Smart Security Camera
After Sales Support
For more video tutorials, please visit our [YouTube playlist].
For more video tutorials, please visit our [YouTube playlist].
Smart Security Samera FAQ
Recording Mode Settings
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Video Playback
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Video Backup
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Password Reset
Please right click the mouse>Navigate to the main menu>Click “Forgot Password”>Please directly click “Forgot Answer?” >Scan the CAPTCHA>You can get a code from your phone app(XMEye/XMEye pro)>Then enter the verification code to reset your password.
Here is an operational video guide: watch video
Signal Enhancement (Repeat Set)
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Mobile Alarm Settings
Please create an account to login to the app, after successfully adding the device, please push the “Event” at the bottom > click “Settings” > Push “Allow Notifications”.
To check the notifications, please go back to “Alert” on the app> “Notification”.
Email Alarm Settings
A. Ensure that your network is online. Please refer to Part 6 of the User Guide on “Network Connection”.
B. Refer to the Intelligent Alert section. When in “Intelligent Alert”, make sure the alert is enabled > click “Set” next to “Advanced” > tick “Send Email” > “OK”. Repeat the process to make sure the settings are set for all channels.
C. Then, from the home screen, right click the mouse, navigate to “Main Menu”>”Network”>”NetService”>double click “Email”. To receive notifications, you must have an email account (such as Hotmail, Gmail, Yahoo, etc.). Fill in the fields on the screen as follows (using a Hotmail account as an example):
Tick “Enable
SMTP server: SMTP.live.com (or smtp.office365.com)
Port: 587
Encryption: TLS
Your user name: Your email address
Password: Your email login password
From: Your email address
Recipient: Your email address
NOTE: You can use the same email address as above.
Then click on ‘Mail Testing’ until the ‘Test successful’ message appears on the screen.
Please allow a few minutes for the test cycle to complete. If the test fails, try a different email account. Whether your test was successful or not, be sure to click OK to save your setting.
If you are using another email account as the sender, such as gmail, yahoo, etc., you will need to find out their own SMTP server and port, or you can contact our support staff.
Human Detection Alarm
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Time Setting
Please right click your mouse anywhere on the monitor home screen > Left click go to “Main Menu” > “Advanced” > “Digital” > “Digital Channel” > Please select the channel to “All” > Please select the local time in the time sync > Click OK.
Rotating Camera Screen
Select camera on home screen > right click > left click go to IPC param > “Image Set” > check “OverTurn” to rotate 180 degrees > OK.
Adjusting the Camera Image Order
Please long press the left button of mouse when arrow pointing to one of the cameras on monitor screen, then drag it to another channel to change their sequences.
New Username Authority
For the security of your system, we recommend that when you create a new user account, you only authorise the Monitor and Replay options so that only the Admin account can change or control the system settings.
Restore Factory Settings
Please right-click the mouse on the monitor home screen > Left-click go to “Main Menu” > “Advanced” > “Restore” > “Restore Factory Defaults” > then click “OK”.
Please wait about 5 minutes again and see if they work.
The camera antenna is blocked, so the camera cannot be installed 90 degrees to the left
1. Please install the camera upside down. After that, its image could be rotated 180 degrees on the screen to make it straight.
Steps: Left click on this camera screen from the home screen to select it> Right click the mouse> Go to IPC param.>Image Set(on the left)> Check “OverTurn” to rotate 180 degrees >OK.
2. It is best to keep the camera lens slightly away from the wall for better night vision.
3. Please adjust the camera slightly downwards to avoid standing water.
Camera System Connection
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Hard Drive Installation&Hard Drive Formatting
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
How to upgrade the system
Generally, if the system is working properly, there is no need to upgrade. If necessary, please email us at support15@smonet.com. We will send you the firmware to update.
How to upgrade the camera
Generally, if the camera is working properly, there is no need to upgrade. If necessary, please email us at support15@smonet.com. We will send you the firmware to update.
