Local Warranty & Repair Procedures

Atlantica Pico Asia provides limited warranty for products that have manufacturing defects in materials and workmanship.

We have Our authorised distributors and resellers provide after-sales service to customers directly, including return/replacement and technical support help. We recommended you to purchase our products from local distributors or resellers, so that you can get Local Warranty with quick and convenient service directly.

All distributors/resellers have to produce the Serial Number and Invoice Number of products to confirm their warranty period. When you need to return the product, please contact your distributors/resellers and ask for a Return Merchandise Authorisation Confirmation.Kindly produces the request documents and problem of the product , and finally put the warranty card & receipt together with the product to return it.

If you have any problems to communicate with your distributor/reseller, please email to salesteam@atlantica-pico.com.sg and we will help you.

Direct Customers FAQ/Troubleshooting issue & Repair Procedures

Atlantica Pico Asia provides limited warranty for products that have manufacturing defects in materials and workmanship For Local Direct Customers on Buying From Authorised Online Re-Seller And Stores .

FAQ/Troubleshooting 

Blinding/ WiFi FAQ :

Blinding the device

ImportantNote : 5ghz Wi-Fi signal will in result of blinding failed.

Note: Device Only Accept 2.4GHz Wifi Signal on blinding  .

  • Ensure Mobile Wifi Signal is Connected under 2.4GHz During Pairing/Blinding.
  • After Blinding completed ,Eques Mobile apps will be able to login and view in 2.4GHz/5GHz both signal.

-Ensure Router is Near Eques unit within (1-3meter ) with no blockage wall.

  • Try Move the Router Nearer to the Device or adding WallPlug Wifi Router Extender .

-LowWi-Fi signal will drain off the batter power fast, the Main Device will be searching for Wifi Signal continuously for stable connection. Device will not go in Power saving mode which will effect Battery drain off easily.

  • Try Move the Router Nearer to the Device or adding WallPlug Wifi Router Extender .

-Do not Use Low quality ( unkown brand) or old years back router . This router are unstable on the Wi-Fi signal ,Device will not go in Power saving mode which will effect Battery drain off easily.

  • Try Move the Router Nearer to the Device or adding WallPlug Wifi Router Extender .

-Ensure the motion detector is in correct mode . High traffic of movements will increase battery power usages. Recommended to to switch to Low detection sensitivity in ⚙️setting ( PIR Detection). Recommended to switch off PIR mode if the traffic is  too heavy outside your corridor.

Notes : Continuously on high traffic movements with ( high detection sensitivity mode) will increase battery usage.

  • Tab the PIR Detection mode on Mobile / Main Device ( Detection Sensitivity  ) to Low Sensitivity or Tab off mode on the Apps.

Battery last estimated from minimum 8-14days. Power saving depending on the settings and flow of the traffic daily .

Charging of device:

Use only the supplied correct USB cable to charge .Do not Remove the Device from the Camera for Charging  .

Optional charging – Use your own Power bank with correct USB port / Cable to charge on the device .Do not Remove the Device from the Camera for Charging  .

  • Important Note : Do not remove the Main device for charging . Ribbon attached from camera to device will be loosen or Damage in time which will causes device unable to function  properly . There will be a service charge of SGD $40 of replacing the ribbon cable if the socket or ribbon cable become loosen or self damage.

-Carefully handle the ribbon

Do Not Blend /Twisted /Flatten fold or damage the Ribbon during installing.

 Important Notes: There will be a service charge of SGD $40 of replacing the ribbon cable if the socket or ribbon cable become loosen or Damage. All Camera are tested before Delivery to reseller or Direct customers .

– Check in for Repair / Exchange .

  • Send Email (Salesteam@atlantica-pico.com.sg)with Serial Number /Invoice number/Model and a Screenshot of Eques Apps login on the main top right ⚙️ setting page.

  •  

Important Notes : Camera Ribbon / Pin Connector not Under warranty on self-damage of Ribbon. Charges applies. 

Charging Cable unable to plug in deal to door flames blockage.

  • Contact the installer or seller on purchase a additional bracket to install to avoid cable unable to plug in with blockage.

Mobile EQUES Application OffLINE FAQ

-Not Receiving Notice of messages or disconnected from Main unit .

  • Check Mobile Notification Setting is Allow in Setting . ( Both Android & IOS )
  • Delete and re-install Eques Apps. ( Allow all prompt during installing )
  • Check with Your Re-seller ( Is Eques Main server upgrading or Maintaining ) Reason : Android & IOS apps needs to be upgrade during mobile firmware upgraded . 
  • Ensure choose  (Autogenerating) server in main page before login in . 
  • Ensure Device is connected to your Home 2.4GHz wifi signal with Full Bar Wifi Signal .
  • Ensure Battery power percentage is enough to power on.

Important Notes : kindly ensure of ID is created in Server ( Autogenerating ).

Main pages before login in , below right corner( There is a click link of Change Server) clicks on it and select to (Autogenerating).

Important Note: Server must be in ( Autogenerating ) or application apps will have issue of not well connected between accounts and the Main Doorbell system

EnsureRouter is Near Eques unit within (1-3meter ) with no blockage wall.

LowWi-Fi signal will result of device in OFFLINE mode, Device will continuously search of  connection when the signal is Low or unstable which will effecting your device functioning .

Do not Use Low quality ( third party brand) or old years back router . This router are unstable on the Wi-Fi signal which effect the device to be disconnected easily .

Suggestions: Try to move the Router nearer to the doorbell or get a Wi-Fi extended plug . Doorbell will be able to function well if the signal is stable and strong .

Send products log :

Log in to Doorbell page , click on the the TOP left selection. ⚙️ select App Setting, then click the product Log .( It will send your Products Log results to Agent ) Technicians will be able to understand more on your products results.

Last , click on to ( User Feedback in the ⚙️) in put your Emails and feedback of the issue you having . Kindly also input a Product log have being send kindly check on my device . Our customers service & Technicians will get back once we got your feedback.

Lastly, Contact the Authorised Dealer for send in device for checking  which you brought from if problems still not solved

By Eques ( Singapore )

Atlantica Pico Asia PTE LTD

If you have any problems to communicate with your distributor/reseller, please email to salesteam@atlantica-pico.com.sg and we will help you.