Common

Asked Questions

Our services

Shenzhen Keeper Cloud Power Technology Co., Ltd is an innovative and professional smart home product manufacturer in Shenzhen, China.
We have a wealth of smart home products (WiFi or ZigBee), including: smart switches (light switch, no neutral switch, curtain switch, scene switch, wireless scene switch, remote control switch), smart doorbell, solar camera, NVR, smart IR, smart sockets, smart sensors, smart gateways, etc.
All products are Power By Tuya.
The product supports mobile A P P control, and also supports Alexa, Google Home, SmartThings, Yandex Alice voice control.
Products are widely used in family life, office and real estate projects.
Our products have passed C E, F C C, and RoHS certifications, and the products have undergone aging tests to ensure quality.
We have a professional team of engineers, a young and efficient innovation team, and innovative design of reliable products.
We have attracted customers from all over the world and exported to many countries, including: Southeast Asia, the Middle East, South America, and Africa, which have been unanimously praised.
Looking forward to your contact and cooperation, thank you.

We provide professional O E M customization services to quickly customize your branded products for you, provide personalized icon customization, and make each product unique.

We also provide O D M project services, customize different functions, and change communication protocols.

Payment and delivery issues

ice to meet you, this is our business contact information:

1. WeChat: Henry18819271172

2.WhatsApp: 8618819271172

3.Email: henry@keepersmart.com

looking forward to your cooperation

Use of APP

Hello, App supports iPad and Android tablet (iOS ≥ V10.0, Android ≥ V5.0). The iPad and Android tablet versions of the app only support horizontal screen use (previously downloaded apps on the iPad and Android tablet are mobile compatible versions, so they are vertical screen use).

Please check in the following ways:
1. Please confirm whether you are the owner of the device, not the shared device, and whether you are the owner or administrator of the family (the shared device and ordinary family members cannot share the device and add family members);
2. Please confirm whether the user has an account in our app (sharing and adding families must be in our app, not in Alexa or Google Home’s app);
3. Please confirm whether you and the other party are registered in the same country/region, and you can only share devices registered in the same country/region;
4. Please confirm whether you and the other party are registered in the same country/region. You can only add users registered in the same country/region to your family;
5. If you use the method of sharing the invitation code to invite others to join the family, but the other party displays that the invitation code has expired after entering the invitation code, but the invitation code does not exceed the validity period of 3 days, it indicates that the account of the invitee and you are not in the same country/region;
Bluetooth mesh and Zigbee devices rely on the gateway and do not support the sharing of a single device for the time being. Only when related devices are shared at the same time can they operate normally. If you are a frequently used family member, it is recommended that you share all devices with him by adding family members. If all family members need to be able to use the shared Bluetooth device normally, we recommend that you purchase a Bluetooth gateway for use together, otherwise the Bluetooth device can only be connected to one mobile phone at a time for one person to use. Once someone connects successfully, the Bluetooth device in other people’s apps will display offline. Only after the user disconnects the Bluetooth device can other people use it normally, and there is no such use restriction when using the Bluetooth gateway.

You can perform troubleshooting in the following ways:

1. Please ensure that your mobile system permission allows our app to push messages;

2. Please ensure that you have enabled message push in the app; Open the App, click My Message Center, click the button in the upper right corner to enter the message push settings, and click “Enable message push”;

3. Please ensure that the “No Disturbance in Time Periods” in the “Message Push Settings” is enabled. If it is, please turn it off first;

4. If your mobile phone and device are allowed to receive push messages, but still cannot receive push messages, please check whether the message center in the APP has received new message notifications;

5. Some Android mobile phone systems will compulsorily judge our app’s messages as marketing information, so as to compulsorily disable the push and sound/vibration reminder functions;

6. Due to the limitation of some Android systems, some Android phones can only receive messages from up to 24 apps. If these messages are not cleared, the phones will not be able to receive new app push messages.

Note: If your device is a smart doorbell or smart camera, you cannot receive voice/video call requests on the mobile phone interface, which is caused by the restrictions on our app made by the mobile phone. You need to open the app to receive voice/video call requests normally.

