Frequently asked questions

Have questions? We’re here to help

1. General Questions

What type of vacuum cleaner is best for a home with pets?

The best choice depends on your needs:

  • Robot Vacuum:​ Best for daily maintenance. It automatically controls pet hair and dander, but isn't as powerful for deep cleans.
  • Cordless Stick Vacuum:​ Best for quick cleanups. Perfect for fast pick-ups of pet hair, litter, or spilled kibble. Prioritize battery life.
  • Corded Upright/Canister:​ Best for power and deep cleaning. Unbeatable for removing embedded pet hair from carpets. Choose this for maximum suction.

Quick Tip:​ The ideal combo for most pet owners is a robot vacuum for daily use​ and a cordless/corded vacuum for weekly deep cleaning.

Which vacuum is best for a large home or for elderly users?

For these situations, convenience and ease of use are key. Here is our recommendation:

  • For Large Homes & Effortless Cleaning: A Robot Vacuum is the top choice.It cleans automatically on a schedule, which is a huge benefit for keeping large areas clean without physical effort. This is also ideal for seniors who may find pushing a heavy vacuum tiring.
  • For Ease of Use & Lightweight Handling: A Cordless Stick Vacuum is highly recommended.It's lightweight and easy to maneuver, making it much safer and more comfortable for elderly users compared to heavy, corded models. It's perfect for quick cleanups across large, open spaces.

Our Verdict:​ For a large home or for an elderly user, the combination of a Robot Vacuum for daily automated cleaning​ and a lightweight Cordless Stick Vacuum for quick spot cleaning​ is the most practical and user-friendly solution.

What should I choose with a limited budget?

With a tight budget, prioritizing is key. Here’s how to get the best value:

  • Best Value for Automated Cleaning:​ A Robot Vacuum​ is a great long-term investment for daily maintenance. While the initial cost might be higher, it saves you time and effort every day.
  • Best Value for Power and Convenience:​ A Cordless Stick Vacuum​ offers a good balance for quick cleanups. For powerful deep cleaning on a budget, a Corded Vacuum​ is unbeatable.

Smart Choice on a Budget: Vactidy is renowned for its exceptional cost-effectiveness, offering reliable performance and pet-friendly features at an accessible price point. You can get a quality vacuum that tackles pet hair without overspending.

What are the key specifications to look for when choosing a vacuum cleaner?

1. Suction Power (AW or kPa)​This is the engine of your vacuum. Higher numbers mean stronger suction—especially important for lifting pet hair from carpets and picking up ground-in dirt.

2. Battery Life (Cordless Models Only)​For cordless vacuums, battery life determines how much you can clean on a single charge. Look for 20+ minutes in normal mode. Some models offer removable batteries for extended cleaning.

3. Dustbin Capacity​A larger dustbin means you empty it less often. Handy for pet owners or larger homes where hair and dust accumulate quickly.

4. Filtration System (HEPA Recommended)​A good filter traps dust and allergens inside the vacuum. HEPA filters are ideal for pet owners or allergy sufferers—they keep the air clean as you clean.

5. Attachments & Brushrolls​The right tools make all the difference. A motorized pet brushroll actively pulls hair from carpets and furniture. Crevice tools and soft dusting brushes help with detailed cleaning.

6. Weight & Noise Level​Lightweight vacuums are easier to carry between rooms. Lower noise levels (in decibels) are less stressful for pets and people.

What are some common vacuum problems and how can I maintain my vacuum?

Keep your vacuum running smoothly with these simple tips.Common Issues & Fixes

  • Problem: Loss of Suction
  • Fix:​ Empty the dustbin. Check for clogs in the hose or brushroll. Clean or replace the filter.
  • Problem: Brushroll Won't Spin
  • Fix:​ Turn off and unplug the vacuum. Cut and remove hair or strings tangled around the brushroll.
  • Problem: Strange Noises
  • Fix:​ Immediately check for a blockage. A persistent strange noise may require professional service.
  • Problem: Won't Turn On (Cordless)
  • Fix:​ Ensure the battery is charged and properly seated. Check the charger and power outlet.

Simple Maintenance Habits

  • Empty the dustbin frequently,​ before it gets completely full.
  • Clean filters regularly​ (as per manual) to protect the motor and maintain suction.
  • Inspect for blockages​ in the hose and nozzle after use.
  • Cut hair off the brushroll​ after cleaning high-pile carpets or pet areas.
  • Store properly​ in a dry place, and avoid overcharging cordless models.

Regular care ensures peak performance and a longer life for your vacuum!

 

Vacuum Cleaners: Where Can I Use ?

With a tight budget, prioritizing is key. Here’s how to get the best value:

  • A vacuum cleaner is more versatile than you might think! Here’s where it can help:
  • 1. Around the Home – Daily Cleaning
  • Floors:​ Ideal for hard floors, carpets, rugs, and tiles.
  • Corners & Edges:​ Use the crevice tool for baseboards, behind furniture, and tight spaces.
  • Furniture:​ Clean sofas, chairs, pet beds, and curtains with the upholstery brush.
  • Ceilings & Walls:​ Gently remove dust and cobwebs using a soft brush attachment.

2. In the Car – Quick Cleanups

  • Use a handheld or cordless vacuum to clean seats, floor mats, and trunks. Perfect for crumbs, sand, or pet hair.

3. For Special Tasks

  • Pet Hair:​ A motorized brush easily removes pet hair from carpets, car seats, and furniture.
  • Spills:​ Quickly clean up scattered pet food, litter, or dry spills like cereal.
  • Electronics:​ Gently dust keyboards, vents, and speakers with a soft brush.

Tip:​ Always check the manufacturer’s instructions before use. Avoid sucking up water, large sharp objects, or hot ashes.Looking for a vacuum that handles all these tasks? Vactidy​ offers lightweight, powerful models perfect for home, car, and everyday cleanups!

What should I do if my robot vacuum's suction power decreases?

Reduced suction is usually caused by blockages in the air passage or accessory issues. Please troubleshoot using the following steps:

  1. Empty the Dustbin:​ Regularly empty the dust compartment to ensure clear airflow.
  2. Check and Clean the HEPA Filter:​ Remove the HEPA filter, check for dust buildup, and clean it to ensure it remains breathable.
  3. Inspect the Main Roller Brush:​ Check the main roller brush for tangles of hair, string, or other debris, and clean it promptly.

If the issue persists after these steps, please contact customer support at support@vactidy.com​ for further assistance.

2. Vacuum Cleaner Series Product Questions

C8

What accessories are included in the standard package of the C8 Corded Vacuum Cleaner?

The C8 corded vacuum cleaner comes with the following standard accessories:

  • Main unit
  • Motorized floor brush
  • Telescopic tube
  • 2-in-1 brush
  • Crevice nozzle
  • Wall mount
  • HEPA filter × 2 (1 pre-installed)
  • Cleaning brush
  • User manual

Note: The mite removal brush is an optional accessory available for separate purchase.

What should I do if my C8 vacuum shuts down due to overheating and won't turn on?

The automatic shutdown is a safety protection feature. Please follow the troubleshooting steps below based on the possible causes:Case 1: Overheating caused by blockage

  • Steps:
  1. Remove and empty the dustbin.
  2. Check and clear any blockages in the air pathways.
  3. Allow the vacuum to cool down for approximately 30 minutes before restarting.

