How long will it take to receive my order?

Orders typically arrive within 3-7 business days. We strive to deliver your items as quickly as possible. If a product is out of stock or any unexpected issues arise, we will notify you in advance.

How to track my order?

Please track your order at our Tracking Order Page

My order is marked delivered but I can't find it

Check your order status on the [Tracking Order page] or the logistics company’s tracking site.Step 2:Look around your home for the package — check near the doorway, mailbox, garage, garden, or with family members or neighbors.Step 3:If you still can’t find it, please contact the carrier for more delivery details, or reach out to us at service@x-sense.com for further assistance.

How to cancel my order?

Please understand that only unshipped orders can be canceled. Please contact service@x-sense.com as soon as possible to verify the status of your order. If it has not been shipped, our support staff will help you cancel the order and refund the money. If your package has been shipped, you can choose to refuse it when you receive it, and the package will be returned to us.

How to return the products?

Nous proposons un service de retour de 60 jours pour les produits non activés. Veuillez nous indiquer la raison de votre retour et envoyer une photo de l’emballage d’origine ou non ouvert pour confirmation. (Si le colis n’a jamais été ouvert, il suffit de prendre une photo de l’extérieur de la boîte.)Une fois vos photos reçues, nous vous guiderons à travers le processus de retour. Comme il ne s’agit pas d’un problème de qualité, les frais de retour seront à votre charge.Politique de remboursement :Remboursement à 100 % dans les 30 jours suivant la livraisonRemboursement à 80 % dans les 45 joursRemboursement à 60 % dans les 60 joursAucun remboursement après 60 joursPour plus de détails, veuillez consulter notre [Politique de retour et de garantie].

How to exchange the products?

If your order hasn’t shipped, please contact us at service@x-sense.com to cancel and reorder the correct model. If it has already been delivered, exchanges are not supported. However, if the detector is unactivated and in resellable condition, you can return it and place a new order.Please send a photo of the original packaging (without opening it if unopened) for confirmation. Once we receive your photos, we’ll guide you through the return process.Since this is not a quality issue, the return shipping cost will be your responsibility.Refund policy:100% within 30 days of delivery80% within 45 days60% within 60 daysNo refund after 60 daysFor full details, please visit [Returns & Warranty Policy]

What is the return policy?

Please check our Return Policy here.

What is the warranty policy?

Please visit the page to read more: Returns and Warranty

How can I extend the warranty for my product?

Please visit the page to read more: Extend-Warranty

How do I delete my app account?

To protect user privacy, we do not modify or delete account information on your behalf. You can delete your account by following these steps: - Open the app and go to the Account section - Tap your Avatar to enter the My Account page - Select Delete My Account This action will permanently remove your account and all associated data from our system. Please note that if you create a new account using the same email address in the future, any previous data will be unrecoverable.

How can I use my account on multiple devices at the same time?

Please note that one account cannot be logged in on two devices simultaneously. We recommend creating separate accounts for each device. The primary account can then share devices with the secondary account, allowing both devices to monitor and receive alerts from the same system. Here is how to use the sharing feature in the app: - Download the X-Sense Home Security app on the second device. - Create a new account using a different email address and log in. - On your original device, open the app and tap the Share button next to the device you want to share. - Fill in the required information and select the devices to share. Make sure the email address entered on the User Invitation page matches the one used in Step 2. - An invitation will be sent to the app on the second device. Once completed, both devices will receive alert notifications whenever the shared alarms are triggered.

What should I do if my detector battery is dead or it shows low battery?

If your detector's battery is replaceable, we recommend replacing it yourself to see if the issue persists. If so, please send your order invoice and a video of the problem to service@x-sense.com. We'll verify the issue and provide a solution as soon as possible.

Why does my device beep once every minute?

This indicates a low battery. Please follow these steps: Check if the battery is user-replaceable: If yes, please purchase the correct battery model (check the label on the device or the user manual for the specific type) and replace it. If the battery is not user-replaceable, and the device is within its 5-year warranty period, please contact service@x-sense.com for a replacement.

What should I do if the device stops working or the button is unresponsive?

Please check the following items in order: Step 1: Check Installation - Ensure the device is correctly mounted on the mounting bracket and powered on. Step 2: Test the Device - Briefly press and immediately release the test button. Listen for an alarm sound. Step 3: Observe the Indicator Light - In a dim environment, check if the indicator light flashes approximately once every 60 seconds. If the issue persists after completing all the steps above, please contact service@x-sense.com for further assistance.

What should I do if my device displays "ERR" or prompts for immediate replacement?

Please check the following: Verify the Environment: Ensure the operating temperature is between 4.4��C and 37.8��C (40��F and 100��F) and the humidity is below 85%. Extreme temperature or humidity can cause device malfunctions. Reset the Device: Please try resetting the device and observe if it returns to normal operation. Reset Procedure: Quickly press the Test/Silence button 4 times. The alarm will beep once. Then, press and hold the Test/Silence button until it beeps again. If the "err" message persists after the reset, please contact service@x-sense.com for further assistance.

What should I do If my base station suddenly went offline/keeps disconnect?

If your home Wi-Fi network is functioning properly and no changes have been made (such as SSID or password updates), please try the following steps to reconnect your base station: 1. Disconnect the base station from power and restart your modem/router. 2. Place the base station directly next to your router. 3. Plug the base station into a power outlet. 4. Wait until the yellow LED (X) blinks continuously. Then check if it briefly turns off before switching to a steady blue light��this indicates a successful connection. If the issue persists, please send the following information to our customer support team for further assistance: - A copy of your purchase receipt or a screenshot of your order details - A photo showing the current status of the base station��s X LED indicator We��ll get back to you as soon as possible to help resolve the issue.