Pairing the New NVR with the Old Camera
1. After you received the new NVR box, we need to remove the hard drive from the old NVR box and install it into the new one.
Here is a video on how to install the hard drive: watch video
2. And we also need to connect the existing cameras to it.
Noted: The camera must be within 30 feet of the NVR.
Please right-click the mouse from the home screen, navigate to “Wireless/Channel Set” > Click “Code for Wireless/Quick Pair” > Connect the power cord to the camera > Please make sure the infrared lights are on when the camera is in the dark or your finger covers the photocell > Follow the prompt to wait about 3 minutes > Click “Exit” when the process is completed.
New Camera Pairing to Old NVR
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Camera Operating Temperature
The camera’s operating temperature ranges from -13 degrees Fahrenheit to +131 degrees Fahrenheit.
Camera Angle, Visual Distance
A.Wide angle is around 90 degree.
B.Visual distance in daytime is around 30~45ft. In nighttime is around 24ft.
C.Motion detection distance is around 15ft to 18 feet.
How to add a device in the XMEye Pro mobile app
Here is an operational video guide: watch video
How to register an ICsee account
Here is an operational video guide: watch video
How to add a device via ICsee
Log in to the APP: Open the ICSee APP, and then create a new account to log in to the APP
After downloading the app and logging in to the app, there is a scan icon on the top right corner, click it and select the first option, then select DVR/NVR, click next, then scan the QR code of the camera device, (how to find the QR code: right click the mouse from home screen>main menu>advanced>version, you can find the QR code here).
Here is an operational video guide: watch video
How to view videos on a computer or laptop
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Manually add a camera to VMS
Step: click “Manual Add” like the picture shown in the attachment, then select the login type to Cloud ID.
Cloud ID can be found this way: right click the mouse on the NVR monitor > go to “Main Menu” > “Advanced” > “Version” > the serial number is CLOUD ID.
After successfully adding it, go to “Home” > “Click” > “Live View” > double-click each channel on the right side and you will see the cameras.
The hard drive cannot be recognized after being used for a period of time
1. Please unplug the power cord from the NVR > Open the NVR box by removing the screws on the sides > Disconnect the cables from the HDD, then reconnect them tightly > Plug the power cord back in. Then right click the mouse on the welcome screen > navigate to Main Menu > Advanced > HDD Info, please check if you can see any information about the hard disk.
2. If step #1 doesn’t work, please use another working power supply with bigger power output (12V/3A, 12V/4A or 12V/5A) to power on the NVR，you can use a camera power cable (12V/1A) and use it on the NVR unit for testing purpose only.
3. Or do you have your own hard disk drive (3.5inch, SATA, max. 3T) to test?
No available storage for recording
1. Right click on the home screen > Left click on “Main Menu” > “System” > “General” > Find the “Memory Full” option and select “Overwrite”.
2. Go back to “Advanced” > “HDD Info” > Click the “1-1” option and then click “Format the HDD”.
3. If the above 2 steps still do not work, could you please check if the power cord for the NVR box is the correct one? There should be a label on the power cord saying “NVR Recorder Only”. This is to confirm whether the NVR power cord (12V 2A) is mixed with the camera power cord (12V 1A), which can cause this no recording problem.
4. If the power cable is correct, could you please connect the HDD to the NVR box again to test?
(Steps: Please disconnect the power supply of the NVR > open the NVR box by removing the screws on the sides > disconnect the cables of the HDD and then reconnect them tightly > reconnect the power supply.
Here is an operational video guide: watch video
There is a strange sound
Please test the system without the HDD installed: Power off the NVR box > Remove the NVR cover by unscrewing the screws on the sides > Disconnect the 2 cables from the HDD > Replace the NVR cover > Power on the NVR again. If the noise stops, the HDD is broken; if the noise continues, the NVR box itself is broken. Please email us at support15@smonet.com.