Case 2: Overheating from extended continuous use

  • Explanation:​ This is normal. The motor may reach a temperature of about 110°C, triggering the automatic shut-off.
  • Steps:​ Simply turn off the vacuum and let it cool naturally for 30-60 minutes. It will then resume normal operation.

If the issue persists, please contact our support team at support@vactidy.com​ for further assistance.

 

What should I do if the suction power of my C8 vacuum becomes weak?

Reduced suction power is usually related to maintenance issues. Please follow these steps to restore performance:1. Clean or Replace Key Components

  • Filters:​ Clean or replace the HEPA filter. A clogged filter is the most common cause of weak suction.
  • Floor Brush:​ Remove and clean the main roller brush, cutting away any wrapped hair or threads.

2. Check Installation

  • Ensure all components (dustbin, filters, tubes) are correctly installed and securely connected.

3. Regular Maintenance Tips

  • Clean filters regularly according to usage frequency.
  • Replace filters periodically (recommended every 3-6 months) to maintain optimal suction power.

If the problem continues after these steps, please contact our support team at support@vactidy.com.

What should I do if my C8 vacuum becomes noticeably louder during operation?

Increased noise levels usually indicate a maintenance need or a component issue. Please follow these steps:

1. Immediate Cleaning (Primary Action)

  • Empty the dustbin completely.
  • Replace the HEPA filter with a new, clean one.

2. Further Diagnosis

  • If the unusual noise continues after cleaning, it may indicate an issue with the motor or fan.

Recommended Action:Please contact our customer support team at support@vactidy.com​ for further diagnosis and assistance.

How to troubleshoot if the floor brush of my C8 vacuum stops rotating?

Please follow the steps below to identify and resolve the issue:1. Check the Floor Brush Head

  • If the roller brush rotates but the LED light on the brush head is off, please replace the floor brush head.

2. Check the Extension Tube

  • If the roller brush does not rotate:
  • Remove the extension tube and connect the floor brush directly to the main unit.
  • If it works normally with direct connection, replace the extension tube.
  • If it still does not work, replace the floor brush head.

If the issue persists or differs from the scenarios above, please contact our customer support at support@vactidy.com​ for further assistance.

V8 Pro

How to check the battery status of the V8 Pro using the indicator lights?

The V8 Pro features a 3-level battery indicator. The status corresponds to the battery level as follows:

  • 3 Lights Solid:​ High battery (approx. 100%)
  • 2 Lights Solid:​ Medium battery (approx. 70%)
  • 1 Light Solid:​ Low battery (approx. 40%)
  • 1 Light Blinking:​ Very low battery (approx. 5%). Please charge immediately.
  • All Lights Off:​ Battery depleted.

The floor brush on my V8 Pro is not working, and the three battery indicator lights are flashing simultaneously. What is the issue?

This indicates that the motorized floor brush has encountered excessive resistance, triggering the automatic overload protection.Please follow these steps to resolve the issue:

  1. Power off the vacuum cleaner.
  2. Inspect and clean the floor brush head:​ Remove any hair, threads, or debris tangled around the roller brush.
  3. Restart the unit:​ After cleaning, turn the vacuum back on.

If the floor brush resumes normal operation, the issue is resolved.If the problem persists after cleaning, please contact our customer support team at​ support@vactidy.com​ for further assistance.

The V8 Pro becomes hot after 2-3 minutes of use, makes louder noise, and then shuts down automatically. What is the cause?

This condition is typically caused by a severe blockage in the main air intake or filtration system, resulting in excessive motor load and triggering the overheating protection shutdown.Troubleshooting Steps:

  1. Power off the unit immediately.
  2. Thoroughly clean the dustbin, HEPA filter, and main air intake pathway​ to ensure they are completely clear of any obstructions.
  3. Restart the vacuum.​ If it operates normally, the issue is resolved.

If the problem persists after a thorough cleaning, the motor may have been damaged due to prolonged overload. In this case, please contact our support team at support@vactidy.com​ to arrange for service.

The V8 Pro won't start, and the three battery indicator lights flash 5 times in a rhythmic pattern (once per second). What is the issue?

This indicator code signifies that the conductive tube is not properly connected to the main unit, resulting in an incomplete circuit.Troubleshooting Steps:

  1. Power off the vacuum.
  2. Firmly disconnect the conductive tube from the main unit, then reinsert it,​ ensuring it is fully seated and securely locked into place.
  3. Turn the vacuum back on.​ If it starts normally, the issue is resolved.

If the problem persists after reinstallation, or if the unit powers on without the conductive tube attached, the issue is likely a faulty conductive tube. Please contact our support team at support@vactidy.com​ to arrange for service.

Why does my V8 Pro have a delay when turning off, and why does the suction seem to get stronger during this time?

This is a normal and intentional feature of the product, not a malfunction.

The fan continues to run for approximately 2 seconds after you release the power trigger. This serves an important purpose: it uses a final burst of strong airflow to expel any residual dust​ from the air passage and hose, helping to keep the internal pathway clear and prevent dust from being released back into your home after cleaning.

My V8 Pro stopped working suddenly. How can I troubleshoot it?

Please follow the steps below to identify and resolve the issue:

  1. Check the roller brush:​ Ensure it is properly installed. Remove any hair or debris wrapped around the brush. Also, remember to clean the dustbin and HEPA filter.
  2. Test the main unit:​ Remove all attachments (brush, tube, etc.). Try turning on just the main unit.

If the machine still does not work after these checks, please contact our customer support at support@vactidy.com​ for further assistance.

  • If it does not power on, the main unit may need to be replaced.
  • If it powers on normally, the issue is likely with one of the attachments.

How to troubleshoot if the floor brush of my V8 Pro stops rotating?

Please follow these steps to diagnose the issue:

  • Check the floor brush head:
  • If the roller brush rotates but the LED light on the brush head is off, please replace the floor brush head.
  • Check the extension tube:
  • If the roller brush does not rotate at all, remove the extension tube and connect the floor brush directly to the main unit.
  • If it works normally when connected directly, replace the extension tube.
  • If it still does not work, replace the floor brush head.

If the situation differs from the above or the issue persists, please contact our customer support at support@vactidy.com​ for further assistance.

V9 Pro

What is the correct way to charge the V9 Pro, aand what do the battery indicators show?

Please follow the correct charging procedure and observe the indicator lights:

  1. Connection Order:​ First, connect the charger to a power outlet, then plug it into the vacuum cleaner.
  2. Charging Status:​ The battery indicator lights will flash, indicating that the unit is now charging.
  3. Fully Charged:​ Once charging is complete, the unit will enter a standby mode after approximately 10 minutes, and the screen will turn off.
  4. After Charging:​ Unplug the charger from the device. The vacuum cleaner will automatically power down completely.

Note:​ Following this sequence helps protect the battery. The flashing lights provide a clear visual confirmation that charging is in progress.

How to check the battery status of the V9 Pro using the indicator lights?

The V9 Pro features a 3-level battery indicator. The status corresponds to the battery level as follows:

  • 3 Lights Solid:​ High battery (approx. 100%)
  • 2 Lights Solid:​ Medium battery (approx. 70%)
  • 1 Light Solid:​ Low battery (approx. 40%)
  • 1 Light Blinking:​ Very low battery (approx. 5%). Please charge immediately.
  • All Lights Off:​ Battery depleted.

How to troubleshoot when the floor brush of my V9 Pro is not working and the three battery indicator lights are flashing?

This indicates that the floor brush (roller brush) has encountered excessive resistance during operation, triggering the overload protection mechanism.