The power-saving function of some Android phones will shut down the background process of the App, which is also the reason why you cannot receive the App push:

1. Please turn off the power saving function in your Android phone, or add the app to the whitelist of power saving functions (if there is no whitelist function, you need to turn off the power saving function);

2. 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);

3. Please allow the app to start automatically in the system settings of the Android phone, otherwise the Android system will periodically shut down the App background process that is not in use, which will also affect the normal push of App messages.

If the message center in the APP has turned on the message push function, and the mobile phone has also turned on the permission related to message push, but still does not receive any messages, please inform us of the device ID and the content of the push that should be received, and we will arrange a professional engineer to conduct in-depth troubleshooting for you.

Siri now only supports adding “one key execution”, but not “automation”. The operation mode is as follows:

1. Not all of our devices support Apple HomeKit, and the supported devices will be printed with the HomeKit icon on the product package, so not all devices can be controlled through HomePod;

2. On the “Scenario – One Button Execution” page, click “Add to Siri” at the lower corner, and you will jump to the Siri shortcut page, and display all “One Button Execution” in the App;

3. You can select “one click execution” to be added to Siri control;

4. After jumping to the setting page of “Add to Siri”, you can set the “voice trigger word” in this page. When you say the “voice trigger word” to Siri, Siri will control the app to execute the “one click execution” added to Siri (this function only supports iOS system, and the iOS version needs to be ≥ 12.0).

Currently, only iOS systems with iOS 12.0 and above can use the “Add to Siri” function.

Because the management of Siri shortcuts is in the iPhone, App can’t delete Siri shortcuts directly. You can delete Siri shortcuts that are no longer used in the following ways:

1. In the iOS 12 system, enter the “Set App Siri and Search – My Shortcut” page, find the Siri shortcut you no longer need, and slide left to delete it;

2. In the iOS 13 system, find the “Quick Command” App on the mobile phone desktop, click the “Edit” button on the upper left corner of the page, select the Siri shortcut that is no longer needed, and click the delete icon on the upper right corner to delete it.

Alexa does not support voice control of Wi Fi groups created in APP (Bluetooth groups are supported, but they need to be used with Bluetooth gateways). It only supports voice control of groups created by yourself in the Alexa App. After synchronizing all Wi Fi devices to the Alexa App, you can create a group of Wi Fi devices in the Alexa App, so that voice control can be performed through Alexa. Thank you for your understanding and support.

Problems with WiFi products

You can follow these steps:
1. On the “Home” page, click the “+” icon in the upper right corner to enter the device selection page;
2. Select the corresponding category and find the equipment (Wi Fi) to be distributed;
3. After clicking, you need to enter the Wi Fi password first (most devices only support 2.4G wireless networks);
4. Click the button on the upper right corner to select the device’s distribution network mode (fast flash refers to Wi Fi fast connection, and slow flash refers to hotspot distribution network);
5. If your indicator is not flashing, it means that you have not reset your device to the status of network to be distributed. Please click “Indicator is not flashing” for help.
After selecting the indicator status of your device, you will enter the corresponding distribution network process. If the process card of adding equipment is in the stage of “looking for equipment”, please refer to “How to troubleshoot the failure of equipment distribution network?”. If the card is in the “Register to Cloud” and “Device Initialization” stages, please provide your device virtual ID and specific time, and we will arrange technicians to check for you.

Problems with ZigBee products

You can follow these steps:
1. On the “Home” page, click the “+” icon in the upper right corner to enter the device selection page;
2. Select the corresponding category and find the equipment (Wi Fi) to be distributed;
3. After clicking, you need to enter the Wi Fi password first (most devices only support 2.4G wireless networks);
4. Click the button on the upper right corner to select the device’s distribution network mode (fast flash refers to Wi Fi fast connection, and slow flash refers to hotspot distribution network);
5. If your indicator is not flashing, it means that you have not reset your device to the status of network to be distributed. Please click “Indicator is not flashing” for help.
After selecting the indicator status of your device, you will enter the corresponding distribution network process. If the process card of adding equipment is in the stage of “looking for equipment”, please refer to “How to troubleshoot the failure of equipment distribution network?”. If the card is in the “Register to Cloud” and “Device Initialization” stages, please provide your device virtual ID and specific time, and we will arrange technicians to check for you.

