Support

General, Technical and Sales Inquiries

Welcome to NEUsmart Support

Frequently Asked Questions

1. Why don’t you support earlier versions of Android or iOS?

We highly recommend keeping your device updated to the latest possible iOS & Android OS for the best possible results.

There are many improvements that Android and Apple makes to their operating systems in order to better support newer technologies, like Bluetooth 4.0 (Low Energy) and above, which the NEUsmart light(s) support.

Earlier versions of operating systems would not fully support the software requirements of our app, and would result in a severely unstable connection with the NEUsmart light(s). In order to provide the best possible product, we are unable to support earlier OS versions at this time.

2. What Android devices are supported?

Requires devices with Bluetooth 4.0/Bluetooth Smart running Android 5.0+

  • Samsung Galaxy S4, S5, S6, S7 and S8
  • Samsung Galaxy Note III, IV, V, VII and VIII
  • Google Nexus 5 and 7 (2nd Gen) only
  • Other Android devices may be compatible – please check Google Play to verify your device is compatible with the NEUsmart app. If you’re using an unsupported device, it’s possible that the app will not display in the search results or you will receive a message that your device is unsupported.

To find the NEUsmart app on Google Play, simply search “neu-smart” and download the app.

NEUsmart may work with devices on Android OS 4.3 or higher, but as Google releases new versions of Android, NEUsmart will be unable to continue to support older versions of Android.
Periodically, Google may make changes in the Android operating system that affect Bluetooth connectivity, negatively or positively, so please reach out to support@neu-smart.com  if you are experiencing Bluetooth connectivity issues.

We highly recommend keeping your device updated to the latest possible iOS & Android OS for the best possible results.

Please noteAs technology changes, we will make every effort to remain backwards compatible for as long as we can. As changes are made to your device’s operating system, sometimes important and necessary changes are made that prevents NEUsmart from working at an optimal level on earlier versions. After careful review and testing, we may make the decision to change our minimum supported requirements. Please reach out to support@neu-smart.com if you have any questions!

3. What iOS devices are supported?

Requires devices with Bluetooth 4.0/Bluetooth Smart running iOS 8.0+

  • iPhone 5, iPhone 5s, iPhone 5c, iPhone 6, iPhone 6+, iphone 7, iphone 7+
  • iPad 4th Gen, iPad Air 2, iPad Pro
  • iPad Mini 3 and 4

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To find the NEUsmart iOS app on your device, simply search “neu-smart” and download the app. For iPad users, you’ll need to search for “iPhone Apps only”.

As Apple releases new versions of iOS, please ensure your device is updated to the latest version. There can be changes to the operating system that affect Bluetooth connectivity, so it’s always best to stay up-to-date and be informed of how OS updates will affect your device.

Please note: As technology changes, we will make every effort to remain backwards compatible for as long as we can. As changes are made to your device’s operating system, sometimes important and necessary changes are made that prevents NEUsmart from working at an optimal level on earlier versions. After careful review and testing, we may make the decision to change our minimum supported requirements. Please reach out to support@neu-smart.com if you have any questions!

4. Will the NEUsmart app drain the battery power on my device?

We chose Bluetooth smart mesh because it uses very little energy and won’t drain your battery life.

5. What is the range of Bluetooth MESH?

Each NEUsmart light(s) has an estimated 10-15m+ range, and multiple NEUsmart light(s) can communicate with one another through the wireless mesh to pass on commands and extend the signal range beyond the typical range of an individual light(s).

Bluetooth smart mesh has a typical range of an estimated 50m and beyond. Bluetooth signal range can be reduced by the amount of obstructions in the way, for example, walls and furniture. This is why we estimate a 10-15m+ range, because of the amount of interference that could be experienced in a standard home or commercial environment.

6. I cancelled the app download, and now I can’t re-download the app!

If you try to download the app and accidentally cancel the download or the download does not complete, you might receive an error message or difficulty completing the download. We recommend that you delete the app and try reinstalling the app again.

Please reach out to our support team at support@neu-smart.com if you continue to have any issues downloading the app and we can help you out. Thank you!