Please follow these steps to resolve the issue:

  1. Power off the vacuum cleaner immediately.
  2. Thoroughly inspect and clean the floor brush head, removing any hair, thread, or debris tangled around the roller brush.
  3. Restart the machine.​ If the floor brush operates normally after cleaning, the issue is resolved.

If the problem persists after thorough cleaning, the floor brush motor may be damaged. In this case, please contact our customer support team at support@vactidy.com​ to arrange for service.

My V9 Pro becomes hot after 2-3 minutes of use, makes louder noise, and then shuts down automatically. What is the cause?

This condition is typically caused by a severe blockage in the main air intake or filtration system, resulting in excessive motor load and triggering the overheating protection shutdown.

Troubleshooting Steps:

  1. Power off the unit immediately.
  2. Thoroughly clean the dustbin, HEPA filter, and main air intake pathway​ to ensure they are completely clear of any obstructions.
  3. Restart the vacuum.​ If it operates normally, the issue is resolved.

If the problem persists after a thorough cleaning, the motor may have been damaged due to prolonged overload. In this case, please contact our support team at support@vactidy.com​ to arrange for service.

My V9 Pro won't start, and the three battery indicator lights flash 5 times in a rhythmic pattern (once per second). What is the issue?

This indicator code signifies that the conductive tube is not properly connected to the main unit, preventing the safety circuit from engaging.Troubleshooting Steps:

  1. Power off the vacuum.
  2. Firmly disconnect the conductive tube from the main unit, then reinsert it,​ ensuring it is fully seated and securely locked into place.
  3. Turn the vacuum back on.​ If it starts normally, the issue is resolved.

If the problem persists after reinstallation, or if the unit powers on without the conductive tube attached, the conductive tube itself is likely faulty and needs replacement. Please contact our support team at support@vactidy.com​ to arrange for service.

Why does my V9 Pro have a shutdown delay with increased suction power?

This is an intentional feature of the product's normal operation, not a malfunction.

Explanation:The fan continues running for approximately 2 seconds after you release the power trigger. This design serves an important purpose: it uses a final burst of strong airflow to expel any residual dust​ from the suction opening and internal pathways. This helps maintain clear air ducts and prevents dust from being released back into your environment after cleaning.

How to troubleshoot if the floor brush of my V9 Pro stops rotating?

Please follow these steps to diagnose the issue:

  • Check the floor brush head:
  • If the roller brush rotates but the LED light on the brush head is off, please replace the floor brush head.
  • Check the extension tube:
  • If the roller brush does not rotate at all, remove the extension tube and connect the floor brush directly to the main unit.
  • If it works normally when connected directly, replace the extension tube.
  • If it still does not work, replace the floor brush head.

If the situation differs from the above or the issue persists, please contact our customer support at support@vactidy.com​ for further assistance.

V12

What is the correct way to charge the V12, and what are the battery indicator prompts?

Please follow these steps for correct charging and observe the battery indicator status:

  1. Connection Sequence:​ First connect the charger to a power outlet, then plug it into the vacuum cleaner.
  2. Charging Indicator:​ The battery indicator lights will flash, indicating that charging is in progress.
  3. Fully Charged Status:​ After approximately 10 minutes of being fully charged, the screen will automatically turn off and enter standby mode.
  4. After Charging:​ Unplug the charger from the machine, and the device will automatically shut down completely.

Important Notes:

  • Always use the original charger
  • Avoid interrupting the charging process
  • Recommended charging time: 3-4 hours
  • Do not cover the machine while charging to ensure proper heat dissipation

If the battery indicator shows abnormal status (e.g., rapid flashing or no response), please contact customer service at support@vactidy.com.

How to check the battery status of the V12 Pro using the indicator lights?

The V12 Pro features a 3-level battery indicator. The status corresponds to the battery level as follows:

  • 3 Lights Solid:​ Battery level high (approx. 100%)
  • 2 Lights Solid:​ Battery level medium (approx. 70%)
  • 1 Light Solid:​ Battery level low (approx. 40%)
  • 1 Light Blinking:​ Battery level very low (approx. 5%). Please charge immediately.
  • All Lights Off:​ Battery depleted.

The floor brush of my V12 is not working, and the three battery indicator lights are flashing. How can I troubleshoot this?

This indicates that the floor brush (roller brush) has encountered excessive resistance during operation, triggering the overload protection mechanism.Please follow these steps to resolve the issue:

  1. Power off the vacuum cleaner immediately.
  2. Thoroughly inspect and clean the floor brush head, removing any hair, thread, or debris tangled around the roller brush.
  3. Restart the machine.​ If the floor brush operates normally after cleaning, the issue is resolved.

If the problem persists after thorough cleaning, the floor brush motor may be damaged. In this case, please contact our customer support team at support@vactidy.com​ to arrange for service.

My V12 won't start, and the three battery indicator lights flash 5 times in a rhythmic pattern (once per second). What is the issue?

This indicator pattern indicates that the conductive tube is not properly connected to the main unit, resulting in a circuit connection failure.Troubleshooting Steps:​

  1. Power off the vacuum, firmly disconnect the conductive tube from the main unit, and reinsert it, ensuring it is fully seated and securely locked into place.
  2. Restart the vacuum. If it operates normally, the issue is resolved.
  3. If the problem persists after reinstallation, or if the unit powers on without the conductive tube attached, the conductive tube may be faulty.

Please contact our support team at support@vactidy.com​ for further assistance.

My V12 becomes hot after 2-3 minutes of use, makes louder noise, and then shuts down automatically. What is the cause?

This condition is typically caused by a severe blockage in the main air intake or filtration system, resulting in excessive motor load and triggering the overheating protection shutdown.Troubleshooting Steps:

  1. Power off the unit immediately.
  2. Thoroughly clean the dustbin, HEPA filter, and main air intake pathway​ to ensure they are completely clear of any obstructions.
  3. Restart the vacuum.​ If it operates normally, the issue is resolved.

If the problem persists after a thorough cleaning, the motor may have been damaged due to prolonged overload. In this case, please contact our support team at support@vactidy.com​ to arrange for service.

Why does my V12 vacuum have a shutdown delay with increased suction power?

This is a normal and intentional feature of the product's operation, not a malfunction.

Explanation:The fan continues to run for approximately 2 seconds after you release the power trigger. This design serves an important purpose: it uses a final burst of strong airflow to expel any residual dust​ from the suction opening and internal air pathways. This helps maintain clear air ducts, ensures optimal performance for the next use, and prevents dust from being released back into your environment.

My V12 suddenly stopped working. How should I troubleshoot it?

Please follow these steps to identify and resolve the issue:

  1. Check the roller brush:​ Ensure it is properly installed. Remove any hair or debris wrapped around the brush. Also, clean the dustbin and HEPA filter promptly.
  2. Test the main unit:​ Remove all attachments (brush, tube, etc.). Try turning on just the main unit.
  • If it powers on normally, the issue is likely with one of the attachments.
  • If it does not power on, the main unit may need to be replaced.

If the machine still does not work after these checks, please contact our customer support at support@vactidy.com​ for further assistance.

3. Robot Vacuum Series Product Questions

W6

How to operate the basic buttons of the W6?

  • Power On:​ In the off state, press and hold the power button for 3 seconds.
  • Power Off:​ In the on state, press and hold the power button for 3 seconds.
  • Start/Pause Cleaning:​ Press the power button briefly. Press once to start cleaning, press again to pause (enters standby mode).
  • Wi-Fi Pairing:​ While the charging dock is powered on, press and hold the power button for 5 seconds until the indicator light flashes, indicating it has entered pairing mode.

