1. What are the system requirements for Matter device?

Please refer to the FAQ "system requirements for Matter devices".

2. Does the Matter device require Home Hub to be set up?

For major platforms such as Alexa, Google, Apple, and Samsung, the answer is yes. Alexa echo, Google Nest Home, Apple HomePod mini, SmartThings Hub, and other Home Hubs are required to set up Matter devices. 

3. How to set up the Matter device?

Please refer to the FAQ "How to set up Matter device with Amazon Alexa, Google Home, Apple Home, and Meross".

4. I can’t pair my Matter device, what can I do?

Please refer to the FAQ "Can't set up Matter".

5. Can I add the Matter device to Meross app after it is paired with other platforms?

Yes, please keep your device and phone on the same WiFi network. Then tap “+” in the Meross app. The device will be discovered on the LAN and you just need to tap "Add" to automatically add it to your account.

6. How should I proceed if I want to add more than one platform?

Please refer to the FAQ "How do I add my Matter device to multiple platforms (Multi-Admin function)".

7. If I remove my device from one platform, will it still work on other platforms?

This will not affect the use of other platforms. However, if you have added your device to the Meross app, do not remove it from the Meross app easily, it will cause the device to be restored to its factory settings and other platforms will be affected.

8. How to factory reset the Matter device?

Please follow the user manual that came along with the device. To reset the smart plug, please press and hold the power button for 5 seconds until the LED flashes amber and green. It's important to note that removing the device from any ecosystem will not result in a factory reset of the device. 

9. How to identify whether a product is a Matter-compatible product or not?

Matter products usually have the Matter logo printed on the packaging. There is also a Matter setup code similar to the one below on the product. 

10. Where can I find the Matter QR code?

Only devices that bear the Matter badge are compatible with Matter, and they can be identified by a QR code sticker affixed to the device.

11. How to upgrade the firmware, and what steps should be taken if the firmware upgrade is unsuccessful？

At present, upgrading the firmware is only feasible through the Meross app. If you've integrated the device into Apple HomeKit, Google Home, or Alexa, kindly follow the steps below (Skip to step 4 if you've already added the device to the Meross app):

    1) Ensure that your phone is connected to the same Wi-Fi network that was used during the device setup. .

    2) Open the Meross app, and tap the + button on the home page.

    3) Look for the device in the local device list, then tap "Add" (see pic 1). 

    4) Wait for a minute and once you see the device in the Meross app, go to the User page, tap on Firmware, and proceed with upgrading (see pic 2). 

If the upgrade fails, please try the following troubleshooting tips:

    1) Restart the Matter device. 

    2) Restart your router to clear the cache and ensure that your internet connection is working properly. 

    3) Check your router's firewall settings to ensure that no specific settings are blocking the upgrade process. 

12. Is your Matter device not responding? 

    1) Ensure that the device always has a reliable Wi-Fi signal. If necessary, you can reboot the device by unplugging and plugging it back in.

    2) Log in to your router and switch to a different Wi-Fi channel, such as 1 or 6, if the current one is congested due to high interference or packet loss.

    3) Use a dedicated 2.4GHz Wi-Fi network for the device.

    4) Restart your hubs, such as Apple HomePod mini, Apple TV, Google Nest Hub, or Alexa Echo Dot. Ensure that they are connected to the same 2.4GHz Wi-Fi network as the smart device.

    5) Finally, reboot your router to clear its cache.