Frequently Asked Questions (FAQ)
1) Basics & Compatibility
Q: What are these products?
A: They’re basic Wi-Fi (2.4 GHz) IoT sensors for home protection: door/window opening sensors, temperature sensors, water leak sensors, and smoke detectors. They connect to the TUYA platform via the TUYA app.
Q: Do I need a gateway or hub?
A: No. All devices connect directly to your 2.4 GHz Wi-Fi and the TUYA app. No monthly fees.
Q: Do these work on 5 GHz Wi-Fi?
A: No. They require a 2.4 GHz network. If your router combines 2.4/5 GHz under one name (band steering), create a separate SSID for 2.4 GHz or temporarily disable 5 GHz during pairing.
Q: Will they work with mesh Wi-Fi?
A: Yes, as long as the 2.4 GHz band is enabled and visible. For pairing, stand near a node and ensure the phone is on the 2.4 GHz SSID.
Q: Do they work without internet?
A: Local behavior (e.g., a sensor beeping) may still occur, but app notifications and remote control need internet access.
Q: Are there monthly fees or subscriptions?
A: No. There are no recurring fees from us to use the sensors.
2) App, Accounts & Integrations
Q: Which app do I use?
A: Use the TUYA ecosystem app (e.g., “Tuya Smart” or “Smart Life”) from the iOS App Store or Google Play. Create a free account and follow the in-app pairing steps.
Q: Can multiple family members use the sensors?
A: Yes. You can share devices with other TUYA accounts from within the app.
Q: Do these work with voice assistants or smart home platforms?
A: Many TUYA devices can link to popular assistants (e.g., Google Assistant/Amazon Alexa) depending on region and app features. Check the TUYA app/docs for the latest compatibility.
Q: Who stores my device data?
A: Devices run on the TUYA platform. TUYA manages data storage and processing for device usage. Please review TUYA’s own privacy policy and data storage terms directly with TUYA.
3) Device Details & Use Cases
Q: What does the door/window sensor do?
A: It detects openings/closings and can notify your phone instantly. Ideal for front doors, balconies, windows, garage doors, and cabinets.
Q: What does the temperature sensor do?
A: It monitors ambient temperature for comfort and alerts on unusual changes (e.g., potential heating failures or overheating). You can use app automations based on thresholds.
Q: What does the water leak sensor do?
A: Placed near sinks, washing machines, dishwashers, boilers, or under pipes, it alerts you at the first sign of moisture to help prevent costly water damage.
Q: What does the smoke detector do?
A: It detects smoke and sounds an audible alarm and app notification. Test regularly and install per local fire safety guidance. It does not replace mandated fire safety systems or professional monitoring.
Q: How loud is the smoke alarm / what’s the exact accuracy of sensors?
A: Specifications can vary by model. Refer to your device’s user guide in the box or product page for model-specific specs.
4) Installation, Pairing & Troubleshooting
Q: How do I install the sensors?
A: Mount in the recommended location (clean, dry surface; align magnets for door sensors), power the device, open the TUYA app, select Add Device, choose the Wi-Fi (2.4 GHz) network, and follow pairing instructions.
Q: The device won’t pair. What can I try?
A:
- Ensure your phone is on 2.4 GHz (not 5 GHz).
- Toggle Bluetooth/location permissions if prompted by the app.
- Move closer to the router/mesh node.
- Reboot the router and sensor, then retry pairing.
- If available, try the app’s AP/Hotspot mode instead of EZ mode.
- Disable VPNs/ad-blockers during pairing.
Q: How many devices can I add?
A: The TUYA app supports many devices (practically dozens or more). Real limits depend on your router capacity and network environment.
Q: Can I set automation rules?
A: Yes. In the TUYA app, create automations (e.g., “If door opens, send notification”; “If temperature < X, alert me”).
Q: Will I get notifications when I’m away from home?
A: Yes. With the sensors online, you’ll receive push notifications anywhere your phone has internet.
5) Power, Batteries & Maintenance
Q: Are the sensors battery-powered?
A: Yes, most are battery-powered for flexible placement. Replace batteries every ~6 months or earlier if the app shows low-battery alerts.
Q: How do I know when to change batteries?
A: The TUYA app shows battery level or low-battery notifications. We recommend a preventive replacement every 6 months.
Q: Maintenance tips?
A:
- Test door and leak sensors monthly.
- Test the smoke detector’s alarm monthly (use the test button).
- Keep devices clean and dry; re-adhere or re-mount if they come loose.
6) Shipping, Delivery & Returns
Q: Where do you ship?
A: We ship anywhere in Europe.
Q: How long does delivery take?
A: Standard shipping: usually 4–6 days within Europe.
Express shipping: usually 1–2 days within Europe.
(Delivery times are typical estimates and can vary by destination and courier.)
Q: Will I get tracking?
A: Most services include tracking. Details are shown at checkout and in your shipping confirmation email.
Q: What is your return policy?
A: Free returns within 14 days of purchase. Returns must be authorised before sending. Contact us for a return authorisation and instructions.
Q: What condition should returns be in?
A: Please return items with all accessories and packaging when reasonably possible. Contact support if something is missing—we’ll help.
7) Warranty & Support
Q: What warranty do you provide?
A: A 2-year warranty against defects in materials and workmanship under normal use. The warranty does not cover consumables (e.g., batteries) or damage from misuse, improper installation, or unauthorised modifications.
Q: How do I get help?
A: Use the contact form on our site. For data storage or cloud questions, please contact TUYA directly (they manage the platform and cloud for these devices).
8) Privacy & Security
Q: Do you track visitors on your website?
A: We may use Google Analytics to understand how visitors use our site and to improve our advertising. This relates to website usage only, not your in-home sensor data. See our Privacy Policy for details or opt-out options.
Q: Who holds my device/app data?
A: The devices are TUYA-based. Data storage is handled by TUYA. Please consult TUYA’s privacy policy and terms for how they process and store your data.
Q: Are these professionally monitored security systems?
A: No. These are self-monitored consumer devices. They provide alerts and notifications but do not include professional monitoring or emergency dispatch.
9) Safety & Compliance
Q: Are the devices compliant for use in Europe?
A: Devices are intended for the European market and use 2.4 GHz Wi-Fi. Refer to the product packaging or manual for model-specific compliance markings (e.g., CE) and follow local installation regulations, especially for smoke detectors.