The screen freezes after the set is connected to the hard drive
1. Re-format the drive. Right click the mouse on the monitor > Main Menu > Advanced > HDD Info > click Read/Write to select the drive > Format Storage > click OK to continue > OK
2. If it still doesn’t work, do you have your own hard drive (3.5inch, SATA, max 3T) to test? If so, please turn off the NVR box > remove the NVR cover by removing the screws on the sides > disconnect the 2 cables from the original HDD > remove the original HDD > connect the 2 cables to your own HDD > turn on the NVR again > is it working fine?
Note: Hard disk drives can be easily damaged, please handle with care.
Hard Drive shows error when connecting the new NVR
1. Please use another working power supply with higher power output (12V/3A, 12V/4A or 12V/5A) to power on the NVR. Check the HDD info: right-click on the monitor > Main Menu > Advanced > HDD Info.
2. If it still doesn’t work, do you have your own hard drive (3.5″, SATA, max. 3T) to test? If so, please power off the NVR box > remove the NVR cover by removing the screws on the sides > disconnect the 2 cables from the original HDD > remove the original HDD > connect the 2 cables to your own HDD > power on the NVR again > check the HDD info.
Note: Hard disk drives can be easily damaged, please handle with care.
Some cameras have unstable images
1. May I ask how far is that camera from your NVR?
2. Please right click the mouse from home screen>navigate to Wireless and send us a picture of that page to support15@smonet.com.
3. Please click “Repeat Set” at the same page then send us a page of that page to check, so that we can help figure it out faster.
Camera Offline
For the camera issue, can you help us check that you can see the infrared light on the camera lens when it’s dark or when your finger covers the photocell?
A. If there is no light, please change to another good power cord to test. Please wait about 2 minutes after changing the power cable to check the infrared light. Just in case it’s a problem with the power cable. If there is still no light, please take a picture of it and send it to support15@smonet.com for checking, thank you.
B. If there are red lights, then you need to do a match code to reset the camera.
Steps to perform a match code for a camera:
Please right click the mouse from the home screen, left click go to “Wireless/Channel set” > Click “Code for wireless/quick pair” > Unplug the power cord for that camera, then plug it back in after 3 seconds > Follow the prompt to wait about 3 minutes > Click “Exit” when the process is completed.
Here is an operational video guide: watch video
After changing to a new video recorder, wireless camera pairing failed
1. Please right click the mouse from the home screen, navigate to “Wireless” > click “Code for Wireless” > unplug the power cord for the camera, then reconnect it after 3 seconds > follow the prompt to wait for about 3 minutes > click “Exit” when the process is complete.
2. If this does not work, move the camera closer to the unit to test. Noted: The camera must be within 30 feet of the NVR.
3. If the above steps don’t work, please connect the camera via Ethernet cable. Please follow the steps below.
A. Turn off the camera. Turn on the camera and connect it to the NVR with the Ethernet cable.
B. Right click the mouse from the home screen > navigate to “Wireless” > click “Wired Configuration” > click “Search” button and you will see your new camera starting as 192.XXX. > Click “Add” and it will appear in the bottom form>Apply>Exit.
c. Disconnect the Ethernet cable and install the camera.
No IR red light
Please change to another good camera power cable or NVR power cable to test.
Camera picture is foggy or blurry
A. Don’t point the camera at a light or part of the wall. Adjust the direction of the camera.
B. If step A does not work, turn the camera off and wait 3 seconds before turning it on again.
Camera image color is abnormal
A.Turn the camera off and on again after 3 seconds.
B.Please send us the camera image on the monitor to support15@smonet.com.
How to change camera resolution?/ How to resolve ‘resolution too big’?
Please email us at support15@smonet.com. We will send you a file to update the camera.
Camera shows ‘IPC disconnect’ or ‘No video source’
If the IPC disconnects from the camera, please refer to the following troubleshooting guide:
1.Could you pls double check if the camera power cord is broken? Pls check if there is IR red light in the dark place. If no light, pls change another good power cord to test.