What do the different indicator lights on the W6's power button mean?

The color and state of the indicator light show the machine's current status:

  • Solid Green:​ The battery is fully charged, and the machine is in standby mode.
  • Solid Orange:​ The battery is very low and needs to be charged as soon as possible.
  • Slow Blinking Orange:​ The machine is currently charging.
  • Blinking Red:​ An error or fault has been detected. Please check the machine according to the user manual or error.

What is the battery life of the W6?

The W6 is equipped with a 2600mAh battery, and its runtime varies depending on the selected suction power level. The theoretical operating times (from full charge to depletion under standard conditions) are as follows:

  • Quiet Mode (Low Suction):​ Up to 140 minutes​ or longer
  • Standard Mode (Medium Suction):​ Approximately 100 minutes​ or longer
  • Max Mode (High Suction):​ Approximately 70 minutes​ or longer

You can adjust the suction power seamlessly via the APP to precisely balance cleaning intensity and battery life according to your cleaning needs.

How do I start network setup for the W6?

After powering on the unit, press and hold the power button for 3 seconds. When you hear a prompt tone and the green light starts breathing (slowly pulsing), it indicates the device has entered network pairing mode (supports Bluetooth/Wi-Fi).

What are the core functions of athe W6 App?

The W6 App is designed with an intuitive interface, organized into three main sections for easy access to all features:1. Main Control Interface

  • Start/Return to Dock:​ Initiate cleaning or summon the robot back to its charging base.
  • Full-Cleaning:​ Command the robot to clean the entire mapped area.
  • Edge Cleaning:​ Direct the robot to focus on cleaning along walls and edges.
  • Spot Cleaning:​ Target a specific area for intensive cleaning.
  • Remote Control:​ Manually drive the robot for precise cleaning (animation shown is for demonstration purposes).

2. Additional Functions

  • Scheduled Cleaning:​ Set daily or weekly cleaning schedules for automated operation.
  • Cleaning History:​ Review past cleaning sessions, including duration and area covered.
  • Robot Locator:​ Quickly find your robot's current location on the map.
  • Consumable Tracker:​ Monitor the status of brushes, filters, and other replaceable parts and receive replacement reminders.

3. Settings

  • Device Renaming:​ Assign a custom name to your robot (e.g., "Living Room W6").
  • Device Information:​ View model, software version, and other technical details.
  • Device Sharing:​ Share control of the robot with family members.
  • Firmware Updates:​ Ensure your robot has the latest features and improvements.
  • Factory Reset/Unbind:​ Restore original settings or unlink the robot from your account.

What should I do if the W6's side brush spins but the machine doesn't move?

Please reinstall the side brush and restart the machine. If the issue persists, please contact our support team at support@vactidy.com​ to arrange for repair service.

How to troubleshoot excessive noise during W6 operation?

Unusual noise is typically caused by component entanglement or blockages. Please immediately pause operation and perform the following checks:

  1. Inspect and clean the side brush, removing any wrapped hair or threads
  2. Empty the dustbin completely
  3. Ensure all components are free of debris before restarting

If the issue persists after cleaning, please contact our technical support team at support@vactidy.com for further assistance.

What should I do if my W6 cannot return to charge or is not charging?

Please follow these steps to troubleshoot:

  • Check the Charging Dock Area:​ Ensure there are no obstacles within 1-2 meters in front, to the left, or to the right of the charging dock.
  • Verify Power Connection:​ Confirm that the charging dock's power cable is plugged in and receiving power.
  • Inspect Contact Points:

Check if the metal contact points on the charging dock spring back normally.

Check if there is stubborn dirt on the contact points on the bottom of the machine. Clean them if necessary.

  • Check the Dock's Indicator Light:​ If the indicator light on the dock is off, confirm you are using the original power adapter. Try a different adapter if possible.
  • If the problem persists, please contact our customer support team at support@vactidy.com.

What should I do if the W6 gets stuck while cleaning?

Please follow these steps:

  1. Carefully move the machine​ and manually remove any foreign objects (such as wires, hair, etc.) tangled around the wheels or side brush.
  2. Check if the furniture height​ is similar to the machine's clearance, causing it to become trapped.
  3. Prevent future occurrences​ by tidying up floor clutter before cleaning. For areas prone to sticking, set up virtual restricted zones in the app.

If the issue persists, please contact customer support at support@vactidy.com.

What should I do if the W6 fails to effectively avoid obstacles?

Please follow these steps:

  1. Gently wipe the sensor lenses on the front and sides of the machine with a soft cloth to ensure they are clean and unobstructed.
  2. Check and remove any hair, thread, or other debris tangled around the caster wheel.

If the problem persists after cleaning, please contact our customer support team at support@vactidy.com​ for further assistance.

Why does my W6 sometimes start working on its own?

This is usually caused by the scheduled cleaning feature being activated. Please follow these steps:

  1. Open the App and navigate to the "Scheduled Cleaning"​ settings.
  2. Check, cancel, or delete all preset timer tasks.
  3. After saving the settings, observe if the machine still starts automatically.

If the issue persists, please contact our customer support team at support@vactidy.com​ for further assistance.

What are the Wi-Fi setup steps for the W6?

Please follow these steps:

  1. Preparation:​ Ensure your phone is connected to a 2.4GHz home Wi-Fi network. Place the W6 on its powered charging dock.
  2. Enter Pairing Mode:​ Press and hold the main unit's power button for 5 seconds until you hear a prompt tone, indicating it has entered pairing mode.
  3. App Operation:​ Open the Vactidy App, add the device, select your home Wi-Fi network, and enter the password (recommended length: 8-12 characters).
  4. Connect to Hotspot:​ Follow the in-app instructions to connect to the hotspot named "Vactidy-XXXX," then return to the app and wait for the network configuration to complete successfully.

If you encounter any issues, please contact customer support at support@vactidy.com.

How to connect W6 via Bluetooth for network setup?

Follow these simple steps:

Preparation:

  • Turn on your phone's Bluetooth
  • Ensure your phone is connected to a 2.4GHz home Wi-Fi network

Enter Pairing Mode:

  • Press and hold the main power button for 3 seconds to activate pairing mode

App Connection:

  • Open Vactidy App and add device
  • Select "Bluetooth Connection" and choose your W6 model

Complete Setup:

  • The app will automatically redirect
  • Select your home Wi-Fi network and enter password
  • Wait for successful connection

Note:The entire process typically takes less than 1 minute. If connection fails, please ensure:

  • Your Wi-Fi password is correct
  • Your phone remains within 3 meters of the W6 during setup
  • Bluetooth permissions are enabled for the Vactidy App

For further assistance, contact support@vactidy.com.

How to connect my W6 to Google Home? (Video)

Why can't my W6 connect to the APP?

Connection failures are typically caused by network settings, permissions, or router configurations. Please follow this troubleshooting checklist:

1. Network & Permission Checks (User-Solvable)

  • Wi-Fi Band:​ Ensure your phone is connected to a 2.4GHz Wi-Fi network​ (not 5GHz) with strong signal.
  • Phone Permissions: 
  1. iPhone:​ Enable Location Services​ for the app in Settings > Privacy > Location Services(iOS 13+ required).
  2. Android:​ Grant all requested permissions​ to the Vactidy APP in system settings.
  • Mobile Data:​ Temporarily disable mobile data during setup (use Wi-Fi only).

