Your device will be showing as offline if it has lost connection with your router. There are multiple reasons that this could occur. The most common reason is a loss of power between the device and the app. If you have recently turned your device Off and On from the switch or wall, it may appear as Device Offline. Please give it a few minutes to reset prior to operating.

If the problem persists, there could be a further power issue between the device and the router. Please get in touch with our friendly customer service team and have your Virtual ID ready.

Where is my Virtual ID?

Within the relevant product app, click Device Settings (the pen icon on top right hand corner) and then click Device Information. Copy and Paste us the Virtual ID so we can help you with your query.