Pls power off the camera>wait for about 3 seconds>power on the camera>wait for about 3 minutes and check if the camera will reconnect.
2. If not, pls right click the mouse on the home monitor>click video manage, pls delete the IP of this camera>hit “Refresh/Search”>hit “Auto Add/Add One” after an IP starting with 172 appears.
3. If it still does not work, you need to do a match code for that camera.
Steps to match code for camera
1). Switch on the camera.
2). Connect the camera to the NVR box with an Internet cable.
3). Right click on the monitor>Video Management>Delete this camera IP>Press the “Refresh/Search” button, then an IP address starting with 192 will be displayed.
4). Then press the ‘match code’ button. IP 192 will disappear in the top form and IP 172 will appear in the bottom form.
5). Wait for the whole process to finish and disconnect the Ethernet cable.
APP account is locked out
The phone application account is locked. This situation may be caused by entering the password incorrectly many times.
Below is the way to solve this kind of problem:
Please reboot the NVR box, disconnect the NVR, and then connect it again, then the phone app “user block out” will disappear.
After plugging in, the wizard page for password setting will appear on the monitor, follow the instructions and set the password.
If the wizard page for setting password does not appear, below is the way to reset the password.Right click the mouse>Logout, you will go to the “System login” page, click “Forgot password”>answer two questions selected before>click “OK”>set a new password>Next>OK. If you forget the answers to the questions, please click “Forgot Answer?” directly on the security question page.
Then follow the instructions to enter the verification code to reset your password. If you don’t download the APP on your phone, please send us the image of this “CAPTCHA” page to support15@smonet.com, we will help you get the captcha number.
After resetting the password, you can go to the phone app and enter the password you set for the camera system. If the steps above still do not work, send us a picture of your APP page when you open the APP to support15@smonet.com. We will see how we can help.
After adding the device, the APP prompts an unknown error
Please right-click your mouse > Net detect > Network > Please help check the DHCP enable > Click ok > Click diagnosis > Please help check whether the diagnosis result is healthy network>If yes, pls add your device to your phone app again.
If still not working, please take a screenshot of ‘network’ page and system version and send it to support15@smonet.com. (steps: right click the mouse > main menu > advanced > version > please take a picture of it).
The phone can see the device, but the iPad cannot
May we know which APP you have downloaded? If you are using ‘XMeye Pro’, could you uninstall it and download ‘XMeye’ to see if it has the same problem. Any issues, please email us at support15@smonet.com.
You can watch it at home, but you can't watch it outside.
1. We would like to check the network status. Please right click your mouse on the home screen>Network Detection>Network, then send us an image of this page to support15@smonet.com.
2. Please send us the screenshot of the system version so that we can check whether it needs to be updated or not. Steps: right click the mouse > main menu > advanced > version > please take a picture of it and send it to support15@smonet.com.
Can watch online, but can't find replay
Could you please check if you can play back the video on your home monitor? If not, please set up recording first.
If yes, could you please check if the system time is the same as your local time?
If not, please reset the system time and you will be able to play back the recordings.
Steps: Right click your mouse>Advanced>Digital>Digital channel>Select all channels>Select local time in the time sync>Click OK.
The mobile phone number format is incorrect when registering
Please select country code, for US and Canada, please select ‘+1’. If it prompts an error, pls re-select the country code. Then enter your mobile number.
Can't watch it after a while.
Please delete the APP and then download it again? If it still does not work, please download and test ‘XMEye’.
Unable to receive verification code
Please enter your phone number. > Push “Get code” > Wait time ends (120s) > Click ‘skip’. You have successfully registered.
There is a 4-5 second ad when logging in
Open the APP> Push “Me” on the buttom > System settings > Advanced settings >Turn off the advertisement.
Cloud ID offline. Network status is ‘DNS request error’
Please right click the mouse on the monitor screen > click System Setup > Network Setup > uncheck DHCP > change ‘Pereferred DNS’ to 8.8.8.8.