2. Router Settings Check

  • Ensure SSID Broadcast​ is enabled (network name visible).
  • Verify the device isn't blocked in your router's blacklist.

Helpful Tips:

  • Allow sufficient time between operations; try restarting devices before retrying.
  • As a temporary solution, use a 2.4GHz mobile hotspot​ or Bluetooth pairing.
  • If your phone still can't detect the "Vactidy-XXXX" hotspot after multiple attempts, contact support at support@vactidy.com.

W7

How to operate the basic buttons of the W7?

The W7 features simple and intuitive manual controls. The specific functions are as follows:

  • Power On:​ While the device is powered off, press and hold the power button for 3 seconds.
  • Power Off:​ While the device is powered on, press and hold the power button for 3 seconds.
  • Start/Pause Cleaning:​ Briefly press the power button. Press once to start cleaning; press again to pause (enters standby mode).
  • Start Return to Dock:​ Briefly press the 'Return to Dock' button. The machine's orange indicator light will flash, and it will begin returning to the charging dock.
  • Wi-Fi Pairing:​ While the charging dock is powered on, simultaneously press and hold the power button and the 'Return to Dock' button for 5 seconds until the indicator light flashes, indicating it has entered pairing mode.

What do the indicator lights on the W7's power button mean?

The color and state of the indicator light represent the machine's current status:

  • Solid Green Light:​ The battery is fully charged, and the machine is in standby mode.
  • Solid Orange Light:​ The battery level is very low and requires charging as soon as possible.
  • Slow Blinking Orange Light:​ The machine is currently charging.
  • Blinking Red Light:​ An abnormality or fault has been detected. Please perform checks as prompted or refer to the manual.

What is the battery life of the W7?

The W7 is equipped with a 2600mAh battery, and its runtime varies depending on the selected suction power level. The theoretical operating times (from full charge to depletion under standard conditions) are as follows:

  • Quiet Mode (Low Suction):​ Up to 115 minutes
  • Standard Mode (Medium Suction):​ Approximately 110-120 minutes
  • Max Mode (High Suction):​ Approximately 64-70 minutes

You can seamlessly adjust the suction power within the above range via the App to precisely balance cleaning intensity and battery life according to your needs.

What are the main functions of the W7 mobile app?

The W7 app is clearly organized and feature-rich, designed for convenient smart control. The main functions are categorized as follows:

1. Main Control Interface

  • Start/Dock:​ Initiate cleaning or command the robot to return to its charging base.
  • Full-Cleaning:​ Clean the entire mapped area.
  • Edge Cleaning:​ Focus on cleaning along walls and edges.
  • Spot Cleaning:​ Perform intensive cleaning on a specific area.
  • Remote Control:​ Manually drive the robot (animation shown is for demonstration).

2. Additional Functions

  • Scheduled Cleaning:​ Set automated daily or weekly cleaning schedules.
  • Cleaning History:​ Review records of past cleaning sessions.
  • Locate Robot:​ Find the robot's current position on the map.
  • Parts Life Tracker:​ Monitor the status of brushes, filters, and other consumables.

3. Settings

  • Rename Device:​ Assign a custom name to your robot.
  • Device Information:​ View model and software version details.
  • Share Device:​ Grant control access to family members.
  • Firmware Update:​ Keep your robot's software up to date.
  • Factory Reset/Unbind:​ Restore original settings or unlink the device from your account.

What should I do when the W7 triggers an abnormal alarm (red light flashing, beeping sound)?

When the W7 enters an abnormal state indicated by a pulsating red light and beeping, please follow these steps:

  1. Acknowledge/Clear Alarm:​ Briefly press any button on the main unit, or tap the "Start Cleaning" button in the app. This will clear the audible alarm.
  2. Automatic Sleep Mode:​ If no action is taken, the machine will automatically enter sleep mode after approximately 10 minutes to conserve battery power.
  3. Complete Resolution:​ The most effective solution is to place the machine back on its charging dock. The alarm state will typically resolve automatically, and charging will begin.

For further assistance, please contact our customer support team at support@vactidy.com.

What should I do if the W7's side brush spins but the machine does not move?

Please try reinstalling the side brush and then restart the machine. If the issue persists, please contact our customer support team at support@vactidy.com​ to arrange for repair service.

How to troubleshoot excessive noise during W7 operation?

Unusual noise is typically caused by component entanglement or blockages. Please immediately pause operation and perform the following checks:

  1. Inspect and clean the side brush, removing any wrapped hair or threads
  2. Empty the dustbin completely
  3. Ensure all components are free of debris before restarting

If the issue persists after cleaning, please contact our technical support team at support@vactidy.com for further assistance.

How to troubleshoot W7's failure to return to charge or charge properly?

Please follow these steps to identify and resolve the issue:1. Basic Checks (User Self-Service)

  • Power Check:​ Ensure the charging dock's power cable is securely connected and its indicator light is on.
  • Connection Check:​ Confirm the charging contacts on the main unit's base are making good contact with the dock's contacts, with no dirt obstruction. The power button light should blink to indicate charging is in progress. Keep the contacts clean.
  • Environment Check:​ Ensure sufficient clear space (recommended >1.5 meters) in front and on both sides of the charging dock, free from obstacles.
  • Sensor Check:​ Wipe the lenses (sensors) around the main unit to ensure they are clean, preventing signal reception issues.

2. Hardware Issue Diagnosis & Handling

  • Charging Dock Issue:​ If the dock's indicator light is off or its contacts are rusty, the charging dock needs replacement.
  • Repair Needed:​ If the problem persists after replacing the dock, or if the cause is not listed above, please contact support at support@vactidy.com​ to arrange for inspection and repair.

Why doeas my W7 sometimes start working on its own?

This is typically caused by activated scheduled cleaning settings. Please follow these steps:

  1. Open the Vactidy App and navigate to the "Scheduled Cleaning"​ settings.
  2. Check for, and cancel or delete, any existing preset cleaning schedules.
  3. Save the changes and observe if the automatic starts cease.

If the issue persists, please contact our customer support team at support@vactidy.com​ for further assistance.

What are the Wi-Fi setup steps for the W7? (Video)

Please follow these steps:

  1. Preparation:​ Ensure your phone is connected to a 2.4GHz home Wi-Fi network. Place the W7 on its powered charging dock.
  2. Enter Pairing Mode:​ Press and hold the main unit's power button for 5 seconds until you hear a prompt tone, indicating it has entered pairing mode.
  3. App Operation:​ Open the Vactidy App, add the device, select your home Wi-Fi network, and enter the password (recommended length: 8-12 characters).
  4. Connect to Hotspot:​ Follow the in-app instructions to connect to the hotspot named "Vactidy-XXXX," then return to the app and wait for the network configuration to complete successfully.

If you encounter any issues, please contact customer support at support@vactidy.com.

How to set up W7 network connection via Bluetooth?

Follow these simple steps:

Preparation:

  • Turn on your phone's Bluetooth
  • Ensure your phone is connected to a 2.4GHz home Wi-Fi network

Enter Pairing Mode:

  • Press and hold the main power button for 3 seconds to activate pairing mode

App Connection:

  • Open Vactidy App and add device
  • Select "Bluetooth Connection" and choose your W7 model

Complete Setup:

  • The app will automatically redirect
  • Select your home Wi-Fi network and enter password
  • Wait for successful connection

Note:The entire process typically takes less than 1 minute. If connection fails, please ensure:

  • Your Wi-Fi password is correct
  • Your phone remains within 3 meters of the W7 during setup
  • Bluetooth permissions are enabled for the Vactidy App

For further assistance, contact support@vactidy.com.

