1. Q: What can I do if failed to add the smart plug?
A: • Please confirm your phone is connected to 2.4 GHz Wi-Fi and the hub (speakers or displays or TV, etc) is also connected to the same router, and ensure that IPv6 is enabled on the router setting.
• Check whether the indicator light on the plug blinks rapidly during pairing mode, if not, please follow the reset instructions to initialize pairing mode. Please make sure the smart plug and phone are nearby during pairing and covered with a good Wi-Fi signal.
• Make sure the firmware of your Matter hub(speakers or displays or TV, etc) and its related
smart home App is updated to date.
• Please check whether you are adding the smart plug to the first ecosystem or not. The original Matter code can only be used for setup in the first app (you can reuse it after a factory reset).
If you want to set up the plugs to multiple apps, generate a new code from the first app for all
subsequent ones. And please do not close the pairing code-generating page in the multi-admin
setup. Otherwise, this may exit the sharing mode.
• Please confirm that you downloaded the correct app.
• If the above steps did not help solve your problem, it’s recommended that you try to reset the Matter-enabled smart plug to configure it again.
2. Q: What can I do if I fail to set up the connected Matter device with another smart home system?
A: Please refer to the following troubleshooting steps:
① Don’t create pairing codes in Apps of multiple smart home systems. If the firstly created pairing code is not used or has not expired, the subsequently created codes are invalid.
② Make sure to complete the setup process before the matter code expires:
In Google Home, the code will expire 3 minutes after generated.
In Apple Home, the code will expire 5 minutes after generated.
In Alexa, the code will expire 15 minutes after generated.
In SmartThings, the code will expire 15 minutes after generated.
③ Please do not close the pairing code page in the first App when you enter the numeric code (or scan the QR code) in another app.
④ Please watch the video about how to set up the connected Matter device with another smart home system：
Note: Before you set up your connected Matter device with another smart home system, please upgrade the firmware of the hub to the latest version.
3. Q: What can I do if my Matter smart plugs go offline?
A: • Please try controlling the device to see if it is responsive. If the device does not respond, please try to power on the device again, and wait for 2 minutes to check whether the the
device is back online.
• The network may be unstable, you can try to refresh manually.
• Please set the plug to pairing mode, press and hold the on/off button for 5 seconds until the indicator light starts flashing quickly and then reconnect. Please contact our email customer
service (support@lightinginside.com) or toll-free phone customer service at 877-522-8599
(Weekdays 8 am-5 pm PDT/7 am-4 pm PST) if the problem remains unresolved.
4. Q: What’s the wireless range?
A: The range of your home Wi-Fi is heavily dependent on your home router and the conditions of the room. Check with your router specifications for exact range data.
5. If my Wi-Fi/internet goes down, will the smart device still work?
A: Matter products need to be connected to Wi-Fi to use them remotely.
5. How to extend the warranty?
A: Please apply for it on our website: www.lightinginside.com/register
6. How to factory reset my Matter plug to pairing mode?
A: Press the on/off button for 5 seconds to initialize pairing mode. You’ll see the indicator light on the plug blinks fast in blue light, then try to add the plug to any ecosystem.