User Manual
1. How to use Sonoff and eWeLink?
Here’s the eWeLink instructions. You can learn how to use the eWeLink app.
Please scan the QR code on the box of your products to read the manual. Below are the English user guides for all Sonoff products:
User Manual for ALL Sonoff Products
2. Other tutorials:
How to connect with Nest Thermostat?
How to connect with Amazon Echo and use your voice control Sonoff?
How to use Google Home and use your voice control Sonoff?
How to use IFTTT to control Sonoff Devices?
APP Permissions
About eWeLink permissions, please refer to this post. If you reject some important permissions, you can’t add the device to App normally.
APP Installations
1. If I enter eWeLink in the search bar in App Market but find no apps. Why?
We may not release our app on some of the app markets, please tell us which app market do you search for eWeLink. We recommend you to download the iOS app from App Store and the Android one from Google Play.
2. Can the app be used on a PC?
Sorry the app can only be used on IOS/Android smart phones and tablets.Currently we have not planned to make a PC version
3. What system does the app support?
Onl Only Android and IOS systems. Android 4.0 devices or higher. It doesn’t work with the Windows system.
4. When I want to download the eWeLink app, there’s a virus alert. Is your app safe?
This is a wrong report. Our app is safe, it has passed Google Play and App Store’s security checking and can be download on the app markets.
Registration Issues
1. Failed to register an eWeLink account, unable to receive the verification code.
If you register with a phone number, please disable SMS blocking. If you register with an email address, please check your junk mailbox. If you can’t find the code, you can try this: disable wifi, and use the mobile network to register. If still failed to get the code, please submit a feedback on the APP eWeLink, just click “Feedback” and write down the issue. Our support will contact you. Make sure you have successfully submitted the feedback.
2. I am in India. Why I can’t register an account with an email address?
For Asian users, eWeLink only supports registration and sharing by phone number account. If you are an Asian user, the app only allows you to register with the phone number. If the app only allows you to register with an email address, please check if you are are using a VPN. You should use your local WiFi/mobile network to register. Once you have registered with an email address, your devices will be offline frequently, because your account is connecting a server of EU or American.
3. I am from EU. Why the app only allows me to register with a phone number?
For users outside Asia, eWeLink only supports registration with an email address. If your app only allows registering with the phone number, your DNS may not resolve correctly, or your app doesn’t obtain your location, so it gets China as default location and connects the Asian users.
4. Can I make registration to change from email address to phone number?
The servers are auto dispatched by the system. If the system recognizes you are located in the EU, the app requires you to register with an email address. If the system recognizes you are located in Asia, the app requires you to register with a phone number. If it’s wrong, please check if you are using VPN network, check if your DNS is resolved correctly, check if your app can obtain your right location.
5. Is it possible to run on two Android phones?
You can register with more than one account; log in one account from one phone and the other one from another phone, then share the devices from one account to the others.
Login Issues
1. I fail to log in my account, it prompts “wrong username or password”.
First, please disable wifi, and use the mobile network to log in, make sure you don’t enter a space after your user name or password.
If you fail to log in, please change your password and use the new password to log in your account.
If still fail, please submit a feedback on the APP eWeLink, just click “Feedback” and write down the problem. Our support will contact you. Make sure you have successfully submitted the feedback. If the submission fails, please disable wifi and use the mobile network to submit.
Note that feedback should be submitted on the eWeLink app, not on the Google Play or elsewhere.
Network Issues
1. Why do I fail to add the device by using 5G or dual-band wifi?
Currently, eWeLink only supports 2.4 G wifi communication protocol. 5G Wi-Fi router is NOT supported.
If you use 2.4G+5G dual-band router, please set only allow 2.4G WiFi. Please understand that the IoT module of our products only allows the 2.4G network. Today, it’s difficult to find 5G smart home product in the smart home industry,
We want to recommend a solution for the Android users who are using dual-band router. There is an app called WiFi Manager.
If you forget the network in the Android setting, then add it to this app, you see both the 2.4 and 5G networks with the same SSID. It lets you connect to the 2.4 one. This lets you configure the Sonoff. Once the WiFi is configured the phone can go back to use 5G.
We are very appreciated if you find other solutions and share with us.
2. eWeLink keeps prompting “Network Unavailable”, what to do?
Please ping our server URLs on your PC:
If your location is in Asia:
cn-long.coolkit.cc, cn-api.coolkit.cc, api.coolkit.cc.
If your location is in EU:
eu-long.coolkit.cc, eu-api.coolkit.cc, api.coolkit.cc.
If your location is in Oceania:
cn-long.coolkit.cc, cn-api.coolkit.cc, api.coolkit.cc.
eu-long.coolkit.cc, eu-api.coolkit.cc, api.coolkit.cc.
If your location is North Ameria or South America:
cn-long.coolkit.cc, cn-api.coolkit.cc, api.coolkit.cc.
