Easy mode. Please refer to short videos below
Then, please try to connect it to a different appliance to see if it makes any difference.
Do not also forget to check for updates in the app. Kindly open the app- Click the device name- click edit sign (upper right hand)
Click "Device Update" -confirm
Please keep your phone and device closer when you do the updates
If the issue persists, please provide us with your Order ID and the Virtual ID of the smart device for technical checking. In most cases, it can be fixed by updating the device's firmware. To find the Virtual ID, please open the app- click the smart device's name - and click "edit sign" on the top right of the screen; Click "Device Information", then you'll find "Virtual ID". Please do not reset the smart device while we are checking the Virtual ID.
Thank you for your patience.
5. My smart plugs will not connect to the app or Wi-Fi. Can you help me?
Please check these steps to make sure you are on the 2.4g as a requirement during the initial connection of the device to the app.
Enter the "Wireless Settings (Wireless)" page of the router (the access method is usually on the label on the back of the router).
Find the 2.4Ghz settings page, change the Wi-Fi name (SSID) to "xxx-2.4G", and save the settings.
Find the 5Ghz settings page, change the Wi-Fi name (SSID) to "xxx-5G", and save the settings.
After the name change is completed, you can find the two Wi-Fi names "xxx-2.4G" and "xxx-5G" on the Wi-Fi search page of the mobile phone, then please choose the 2.4G.
Afterwhich, kindly connect the smart devices to the app. Make sure you enter the correct password for your wifi.
Please make sure to reset the smart plugs before connecting. Simply press and hold the power button (for 5 seconds).
The smart plug will blink slowly for AP mode and fastly blink for Easy mode.
6. How can I set one group of my smart plugs and smart bulbs and set a schedule for the group?
We are very sorry, you can only create a group of smart devices of the same model.
Smart plugs and smart bulbs cannot be grouped together. Please group them separately instead.
Here's how to create a group and schedule for the group.
Open the app- click a smart device's name - click the pencil sign at the upper right-hand side-Click Create Group- check the smart device's name you want to be in a group -click Save- rename the group.
Then, -click schedule (To create a schedule)- click "Add" under No Timer Data -set a time -Repeat once or every day - Switch 1 select "on"- Save. Then, click Add schedule to set for "off".
You may also use tap-to-run automation. Please see attached tap-to-run automation reference.
7. How to reset WP2?
Press and hold the < sign for about 5seconds so that the indicator light will flash.
Slow flash is for AP mode, while fast is for Easy mode.
We hope these videos will help. Kindly check for reference.
AP mode https://youtu.be/6cSqUyHlHik
Easy mode https://youtu.be/KrwU1gmAJSU
8. Will the smart plugs work on TV?
If I may ask, is your TV a smart TV? The plug works well with things like lamps, as the switch on the lamp is not digital. They do power back on when you replug in.
If your tv has an on-off switch, then the plug can not turn it on automatically, instead, please have it turned on manually first, and control on and off via the app.