LoraTap Help Center 1

I. Pre-sales Inquiry

1. Compatibility

Q: How do I confirm if my roller shutter motor is compatible with the roller shutter module or switch?
A: Please confirm that your motor is a 4-wire motor (blue, brown, black, yellow-green wires), with an input voltage of 100–250VAC and a power rating no higher than 300W (curtain switches support up to 600W). If you are unsure, please provide the motor manual or photos.

Q: Do ZigBee products require an additional gateway?
A: Yes. All ZigBee devices must be used with a Tuya ZigBee gateway; otherwise, they cannot be paired in the Smart Life / Tuya App. They are not compatible with third-party gateways.

Q: Do the products support Home Assistant?
A: Some ZigBee 3.0 products can theoretically connect to Home Assistant, but we do not provide official technical support for this integration — you may try it at your own discretion. WiFi products do not support Home Assistant.

Q: Do they support SmartThings?
A: No. Our products are built on the Tuya / Smart Life platform and do not share data with other platforms.

Q: Do they support Alexa and Google Home?
A: Basic voice control (open / close / pause) is supported.

2. Features & Specifications

Q: Is percentage / position control supported?
A: Supported on select models (please contact customer service for details). Note that the percentage function is affected by motor gravity, and position drift will increase over time. For best reliability, we recommend using full open / full close commands and minimizing use of the position slider.

Q: Is timer / countdown function supported?
A: Yes. You can set scheduled open/close or countdown timers (e.g. 30 / 60 / 90 / 120 minutes) via the App.

Q: What is the maximum load rating?
A:

-Curtain switch: max 600W

-Curtain module: max 300W

-Light module RR500ZB: max 3520W / 16A

Q: What is the remote control range?
A: Approx. 30 meters indoors, approx. 100 meters outdoors (varies by environment). Signal strength is reduced by walls; avoid metal obstructions.

Q: How long does the battery last?
A: The remote control uses a CR2032 battery and lasts approx. 6 months to 1 year under normal use. ZigBee remotes have higher power consumption; reducing pairing frequency can extend battery life.

3. Purchase & Customization

Q: Do you offer wholesale pricing?
A: Yes. Please provide the required model(s) and quantity, and we will send you a wholesale quote. Bulk orders require the buyer to have customs clearance capability.

Q: Do you support OEM/ODM?
A: Yes. The standard MOQ for custom orders is 500 pieces. Exact pricing depends on order quantity and customization requirements.

Q: Can I order samples first?
A: Yes. We recommend purchasing 1–2 units to test compatibility before placing a bulk order.

II. After-sales Support

1. Network & Connection

Q: What should I do if the WiFi device fails to pair?
A:

-Make sure your phone is connected to 2.4GHz WiFi (not 5GHz). Your router must have separate 2.4G/5G SSIDs.

-Verify your WiFi password and ensure the security mode is set to WPA/WPA2.

-Restart your router and move the device closer before retrying.

-Test with a 2.4G mobile hotspot from another phone. If pairing works on the hotspot, the issue is with your home network.

Q: Why won’t my ZigBee device connect?
A: ZigBee devices must pair through a Tuya ZigBee gateway — they cannot connect directly to WiFi. Add the gateway in the App first, then add the sub-device.

Q: The device goes offline frequently. How to fix?
A:

Keep the device in the same room as the router, within 15 meters.

We recommend no more than 5 WiFi devices on the same network to avoid congestion.

Add a second router with a different WiFi name to split your devices.

If a hotspot connection works reliably, the issue is with your home network.

Q: How do I factory reset the device?
A: Press and hold the pairing button for 15 seconds to clear all pairings (including WiFi). Then re-pair the device.

Q: How do I reconnect after replacing my router?
A: Set the new router’s WiFi name and password to match the old one — the device will reconnect automatically. Otherwise, delete the device from the App and re-pair it.

2. Pairing

Q: How do I pair the remote control with the receiver (plug)?
A: Press and hold the receiver’s pairing button for 3 seconds until the indicator flashes slowly, then release. Press the ON button on the remote twice to complete pairing. Each button must be paired individually.