1. Can more than one smartphone be used to control the lights?

The number of smartphones that can be used to control the lights is dependent on the number of NEUsmart lighting products that are being installed. If one NEUsmart light is installed, then only one smartphone can control the light. If two NEUsmart lights are installed, then two smartphones can be used to control the lights. If five NEUsmart lights are installed, then 5 different smartphones regardless whether it is operating on an iOS or Android system can be used to control the lights.

2. How do I Reset the NEUsmart lighting products?

To reset the NEUsmart light(s), they require power to be fully lost before they’ll reset. The capacitor in the NEUsmart light(s) requires a small delay for the power to completely be lost. As such, you need to wait for approximately thirty (30) to forty (40) seconds after the light(s) have been switched off before proceeding with the following action appended below:

You’ll need to turn the switch off and then on again in two (2) short sequences followed by one (1) long sequence:

This pattern will trigger the NEUsmart light(s) to reset:

  1. Turn off – count 1, 2, 3, 4, 5 then turn on, count 1 then turn off
  2. Turn off – count 1, 2, 3, 4, 5 then turn on, count 1 then turn off
  3. Turn off – count 1, 2, 3, 4, 5 then turn on, count 1, 2, 3, 4, 5 then turn off

After (3), turn the smart light(s) on again. When the NEUsmart light(s) is reset, it will blink three (3) times in a bright white color. Your NEUsmart light(s) is now reset! To pair NEUsmart light(s) with the app, go to “Operations” and select “Add New Device.”

3. I’m no longer able to connect to my NEUsmart light(s)!

You may encounter an issue when your app does not connect to your NEUsmart light(s). Because NEUsmart uses Bluetooth smart mesh, the Bluetooth connection might drop when the NEUsmart app is moved to the background, when you close the NEUsmart app, or when your device goes into sleep mode.

Reconnecting to your NEUsmart light(s) is as simple as opening the NEUsmart app. However, if your device’s Bluetooth is not connecting to the smart light(s) right away, there are a few things you can do to force the connection.

First, make sure you have verified the following:

  1. You have the latest version of the NEUsmart app from the iTunes or Google Play.
  2. Check that your device’s Bluetooth is turned on. If Bluetooth is on, resetting Bluetooth on your device by turning it off/on might also resolve your connection issue.
  3. The physical light switch of the lamp or fixture is in the “on” position.

After a period of inactivity, when you access the app again, you might not be able to establish the Bluetooth connection with your NEUsmart light(s). If you are not able to control your NEUsmart light(s), try the troubleshooting steps below.

To reconnect, try these troubleshooting steps:

a. Click on “Refresh” button: This will refresh the app home page.

b. Restart the NEUsmart app: Close the NEUsmart app entirely (force close, if necessary). Open the app again, and tap the NEUsmart light(s) you wish to control, and change the color and/or turn off/on.
Does your smart light(s) respond? If not, you will need to reset your NEUsmart light(s) and pair again. (See FAQ: Lighting Control on “How do I Reset the NEUsmart lighting products?”)

c.  Check if NEUsmart light(s) are still paired: Tap the “Operations” icon in the bottom left corner of the screen, and then tap “Add New Device”. This section of the app searches for all available NEUsmart light(s) and in the event your smart light(s) was accidentally reset, it would appear in this screen again to be paired again.

d.  Reset device Bluetooth connection: Go to your Settings and turn your Bluetooth off and on. Go back to the NEUsmart app, and change the color or turn off/on.

e. Turn on and off any of the physical light switch that is connected to the NEUsmart light(s): Switch on and then off the physical light switch connected to any of the NEUsmart light(s) and then try to control the lights with the smartphone again.

4. Can I use NEUsmart light(s) outdoors?

The current versions of NEUsmart lighting products are intended for indoor conditions.

5. Can NEUsmart light(s) be installed on a dimmer, three-way switch or any other switch that reduces power?

Not all lights are compatible with dimmer or three-way switches. NEUsmart light(s) uses LED for illumination, and if you plan to install in a fixture controlled by a dimmer switch, it is best to use only an LED-compliant dimmer switch to ensure that the NEUsmart light(s) are not accidentally damaged.

