Local Warranty & Repair Procedures

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

Atlantica Pico Asia has authorized distributors and resellers all over the world. Our authorized distributors and resellers provide after-sales service to customers directly, including return/replacement and technical support help. We recommend you buy Atlantica Pico Asia products from local distributors or resellers, so that you can get quick and convenient service directly.

Atlantica Pico Asia & our distributors/resellers have 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 Authorization number (RMA#). Write down the RMA# and problem of the product on your warranty card, and finally put the card 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 Re-seller & Authorised Online Re-Seller.

FAQ/Troubleshooting 

Battery & Charging FAQ :

Device Only Accept 2.4GHz Wifi Signal .

  • Ensure Mobile Wifi Signal is Connected under 2.4GHz During Pairing/Blinding.
  • After Blinding completed ,Eques Mobile apps are 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 as the Main Device will be keep on searching for Wifi Signal  as to connect the router. Device will not go in Power saving mode which causes Battery drain off easily.

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

-Do not Use Low quality ( third party brand) or old years back router . This router are unstable on the Wi-Fisignal which causes the unit to power up more battery to connect the signal.

  • 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 the battery power usages. Recommended to to switch to Low detection sensitivity in ⚙️setting ( PIR Detection). Or switch off PIR if the traffic is  too heavy outside your corridor. Notes : continue on high traffic movements ( high detection sensitivity mode) will increase battery usage.

  • Switch the PIR Detection mode on Mobile / Main Device ( Detection Sensitivity  ) to Low or Tap off mode on the Button.

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

Charging of device:

Use only the supplied correct USB cable to charge with Device attached unplug from the Camera .

Optional charging – Use your own Power bank with correct USB port / Cable to charge on the device  on attached unplug  from the Camera .

  • Important Note : Do not remove the main device for charging . Ribbon attached from camera to device will be loosen in time and will cause the device unable to function well . 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 Connecting Head Pin . 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 .

-Camera Check in for Repair / Exchange .

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

  •  

Important Notes : Camera Ribbon / Pin Connector not Under warranty on self-damage of Ribbon. charges will 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 Application not connected to Device 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.
  • 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 .
  • 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-Fisignal will show disconnected as the unit will keep searching and connecting with the router when the signal is Low or unstable.

 

Do not Use Low quality ( third party brand) or old years back router . This router are unstable on the Wi-Fisignal which causes the unit 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 .

Blinding the device

Ensure mobile is connected only to your Home Wi-Fi @ only 2.4ghz .

ImportantNote : 5ghz Wi-Fi signal will failed on blinding the device.

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.