IFREEQ Support

FAQs

Frequently Asked Questions

IFREEQ

Where is your Company?


Shenzhen, Guangdong, China




Does your company offer OEM/ODM service?


Yes, support OEM/ODM.




What’s the sample and bulk order delivery time?


About 3-5 days for sample. Normally 15-25 days for mass production based on your order requirements.




How long is the warranty?


1 Year warranty. If any quality problems on our side occurred in this period ,we will take on the shipping cost and replacement.




What’s the sample and bulk order delivery time?


About 3-5 days for sample. Normally 15-25 days for mass production based on your order requirements.




What about shipment?


We can arrange shipment to your office/warehouse by express, by air, FOB Shenzhen/HK by sea. Or you can arrange shipment via your agent.




How about your payment terms?


T/T in advance, West Union (30% deposit received before production and balance paid before shipment) *Paypal is not friendly to Chinese, so we don't use Paypal anymore.




Which App can be used for your products?


TuyaSmart or SmartLife or your own OEM App based on Tuya.





Tuya smart

What is Tuyasmart?


Tuya Smart (Tuya) is a China-based global IoT OS provider for enterprise businesses. It provides manufacturers with both AI and IoT capabilities that enable them to bring smart devices to consumers in a faster, more affordable way




How do I reset my Tuya smart plug?


Press and hold for 10 seconds to reset (LED flashes green and the Smart Plug resets upon release). Use the app to reconfigure network settings. Reset the smart plug to factory defaults, then follow the initial setup instructions again. Unplug the Smart Plug, then press and hold the power button.




What is AP mode?


In computer networking, a wireless access point (WAP), or more generally just access point (AP), is a networking hardware device that allows other Wi-Fi devices to connect to a wired network. ... An AP is differentiated from a hotspot, which is the physical location where Wi-Fi access to a WLAN is available.




Is AP mode the same as bridge mode?


Wireless Ethernet Bridge mode works similar to 'client' mode. The main difference is that the router handles DHCP and IP addresses for both routers. Again, this modedoes not retransmit wireless signal but you can connect additional devices using the Ethernet ports on the back of the router.




How do I reset my Smart Life switch?


Press and hold (about 5 seconds) until the Wi-Fi status LED blinks amber and green alternately to initiate App-Config mode. Press and hold (about 10 seconds) until the Wi-Fi status LED blinks amber rapidly to reset the Smart Switch to factory defaults.




Does smart life work with Alexa?


Once your plugs are installed and the Smart Life app is set up to control them, it's time to make it all work with your voice. To connect your plugs with Alexa, open theAlexa app, search for the “Smart Life” skill, and enable it. You will need to provide theSmart Life account information you used for the app.




How to connect your device?


First step: Add device 1, Power on your device.
2, Log in your App, and select “+” on the top right of the App to add device.
3, Ensure the indicator light blinking quickly (twice a second) the device is in Config mode which allows you to connect.
4, Please refer to the operation instructions below to “Confirm indicator rapidly blink” and “How to make indicator rapidly blink”
5, For plug socket products, please long press the power button for 10 seconds until the indicator light blinking quickly.
6, For the lighting devices, please long press the switch for 10 seconds till the indicator light blinking quickly.
7, For products have reset button, please press reset button directly.
8, It is recommended to check the operation manual in order to connect the device to WIFI more quickly. Second Step: Enter Wi-Fi password Enter the password of the WiFi Router you are connected to. Click “Confirm” into the connecting process. Now we only support 2.4G Wi-Fi channel, please check whether the Wi-Fi is 2.4G . Finally, wait a few seconds till the success.




Failure at connecting Wi-Fi (add device failed) how to troubleshoot


Please note when adding device:
1. Confirm device is powered on.
2. Confirm device is waiting for network configuration.
3. Confirm that device, smartphone and router are as close to each other.
4. Make sure the network function of router and smartphone are unblocked.
5. Confirm the entered router password is correct.
6. Confirm adding device is under 2.4 WIFI channel. Enable the broadcast and not allow to hide Wi-Fi
7. Confirm that router’s encryption method is WPA2-PSK and authentication type is AES, or both are set up as automatic.
8. Confirm your Wi-Fi name only contains letters and numbers,eg:abcd1234.
9. If router’s connected devices reach the amount limit. Please try to turn off some devices’ wife function and configure again.
10. If router enables MAC address filter, please try removing the device from MAC filter list and make sure router is allowing device to be connected




What to do if the device is offline


1. Ensure device is powered on.
2. Please check if the network is stable.(Check method: put the phone or Ipad besides your device and make sure they are in the same network environment, try to open a website to judge if the network can be used.)
3. Confirm whether the home Wi-Fi network is normal, or whether the Wi-Fi name and password have been modified. If so, remove the device and add it again. (Device Removal Method: Open the App and enter the device control page, click “…” button which is on the top right corner, click on the bottom of the page “remove device”)
4. Please try to restart the router, wait 3 minutes and observe the status of the device;
5. If all is normal, please go to the control page of the device, click on the “…” button in the upper right corner, and then click on the “Send Feedback” to write the problem you encountered, and provide you Router model, we will handle it ASAP.




