Hello,
May I ask if you have logged in with a different account?
If you are using another account, the device may disappear from the app.
Changing the country/region in the area settings may also cause this issue. In addition, please check whether your network connection is stable.
Regarding the issue that you are unable to perform a factory reset, you may try the following troubleshooting steps:
Please restart the robot and try again.
Open the upper cover, press and hold the reset button with a tool until you hear the voice prompt “Start to restore factory settings.” If it fails, please try a few more times.
Kindly note: After resetting the robot, the cleaning data will be cleared and the cleaning settings will be restored to factory defaults.
If the issue still persists, we recommend that you send the device SN, invoice, and relevant app screenshots to our after‑sales team so that they can provide further assistance.
Customer Care:
+1 (888) 308-6159
(Mon. to Sun. 9:00–18:00 EST)
Customer Support Email:
support@mova-tech.com
313
CA