Because NEUsmart light(s) requires 100% power to operate, you won’t be able to dim the NEUsmart light(s) from the switch. The NEUsmart app allows you to dim the brightness of your NEUsmart light(s) down, eliminating the need to use the manual light switch or dimmer.
If you have any questions, please contact us support@neu-smart.com 

6. Can I control my NEUsmart light(s) when I’m not near them, or when I’m not at home? 

We develop NEUsmart devices with both Bluetooth and WiFi functionality (Require Remote Access Hub sold separately). Users have the option of using either Bluetooth or WiFi to control their NEUsmart devices although users are advised to use the Bluetooth functionality of their NEUsmart devices when they are at home or within Bluetooth signal range. Similarly users can also have remote access of their NEUsmart devices via WiFi with the use of a Remote Access Hub which is sold separately.

7. Why some of my smart lights slow to respond or not responsive at all?

When you connect more than one NEUsmart light(s) together in a group and try to control them all at once, you might encounter a situation whereby some of the lights in that group would be slow to respond or not respond to commands from your NEUsmart app. These occurrences are normal due to the connectivity of the Bluetooth which would account for the time lapse in the response of the lights. When such a situation occurs, we recommend you do the following:

a. Tap on the original command a few more times.

b. Tap on other commands and then go back to the original command again

c. Turn the lights in that group off and then on again

d. Exit the app and re-enter the app again

Warranty Registration

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Terms of Warranty

1. This Warranty is for Singapore only and applies to Lighting, Electrical and Electronic Products/Equipment purchased in Singapore through ‘s authorised distributor and dealers. This Warranty is subject to ’s satisfactory receipt of (i) your proof of purchase from ‘s authorised distributor and dealers, and/or (ii) this original Warranty Card.

2. The Lighting, Electrical and Electronic Products/Equipment shall be free from manufacturing defect for the Warranty Period for one year subject and conditional upon the following terms and conditions:

(i) The Electrical and Electronic Products/Equipment is used in accordance with operating instructions;

(ii) This Warranty shall be void if during the Warranty Period (a) any part of the Lighting, Electrical and Electronic Products/Equipment is removed, altered, tampered, adjusted, modified, dismantled, repaired or handled in any way by any person not authorized by or (b) the product serial number on the Lighting, Electrical and Electronic Products/Equipment is altered, defaced or removed;

(iii) is not responsible for any loss or recovery of data, software or removable media; and (iv) ‘s decision in relation to complaints or allegations of defects either of workmanship or materials shall be final and conclusive and, reserves the sole right and discretion to either (a) repair or replace the Lighting, Electrical and Electronic Products/Equipment or defective parts with new, reconditioned or refurbished equivalent, or (b) refund the purchase price (partially or in full) as full discharge of all it’s liabilities. Save as expressly provided under statute, under no circumstances does this Warranty cover special, indirect or consequential damages. Any Lighting, Electrical and Electronic Products/Equipment or defective parts replaced by shall become the property of .

3. This Warranty does not include (i) consumable items and accessories such as cables or cord assembly, remote control unit, antennae, batteries, battery pack, adaptors, external parts and extruded parts such as, cabinets, front glass panel, casing, cover, frame lid and levers, plugs, socket, control knobs and buttons, filters and dust bags, and inner pan; (ii) damage and/or defect resulting from accidents, natural disasters, misuse, mishandling (e.g. scratches, dented, drop etc.), improper installation or any manner of tampering, (iii) smashed or cracked, panel or front glass, (iv) permanently lit or unlit spots (pixel) on screen, non-active pixels and image retention, (v) damage or defect due to incorrect usage of electrical supply or voltage, (vi) normal wear and tear or corrosion, fungus, rust or stains, (vii) noise, taste or odour deemed by to have been caused by surrounding environment, and (viii) services such as cleaning, maintenance, general service and overhaul.

4. may not be able to attend to Lighting, Electrical and Electronic Products/Equipment installed at locations it deems inaccessible or unsafe.

5. Warranty services are limited only to terrestrial mainland Singapore and Sentosa, and do not extend to any other island or any ship, boat or vessel.