Q: How do I pair an RF remote with a curtain switch?
A: Press and hold the pause button on the switch for 8 seconds until the blue indicator flashes rapidly. Press the ON button on the remote twice.

Q: How do I pair the wireless door sensor with the garage door controller?
A: Press and hold the module’s pairing button for 9 seconds until the blue indicator flashes rapidly. Open and close the door sensor once to complete pairing.

Q: How do I clear all pairings?
A: Press and hold the pairing button for 15 seconds until the indicator flashes rapidly and turns off. All pairings are then cleared.

3. Calibration

Q: How do I calibrate curtain travel?
A:

Make sure the motor’s physical limit stops are properly set.

Select Travel Calibration in the App and follow the prompts to operate the wall switch.

Fully close the curtain → press pause; fully open the curtain → press pause.

Maintain a stable network connection during calibration.

Q: The position drifts after calibration. What to do?
A: Position drift is normal over time due to gravity and motor characteristics. Recommendations:

Recalibrate the travel, and use full open / full close commands whenever possible.

Set the motor runtime slightly longer than the actual travel time (e.g. 31 seconds for a 30-second actual runtime).

Reduce use of the percentage position slider.

Q: Why does calibration keep failing?
A: Possible causes:

Unstable network connection.

Motor physical limits are not set.

Calibration steps were not completed (requires one full open and one full close).

Incompatible wall switch type.

4. Troubleshooting

Q: The device does not work and the indicator is off?
A: Check that power is supplied correctly. Use a multimeter to verify 230V at the L/N terminals. If power is normal but the device remains unresponsive, it may be a hardware fault. Please contact customer service with your order number and photos of the circuit board.

Q: The touch buttons are unresponsive?
A: This is likely caused by oxidation of the touch spring. Cut power first, open the glass panel, wipe the spring and inner panel with an alcohol swab, then reassemble. Do not overtighten the screws.

Q: The remote control doesn’t work?
A: Check if the remote indicator lights up when pressed. If not, replace the battery. Then re-pair the remote with the receiver.

Q: The device triggers on its own?
A: This is usually caused by weak WiFi signal (e.g. -84dBm). Move the device closer to the router and reduce the number of devices on the same network.

Q: The sensor cannot detect door status?
A: Ensure the door sensor is mounted within 10mm of the magnet, and avoid mounting on metal doors. If the indicator does not flash, re-pair the sensor and module.

Q: The relay makes noise or sticks?
A: This may be caused by overload or relay wear. LED loads are capacitive and have high inrush current — we recommend keeping the load below 80% of the rated power. If the fault persists, contact customer service.

Q: The device makes a humming / buzzing sound?
A: A slight hum from the power coil is normal. If the noise is loud enough to interfere with use, please contact after-sales support.

5. App & Voice Assistants

Q: Can’t control the device via the App?
A: Verify the device is online and WiFi signal is stable. Try removing the device from the App and re-pairing it.

Q: Alexa says the device is unresponsive?
A: Re-link the Alexa skill in the Smart Life App and ensure both accounts match. Some devices require voice control to be enabled in the App with a 4-digit PIN.

Q: Google Home can’t control the device?
A: Make sure you have authorized Google Assistant in the Smart Life App, and added the device in Google Home.

Q: How do I share the device with family members?
A: In the App, go to Device Settings → Share Device → Add Share, or create a Home group and add members.

Q: How do I set a PIN code?
A: Voice control for devices like garage door openers requires a 4-digit PIN. Enable voice control and set a PIN in the Smart Life App, and sync the setting in Alexa / Google Home.

6. Others

Q: What is the warranty period?
A: 2 years. Non-human-caused damage is eligible for free replacement within 2 years. After 2 years, replacement units are available at a discounted price.

Q: How do I contact customer support?
A: Email us at support@loratap.com with your order number, device ID and a description of the issue. We will reply within 24 business hours.

Q: Can I get replacement parts?
A: Replacement parts such as glass panels and remote controls are available. Please contact customer service for details.