Welcome to our support center. Our goal is to help you get the most out of your Smart Mini products. Find solutions to common issues, access troubleshooting guides, or manage your orders below.

Quick Troubleshooting Guide

Smart Mini Speaker Issues

Speaker Won’t Turn On

  • Check if the battery is charged (connect the USB-C cable and charger)
  • Press and hold the power button for 5 seconds
  • If using the charger, ensure it’s the official 20W Smart Mini charger
  • Verify the USB-C cable is fully inserted on both ends
  • Try a different power outlet
  • Perform a hard reset by holding the power button and volume down button simultaneously for 15 seconds

Voice Control Not Responding

  • Check if the microphone is muted (look for red light on mute button)
  • Ensure you’re within 15 meters of the device
  • Verify your Wi-Fi connection is stable (check other devices on same network)
  • Try repositioning the speaker away from walls or obstacles
  • Restart the speaker by holding the power button for 10 seconds
  • Check that your Smart Mini firmware is up to date in the app
  • Try saying the wake word more clearly and closer to the device

Poor Sound Quality

  • Run room calibration again (via Smart Mini app)
  • Check if the speaker is placed on a stable surface
  • Keep at least 6 inches of clearance around the speaker
  • Verify streaming quality settings in your music app
  • Test with different audio sources to isolate the issue
  • Check for any physical obstructions near the speaker
  • Verify the volume is set to an appropriate level (not too high causing distortion)

Connectivity Issues

  • Ensure your Smart Mini is connected to a stable Wi-Fi network
  • Check that your router is functioning properly
  • Try moving the Smart Mini closer to your router
  • Restart your router and the Smart Mini speaker
  • Verify that your Smart Mini app is updated to the latest version
  • Try forgetting the network in the app and reconnecting to Wi-Fi
  • Make sure your router is broadcasting on a compatible frequency (2.4GHz or 5GHz)

Battery Issues

  • If battery drains quickly, check if any unused features can be disabled
  • Verify charging cable and adapter are working properly
  • Allow the device to completely charge before unplugging
  • If the device gets warm during charging, this is normal; however, if it becomes too hot to touch, disconnect immediately and contact support
  • For optimal battery life, avoid exposing your Smart Mini to extreme temperatures

Accessory Troubleshooting

Universal Charger

  • Verify input voltage matches your region (100-240V supported)
  • Check for any visible damage to prongs or housing
  • Test the charger with another USB-C device if possible
  • Ensure prongs are fully extended and locked
  • Try a different wall outlet
  • Clean the USB-C port on both the charger and device with compressed air

Remote Control

  • Replace the CR2032 battery (battery door located on bottom of remote)
  • Re-pair with speaker (press volume up + down for 5 seconds while pointing at speaker)
  • Clear any obstacles between remote and speaker
  • Stay within 15-meter range
  • Ensure line of sight to the IR receiver on the Smart Mini
  • If buttons seem unresponsive, clean contacts with isopropyl alcohol and a cotton swab

USB-C Cable

  • Inspect cable for any visible damage or fraying
  • Try both ends of the cable in the device
  • Test cable with another device to verify functionality
  • Clean connectors with compressed air
  • Avoid bending the cable at sharp angles
  • Use only high-quality USB-C cables rated for proper power delivery

Software and App Troubleshooting

App Connection Issues

  • Verify your mobile device is connected to the same Wi-Fi network as your Smart Mini
  • Ensure Bluetooth is enabled on your mobile device
  • Force close and restart the Smart Mini app
  • Verify you have the latest version of the app installed
  • Log out and log back into the Smart Mini app
  • Try clearing the app cache (in device settings)
  • If problems persist, uninstall and reinstall the app

Firmware Updates

  • Keep your Smart Mini updated with the latest firmware
  • Updates are delivered automatically, but you can check manually in the app settings
  • If an update fails, ensure you have a stable internet connection and try again
  • Keep the device plugged in during firmware updates
  • Do not turn off the device during updates

Smart Home Integration

  • Verify compatibility with your specific smart home platform
  • Ensure both the Smart Mini and your smart home hub are on the same network
  • Follow integration instructions specific to your smart home platform
  • Check for any available updates to your smart home system
  • Try removing and re-adding the Smart Mini to your smart home setup

Managing Your Order

Accessing Your Account

  1. Click on “My Account” in the top navigation
  2. Enter your email and password
  3. If you’ve forgotten your password, click “Lost your password?” for reset instructions

Viewing Order History

  1. Log into your account
  2. Click “Orders” in the dashboard menu
  3. Find your order in the list
  4. Click “View” for detailed information including:
    • Order status
    • Shipping updates
    • Tracking information
    • Payment details

Updating Shipping Address

  1. Go to “My Account”
  2. Select “Addresses” from the menu
  3. Click “Edit” under Shipping Address
  4. Update your information
  5. Click “Save Address”

Order Status Definitions

  • Processing: Payment received, order being prepared
  • On Hold: Awaiting payment confirmation or stock availability
  • Shipped: Order has left our warehouse
  • Completed: Order shipped and delivered
  • Cancelled: Order cancelled by customer or system
  • Refunded: Payment returned to customer

Warranty Claims

If you believe your Smart Mini product is defective and covered under our 1-year limited warranty:

  1. Contact our support team with your order number and description of the issue
  2. Our team will troubleshoot with you to determine if the issue can be resolved
  3. If the product is confirmed to be defective under warranty terms, we will provide:
    • Replacement of the same product (if available)
    • Equivalent product (if original is unavailable)
    • Store credit or refund (in some circumstances)

Please note: Physical damage, water damage beyond rated specifications, and unauthorized modifications void the warranty. See our Refund and Returns Policy for complete warranty terms.

Still Need Help?

Our customer support team is ready to assist you:

  • Email: [email protected]
  • Phone: (800) 555-9876 (Mon-Fri, 8am-7pm PT)
  • Live Chat: Available on our website 24/7
  • Support Ticket: Create a detailed ticket through your account
  • Help Center: Browse our comprehensive knowledge base

For fastest support, please have your order number and device serial number ready (found on the bottom of your Smart Mini speaker).