How to ping? Check this tutorial.
If the result shows the connection between the server and WiFi is good, your network is OK.
If the result shows the connections is bad, please change your phone’s DNS to 119.29.29.29.
Still failed? Please change router’s DNS to 119.29.29.29, then ping the corresponding URL again.
If the result shows the IP addresses don’t run, please send the related URL to your network operator, let them help you. For example, if you are Asian user, please ask the network operator to parse these domains: cn-long.coolkit.cc, cn-api.coolkit.cc, and api.coolkit.cc.
3. I change a new router, then the device fails to connect to the new WiFi.
Some users change the router and set the same WiFi SSID and password as the old router, then their devices can’t be added to account or become offline. We suggest you change the new router’s SSID name to a different one, delete your devices and re-add via the new WiFi.
Note: Every time you want to change the WiFi that the Sonoff model connects with, you must delete the device from App, re-pair and add it to your account via the new WiFI. Otherwise, it will keep offline, this is due to Sonoff model doesn’t have a workable WiFi to communicate with the server.
4. Can Sonoff works with wifi extender?
Some users said that their Sonoff devices can’t work with the wifi extender. So I don’t dare to say that our products support wifi extender. You’d better use it with the wifi router.
5. Why I can’t select the WiFi SSID I want during adding the device?
The app recognizes the WiFI SSID your smartphone/tablet connects, and auto-select and connect the same WiFi SSID during adding process.
Pairing Issues
1. I can’t add the device to my account, why?
There are two possible reasons:
① You don’t allow the related permissions for the app. Please modify authority management, set eWeLink to be your direct trust app and set all permissions as Allow.
② Your WiFi network is too weak. You can try with a robust 2.4G WiFi network.
③ You have selected the wrong pairing method. To solve it, please follow below solution:
First, press and hold the pairing button for 5s until it blinks, check how does your device’s led indicator blink:
(1) Fast blinking one time and repeat
(2) Fast blinking 3 times and repeat
If your device is blinking like (1), you’ll need to confirm what the device firmware version is. Then select the corresponding pairing method.
Open eWeLink, tap “+” to add the device, then select different icon according to the device firmware version (Note: If you don’t know its firmware version at all, please try A first, if fail, try B):
A. If the firmware of above models is 1.6.0 or higher:
You should select Quick Pairing Mode(TOUCH) icon in adding process. Otherwise, you will fail to add it to the app.
B. If the firmware of above models is lower than 1.6.0:
You should directly select Compatible Pairing Mode(AP) in adding process, click Next. If you are ios user, you will be directed to Phone Setting>WiFi>connect the WiFi begins with ITEAD-******, enter default password 12345678. Go back to eWeLink to continue the process.
If your device is blinking like (2) or breathing, open eWeLink, tap “+” to add the device, select “Quick Pairing Mode (Touch)” to add the device. [Note: If your device is LED, Bulb or others, the led may be breathing, you must select “Quick Pairing Mode (Touch)”]
If you failed to add it to your account, you can set the model to enter into another pairing method and select compatible pairing mode (AP)
Power off the model, then power it up. Press and hold pairing button for 5s until the led indicator fast blinks like (2). Release your finger. Then press and hold the pairing button for another 5s until it fast blinks like (1). For LED, bulb or humidifier, let the device enter pairing mode twice continuously. For example, please turn on and off the Sonoff B1 for 3 times, then turn on and off for another 3 times.
Then tap “+” to add the device, select Compatible Pairing Mode(AP) and continue.
2. When adding the device, everything is OK, but it stops at “Registering…”, why?
You have selected the wrong pairing method. Please refer to the last question.
3. When I adding the device, it says network problem.
1) You may have connected to a 5G network. All our devices can only work with 2.4G wifi. If you are using dual-band (2.4G+5G) router, please set only allow 2.4G.
2) Your WiFi may be too weak. Make sure your WiFi doesn’t have too many connections. Usually, one router can bear 15 connections, including phone, PC, smart device, etc.
3) Your model is too far away from the router, take it closer and retry.
If you WiFi has no problem, please your phone’s DNS to 223.5.5.5 or 223.6.6.6. If still failed, please set your computer DNS to 223.5.5.5 or 223.6.6.6. Then retry.
4. When I scan the QR code of the G1, it says “Invalid QR code”.
If you are using GSM model like Sonoff G1, Sonoff G2, please take a photo of the QR code, and enlarge it on your computer to scan it. Please make sure the GSN model belongs to “eWeLink Supported” products.
5. Failed to auto-switch to device WiFi.
1. Please make sure the model has entered pairing mode.
2. If the model has exited pairing mode, please let it re-enter into pairing mode. Then click the words in blue “Return to eWeLink System WiFi settings” as shown in the screenshot. Next, please manually connect the WiFi (ITEAD-10000XXXX), the password is 12345678. Once successful, go back to the App. Done.
