Help center

Please try these solutions:

- Check if your smartphone has Wi-Fi enabled

- Make sure that you type in the password correctly. The password is case sensitive

- Check if the Wi-Fi you try to connect has an access to the Internet

- If the problem has appeared during the first launch process please follow these steps: skip the Wi-Fi connection screen, pick the device on the device selection screen, then select – menu – settings – Wi-Fi, then choose the Wi-Fi net and enter the password

- Make sure that the Wi-Fi you try to connect has 2.4 GHz frequency enabled. To do that please log in to your router and check enabled net frequencies

- If the problem persists, contact us at service@elephantalarms.com and specify your full name, serial number of the device and your router model

- you can use another thin, rigid object for first launch on that can fit into the opening and is longer than 1.5 cm, such as a paper clip

- check if your code is inside the packaging
- if you have not found it, contact us at service@elephantalarms.com and specify your full name and serial number of the device (you can find it on the sticker on the back of the device)

- check if your device is activated properly: press the button on the bottom of the device. You should hear a click sound and the LED on the front of the device should start to blink every 10 seconds
- the device may need to be recharged. Connect it to a charger

- check whether Bluetooth and Wi-Fi connections are enabled in your smartphone
- check Bluetooth settings in your smartphone – is your device visible? Is the possibility of pairing with new devices blocked?
- check whether the device is active (does the LED blink every 10 seconds)

- try to rescan the QR code in bright light
- enter the 20-digit password of the device manually (case sensitive)

- make sure that the place of fixing was degreased and the door meets the requirements of installation
- remove the installation tape from the fixing and stick one of the two spare tape strips. Remember to stick the tape on the same side of the fixing

- use another smartphone. Download the application and log into your account. When you are near the device, you can activate it and access your home without activating the alarm

- make sure Bluetooth and Wi-Fi connections are enabled in your smartphone
- make sure your elephant door™ is active
- refresh the device list and wait a few seconds for the device to be visible again
- shut down the application (from the background) and relaunch it

- check if you are using a supported smartphone. The supported operating systems are: Android 4.4 or newer; for iOS 9.0 or newer
- if the problem persists, contact us at service@elephantalarms.com and specify your full name and serial number of the device, smartphone model and operating system

- make sure the device is active
- make sure the device is in the detection mode (on)
- retest the device in the application
- if the problem persists, contact us at service@elephantalarms.com and specify your full name and serial number of the device (you can find it on the sticker on the back of the device)

- check whether your door is stable and the hinges are not loose – if the looseness is too large, it may be interpreted as door opening
- when switching the device on, make sure that it is placed in the desired position on the door instead of being in motion or vibrating service@elephantalarms.com and specify your full name and serial number of the device (you can find it on the sticker on the back of the device)

- check whether the SIM card in your smartphone is active
- check whether the additional user has downloaded and running the elephant app during activation
- deactivate the user using the slide and click “save”. Then, create the user account again and click “save”. Note: the user must have the elephant app running

- check whether your device is connected to Wi-Fi
- check whether there is an internet connection on your smartphone
- check whether the phone settings have elephant notifications permitted

- launch the elephant app and select login option. Click “reset password” and enter your email address. Then, check your email and click the link to set a new password

- due to safety reasons, we recommend that someone looks after your home when you are away That person can charge the device during their visit to ensure further protection of your home. Remember to add the above person as an “additional user” when you are away so that they can activate and deactivate the detection mode in the device.
- In order for your home to be safe when you are away, go over the tips of Elephant Safety Academy https://myelephant.co/pl/safetyacademy

- make sure you have charged it completely – recharging a strongly discharged battery may last up to 8 hours
- check on another device whether your charging cable charges the battery properly

- check on another device whether your charging cable charges the battery properly
- use another micro USB cable and check if the device is charging. When charging, LED blinks with white light