Why is my water leak sensor triggering false alarms even when there's no water nearby?

Please note that the water leak sensor uses highly sensitive probes, and false alarms may occasionally occur due to the following conditions: - Uneven surfaces: Placing the sensor on a slanted or uneven surface may cause inaccurate readings. Make sure it's positioned flat and level. - High humidity: Excess moisture in the air especially near bathrooms, dishwashers, or during damp weather can trigger false alerts. - Contact with metal: Even if there are no visible metal objects nearby, accidental contact between the probes and a metal surface (top or bottom) can cause a false alarm. We recommend wiping the sensor completely dry and relocating it to a dry, well-ventilated area away from any potential water sources. This will help determine whether the issue is caused by the device itself or environmental factors. If the problem persists after drying and repositioning, please reach out to our customer support team for further assistance.

Does the app support 5 GHz WiFi?

Unfortunately, our devices currently support only 2.4 GHz WiFi and do not work with 5 GHz or dual-band (2.4 GHz + 5 GHz) networks. To check your WiFi band: - Log in to your router's admin interface to view the network settings; - Or contact your router manufacturer for assistance. Tip: If your router supports dual-band, you can usually configure separate SSIDs (network names) and passwords for the 2.4 GHz and 5 GHz bands. This allows you to connect your X-Sense device to the 2.4 GHz network while keeping other devices on the 5 GHz band for optimal performance.

How can I change the language on the base station?

Currently, the SBS50 Base Station only supports English, and other languages are not yet available. However, our team is actively working on expanding language support. More options will be introduced in future updates. Stay tuned by subscribing to our newsletter or checking our website for the latest announcements.

How many devices can one base station support?

Each base station can support up to 50 devices. However, specific device types have their own connection limits: - STH51/STH0A Thermometer Hygrometer Sensor: Supports up to 10 units - SKP0A Keypad: Supports up to 6 units Please plan your setup accordingly to ensure optimal system performance.

How many base stations can I add to one account?

You can add up to 5 base stations per account. To add multiple base stations, follow these steps: - Tap the top-left corner of the app to create a new House. - Once the new House is created, tap the "+" icon in the top-right corner to add a new base station. This allows you to manage multiple base stations under one account by organizing them into separate Houses.

Why didn't my phone sound an alarm when I tested the detector?

Please note that Test Mode and Alarm Mode are two distinct states. When you press the Test/Silence button on the detector or tap Device Test in the app, the device performs a self-check. This does not trigger an alarm sound on your phone. Your phone will only sound an alert when the detector enters Alarm Mode due to an actual smoke hazard or carbon monoxide (CO) leak.

Why is the green LED not light up?

Regarding your concern about the green standby light. Please rest assured this is not a defect. The green LED flashes approximately every 60 seconds in standby mode, but the light is intentionally designed to be very dim to minimize disturbance in dark or quiet environments such as bedrooms. We recommend observing the alarm in a dark room, where the faint green flash will be more visible. If the LED remains completely inactive under any conditions, please contact service@x-sense.com for further assistance.

I can't add my device to the app. What should I do?

We're sorry to hear you're experiencing this issue. First, please check the model of your device (usually found on the back). Note that only Wi-Fi devices or Link+ Pro series are compatible with the app. If your device falls into one of these categories, please send the following information to our customer support team so they can assist you further: - A copy of your purchase receipt or a screenshot of your order details - A photo of the device's back showing the model information (if you have a base station, please include its back photo as well) - A short video showing your attempt to add the device, this helps us identify where the issue occurs These details are very helpful for troubleshooting. Our support team will get back to you as soon as possible once they receive your message.

Can I mute my detector in advance?

In compliance with safety regulations, detectors cannot be muted in advance. The Silence function becomes available only after an alarm is triggered, and it allows up to 9 minutes of silence. This ensures that in the event of a real emergency, the alarm remains audible and can be promptly noticed to protect you and your household.

My temperature and humidity sensor uploads data slowly. (Thermo-Hygrometer)

Please note that the sensor updates data at a minimum interval of 1 minute. If you refresh the app within that time, it will continue to display the previous reading. If the data still doesn't update after 1 minute and a manual refresh, please send the following information to our customer support team for assistance: - A copy of your purchase receipt or order confirmation - Screenshots showing the issue in the app Our support team will help investigate and provide a solution as soon as possible.

How do I enable Entry Delay/Exit Delay? (Home Security System)

To set up Entry and Exit Delay in the app, follow these steps: - Open the app and navigate to the Control tab. - Tap the Settings icon in the top right corner. - Choose either Home Mode or Away Mode, depending on which one you'd like to configure. - Under the selected mode, you'll find options for Entry Delay and Exit Delay. You can adjust these settings separately for each mode. Once configured, the delay feature will be activated, allowing you to use your keypad as intended.

Why did my arming operation fail? (Home Security System)

This may be due to one or more sensors being in an abnormal state��for example, a door sensor being open, which interrupts the arming process. You can proceed with activation by pressing the checkmark (?) button on the keypad. This will instruct the system to bypass the open door and continue switching to Home or Away mode. Once the door is closed, the door sensor will automatically return to Home/Away status, and your entire system will be fully armed in the selected mode.

My temperature and humidity sensor keeps showing -40℃. (Thermo-Hygrometer)

The sensor is not designed for outdoor use, extremely cold environments (such as inside a refrigerator), or areas with high humidity. These conditions can cause internal condensation, which may lead to short circuits or other malfunctions.To restore the device, please try the following steps:Remove the device from the app.Replace the battery in the sensor.Reset the device by pressing the button on the back 4 times quickly, then wait 1 second and hold the button.Re-add the device to the app and check if the issue persists.If the problem continues after these steps, please contact our customer support team for further assistance.

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