Couldn't control device by app, it might be the reason of bad network environment or device is offline.


1. Ensure device is powered on
2. It is recommended that you keep the APP open for about 3 minutes, and observe whether the device is still online.
3. If it’s still online, please put the phone besides your device and make sure they are in the same network environment, try to open a website to see if it’s the problem of network
4. If device is online and network is good, but still can’t control device, please go to the control page of the device, click on the “…” button in the upper right corner, and then click on the “Send Feedback” to write the problem you encountered, and provide you Router model, we will handle it ASAP.




After the device is connected, it can be controlled at the same location, but can’t be remote controlled by the phone when change to another location or other network environment.


1. If the device encounters such a situation, it may be the reason that the device and cell phone are connected to the same LAN, but not connected to the Internet. Please put the phone besides your device and make sure they are in the same network environment, try to open a website to see if it's the problem of network 2. If you cannot access the network, it is recommended to restart the router.
3. If above problem occurs when device is connected to the network, please go to the control page of the device, click on the “…” button in the upper right corner, and then click on the “Send Feedback” to write the problem you encountered, and provide you Router model, we will handle it ASAP.




Device status cannot be synchronized with the status displayed on the APP


1. If the device is controlled by a manual switch, the device may not be synchronized at the same time.
2. It is recommended that you can open the App and the device status will be updated after operating.




How do I switch between Celsius and Fahrenheit ?


Please enter the APP – “Profile “, click personal icon into the basic information page, at the “temperature unit” choose what unit you need, after changing, the scene and so on will perform and show the temperature of the unit that you chose for.




The lights turns on suddenly when the power reconnect after power off.


It can be appeared when the lamps have no switch button (not a smart switch and no scene linkage). If the device need to connect with Internet, it is necessary to ensure that the physical switch of the lamp is open, and then the lamp can be controlled with the APP. But when the power off, the lights and app have no connection, by this time the lamp becomes ordinary lamp, when the power reconnected, therefore if the lamp physical switch is “on” at the before, the light will turn on automatically.




Why failed to add device?


1, Please check whether device is powered on;
2, Whether phone is connected via Wi-Fi;
3, Whether device is ready for configuration. To get the device ready before configuration, normally you can manually press on the device to get it ready. Please refer to "Product Instructions" or Device Reset Instruction for details.
NoticeEach time to add device, reset Wi-Fi to get device ready for configuration and make sure router is working properly.
4, Check routers or related:
*If router is dual-band router, select 2.4G network and add device. You also need to enable router's broadcasting function.
*Set up wireless router: Set encryption method as WPA2-PSK and authorization type as AES, or set both as auto. Wireless mode cannot be 11n only.
*Don't use Chinese to name router Wi-Fi.
*To stay strong Wi-Fi signal, please keep device and router within certain distance.
*Whether connected devices have reached the maximum number of router's connections. If so, please try by turning off the Wi-Fi connection of some device.
*Router's wireless MAC filtering function is enabled. Remove the device from the filter list and make sure that router is not prohibiting device from connection.
*Make sure the password entered in App is correct when adding new device




How to add device under EZ mode?


1, Make sure that indicator light or light quickly flash;
2, Phone has connected to Wi-Fi router and been able to connect to Internet;
3, Tap "Add device" in app and enter correct Wi-Fi password. Touch to search device around;
4, In the device list, select and add the device.




How to add device under AP mode?


1, Make sure that indicator light quickly flashes or light slowly flashes;
2, Tap "Add device" in App and then "AP mode" in the top right corner. Connect to device hotspot first and then Wi-Fi.
3, Tap "Next" to add device.




Can I control device with 2G/3G/4G network?


When adding device for the first time, it requires that device and phone need to be under the same network environment. After successfully adding device, you can remote control device with 2G/3G/4G network.





Smart lock

What unlocking methods does IFREEQ E202 smart lock support?


It supports 5 kinds of unlocking mode: fingerprint, RFID card, password, APP, mechanical key.




How thick door does IFREEQ E202 smart lock apply to? What is the size of IFREEQ E202 smart lock body?


It is suitable for 40-100mm thick wooden or steel doors. The lock type number is 5052, and the peripheral size is 76*118 mm. If the lock body is not 5052 before, it is necessary to refer to the size of the lock body and the hole opening drawing for re-drilling, and confirm that the size of the door lock panel can cover the original hole position.




What should I pay attention to when buying?


A. Confirm the thickness of the door: Please confirm whether your door is made of wood or steel with a thickness between 40-100mm B. Confirm the size of the lock: Please confirm the size of the previously installed door lock and lock body. If the size is different, please confirm that the E202 door lock panel can cover the previous hole position, and it can be installed after re-drilling. C. Confirm the opening direction of your door: please confirm whether your door is opened to the left or the right. The left-handed lock is different from the right-handed lock.This lock has two types,respectively are "left-handed" and "right-handed", pay attention not to buy the wrong one.




What is the material of IFREEQ E202 smart lock?


IFREEQ E202 intelligent door lock is made of aluminum alloy.




Does IFREEQ E202 smart lock have a doorbell?


There is a doorbell function.




