Unable to connect to WiFi

If you are unable to connect to Wi-Fi, please follow the steps below to troubleshoot.

1. Confirm Bluetooth connection
Ensure that your device is properly connected to your smartphone via Bluetooth.
• During the first-time setup, Wi-Fi configuration must be completed after establishing the Bluetooth connection.

2. Check your router’s frequency band
This product supports 2.4 GHz Wi-Fi only.
• 2.4 GHz → ✓ Supported
• 5 GHz → ✗ Not supported
When configuring Wi-Fi, please select a 2.4 GHz network.

3. Verify your Wi-Fi password
Re-enter your Wi-Fi password carefully to ensure accuracy. Pay particular attention to:
• Upper- and lowercase letters
• Presence or absence of special characters
• Accidental spaces

4. Review your router settings
The following router configurations may prevent connection:
• Certain encryption methods (e.g., WPA3)
• MAC address filtering
• Limits on the number of simultaneous connected devices
• Restrictions on IP address assignment (e.g., disabled DHCP)
Please review these settings and adjust them as needed.

5. Assess your network environment
A weak signal may prevent successful connection. Try the following:
• Move closer to your router
• Relocate to an area with fewer physical obstructions
• Attempt connection to another Wi-Fi network

Please try the above steps.

6. Wi-Fi networks must be secured
Only password-protected 2.4 GHz Wi-Fi networks can be used. Open (unsecured) networks are not supported.

7. Restart the setup process
If Wi-Fi configuration still fails, please try the following:
Step 1. Reset the device
Press and hold both the Power and USB buttons simultaneously for 5 seconds. The screen will briefly turn off and then relight, displaying the battery level — indicating the reset is complete.

Step 2. Re-pair the device with your smartphone via Bluetooth

Step 3. Use the companion app to reconfigure Wi-Fi

8. Possible Wi-Fi module fault
If none of the above steps resolve the issue, the internal Wi-Fi module may be faulty.
Please reply to this email with full details of what you’ve tried and any error messages observed. We’ll be happy to continue supporting you.