Then click Apply>click OK. Then reboot the NVR. Please wait for about 3 to 5 minutes to see if the cloud is online.
Cloud ID offline. Network status is ‘network cable disconnect’.
A. Please check if you connect your NVR with router well. Pls find attached picture for your reference. The NVR must be connected to the LAN port with a network cable. The external network for the router can be wireless or wired.
B. There are 2 lights for the NVR rear panel when the network cable is connected to the NVR rear panel. Please refer to the following figure. If there is no light or only one light, please change another network cable to see.
Cloud ID offline. Network status is ‘gateway unreachable’
A. On your home screen, navigate to System Setup>Network Setup, please send us a picture of this page to support15@smonet.com.
B. Navigate to System Setup on your NVR monitor>System Setup>System Admin, please show us the whole page.
Cloud ID offline. Network status is ‘healthy network’
A. Right click the mouse>System Setup>Network Setup, pls check DHCP and Enable, do not check Cloud(p2p), then click OK.
B. Then turn off the NVR for 2-3 seconds and turn it on again, please wait 3 minutes to check if the cloud is online.
C. If not working, on your home monitor screen, navigate to System Setup>Network Setup, pls send us a picture of this page to support15@smonet.com.
System password setting requirements
System Password Setup Requirements: No less than 6 digits, no more than 12 digits; Combination of numbers and letters, Or only numbers.
The system password cannot be saved and must be entered each time
Please provide us with a picture of your current system version. (Steps: right click > main menu > advanced > version > please take a picture and send it to support15@smonet.com, thanks.)
Shortly after successfully setting the password, the system shows that the password is wrong when logging in with the password again. The security question is not displayed when you click "Forgot Password" to reset it. When you click "Forgot Answer" to scan the QR code, it shows that the serial number is invalid.
If you can’t login to your system, please click Forgot Password > Forgot Answers > scan the left QR code with XMeye pro on your phone > you’ll get a code on your phone app (if it shows Invalid Serial Number on your phone app, pls send us a picture of the left QR code and we’ll scan it for you) > enter the code in CAPTCHA on the monitor > reset your system password.
Then tell us your system version. You can find it here:
Right click on the monitor > Main Menu > Advanced > Version > take a picture of this page and send it to support15@smonet.com.
Recorder backup failed, USB flash drive was recognized, but error message appeared when selecting file
Please Let us check your system version.
You can find it here: right click on the monitor > Main Menu > Advanced > Version > take a picture of this page and send it to support15@smonet.com. We’ll send you the latest firmware to update your system.
All Images Freeze
For this issue, please take a picture of the system version and send it to support15@smonet.com so that we will see if an upgrade to your system is necessary. (Steps: right click the mouse > main menu > advanced > version > please take a picture of it)
Thank you very much.
Poor Camera Signal
1. May I ask how far is that camera from your NVR?
2. Please right click the mouse from home screen>navigate to Wireless and send us a picture of that page to support15@smonet.com.
3. Please click “Repeat Set” at the same page then send me a page of that page to check, so that we can help figure it out faster.
How to add a Wi-Fi extender?
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
NVR Networking Failure
1. Right-click the mouse on your home monitor screen > “Net Detect” > “Network” > check “DHCP” > click “Diagnosis” and check if the test is successful.
2. If step #1 is not working, please check if you connect your NVR with the router well.
Please find attached a picture for your reference.
The NVR must be connected to the LAN port with the network cable. The external network for the router can be wired or wireless. There are 2 lights for the NVR rear panel when the network cable is connected to the NVR rear panel. If there is no light or only one light, please change the port of the router or network cable to see.
3. If step #2 does not work, please check if you can surf the Internet through the router. You can connect the router to your computer by Ethernet cable to test. Please use the local network and disable wifi during the test.