What is the power supply mode of IFREEQ E202 smart lock? How long is the battery life?


AA batteries are used for power supply (the product does not have the battery), and the standby time is 20000 hours. It can be used for more than 1 year if it is unlocked 10 times a day.




Will IFREEQ E202 smart lock alarm and remind when the power is low?


Low power alarm is supported. When the voltage is too low, the lock will automatically alarm. After the alarm, the lock can be opened for 50 times,please replace the battery in time.If the battery is exhausted, it can also be connected to the mobile power supply via the USB interface at the lower part of the door lock for emergency power supply. The battery needs to be replaced immediately after the lock is unlocked.




What is the operating temperature range of IFREEQ E202 smart lock?


Operating temperature range - 25 ~55 degree.C.




Lock password can prevent peeping?


IFREEQ E202 smart lock support virtual password, that is, when the owner is next to someone, in order to prevent the door password is leaked, before and after the password can casually input some random code, as long as the middle of the continuous password number is right to open the lock.




What is the name of the APP?


The APP is "Tuya Smart". The APP supports 10 languages including English, Spanish, French, German, Arabic, Japanese, Italian, Russian, Chinese and traditional Chinese.




Can the direction of the locking tongue be adjustable?


Direction can be adjusted, please adjust the lock tongue direction according to the copy icon.




What language are the voice prompts?


English is the only language available now and can be added later.




How many ways can you set up administrators?


You can use fingerprints, you can use passwords and CARDS.




How many administrators can be set at most?


At most, you can set up 3 administrators.




How many users can be added at most?


The IFREEQ E202 smart locks can support up to 100 users.




Can I delete the administrator?


Yes, just reset the door lock and cancel the battery cover behind the lock. There is a reset key in the battery box. Long press the reset key for more than 3 seconds to delete the administrator and initialize it to the factory state.




Is remote unlocking supported?


Support, remote unlocking has two ways: A. APP generates dynamic password to unlock. Dynamic password can be generated in the APP and provided to visitors to unlock. B. Click the APP to open the lock remotely. When the guest comes to visit, you can ask the guest to input "4" + "#" on the door lock. At this time, as long as the mobile phone is connected to the Internet, the APP lock interface will appear "click remote door opening", and click to open the lock.




Why does the dynamic password I provided not work?


A. After typing the dynamic password, press "#" again to make it valid. B. The effective duration of the dynamic password is 5S after it is generated, and it will be invalid after 5S. If it fails, it needs to be generated again. Dynamic passwords also support virtual passwords.




Can the APP monitor the unlock record?


Yes, there is a door-opening log in the APP, and you can edit the name of the user.




Can IFREEQ E202 smart lock be locked if the password is mistyped many times?


Yes, if the password is wrong for more than 5 times, the E202 lock will be locked automatically and will be released in 3 minutes.




What "alarm" functions are included in IFREEQ E202 smart lock APP?


There are two types of alarms: A. Enter the password 5 times of alarm; B. Low power alarm.




How to set up an administrator?


Long press "*" button, according to the language broadcast "please add administrator", input fingerprint 3 times, can complete the administrator Settings.




How to add users?


Long press the "*" button, according to the language broadcast "please verify the administrator", after verifying the administrator, according to the broadcast prompt to add users, you can use fingerprint, password, and card.




How to delete users?


Long press "*" button, according to the language broadcast "please verify administrator", after verifying administrator, prompt "please add user", then long press "*" button, switch to delete user mode, then according to the voice prompt, press "1" to delete fingerprint user, press "2" to delete password user, press "3" to delete card user, press "4" to delete all users.




How to install IFREEQ E202 smart lock?


First complete the punching according to the requirements of the door lock punching diagram, and then complete the lock installation according to the following three steps: A. Install the lock body. First, please confirm the direction of the lock tongue, confirm and adjust the direction of the lock tongue according to the direction of the door is closed, then load it into the door and lock the screw. B. Install the front panel of the lock. Product packaging box contains different lengths of square steel and connecting column, according to the thickness of the door to choose different lengths of square steel and connecting column, inserted into the front panel of the lock, then cover inside the door. C. Install the back panel of the lock. The installation can be accomplished by processing anti-lock cutting according to the thickness of the door and connecting the row line of the front panel to the back panel, connecting the square steel and anti-lock cutting, and locking up the two setscrews. Note: there is a screw position inside the battery cover box.




How do I connect to the APP?


A. First connect the mobile phone to the WIFI at home, open the "Tuya Smart" App, click "+" in the upper right corner, then click "All devices" and select " Lock". B. Touch the lock keyboard and continuously input "3" + "#". After verifying the administrator, the "8" key flashes, which means entering the distribution network mode. C. According to the APP prompt, enter the WIFI password to complete the task of adding connection. Note: In APP "All devices", select " Lock" instead of "Smart lock" (Here " Lock" is WIFI lock and "Smart lock" is ZigBee lock).




What if the card is lost? Can you disable it?


The card is lost and you can delete the user. Even if someone finds the card after deletion, the door cannot be unlocked.




When you set the administrator, enter the wrong password in the second input, how to deal with it?


If you make a mistake, press the "*" button to exit and reset.





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