top of page
Frequently Asked Questions
  • Why should I do when device addition is failed?
    1. Please check whether device is powered on; 2. Whether phone is connected to Wi-Fi; 3. Whether device is ready for configuration. To get the device ready before configuration, you can manually press on the device to get it ready. Please refer to "Product Instructions" or Device Reset Instruction for details. Notice: Each 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: a. If router is dual-band router, select 2.4G network and add device. You also need to enable router’s broadcasting function. b. 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. c. To stay strong Wi-Fi signal, please keep device and router within certain distance. d. 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. e. 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. 5. Make sure the password entered in App is correct when adding new device
  • How to reset device?
    1. Reset smart plugs, IR blaster etc. a. Long press reset button for 5 seconds until indicator light flashes, representing successful reset; b. Indicator light quickly flashes (2 times per second), representing quick connect mode; Indicator light slowly flashes (one time per 3 seconds), representing AP mode; c. Under EZ mode, long press reset button for 5 seconds until indicator light slowly flashes, representing switching to AP mode and vise versa. 2. Reset smart light a. Turn off light first. Switch light with the steps: Switch on-off-on-off-on (time interval cannot exceed 10 seconds), flashing lights represents successful reset; if no light flashes, please repeat the steps above; b. Quick light flashes (4 times per second), represent EZ mode; c. Slow light flashes (2 times per 3 seconds) represent AP mode; d. Under EZ mode, turn off lights and then switch light with the steps: Switch on-off-on-off-on (time interval cannot exceed 10 seconds). Light begins to slowly flash, representing that it has switched to AP mode and vise versa.
  • Can I add 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 (typically Wi-Fi or Hotspot). After successfully adding device, you can remote control device with 2G / 3G / 4G network.
  • Do I have to configure the device again if I move it to a different location?
    You can move Helea devices anywhere in range of your router without having to configure it again. However if the device is in reset mode, configuration is required.
  • Can I use the app to report an issue?
    In your Helea Smart app, from the main menu select Profile > Feedback > Add New > Others.
  • How do I remove product from Helea Smart app?
    In your Helea Smart app product screen, tap the menu (three dots) icon on the upper right of the screen, and select on the next screen “Remove Device.”
  • Can I set up a wake-up timer for Helea Devices?
    Yes, you can simply use schedule option available for the plug or set a routine for it in Helea Smart app.
  • Can I turn the bulb/plug on or off with a normal switch?
    Yes, however we encourage using Helea app for switching the device on or off. Using wall switches continuously to turn on & off may cause compatibility issues or reset the bulb to factory settings.
  • What happens if I forgot my password?
    You can reset your password in the Login screen of the Helea Smart app.
  • How do I create, manage or delete groups?"
    In your Helea Smart app, from the main menu tap the “Group” icon on the bottom of the screen, then tap to select the group you want. Tap the menu (three dots) icon on the upper right of the screen to select group options.
  • Do I need a hub for devices?
    No! Helea devices connect directly with Wi-Fi router and do not need additional hub.
  • Can I control devices from outside my home?
    Yes, you can control your Helea devices from anywhere in the world. All you need is internet access in your home and mobile.
  • Do I need a router?
    Helea devices need internet to connect with cloud and be operated through mobile or voice. So Yes, either router or internet dongle has to be present in your home so your Helea devices can work.
  • How do I control Helea devices?
    1. Helea devices can be controlled through Helea Smart mobile application available on both iOS and Android. 2. Additionally you can link Helea devices with Amazon Alexa and Google Assistant and control your devices through voice.
  • How many devices I can control with Helea App?
    My device list in the App supports up to 200 devices, and you can create up to 20 home, so adding together is 4000 devices. But the router has a bottleneck, and an average router can handle about 10 devices (depending on the router performance)
  • Are Helea devices compatible with virtual assistants?
    Yes, Helea devices can be connected to both Amazon Alexa and Google Assistant.
  • Do I have to pay for the app?
    Helea Smart app is free to use.
Create Ticket
bottom of page