4. If the above steps do not work, could you please take 3 pictures for troubleshooting?
A. Right-click the mouse > “Net Detect” > Please take a pic of this page.
B. Right-click the mouse > “Net Detect” > “Network” > Please take a picture of this page.
C. Right-click the mouse > “Main Menu” > “Advanced” > “Version” > Please take a picture of this page and send it to support15@smonet.com. Thank you.
DHCP option auto-cancel
Please Let us check your system version.
You can find it here: right click on the monitor > Main Menu > Advanced > Version > take a picture of this page and send it to support15@smonet.com. We’ll send you the latest firmware to update your system.
How to disable camera audio
Please right-click your mouse on the monitor home screen anywhere > Left-click go to “Main menu” > “Wireless > Click the speaker icon.
No audio icon on the camera
Please right click your mouse>main menu>wireless>pls help take a picture of this page and send it to support15@smonet.com. We will see if an upgrade to your system is necessary.
The false alarm rate of the video recorder's humanoid alarm is high, and there are many push notifications
For this question, we usually recommend changing the sensitivity of the system. (Steps: Right click > Main Menu > Alarm > Intelligent Alarm > Select ‘All’ of Channel > Sensitivity > Select ‘Lower’ > Click ‘OK’).
The APP does not have the alarm setting
If you choose “Local Login” on the App, you won’t be able to receive the alerts. Please register an account to log in to the app.
The picture in the APP alert cannot be viewed
Go to live views in the app>Double click on this camera to check it in full screen>Settings>Intelligent Alarm>Turn on alarm snapshot>Save.
The NVR monitor stopped working(No Display on Monitor)
Please follow the steps below to solve the problem:
1. Make sure it’s not a monitor problem. Please use an HDMI or VGA cable to connect this monitor to another TV monitor and see if it works. If it does, you don’t need to do step2-3.
2. If it does not work, please make sure that the power supply of the NVR box is working. Check if the Power LED on the NVR box is lit. If not, please use another working power supply to test. You can use a camera power supply for testing only.
3. If still not working, please test the system WITHOUT a hard disk installed: Power off the NVR box > Remove the NVR cover by removing the screws on the sides > Disconnect the 2 cables from the HDD > Replace the NVR cover > Power on the NVR again.
New set connected monitors shows no signal
1. Make sure that the power supply of the NVR box is working. Check if the Power LED on the NVR box is lit. If not, please use another working power supply to test. You can use a camera power supply for testing only.
2. Please check the resolution of your monitor. 3.Make sure you have selected the correct mode for the output source on your monitor/TV (VGA/hdmi1/hdmi2).
3. Make sure you have selected the correct mode for the output source on your monitor/TV (VGA/hdmi1/hdmi2).
4. If it still doesn’t work, please test the system WITHOUT hard disk installed: Power off the NVR box > Remove the NVR cover by unscrewing the screws on the sides > Disconnect the 2 cables from the hard disk > Replace the NVR cover > Power on the NVR again.
NVR beeping
Please test the system without the HDD installed: Power off the NVR box > Remove the NVR cover by unscrewing the screws on the sides > Disconnect the 2 cables from the HDD > Replace the NVR cover > Power on the NVR again. If the noise stops, the HDD is broken; if the noise continues, the NVR box itself is broken. Please email us at support15@smonet.com.
NVR keeps rebooting
1. Could you please take out the HDD to check if it is working properly? Steps: Power off the NVR > Remove the NVR cover by unscrewing the screws on the sides > Remove the cover > Disconnect the 2 cables from the HDD > Power on the NVR again WITHOUT the HDD to test.
2. If step #1 doesn’t solve the problem, please replace the NVR power cable with another power cable from one of the cameras to test.
The recorder reboots as soon as it is played back
You may be able to resolve this issue by upgrading your system. Could you please take a picture of your current system version and send it to support15@smonet.com?
(Steps: right click the mouse > main menu > advanced > version > please take a picture of it, thank you).
