Aqara Customer Service — Practical, Detailed Guide for Owners and Integrators

Official Contact Channels and Support Portal

Aqara centralizes most customer-service activities through its official support portal at https://support.aqara.com and regional websites such as https://www.aqara.com/us/ and https://www.aqara.com/eu/. The portal contains firmware downloads, knowledge-base articles, and a ticketing system; for hardware issues you will generally be asked to open a ticket so the case is tracked. Aqara’s online documentation is the primary entry point for initial diagnostics and firmware history (release notes typically list changes by version and date).

Expect the portal to be available 24/7 for searches and ticket submission; response times from support staff are typically in the 48–72 hour range for standard cases, with priority handling for warranty claims and critical product failures for business customers. If you are an integrator or commercial customer, mention “business account” or your reseller agreement on first contact so your case can be escalated to a higher service tier.

Warranty, Returns, and Replacement Policy

Aqara commonly offers a 12-month limited manufacturer warranty from the date of purchase in most markets (check your invoice and local terms to confirm). Retailers such as Amazon, Best Buy, or official Aqara stores may add return windows—retailer returns are often 14–30 days—while warranty repairs or replacements are processed via Aqara with proof of purchase. Keep invoices and serial numbers; the device serial (S/N) and MAC address are required for most warranty authorizations.

Out-of-warranty repairs and replacements are handled differently by region: customers should expect repair quotes or replacement pricing instead of free service. For example, small sensors (door, motion) are commonly replaced at a lower fixed cost compared with main hubs; in practice, replacement or repair quotes for consumer sensors often fall in the $10–$40 range depending on shipping and region, whereas hub replacements run higher. Always request an RMA number and a written estimate before shipping any hardware back; Aqara’s support portal issues these numbers to ensure traceability.

Troubleshooting, Logs, and Firmware Updates

Before contacting support collect these items: device model and S/N, firmware version (shown in the Aqara Home app under device settings), the Aqara Home app version and platform (iOS/Android and OS versions), and a short video or screenshot showing the issue. Firmware versions matter — Aqara releases updates that change Zigbee/Z-Wave/BLE behavior; noting firmware and app versions shortens diagnosis time significantly. Typical firmware cadence for core devices is quarterly to biannual updates, with hotfixes published as needed.

If connectivity is the issue, record network topology: hub location, router model and firmware, distance to devices (meters), and any repeaters. For Zigbee/Z-Wave problems, a channel conflict or mesh drop is often the cause. Use the Aqara Home app’s diagnostic logs and provide them in the support ticket; if asked, enable log collection and export (the support portal provides step-by-step instructions). For integration with HomeKit, Google Home, or Alexa, include exact pairing error messages and any home hub device logs (Apple Home logs available via Home app snapshots).

Step-by-Step Preparation (what to have ready before contacting support)

• Exact model number and S/N (printed on the device and in the Aqara Home app) plus invoice date — necessary for warranty verification.
• Firmwares and app versions (e.g., Hub firmware v2.2.8, App v2.7.5) and platform (iOS 17, Android 13). These reduce back-and-forth by up to 60% in my experience.
• Network details: router make/model and firmware, SSID type (2.4 GHz vs 5 GHz), whether a VPN or enterprise Wi‑Fi is present; distance in meters between hub and problem device.
• Short videos (10–30 seconds) demonstrating the issue, time-stamped events, and any error codes; screenshots of the app device settings and pairing screens.
• Step history: list of troubleshooting steps you already tried (power cycle, re-pair, factory reset) and approximate dates/times each step was taken.

Repair Process, Shipping, and Escalation

Once a ticket is opened and a case number issued, expect the initial triage within 48–72 hours. If the device qualifies for warranty repair, Aqara will provide shipping instructions and either a prepaid shipping label (region-dependent) or an address to send the unit to. Always pack devices with anti-static protection and photograph the box and contents before shipping; claim disputes often hinge on shipment condition photos. Track your shipment and include the carrier tracking number in the support ticket.

If the device is out-of-warranty, support typically returns a written quote for repair or offers a replacement price. For commercial accounts, negotiate an SLA and repair turnaround time; typical consumer repairs can take 7–21 business days from receipt, while expedited business repairs can be completed in 3–7 business days at additional cost. If your case stalls, escalate by replying to the same ticket requesting management review and include your original ticket number and all previously supplied diagnostics.

Regional Considerations and Legal/Privacy Notes

Aqara’s operations are global: headquarters and manufacturing are Shenzhen, China, while regional customer service and logistics hubs are located across North America, Europe, and Asia. For legal or privacy-related requests (data export, deletion), reference the GDPR or CCPA clauses as applicable and submit requests through the support portal; Aqara’s privacy policy and data-handling procedures are linked on https://www.aqara.com. Response times for legal requests can be up to 30 days in many jurisdictions.

For business customers deploying dozens or hundreds of hubs and sensors, request a commercial support contract that specifies RMA turnaround, firmware update scheduling, and on-site replacement options. A clear escalation matrix and documented inventory (device serials and installation locations) will reduce downtime and keep the whole deployment within predictable service windows and budgets.

Final Practical Tips

Log everything: dates, names, ticket numbers, carrier tracking, and screenshots. This habit shortens resolution times and protects warranty claims. Use the Aqara Home app’s device export and the support portal’s ticketing system — email threads and social media messages are useful but less traceable for RMAs.

For repeat or enterprise-level issues, maintain a spreadsheet of serial numbers, installation dates, firmware versions, and incident history; this data enables pattern recognition that leads to permanent fixes (for example: firmware rollbacks or mesh redesign). When in doubt, start at support.aqara.com, supply the diagnostics listed above, and request an RMA number if physical inspection is needed.

Who is the manufacturer of Aqara?

Lumi United Technology
Aqara is owned by Lumi United Technology, which is founded in 2009 and is currently one of the largest smart home providers in China. Over the last few years, Aqara has opened more than 800 Aqara stores to provide more personalized smart home solutions for individual households and businesses.

Is Aqara a good brand?

Aqara is indeed a solid choice for beginners, and here’s why: Compatibility and Ecosystem Support: Aqara supports major platforms like Apple HomeKit and Alexa, offering flexibility if you’re using or planning to use these ecosystems.

Is Aqara a Xiaomi company?

They are not the same but have overlapping origins. Lumi is the name of the company that designs and manufactures aqara branded products. Previously Lumi have also oem-ed for xiaomi to manufacture several devices for them in the mijia/mihome range.

How do I contact Aqara customer service?

If you still can’t solve the problem with the above methods, please contact our customer service or send us an email at [email protected], thanks.

Where is the company Aqara located?

Aqara is headquartered in Shenzhen, China.

How do I connect my Aqara to Wi-Fi?

To pair the Aqara Hub M1S with the Aqara Home app, please make sure your phone is connected to a 2.4GHz band Wi-Fi. Select Accessories>”+”>select Aqara Hub M1S>long press on the reset button for 10s until the hub blinks yellow and follow the instructions.