6. Personal information that you provided for the purpose of Lighting, Electrical and Electronic Products/Equipment registration and this Warranty will be subject to ‘s Privacy Statement available on URL: www.neu-smart.com. ​ will use or disclose your personal information to authorised third parties for the purposes of servicing this Warranty in accordance with the Personal Data Protection Act 2012 (Act 26 of 2012). Registered customers may access, correct and update their personal information online by emailing to support@neu-smart.com.

Privacy Statement

Your privacy is important to us. This Privacy Statement explains how NEU-SMART TECHNOLOGY PTE LTD, its subsidiaries and affiliates (“”, “we”, “us”, “our”) will collect, use and disclose Personal Information that we obtain through the URL: https://www.neu-smart.com and https://neu-smart.com (“Web Site”).

“Personal Information” refers to all and any information relating to you (including, but not limited to your name, contact numbers, email address, mailing address, password and Internet Protocol address) obtained by us via your access to or use of the Web Site.

Your access and use of the Web Site (including providing of your Personal Information) constitutes your consent to the processing and transfer of your Personal Information in accordance with this Privacy Statement.

In order to serve you better, we may update this Privacy Statement from time to time. We encourage you to periodically review this Web page so as to be informed of any changes to this Privacy Statement.

1. Collection and Use

1.1  We may collect the following information when you access the Web Site:

(a)  Anonymous web statistics collected as you browse the website

(b)  Personal Information you knowingly provide us when you (i) register your product, (ii) sign up for product information, (iii) participate in direct marketing activities such as online promotion, surveys and lucky draws, and/or (iv) submit a question or provide feedback or otherwise contact us or request information from us, (v) carry out a transaction through the Web Site

1.2  We may also collect and process Personal Information from other entities in the  group or from a third party who may lawfully pass to us information about you, including but not limited to our suppliers, agents as well as authorized dealers and resellers.

1.3  You agree we may use your Personal Information to

(a)  monitor use of, customize, measure and improve our services, content and advertising;

(b)  provide services and customer support you request;

(c)  allow you to participate in contests and surveys;

(d)  send you marketing, service updates and promotional offers you request; and

(e)  prevent potentially prohibited or illegal activities and/or enforce our Terms of Use Agreement

1.4  We shall not be liable for data input errors arising from your registration or submission of Personal Information.

2. Cookies and Passive Tracking

2.1  A “cookie” is an element of data that can be sent to your browser. Your browser may then store it on your system based on the preferences you have set on your browser. Cookies gather information about your operating system including, but not limited to, browser type, and Internet Protocol address.

2.2  The Web Site occasionally uses cookies to enhance the information and services provided, and to make navigating the Web Site more convenient. The Website does not use cookies to obtain information that would allow it to identify you except in cases where you have agreed to provide such information beforehand.

2.3  You have the option to configure your internet browser to notify you when you receive a cookie, giving you the chance to decide whether to accept it. Further, you have the option to block all cookies. Please note, however, that if you refuse or otherwise block cookies you may not be able to use all of the functionality available on the Web Site.

3. Access, Correction and Withdrawal of Consent

3.1  We provide individuals with access to their Personal Information where we believe appropriate, including in situations where you are entitled to access and review your Personal Information under applicable data protection and privacy laws. If you wish to access, update or withdraw consent for the use of the Personal Information that you have submitted through the Web Site, or to make any inquiries about the processing of such information, please contact us as described in Section 9.

4. International Transfers and Storage

4.1  The Personal Information that we collect from you may be transferred to, and stored at, a destination across international borders as necessary for processing in accordance with Panasonic’s standard business practices. By submitting your Personal Information, you agree to this transfer, storing or processing.

5. Security and Safeguards

5.1  We will use commercially reasonable endeavours to place appropriate security safeguards to protect your Personal Information against unauthorized access or accidental loss.

5.2  Our employees are aware of the importance of maintaining confidentiality of the Personal Information collected.

5.3  We recommend you take every precaution in protecting your Personal Information when you are on the Internet. While we strive to protect your Personal Information, we are unable to give an absolute assurance for the security of the information you transmit over the Internet.

