A light shows offline

A light shows offline when the app cannot reach it. Most of the time the cause is at the wall or at the edge of your Wi-Fi, and it takes a minute to fix.

What the words on the tile mean

• ON or OFF: the light is reachable and this is what it is doing.
• OFFLINE: the app cannot reach the light. Check the wall switch, then the Wi-Fi.
• RECONNECTING: the app is waiting for an answer. It clears by itself.
• NO RESPONSE: the light did not answer the last command, or your phone lost its own connection. Check the wall switch; it comes back on its own.
• "Sign in again to reach your lights": your phone needs a fresh sign-in. Your lights are still on the account. Tap Sign in again and enter the emailed code.

One light keeps going offline

1. Keep its wall switch on. A light switched off at the wall shows as offline in the app.
2. Switch it off at the wall for 10 seconds, then back on.
3. If it keeps dropping while the lights around it stay online, that one light needs a look. Please do not remove it from the app. Contact us with the tech details and your order number, and we will take it from there.

All the lights drop from time to time

They are probably at the edge of your Wi-Fi. A 2.4 GHz extender or a mesh point near the lights usually steadies the connection. More in Wi-Fi for smart lights.

Everything went offline at once

A new router, a new provider or a changed Wi-Fi password leaves every light on the old details. See New router or Wi-Fi password: reconnect your lights.

About offline alerts

The "A light needs you" alert is picked up while the app is open; it does not check your lights in the background. Timer, order and rewards notifications are not affected.