Do you have your own hard drive (3.5inch, SATA, max. 3T) to test? If so, please turn off the NVR box > remove the NVR cover by unscrewing the screws on the sides > disconnect the 2 cables from the original HDD > remove the original HDD > connect the 2 cables to your own HDD > turn on the NVR again > please set up recording and then test if the system plays back normally?
When watching remotely on an MAC, the download link will prompt that the software cannot be downloaded (prompt vms cannot be opened because the developed cannot be verified)
Please go to the Apple sign at left top corner>go to “System Preferences”> then go to “Security and privacy”. Please set up according to this order：
a) General
b) check “Any source” on
c) Go to “key” at left bottom corner
Then input your user name and password to activate the setting.
After setup, please install the Eseecloud on Imac. Everything should be ok.
Warranty Policy Information
Explore our warranty details to understand the coverage and actions that may invalidate your warranty.
Undamaged products may be returned for a full refund for any reason within 30 days from the date of delivery. After receiving and inspecting the item, Smonet will process your refund.
- Returns must include all accessories.
- Items must include original packaging.
- For non-quality-related warranty claims, the buyer is responsible for shipping costs. Smonetwill only refund the cost of the product itself.
- Returns may be rejected if items do not include all accessories or the original package.
Refund requests submitted more than 30 days after the purchase cannot be processed by Smonet.
Return Process
- Contact Us – Please contact us with your inquiry and provide proof of purchase via our customer service email: aftersaleservice@smonet.com.
- Confirmation – Await our confirmation. Upon verification of your information, we will provide you with a return label.
- Return – Use the provided return label to ship the product back to us.
- Refund – Once we receive your returned product, we will process the refund.
Warranty Service Process
- Fault Reporting: Please contact us via customer service hotline at +1 (888) 308 5626 or email us at aftersaleservice@smonet.com, providing the order number of the purchased product and a description of the fault.
- Fault Confirmation: Our customer service team will confirm the cause of the fault as soon as possible after receiving your report.
- Replacement: If the issue is confirmed to be within the warranty scope, we will arrange for a free replacement service.
Warranty Period
- Smonet provides a 12-month warranty for products and accessories.The warranty period starts from the date of purchase.
- If you register as a member on our official website, you will enjoy an extended one-year warranty.
Warranty Claims
- Smonet’s limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.
- This warranty only applies to the original consumer user of the Products as long as the Original User occupies the residential premises upon which the Product was originally installed. Except where prohibited by law, this warranty is not transferable.
- Warranties on products are void after having been fully refunded.
- SMONET shall not be obligated or liable for labor or other costs related to installation, repair or replacement of a SMONETproduct, or for loss of, or damage to any material which is not sold by SMONET.
- Even after the warranty period has expired, Smonet continues to provide after-sales support services.
Warranty Coverage
- Product Quality Issues: During the warranty period, if any faults arise due to manufacturing defects or material issues, we will provide free replacement services.
- Parts Replacement: During the warranty period, if any parts are damaged due to product quality issues, we will provide free replacement services.
Exclusions from Warranty
- Non quality-related issues(after 30 days of purchase)
- Damage Due to Misuse: Damage caused by improper use, unauthorized disassembly, modification, or failure to follow the instructions.
- Natural Disasters: Damage caused by natural disasters such as lightning strikes, floods, or earthquakes.
- External Factors: Damage caused by external power issues, voltage instability, or incompatibility with other devices.
- Consumables: Items such as batteries and filters, which are considered consumables, are not covered under the warranty.
- Transportation Damage: Damage incurred during transportation must be addressed with the logistics company.
- Product lost or stolen
- Repairs through 3rd parties
- Product purchased from unauthorized or individual dealers
Smonet is not liable for:
- Loss of data incurred from the use of Smonet products.
- Personal items mistakenly shipped to Smonet.
How To Contact Us
Customer Service
- Service Hours：
- Monday to Friday and Sunday: 00:00 – 04:00, 11:00 – 24:00 (EST)
- Saturday: 00:00 – 04:00, 19:00 – 24:00 (EST)