5.4  Where we have given you (or where you have chosen) a password which enables you to access certain parts of the Web Site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

6. Disclosure and Retention

6.1  We may provide or transfer your Personal Information you provide to other entities in the  group, our authorised dealers and resellers as well as our suppliers and agents in accordance with Section 4.1 within the purpose of use described in Section 1.3, but will not share or disclose your personal information to other third parties without your permission unless

(a)  required to do so in compliance with any law, regulation, subpoena or court order;

(b)  upon the request of a government, regulatory or law enforcement agency;

(c)  for the investigation and help to prevent security threats, fraud or other malicious activity;

(d)  to enforce/protect the rights and properties of Panasonic or its affiliates; or

(e)  to protect the rights or personal safety of Panasonic employees and third parties.

6.2  We do not keep personal information for longer than is necessary for those purposes for which they are collected.

7. Protection of Minors

7.1  If you are under the age of 18 years, please do not submit any Personal Information without the consent from your parent(s) or legal guardian.

8. Third Party Web Sites and Social Media Sites

8.1  The Web Site may contain links to other web sites hosted by third parties whose privacy practices may differ from us. We do not endorse or make any representations about these third party websites and will not be responsible for the privacy practices or the content of these sites, even if they appear as part of the Web Site. The Personal Information you choose to provide to or that is collected by these third parties is not covered by this Privacy Statement. If you link to or otherwise visit any these third party websites, please review their respective privacy policies.

8.2  The Web Site may provide social media features that enable you to share information with your social networks and to interact with us on various social media sites. Your use of these features may result in the collection or sharing of information about you, depending on the feature. Please review the privacy policies and settings on the social media sites with which you interact so as to ensure that you understand the information that could be shared by those sites.

8.3  We expressly disclaim to the maximum extent permissible at law any liability for the security or privacy practices included on or operated by the operators of third party websites and social media sites.

9. Contact Information

9.1  If you need assistance accessing or updating your Personal Information we have collected or have any questions, feedback or additional information about this Privacy Statement, please contact us at the following email address: support@neu-smart.com

10. General

10.1  This Privacy Statement provides a general statement on the ways in which we aim to protect and use your Personal Information.  You may however, in connection with any specific products or services offered by us or a member of the  group, be provided with privacy policies or statements that supplement this Privacy Statement.

Terms & Conditions of Use

By accessing and/or using the web pages at URL: https://www.neu-smart.com and https://www.neu-smart.com  (the “Web Site”), you accept and agree to abide by the following Terms and Conditions of Use, which together with any other terms or legal notices posted on the Web Site such as our Privacy Statement, govern the relationship between you as user and NEU-SMART TECHNOLOGY PTE LTD, subsidiaries and affiliates
(“”, “we”, “us”) in relation to this Web Site.

1. LAWS AND REGULATIONS

1.1   Your access and use of the Web Site shall be governed by and construed in accordance with the laws of the Republic of Singapore without reference to its conflicts of law rules and, you agree to submit to the exclusive jurisdiction of the Courts of the Republic of Singapore.

2. COPYRIGHT, TRADEMARKS AND INTELLECTUAL PROPERTY RIGHTS

2.1  The trademarks, logos and service marks (collectively, “Marks“) as well as content (including but not limited to information, communications, software, images, videos and sounds) (collectively, “Contents”) contained on or available on the Web Site belong to , its content providers and third party licensors. You should assume that all Marks and Contents on the Web Site are protected by copyright and applicable intellectual property rights unless otherwise noted.

2.2  You must not reproduce, modify, transfer, distribute, republish, download, post or transmit the Marks and Contents in any form or by any means including but not limited to electronic, mechanical photocopying or recording without our prior written permission. You agree that the Marks and Contents contained within or available through the Web Site shall not be used for commercial purposes or distributed commercially. Any unauthorized use of the Marks or Contents may violate copyright laws, trademark laws, the laws of privacy and publicity, and civil and criminal statutes. All our rights are expressly reserved.

