Aqara product support
Official manuals and guides by sensor, camera, lock, controller, hub and lighting category.
Choose your purchase country and product. Contact options and eligibility vary by market and seller.All brands
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Aqara support & feedback
Get help with Aqara hubs, sensors, cameras and smart locks, find official service routes and share your experience with JetonTrack.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
The brand’s regional team can assess product faults and warranty requests. The original seller handles its order, return and refund process. Identify the product variant, seller and country before requesting service; coverage is not automatically worldwide.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
Contact Aqara support
Official support contact for product or store enquiries; choose the relevant market.
Choose your purchase country and product. Contact options and eligibility vary by market and seller.Sources checked:
Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
An Aqara sensor cannot join a hub or an automation does not trigger. What helps?
Give both sensor and hub models, firmware, app region and the automation’s trigger/action. Ask support to check the exact compatibility and distinguish pairing, device reporting and automation execution before resetting the system.
My Aqara device works in its app but not in Apple Home, Matter or another ecosystem. What should I send?
List the device variant, hub/controller, firmware and integration method. Name the missing function, since available features can differ by ecosystem. Share redacted error screenshots with Aqara, without access, pairing or door codes.
How do I request Aqara warranty or repair service?
Provide the model, serial number, proof of purchase and fault evidence through the official route below. Ask the regional team to confirm eligibility, any assessment charge and the approved repair or replacement process before dispatch.
I need to return my Aqara purchase or follow up a refund. Who handles it?
Open the original order with the seller. Explain whether this is a product fault, unwanted purchase or delivery problem, as the route can differ. Keep written return approval and tracking; ask the seller separately about receipt and refund status.
Before you contact support
- Exact model, serial number, seller, purchase country and receipt.
- Aqara device and hub models, app region/version, firmware and connected ecosystem; do not share door codes or pairing codes publicly.
- When the issue began, the checks already attempted and an existing service reference. Keep passwords and verification codes private.
- For a return: the seller’s approval, packing instructions, label and dispatch receipt. Ask for instructions before sending equipment.