We’d be happy to help you get your device connected. Pairing can sometimes be tricky due to modern router security settings, but following the steps below resolves the issue in most cases.

Please work through each step carefully for the best results.

We highly recommend using a dedicated Guest Network, set up on the 2.4ghz network for your device.

Step 1: Prepare Your Phone

Before starting the pairing process, it’s important to prevent your phone from switching networks during setup.

Turn off Mobile Data

Disable mobile data on your phone so it doesn’t “hunt” for internet access while trying to communicate with the device.

Disable Auto‑Join / Auto‑Reconnect

• iOS: Turn off Auto‑Join
• Android: Turn off Auto‑Reconnect

Go to your phone’s Wi‑Fi settings and disable this for any networks that automatically connect. This prevents your phone from jumping away from the device’s Wi‑Fi signal during setup.

Step 2: Use AP Mode (Recommended)

When pairing in the app, choose AP Mode.

AP Mode is significantly more reliable than the standard setup method and is strongly recommended, especially on modern home networks.

Step 3: Check Your Network Settings

Our devices require specific Wi‑Fi conditions to connect securely. Please ensure your router settings meet the following requirements:

✅ 2.4GHz Wi‑Fi Only

• Devices cannot connect to 5GHz networks.
• If possible, enable a 2.4GHz Guest Network — this is often the easiest solution and avoids changing your main home network.

✅ WPA2 Security

• If your router is set to WPA3, the device will be blocked.
• Set Wi‑Fi security to WPA2 (or WPA2‑PSK).

✅ Disable Band Steering

• Band steering combines 2.4GHz and 5GHz under one network name.
• This can prevent the device from finding the correct connection path.

✅ Disable PMF (Protected Management Frames)

• PMF is a common hidden pairing blocker.
• If PMF is set to Enabled or Required, the device will fail to connect.
• Set PMF to Disabled.

Important Tip

If the device stops flashing but the app shows “Failed to add”, check your All Devices list in the app.

In many cases, the device has actually connected successfully despite the warning message.

Need Help?

Because every router interface is different, we’re not able to walk you through your specific router settings. Your internet service provider (ISP) is the best contact for router configuration assistance.

That said, we’re more than happy to help with app setup and device pairing.

📞 Call us: 1300 716 188
🕒 Available: 7:00am – 3:30pm AWST