3. USER CONDUCT

3.1  You are prohibited from posting or transmitting any unlawful, seditious, threatening, defamatory, libelous, obscene, pornographic or profane material or any material that could constitute or encourage conduct that would be considered a criminal offence or give rise to civil liability, or otherwise violate any law. We will fully cooperate with any law enforcement authorities or court order requesting or directing us to disclose the identity of anyone posting such materials.

4. HYPERLINKING

4.1  The Web Site may provide links to other web sites hosted by third parties (“Linked Sites”). We do not have the obligation to monitor the content on the Linked Sites and have no discretion to alter, update or control the content on the Linked Sites. Our provision of hyperlink to Linked Sites shall not be construed as an endorsement, authorization, sponsorship, or affiliation with respect to such web sites, their owners, or their providers.

4.2  The Linked Sites may contain rules and regulations, privacy provisions, confidentiality provisions, transmission of personal data provisions, and other provisions which differ from the provisions provided here and our Privacy Statement. If you link to otherwise visit any of these Linked Sites, please review their respective terms of use, privacy statements, notices and policies.

5. NO WARRANTIES

5.1  All Contents on the Web Site are provided to you “as is” and “as available” without warranty of any kind either express or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, title, non-infringement, security or accuracy. We specifically disclaim any liability or responsibility for any errors or omissions in the Contents. Neither  nor any other party involved in creating, producing, or delivering the Web Site is liable for any direct, incidental, consequential, indirect, or punitive damages or losses arising out of your access to, or use of, or inability to use or access, the Web Site.

5.2  Any Content downloaded, uploaded or otherwise obtained through the use of the Web Site is done at your own discretion and risk. It is solely your responsibility to evaluate the accuracy, completeness and usefulness of all opinions, advice, services, merchandise and other information provided through the Web Site or on the Internet generally.

6. LIMITATION OF LIABILITY

6.1   The Content on the Web Site or a Linked Site may include inaccuracies or typographical errors, and we specifically disclaim any liability for such inaccuracies or errors. We do not warrant or represent that the Content on the Web Site is complete or up-to-date and have no obligation to update any Content on the Web Site. We may make improvements or changes to the Web Site and Content at any time without notice. You agree that  and any of its respective officers, directors, employees, or agents will not be liable, whether in contract, tort, strict liability or otherwise, for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation loss of profits, cost of procuring substitute service or lost opportunity) arising out of or in connection with the use of the Web Site or a Linked Site, or with the delay or inability to use the Web Site or a Linked Site, even if we are made aware of the possibility of such damages. This limitation on liability includes, but is not limited to, the transmission of any viruses which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems such as inability to access your internet service provider, unauthorized access, theft, operator errors, strikes or other labour problems or any force majeure. While we have taken reasonable commercial endeavours to ensure security and maintenance of the Web Site, we cannot and do not guarantee continuous, uninterrupted or secure access to the Web Site.

7. TRANSMISSION OF PERSONAL DATA

7.1   You have read our Privacy Statement which sets out the terms that specifically govern the collection, use, retention and disclosure of your personal data. Accordingly, you have agreed to the terms of our Privacy Statement and given your consent to the collection and transfer of your personal data according to the terms of our Privacy Statement.

8. CONFIDENTIALITY OF USER COMMUNICATION

8.1   Except as required by law and in accordance to our Privacy Statement, any communications or materials that you send to the Web Site by electronic mail, postings or otherwise, including any data, questions, comments, suggestions or the like are and will be treated as non-confidential and non-proprietary. We reserve the right to freely use these transmissions and postings by you for any purpose, including, but not limited to, reproduction, disclosure, transmission, publication, broadcast, and posting, without any compensation to you. We shall assume no responsibility and shall not be liable for any unauthorized or unlawful interception or modification of any communication between you and us (whether by electronic mail or otherwise), or for any loss or damage arising thereby (including but not limited to any loss or damage arising out of the unauthorized or fraudulent use of any information contained in or made accessible via such communication).

9. GENERAL

9.1  If any of these Terms and Conditions of Use is determined to be legally invalid or unenforceable, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the Terms and Conditions of Use shall continue in effect.

9.2  Our failure to insist upon or enforce strict performance of any provision of these Terms and Conditions of Use shall not be construed as a waiver of any provision or right.