Zigbee products need to be equipped with Zigbee gateway to achieve voice control.

Other use problems

You can reset the device in the following ways:
For most devices with reset button (please refer to the product manual to find the reset button)
1. “Wi Fi quick connection” mode: First, make sure that the device is powered on after more than 10 seconds of power failure, then long press the reset button on the device for about 5 seconds until the device’s indicator light starts to flash quickly. The device enters the “Wi Fi quick connection” mode, and you can configure the device according to the “Wi Fi quick connection” distribution mode prompted on the app;
2. “Hot spot distribution network” mode: It is not necessary to power off the device, and you need to press and hold the reset button on the device for about 5 seconds when the indicator light of the device is flashing rapidly, until the indicator light of the device starts flashing slowly. The device enters the “hot spot distribution network” mode (compatibility mode), and you can distribute the device according to the “hot spot distribution network” (compatibility mode) prompted on the App.
3. The camera and visual doorbell device can be reset only after the device is removed from the App.

This phenomenon may be due to the fact that the smart speaker does not recognize your command accurately enough to understand your command. At this time, you can modify the device/scene name in the app to a character that is easy to recognize (such as the bedroom light, living room light, etc.), and then try to use the new name to control the device/scene. If the problem cannot be solved, please contact our customer service personnel.

If your router supports both 2.4Ghz and 5Ghz Wi Fi, but only one Wi Fi name can be found on the phone’s Wi Fi search page, please refer to the following steps:

1. Enter the “Wireless Settings” page of the router (the access method is usually on the label on the back of the router);

2. Find the 2.4Ghz settings page, change the Wi Fi name (SSID) to “xxx-2.4G”, and save the settings;

3. Find the 5Ghz settings page, change the Wi Fi name (SSID) to “xxx-5G”, and save the settings;

4. After renaming, you can find “xxx-2.4G” and “xxx-5G” Wi Fi names in the Wi Fi search page of your phone.

Note: Since the Wi Fi name has changed, all devices connected to the wireless router need to be reconnected. If the password has not been changed, it will still be the original password.

Click the button at the upper right corner of the device control page to enter the “Device Editing” page, click “Remove Device – Unbind and Clear Data” at the bottom of the page to remove the device from the device list, and all the device related data will be cleared. At this time, it is recommended that you redistribute the network to add equipment. If your device is offline, you cannot restore the factory settings, because you cannot communicate with the App and the cloud after the device is offline.

Note: If you just click to unbind the device, the app will only remove the device from the app, not delete any data of the device, and will not let the device enter the status of waiting for distribution network (some devices automatically enter the status of waiting for distribution network after disconnecting).

Please check in the following ways:

1. Check whether the device is offline on the App. If it is offline, reset the device and then re distribute the network;

2. If your device is a low power consumption device (devices using batteries and various sensor devices), in order to ensure the endurance, the low power consumption device will only display offline in the App after being offline for more than 24 hours. Therefore, it is likely that your device has been offline, and you need to re network it to restore its normal functions.

3. If the device still has problems after re distribution, we recommend that you restore the device to factory settings and remove it from the app, and then add it again;

4. Please check whether the distance between the device and the router (no more than 5 meters in the case of no separation, and no more than 2 meters in the case of walls, metal objects and other barriers) is too far, causing loss of signal transmission. To solve this problem, it is recommended that you remove the device first, then reset the device to the distribution network status and re distribute the network. Please keep the network signal in good condition during the connection.

5. Confirm whether the region where your account is located is correct. If the region is selected incorrectly, the ECS registered with the device is far away from you, which will cause great delay and control failure.

If the problem persists, it may be that the hardware of your device has failed. Please contact the seller for after-sales service. We do not provide after-sales service for the product, but only for the App.

