Roborock Points
How to earn Roborock Points
How to earn Roborock Points
- 1、New users: 100 points (Newly registered accounts only)
- 2、Sign in /per week : 1 point (Once per week)
- Message our official RR_Deal account for more details（ All rights of explaination are reserved by Roborock）
Hello, thanks for reaching out.
Do you put the robot on dock all the time? As you mentioned that it worked in the morning but there was no light on the cleaner, I'm afraid that the robot run out of battery that is why there is no light.
For the light on the dock, it is normal. The light will be off with robot sits on it, and it will be off once you take out the robot.
When it shows offline on the app, please check whether the robot is powered on or not. You can change another power socket and unplug and plug the power cable back to the dock to have a try.
Besides, Usually, we suggest customers put device on dock all the time if it is used every week. After battery is fully charged, only mother board of device is charged and customers don't need worry battery is fully charged for a long time and may decrease the lifespan. Besides,it doesn't cost much electricity even if it is put on dock for a long time.
The device will turn off auto without any operation after 24 hours if it is not on dock and customers have to manually hold power button to turn on it, which is not convenient if it is often used.
Of course, we still suggest customers turn off device if it will not be used for several weeks.
Could you tell us where did you purchase the product?
If it was from amazon, you could send us the amazon order number like 306-2905359-6881234.
If it was not from amazon, you could send us product link and file or screenshot of receipt.
First of all, thank you so much for your prompt response. I have purchased from Amazon Italy. And the order number is: 406-6066443-6932330
Yes, it has been always on the dock. We have never thought that it was consuming too much electricity and as a people understand from the technology, we were trying to treat in a sensitive manner to our cleaner. So it is not about bad charging. I tried to send a video that shows the case, but it cannot be downloaded. If you share me an e-mail I can send there. Thank you.
By the way, we have suggested this product to our friends, and they have also bought it. If you think that it is about the dock, not the cleaner itself, we can take our cleaner to our friends and try to charge it with their dock. I am waiting to hear from you ASAP. It is so valuable for us. Thank you.
Thanks for your reply.
We tried to check some info with the order number you provided, but no avail. Could you please send us a picture of the proof of purchase, like invoice or receipt, which includes the seller, purchase date, order number or so.
And we suggest you send these info asked previously and the video to our email (support@roborock.com) so that we can access them and have a better understanding. Also, we could get in touch with you via email and try to fix your problem.
I sent. Can you check the mail. Thank you.