Why can't my aconnect to the app?

Connection failures are typically related to network environment, permissions, or router settings. Please refer to the following checklist to troubleshoot:

I. Network and Permission Checks (User Self-Service)

  • Phone Network:​ Ensure your phone is currently connected to a 2.4GHz Wi-Fi​ network (not 5GHz) with good signal strength.
  • Phone Permissions:
  1. iPhone:​ Enable Location Services​ for the app in Settings > Privacy > Location Services(iOS 13+ required).
  2. Android:​ Grant all requested permissions​ to the Vactidy app in system settings.
  • General Settings:​ Disable "Mobile Data"​ on your phone before network configuration; use Wi-Fi only.

II. Router Background Check

  • Confirm that SSID broadcast​ is enabled (network name visible).
  • Check the router's background settings to ensure the device has not been added to a blacklist.

Friendly Reminder:

  • Allow sufficient intervals between operations; you can restart the device and try again.
  • You can attempt to use a mobile hotspot​ (set to 2.4GHz) or Bluetooth pairing.
  • If your phone still cannot detect the "Vactidy-XXXX"​ hotspot after multiple attempts, please contact customer support at support@vactidy.com.

W9

How to operate the buttons on the W9 panel and what do the indicator lights mean?

The operation of the W9 panel buttons and the meaning of the indicator lights are as follows:

I. Button Operation Instructions

  • Power On/Off:​ Press and hold the Start button for 3 seconds to power on; force shutdown requires holding for 15 seconds.
  • Start/Pause:​ Briefly press the Start button.
  • Return to Dock/Pause:​ Briefly press the Dock Return button.

II. Indicator Light Status Explanation

  • Power/Status Light:
  1. Solid Green:​ Battery fully charged.
  2. Flashing/Solid Orange:​ Returning to dock or charging in progress.
  3. Solid Red:​ Malfunction detected. Please check the app for specific solutions.
  • Wi-Fi Indicator Light:
  1. Flashing Blue:​ Device is in pairing mode, waiting for connection.
  2. Solid Blue:​ Pairing successful, connected to the network.

For further assistance, please contact customer support at support@vactidy.com.

How long can the W9 operate on a full charge?

The runtime depends on your usage mode. On a full charge:

  • Strong Mode (Deep Cleaning):​ Approximately 70 minutes
  • Standard Mode (Daily Cleaning):​ Approximately 110 minutes
  • Quiet Mode (Extended Quiet Operation):​ Approximately 150 minutes

Tip:​ To maintain battery health, it is recommended to recharge the W9 promptly after each use.

How to reset the W9 to factory settings if the system malfunctions or I wish to restore its original state?

If you need to reset the W9 to factory settings to clear all data, we provide two methods:

Method 1 (Via App - Most Convenient):Open the companion app, navigate to the "General Settings"​ menu, and locate the "Restore to Factory Settings"​ function.

 

Method 2 (Manual Button Operation - No Phone Required):While the device is powered on, press and hold the designated button on the control panel for approximately 15 seconds. Release the button when you hear a prompt tone or observe a change in the indicator light.

 

Outcome after Reset:After a successful reset, the W9 will restart and initialize. The language will default to the option selected prior to the reset.

How do I operate the buttons on the W9 panel, and what do the indicator lights mean?

The button operations and indicator light meanings for the W9 are as follows:

I. Button Operations

  • Power On/Off:​ Press and hold the Start/Power​ button for 3 seconds​ to turn on the device. To force shutdown, press and hold for 15 seconds.
  • Start/Pause Cleaning:​ Briefly press the Start/Power​ button.
  • Return to Dock/Pause:​ Briefly press the Dock Return​ button.

II. Indicator Light Status

  • Power/Status Light:
  1. Solid Green:​ The battery is fully charged.
  2. Solid or Flashing Orange:​ The device is either returning to the charging dock or is currently charging.
  3. Solid Red:​ A fault has been detected. Please check the app for specific solutions.
  • Wi-Fi Indicator Light:
    1. Flashing Blue:​ The device is in pairing mode, waiting for connection.
    2. Solid Blue:​ Pairing is successful, and the device is connected to the network.

What smart features are supported by the companion APP for the W9?

The companion APP allows for comprehensive control and management of your W9. Its main functions are categorized as follows:I. Core Cleaning Modes

  • Full-Room Cleaning, Zone Cleaning (specific rectangle areas), Custom Area Cleaning (draw your own shape), and Spot Cleaning (direct the robot to a specific point).
  • Simultaneous support for mopping function control.

II. Smart Management & Settings

  • Map Management:​ Supports saving maps for multiple floors and automatic floor recognition/switching.
  • Scheduled Cleaning:​ Set timed cleaning tasks.
  • Personalized Settings:​ Do-Not-Disturb Mode, Carpet Boost switch, Virtual Walls/Restricted Areas, and Matrix Cleaning Mode (efficient pathing).
  • Advanced Control:​ Remote Control feature, Voice Prompt and Volume adjustment, and consumable usage tracking.

III. Device Maintenance & Updates

  • Firmware Updates, Device Information viewing, Factory Reset, and Log File Upload (for troubleshooting).

This range of features enables precise cleaning control, home adaptation, and convenient maintenance for your W9.

How effective is the W9 at cleaning carpets?

The W9 delivers outstanding performance on carpets. It features built-in intelligent carpet detection technology. When it moves onto a carpeted surface, it automatically increases suction power​ to effectively pull out dust and debris embedded deep within the carpet fibers, ensuring a thorough clean.

What is the W9's "Resume Cleaning after Recharging" feature?

This is an intelligent function of the W9. If a cleaning task is interrupted due to low battery, the machine will return to its dock to recharge. Once the battery level reaches 80% or higher, it will automatically navigate back to the location where it stopped and resume cleaning to complete the remaining area.

Friendly reminder:​ You may notice the W9 starting up and leaving the dock on its own during charging. This is its normal operation to faithfully complete the interrupted task, and is not a malfunction. Please rest assured.

How will the APP and the W9 itself alert me when an abnormality occurs? How should I resolve different errors?

The W9's alert system varies depending on the error type and how it is activated, as detailed below:

1. How to Hear/See Error Alerts?

  • Activated via Device Buttons:​ The machine will announce the error once via voice, and the error status will clear automatically after the announcement (completing the reminder).
  • Activated Remotely via APP:​ The APP will display a pop-up alert, but the error status on the machine will not clear automatically, ensuring you can see the issue continuously through the APP.

2. Error Types and Solutions

  • Self-Recovering Alarms (e.g., Wheels Lifted)

Symptom:​ The alarm will stop automatically immediately after the abnormal condition is resolved (e.g., placing the machine back on the floor).

  • Alarms Requiring Manual Intervention (e.g., Main Brush Entanglement)

Symptom:​ This is a critical safety-related error. The machine will sound the alarm continuously. You must personally check and clear the obstruction, then press the [Start/Power] button​ on the machine to confirm before the alarm will stop. This ensures your operational safety.

How do I set up the network for the W9? What connection methods does it support?

The W9 supports convenient dual-mode setup (Bluetooth and Wi-Fi). You may choose either method. Please ensure your phone is connected to your home's 2.4GHz Wi-Fi network​ and that you have downloaded and registered with the "Vactidy" APP.