The following are several standard control commands supported by Google Assistant:

1. Hey Google, open [removed];

2. Hey Google, close [removed];

3. Hey Google, [removed] on/off;

4. Hey Google, set [removed] as a percentage;

5. Hey Google, highlight/add [removed];

6. Hey Google, dim/reduced [removed];

7. Hey Google, dark/bright white [removed] 50%;

8. Hey Google, set [removed] to (color);

9. Hey Google, set [removed] to (color temperature);

10. Hey Google, turn on/off the light in [removed];

11. Hey Google, turn on/off all lights;

12. Hey Google, start [removed];

13. Hey Google, activate [removed].

Since different devices support different control commands, if you need more control commands, please refer to the equipment manual or ask the dealer for them.

Trigger Scenario

Set the scene in the App first, and then discover devices; Scenes set in the app will appear in the Scene list of the Alexa app

Alexa, turn on scenario name ———————— Trigger scenario;

The voice commands that can be operated by different types of equipment are different, and the common ones are as follows:

[Switch socket]

1. Alexa, turn on device name ————————- Open the device;

2. Alexa, turn off device name ———————— Close the device.

(The row plug and multi way switch products support separate control, and the name of each jack will be displayed on the Alexa App after the customized name of each channel is made on the App)

[Lighting] (control command is related to lamp model): 


1. Alexa, turn on device name ——– turn on the light;

2. Alexa, turn off device name ——– Turn off the light;

3. Alexa, set the device name to percentage ——– Set the brightness of the lamp (calculated by the brightness percentage);

4. Alexa, bright/increase equipment name —- Turn the lamp on 25% (this percentage is required by NAC certification);

5. Alexa, dim/increase device name —- Dim the lamp by 25% (this percentage is required by NAC certification);

6. Alexa, set device name to color name — — set the color of the light;

7. Alexa, set device name to color temperature name — set the color temperature of the lamp;

8. Alexa, make/set device name warmer — — turn the lamp warm;

9. Alexa, make/set device name cooler.

[Air conditioner and heater] (temperature control equipment):

1. Alexa, turn on device name ——– Open the device;

2. Alexa, turn off device name ——– close the device;

3. Alexa, set the device name temperature to numerical degrees ——– Set the temperature (the supported temperature range can be defined according to the customer’s standard);

4. Alexa, increase device name: temperature ——– Increase the temperature by 1 degree;

5. Alexa, increase device name temperature ——– reduce the temperature by 1 ℃;

6. Alexa, what’s the temperature of equipment name; Alexa, what’s the device name set to———————————— Ask about the temperature set for the current device.

(The setting of temperature involves different temperature scales of Fahrenheit and Celsius. For voice control, the temperature scale set by the current Alexa audio system shall prevail.)

Fan

1. Alexa, turn on device name ——– Open the device;

2. Alexa, turn off device name ——– Close the device.

Note: Some fans have different wind speed regulation methods, which can be divided into the following two categories in terms of voice control:

1. Percentage type: Alexa, Set equipment name to percentage — — Adjust fan wind speed;

2. Gear type: Alexa, set equipment name to gear serial number — — regulating fan gear.

[Door lock/door magnet]

1. Alexa, lock the device name ——– lock the door;

2. Alexa, unlock the device name ——– Open the door.

3. Alexa, Is the device name locked—————————— Query the door lock switch status (magnetic door products only support querying the door switch status).

[Electric curtain]

1. Alexa, turn on device name ——– Open the curtain;

2. Alexa, turn off device name ——– Close the curtain.

(Alexa itself does not support the curtain category. We treat the curtain as a switch device. Opening the curtain corresponds to turn on, and closing the curtain corresponds to turn off. Therefore, the curtain only supports opening and closing, not pausing. The expression of turn on/off curtaining is also very strange, but it can only be done this way.)

[TV remote control]

1. Alexa, next channel on device name ——– Switch to the next channel;

2. Alexa, channel up on device name ——- tune to the previous channel;

3. Alexa, channel down on device name —— tune to the next channel;

4. Alexa, lower/upper the volume on device name —- Adjust the sound of the TV.

[Camera] (need to use echo show or echo spot for control)

1. Alexa, show the device name —— Put the camera image on echo show or echo spot;

2. Alexa, hide/stop device name ——– End the release of camera images.

[Other equipment]

1. Alexa, turn on device name ——– Open the device;

2. Alexa, turn off device name ——– Close the device.

Since different devices support different control commands, if you need more control commands, please refer to the equipment manual or ask the dealer for them.

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