Frequently Asked Questions

Email Support

Support Email

support@xmcosy.com

Account

You can order on our website without creating an account.
After creating an account, you can edit or cancel your order before it's dispatched.

Discount

You can only redeem one discount at a time.
Copy the coupon and apply it at checkout.

Usually the site would report your discount invalid under the following circumstances:

1. The discount has expired.

2. The products you purchased do not qualify for the discount.

3. The discount does not exist.

If you believe the coupon is valid, please contact support@xmcosy.com for assistance. 

 

Floor Lamp

Method 1: Operation in the App you need to bind (using Smart Life App as an example)

1. Download the Google Home App and register and log in to your Google account.

2. Open the App you need to bind (using Smart Life App as an example), go to Home - Me- Third-party Voice Services- Google Assistant.

3. Click "Link with Google Assistant", which will launch the Google Home App. Click "Continue" and return to the Smart Life App. Click "Agree and link" to complete the binding.

Method 2: Operation in the Google Home App

1. Download the App you need to bind and register and log in to your account.

2. Open the Google Home App and click the plus sign button in the upper left corner.

3. Click "Set up device" and then click "Works with Google".

4. Click the search button in the upper right corner and enter the name of the skill you need to bind, using Smart Life as an example.

5. Click on the skill that appears in the search results and click "Continue".

6. Click "Agree and Link" and wait for the loading to complete to finish the binding.

 

If the adapter is plugged and unplugged 3 times, the light will flash white and enter pairing mode.

To improve this situation, we recommend reducing the frequency of switching.

The adapter takes about 3 seconds to output 24V after being powered on, so we may see a delay in the light turning on.

Payment & Order

No. Only one discount can be applied at a time. During events and sales, the checkout system will automatically apply the largest discount entered/available.
  1. Download the XMCOSY Home app in the App Store (iOS devices) or Google Play (Android devices. Click the “Sign Up”  button shown on the login page.
  2. Enter your email address and password. (Passwords should be 8-20 characters using both letters and numbers only. Do not include special characters or symbols).
  3. Enter the password again. 
  4. Click the “Sign Up”  button.

(content of phone)

Email

Password

Forget password

Log in

Sign up 8-20 letters and numbers. Letters and numbers must be included.

Enter the password again

Sign up

Log in

Customers who use a referral code must meet the following conditions: Be a new customer Make a minimum purchase of $10 Use a referral code still within its validity period Use a referral code that hasn't been redeemed yet I forgot to use my discount code during the purchase.

Can I refund the difference?

As long as the discount code was valid at the time of your purchase, you can have the difference refunded.

If your orders were identified as high risk by our fraud analysis tool.

We will confirm if it's ordered by you. Once we do not get any reply in 7 business days, then your orders will be canceled and refunded.

If you have any other questions, please feel free to contact us at service@xmcosy.com.

XMCOSY only deducts the agreed amount of the order, which is indicated on the checkout as well.

Possible reasons for the exceeded amount are:

  1. the exchange rate has changed.
  2. Commission fee is taken by your bank or card company. 
  3. Your bank converts the currency for you to proceed with the payment. 

For instance, your card only supports USD transactions while the order should be paid in RUB. As a result, extra funds may be required for the conversion. To figure it out, you may contact the bank to check the transaction details.

Smart Landscaping Lights

The low-voltage light controller cannot be buried underground, as it will affect heat dissipation and signal reception.

The product is waterproof but cannot be immersed in water.

For the 2.4 GHz WiFi, you can log in to your router's management page and change the SSIDs of the 2.4 GHz and 5 GHz networks to differentiate them.

For more of the APP issues, please follow below steps to visit XMCOSY APP for more solutions. 

Log in XMCOSY APP=>Me=>FAQ & Feedback=>Device networking issues=> Device connection failure

 

There are two different situations when the colors are inconsistent. Please check your lights according to the following methods based on the actual situation:

1. The lights' colors are different.

Please check the light's and wires' connection, align the wires' arrows, and connect them.

2. The color of the lights can't sync with the color in the APP, please check the connection of the controller. 

There is no arrow on the controller, but you can look inside the controller. And connect it by aligning the grooves, like in the picture. 

Because the controller has a module integrated to receive the data from APP and controls the lights. 

PS:All connections should align the arrows on the outside of the wires and the grooves on the inside of the wires.

 

1. Please make sure that the Wi-Fi you are using contains the 2.4GHz band and that the Wi-Fi password you entered is correct.