Core Step: Enter Pairing Mode

Regardless of the method, you must first put the W9 into pairing mode:

Simultaneously press and hold​ the [Power Button]​ and [Dock Return Button]​ on the device for about 5 seconds, until you hear a prompt tone or see the indicator lights change.

Method 1: Wi-Fi Direct Connection (Standard Method)

  1. Click "Add Device" in the APP.
  2. Your phone system will prompt you to connect to a device hotspot named starting with "Vactidy". Please follow the prompts to connect.
  3. Return to the APP, select your home Wi-Fi network, and enter the password.
  4. Wait a moment until the APP prompts that the connection was successful.

Method 2: Bluetooth-Assisted Setup (Faster Method)

  1. Ensure your phone's Bluetooth is enabled.
  2. Click "Add Device" in the APP. The APP will prioritize discovering the W9 via Bluetooth.
  3. Select your home Wi-Fi network and enter the password.
  4. Your phone will transfer the network information to the W9 via Bluetooth to complete the configuration.

Can the W9 be controlled by multiple phone accounts? What are the rules for binding and unbinding?

Yes, but the following rules must be followed to ensure orderly management:

I. Account Binding Rules

  • Primary Account:​ A single W9 can only be bound to one primary account (Administrator).
  • Shared Accounts:​ The primary account can share device access​ with other accounts. Shared accounts only have basic control permissions​ (e.g., start/pause cleaning) and cannot​ perform operations like custom settings (e.g., Virtual Walls/Restricted Areas, Scheduled Cleaning, etc.).

II. Account Unbinding Rules

  • The primary account can unbind the device at any time. Once unbound, all shared accounts will lose access simultaneously.
  • Shared accounts can voluntarily disconnect their access, which does not affect the primary account or other shared users.

This hierarchical permission system ensures secure and manageable multi-user control of your W9.

What should I do if my W9 fails to connect to Wi-Fi?

Please follow these troubleshooting steps for Wi-Fi setup:Wi-Fi Connection Requirements:

 

Network Check

  • Ensure your Wi-Fi signal is stable
  • Verify your phone is connected to a 2.4GHz network​ (W9 doesn't support 5GHz)
  • Router must have SSID broadcast enabled
  • Confirm W9 isn't blocked in your router's blacklist

Phone Settings

  • iOS Devices (13+):​ Enable Location Services for the Vactidy app
  • Android Devices:​ Grant all requested permissions to the Vactidy app
  • Disable mobile data temporarily (use Wi-Fi only during setup)

Connection Process

  • Restart both your router and W9
  • Follow the in-app pairing instructions carefully
  • Keep your phone close to the W9 during setup

If the "Vactidy-XXXX" hotspot doesn't appear after multiple attempts:Please contact our support team at support@vactidy.com​ with:

  • Your router model
  • Mobile device information
  • Any error messages received

Pro Tip:​ For initial setup, try using a simple Wi-Fi name (without special characters) and password (8-12 characters).

What should I do if my W9's map is lost?

Map loss typically occurs when the machine is moved during a cleaning task.Recovery Steps:

  1. Automatic Recovery:​ Place the main unit directly in front of its charging dock and let it attempt an automatic map recovery.
  2. Manual Recovery:​ Go to the "Map Management" section in the APP and tap "Use Map" to try restoring it manually.
  3. Remap if Needed:​ If the methods above are ineffective, please perform a complete new mapping run.

For further assistance, contact support at support@vactidy.com.

Why does my W9 fail to create a map?

Mapping failure is due to an incomplete process. Successful map creation must meet two essential conditions:

  1. The machine must start cleaning from the charging dock.
  2. The machine must automatically complete a full cleaning cycle of the entire area and return to the charging dock on its own.

If the cleaning process is manually interrupted or not fully completed, it will result in mapping failure.

What should I do if my W9 cannot return to charge or fails to charge properly?

Please follow these steps to troubleshoot the issue:

I. Basic Checks (User Self-Service)

  • Power Check:​ Ensure the charging dock's power cable is securely connected and its indicator light is on.
  • Connection Check:​ Confirm the charging contacts on the main unit's base are clean and making proper contact with the dock's contacts. The power button light should blink to indicate charging is in progress.
  • Environment Check:​ Ensure sufficient clear space (recommended >1.5 meters) in front and on both sides of the charging dock, free from obstacles.
  • Sensor Check:​ Gently wipe the lenses (sensors) around the main unit to ensure they are clean, preventing signal reception issues.

II. Hardware Issue Diagnosis & Handling

  • Charging Dock Issue:​ If the dock's indicator light is off or its contacts are rusty, the charging dock may need replacement.
  • Repair Needed:​ If the problem persists after replacing the dock or if the cause is not listed above, please contact support at support@vactidy.com​ to arrange for inspection and repair.

I noticed that the W9 releases water intermittently during mopping. Is this normal?

Yes, the "uneven" water discharge you observed is part of the W9's intelligent water-saving design, not a malfunction. Here's how it works:

 

Startup Preparation:

When activated, the machine rotates in place for 15 seconds​ to fully moisten the mopping pad, ensuring effective initial cleaning.Mopping Process:During operation, the system uses an intermittent water release method​ to prevent over-wetting the floor and conserve water. The cycle varies by settings:

  • Low Water Mode:​ 50-second cycle​ (3 seconds water on, 47 seconds off)
  • Medium Water Mode:​ 35-second cycle​ (3 seconds water on, 32 seconds off)
  • High Water Mode:​ 25-second cycle​ (3 seconds water on, 22 seconds off)

This design ensures optimal moisture control for efficient cleaning while extending the water tank's usage time.

W11

How to operate the basic buttons of the W11?

The W11 features simple and intuitive manual controls. The specific functions are as follows:

  • Power On:​ While the device is powered off, press and hold the power button for 3 seconds.
  • Power Off:​ While the device is powered on, press and hold the power button for 3 seconds.
  • Start/Pause Cleaning:​ Briefly press the power button. Press once to start cleaning; press again to pause (enters standby mode).
  • Start Return to Dock:​ Briefly press the 'Return to Dock' button. The machine's indicator light will flash orange, and it will begin returning to the charging dock.
  • Wi-Fi Pairing:​ While the charging dock is powered on, simultaneously press and hold the power button and the 'Return to Dock' button for 5 seconds until the indicator light flashes, indicating it has entered pairing mode.

What do the indicator lights on the W11's power button mean?

The color and state of the indicator light represent the machine's current status:

  • Solid Blue Light:​ The battery is fully charged, and the machine is in standby mode. (The indicator will automatically turn off after 10 minutes of standby to save power.)
  • Solid Orange Light:​ The battery level is very low and requires charging as soon as possible.
  • Slow Blinking Orange Light:​ The machine is currently charging.
  • Blinking Red Light:​ An abnormality or fault has been detected. Please perform checks as prompted or refer to the manual.

What is the battery life of the W11?

The W11 is equipped with a 2600mAh battery, and its runtime varies depending on the selected suction power level. The theoretical operating times (from full charge to depletion under standard conditions) are as follows:

  • Quiet Mode (Low Suction):​ Up to 150 minutes
  • Standard Mode (Medium Suction):​ Approximately 120 minutes
  • Max Mode (High Suction):​ Approximately 80 minutes

How to restore the W11 to factory settings? What data will be erased?

