25 · When it failsBASIC
My device doesn't show up
The five reasons behind almost every setup that doesn't go through. Before you retry ten times, go through this list.
- It's on another Supercycler account
- A device belongs to one account only. If it shows up flagged in red as already registered, you have to delete it from the old account first.
- You hit your plan's limit
- The strip at the top tells you how many devices and zones you have left. Once it's full, the next setup stops with a warning.
- It's offline in the manufacturer's app
- If it shows as disconnected in the Tuya, eWeLink or MarsPro app, we won't see it either. That gets fixed on the manufacturer's side.
- The local scan needs the app and the same network
- Scanning for Shelly over WiFi only works from the installed app and with your phone on the same network as the device.
- The manufacturer's cloud quota ran out
- It happens with eWeLink and with Tuya. Equipment that's already connected keeps working; what stops is adding new ones. It resets on its own.
If it still doesn't work
- Try the on and off button from the manufacturer's app. If it doesn't respond there either, the problem isn't Supercycler.
- Check that the WiFi is 2.4 GHz: almost no smart plug speaks 5 GHz.
- Open a ticket from the ☰ menu → Support. Tell us what you expected, what happened and since when — that gets it solved much faster.
Do this
Write down the exact model before you contact support. The brand alone isn't enough.
Avoid this
Don't retry the setup ten times in a row: if it's a quota problem, every attempt makes it worse.
How urgent it is
EssentialCheck that the device is online in its own app.
ImportantCheck the plan limit and the 2.4 GHz network.
OptionalOpen a ticket with the exact model.