2. Please turn on WLAN, mobile data, and Bluetooth in your smartphone. In addition, we recommend enabling location (when using the app), which helps to use app features such as Smart Automation.

3. If you are using an iPhone, please enable Bluetooth, local network, and wireless data in "Settings - XMCOSY App". Otherwise, the light may not be paired with your smartphone.

4. Long-press the power button on the controller for 5 seconds to let the lights quickly flash. 

And you can click the link to watch the video, which may help you connect to the APP.

https://youtu.be/58DGTI9I9ek

 

Both the app and system locations need to be turned on,please follow the below steps to finish set up. 

Login XMCOSY APP=>Me=> Settings(upper right corner)=>Privacy Permission Settings => Select Location=>Select Location =>Allow While Using App => Turn On Precise Location.

 

It may be due to the magnetic field reaction between lightning strikes and the wireless channel of the controller. Please check whether a certain location is prone to this issue, if the situation exists, please try with the below solution:

1. Replace the controller with a different location; 

2. Replace the light in the same location.

 

Move the controller closer to the router to ensure that it can stably receive the 2.4GHz Wi-Fi signal. Otherwise, the light will be offline.
For the problem of music mode,The music mode must be kept on continuously, and the phone screen cannot be turned off.

Please follow the below steps to check if you have set up properly. 

1.Please make sure the light is connected. It cannot execute the timer function when offline.

2.Please check if there are any overlaps in the timing and plan settings?

If the above 2 steps are done and the problems still not solved.Please send the the operation video and PID to service@xmcosy.com

 

The timer function may not be available in the app, but it will appear after clearing the app cache.Please follow below steps to clear the app cache.

Me=>Settings=>Clear Cache

 

 

String Lights

As long as the current DIY each bulb page you have set up is not edited, it will remain as is.

If you need to set up automatic on/off schedules to run the static lighting, you can use the "Automation" function in the XMcosy app. The detailed steps are as follows:

1.  First DIY the color of the lights.

2.  Back to the home page, click the "Scene", create a scene.

3.  Select the "Schedule", set the repeat period and time, next in the upper right corner.

4.  Click Add Task--Control Single Device--Switch led--ON or Off--Save & scene name.

Also, here is a simple video guide:

https://drive.google.com/file/d/1rx7vjaQVxCJXxxzZkU3rRCxCKfVpYlUH/view?usp=sharing

No, XMcosy smart string lights only support pairing with the app using a 2.4GHz Wi-Fi network. However, once the device is successfully added to the app, you can control it from your phone using any network (2.4GHz, 5GHz, or cellular data).

You can split your router's bands by accessing its settings: (Typically, due to the compatibility, coverage advantages and anti-interference ability of 2.4G, conventional routers are currently equipped with dual-band or tri-band designs of 2.4G, 5G and even 6G. )

1. Go to the Wireless page of the router. (The entry address is usually provided on the label attached to the back of the router).

2. Go to the 2.4 GHz setting page, and set the Wi-Fi name (SSID) to （XXX）-2.4G, where xxx indicates the Wi-Fi name. Save setting.

3. Go to the 5 GHz setting page, and set the Wi-Fi name (SSID) to （XXX）-5G, where xxx indicates the Wi-Fi name. Save setting.

When the preceding settings are complete, the new Wi-Fi names will Appear on the Wi-Fi settings page of your mobile phone.

Alternatively, you can use AP Mode for setup, which is designed for dual-band routers.

• AP Mode Tutorials:

◦ For RGBCW String Lights: https://www.youtube.com/watch?v=fo9WezUjnN4

◦ For G40/S14 Warm White String Lights: https://www.youtube.com/watch?v=qsbq8AnWXys

The following models support this feature

XMSCH-15
XMSCH-22
XMSCH-30
XMSCH-40

XMSAF-15
XMSAF-30

XMSAH-24
XMSAH-40

Here are two options:

1. Share a Specific Device:

◦ Go to the device's control page -> Settings icon -> "Share Device".

◦ Add the recipient's app account directly or generate a sharing link for them to accept.

2. Share an Entire Home:

◦ Go to Me -> Home Management -> Select your home -> "Add Member".

◦ Add the user's account directly or generate a sharing code for them to enter in their app.

3. Alternatively, you can all log into the same XMcosy account on your respective devices.

Please refer to the installation video for visual guidance. https://www.youtube.com/watch?v=KEXeOGfy3z4

Key points:

• For fence, porch, etc., nail S-hooks to wall, then hang light wire. Or, screw directly into the hole above each bulb.