Operation Path:​ Please go to the Settings​ interface in the app, locate and tap the "Restore Factory Settings"​ option, then confirm the operation.Result:​ The machine will immediately perform the following actions:

  • Unbind from the currently linked app account.
  • Erase all data stored on the machine (such as maps, cleaning records, etc.).
  • Restore the machine to its initial state. The system language will default to the last set language.

What network connection methods does the W11 support, and what are the specific steps?

The W11 supports two smart network connection methods: Bluetooth​ and Wi-Fi.

 

I. Entering Network Setup Mode

After powering on the device, simultaneously press and hold the [Power Button]​ and [Dock Return Button]​ for about 5 seconds. When you hear a prompt tone and the indicator light pulses green, it indicates the device has entered network setup mode.

 

II. Wi-Fi Network Setup Steps

  1. Ensure your phone is connected to your home's 2.4GHz Wi-Fi​ network.
  2. Download and log in to the "Vactidy"​ app.
  3. In the app, select "Add Device", then choose the Wi-Fi setup​ method.
  4. Select your home Wi-Fi network and enter the password.
  5. Follow the in-app prompts to connect to the hotspot broadcast by the W11.
  6. Wait for the successful connection confirmation.

III. Bluetooth Network Setup Steps (Recommended - Faster)

  1. Ensure your phone is connected to your home's 2.4GHz Wi-Fi​ network and that Bluetooth is enabled​ on your phone.
  2. Download and log in to the "Vactidy"​ app.
  3. In the app, select "Add Device". The app will automatically search and guide you through the Bluetooth setup process.
  4. Select your home Wi-Fi network and enter the password.
  5. Your phone will send the network information to the W11 via Bluetooth. Wait for the setup process to complete.

What smart features are supported by the companion APP for the W11?

The companion APP offers comprehensive control and management of your W11, organized into the following key functional areas:

1. Main Control Interface (Core Controls)

  • Start / Return to Dock
  • Whole-House Cleaning
  • Edge Cleaning (focuses on cleaning along walls)
  • Spot Cleaning (targets a specific area)
  • Remote Control (allows manual driving of the robot)

2. Additional Functions (Smart Settings)

  • Scheduled Cleaning (set automatic cleaning times)
  • Cleaning History (review past cleaning sessions)
  • Locate Robot (find your W11 on the map)
  • Virtual Walls (set restricted areas)
  • Parts Life Tracker (monitor the status of consumables like brushes and filters)

3. Settings (Device Management)

  • Rename Device
  • Device Information (view model and software details)
  • Share Device (grant access to other users)
  • Firmware Updates
  • Restore Factory Settings / Unbind Device

Can multiple users control the W11 via their phones? What are the differences in permissions? Will data be lost after unbinding?

Yes. The W11 uses a primary account management system with the following specific rules:

  • Primary Account (Administrator):​ There is only one primary account. It has full control​ over the device, including all settings (such as No-Go Zones, schedules, etc.), and can share device access with other users.
  • Shared Accounts:​ These accounts can only perform basic operations​ (such as starting a clean or sending the robot back to the dock). They cannot modify any settings​ configured by the primary account (like No-Go Zones, Virtual Walls, etc.).
  • Unbinding Rule:​ If you unbind the device by pressing and holding the "Power" + "Dock Return" buttons, the historical maps and all custom settings stored on the machine will be preserved​ and will not be erased.

What do the indicator lights on the W11's Auto-Empty Station mean?

Basic Use:​ The Auto-Empty Station must remain powered on at all times to ensure the automatic dust emptying function operates correctly.

Indicator Light Meanings:

  • Solid White Light:​ The station is powered on and in standby mode.
  • Slow Blinking White Light:​ The main robot is charging on the station.
  • Rapid Blinking White Light:​ The station is actively performing the automatic dust emptying process.
  • Blinking Red Light:​ An abnormality or fault has been detected with the station. Inspection and troubleshooting are required.

What should I do if the Auto-Empty Station's indicator light is blinking red?

A blinking red light indicates an abnormality during the dust emptying process. Please first check and reinstall (or replace) the dust bag. If the problem persists, it indicates a malfunction of the Auto-Empty Station itself. Please contact our customer support at support@vactidy.com​ for repair or replacement.

What should I do if the W11's automatic dust emptying is not working?

Please troubleshoot in the following order:

  1. Function Setting:​ Confirm that the automatic dust emptying function is enabled in the app.
  2. Replace Consumables:​ Check and replace the dust bag, which may be full or clogged.
  3. Clean the Duct:​ Unscrew the bolts at the base of the Auto-Empty Station and clean the dust transfer duct to ensure it is clear.

If the issue persists after performing all the above steps, it may indicate a malfunction of the Auto-Empty Station unit itself. Please contact our customer support at support@vactidy.com​ for repair or replacement.

How to troubleshoot excessive noise during W11 operation?

Unusual noise is typically caused by component entanglement or blockages. Please immediately pause operation and perform the following checks:

  1. Inspect and clean the side brush, removing any wrapped hair, threads, or debris.
  2. Empty the dustbin​ completely.
  3. Ensure all components are free of obstructions before restarting.

If the issue persists after cleaning, please contact our technical support team at support@vactidy.com​ for further assistance.

4. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (VISA, MASTER, MAESTRO, JCB, American Express, Diners Club, Discover, Klarna), PayPal, and Apple Pay.

How to request a refund after placing an order?

Please contact our customer service team at support@vactidy.com. We will process your request as quickly as possible.

Do I need to pay any additional taxes?

No, all taxes are included in the product price.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

5. Shipping Questions

Which countries do you deliver to?

We offer worldwide shipping to most countries. To check specific availability for your location, please add a product to your cart and proceed to the checkout page - the system will automatically display shipping options for your region.

What is the estimated delivery time?

Orders typically take 3-7 days for processing and shipment to our local warehouse, followed by 14-30 days for international delivery via carriers including UPS, DHL, EMS, and FedEx.

Are there any shipping restrictions?

  • Products with UK plug specifications​ can only be delivered within the United Kingdom.
  • Remote areas may require additional shipping arrangements.
  • Please use the checkout page to verify real-time shipping availability to your location.

How much does shipping cost?

We currently offer free standard shipping on all orders to supported destinations.

What shipping carriers do you use?

We partner with major international carriers including UPS, DHL, EMS, and FedEx to ensure reliable delivery.

6. Service Questions

How can I contact customer service?

We are committed to providing tailored support to meet your specific needs. Please feel free to contact our customer service team at support@vactidy.com.

Where can I find product manuals or troubleshooting guides?

Product manuals and support resources are available in the "Support"​ section of our website. You can access user manuals, FAQs, and policy details directly from the main menu.

How convenient are after-sales service and repairs?

We provide multiple convenient after-sales support channels to ensure a smooth experience:

  • Spare Parts Purchase:​ Commonly used accessories are available for direct purchase in the "Accessories" section of our official website.
  • Malfunction Handling:​ If your device malfunctions, is damaged, or your model is not listed on the website, please contact our support team via email for a personalized solution.

Are there any hidden charges or service issues with after-sales support?

We adhere to transparent and reasonable after-sales principles:

  • Warranty Coverage:​ Non-human-induced damages during the warranty period are repaired free of charge.
  • Complimentary Consultations:​ All after-sales inquiries are free of charge.
  • Transparent Pricing:​ If repair or part replacement requires payment, we will clearly explain the cost breakdown in advance and proceed only with customer confirmation.

App Connection Example

Still have questions? Contact our customer team for support.

Contact us