• For suspended outdoor installation, use a guide wire and secure each bulb to it with zip ties.

Notes: Keep the black wire lax. Avoid excessive pulling, twisting, or bundling, as this can loosen the internal signal wires.

Here are two options:

• Bluetooth Control: During setup, click "Skip and Connect over Bluetooth" to complete the pairing via Bluetooth mode.

Note: Bluetooth connection does not support timers, automations, sharing, or voice control and other functions that require an Internet connection.

• Mobile Hotspot Control: Use another phone's hotspot instead of your home Wi-Fi.

1.Use another mobile phone to turn on the hotspot (iPhone users should enable maximum compatibility.)

2.Long-press the controller button to enters the network pairing state (all light bulbs flash red quickly)

3."Add device" in the XMcosy app, and when selecting the network during the connection, choose the mobile hotspot as the network instead of the fixed Wi-Fi. Then complete the connection according to the prompts.

• For G40/ST38 smart string lights, you can plug them directly into a power source without the adapter.

For a full tutorial on smart features like timers, schedules, and DIY scenes, please watch our function guide video:

https://www.youtube.com/watch?v=M2KfKjXxJtk

1. Check the wires near the first faulty bulb for damage.

2. Replace the specific faulty bulb.

 If you need more replacement bulbs or the issue continues, email support@xmcosy.com with your order number and details. XMcosy customer service staff will provide you with assistance.

This often indicates an issue with the first bulb that malfunctions.

1. Check the cable near the first faulty bulb for bends, pinches, or overstretching.

2. Replace the LED cob in the first faulty bulb with the spare LED cob: Make sure the 4 pins are aligned with the holes, screw the bulb in completely, and press the adapter(black box) button to see if the light will work normally.

If the problem persists, contact support@xmcosy.com with your order number and details/photos of the issue. XMcosy customer service staff will provide you with assistance.

1. Ensure the lights have power and turn on physically.

2. Check that the wires are not pinched or twisted.

3. Delete the device from the app, uninstall the app, then download the latest version and reconnect.

1. Check all cable connections. Ensure the black cable is not pinched.

2. Check the fuse in the plug. It may be blown. Replace it with a compatible fuse (Specification: 120V/125V, 5A, 10mm x 3.6mm).

If these steps don't work, the adapter may be faulty. Please email support@xmcosy.com with your order number and a picture of the sticker on the back of the adapter.

This is usually due to a weak or unstable network signal.

1. Check if your router was restarted or lost connection. Wait 2 minutes for it to recover.

2. Ensure your Wi-Fi name or password hasn't been changed. If so, re-pair the lights.

3. Check the device's signal strength in the app. If it's weak, move the lights closer to the router or use a Wi-Fi extender.

4. Try reinstalling the app and restarting your router.

If the lights can enter a fast-flashing pairing mode when you long-press the black controller button, please try reconnecting using AP Mode.

• AP Mode Tutorial Videos:

◦ For RGBCW String Lights: https://www.youtube.com/watch?v=fo9WezUjnN4

◦ For G40/S14 Warm White String Lights: https://www.youtube.com/watch?v=qsbq8AnWXys

Please also confirm the following:

1. You have downloaded the latest version of XMcosy app on Apple App Store or Google Play.

2. Your phone is connected to a 2.4GHz Wi-Fi network (5GHz is not supported for setup).

3. You have enabled the app permissions for "Location, Bluetooth, and Nearby Devices".

4. Wi-Fi, Bluetooth, and Mobile Data are all turned on on your phone.

5. The Wi-Fi signal is strong enough. If it's weak, move the lights closer to the router or use a Wi-Fi extender.

Note: If the light does not turn on/off normally using the controller button, the controller may be faulty and need replacement.

For further assistance, please contact: support@xmcosy.com

solar pathway lights

Apply the cleaning solution to the solar panel and gently wipe it with a damp cloth or sponge. Dry the surface of the solar panel with a clean cloth, ensuring no water stains remain on it, and regularly clean the panel.

Please directly contact us with your order number via our email: service@xmcosy.com

Check the correct battery model according to the instruction manual. 
If you can't find the correct battery or the solar lights still can't turn on after change the battery, please contact us with your order number via our email: service@xmcosy.com

The ground stake is in the tube. 1. Pull out the ground stake in the tube; 2. Insert with the other side to connect the tube.
If you are indeed missing the spikes / stakes, please contact us with your order number via our email: service@xmcosy.com