Troubleshooting

Pophie supports 2.4 GHz Wi-Fi, 5 GHz home Wi-Fi, and mobile hotspots. Networks that require web-based login are not currently supported, such as many hotel, campus, office, airport, café, or public Wi-Fi networks.

Please check in order:

1. You selected the correct Wi-Fi network name.
2. The Wi-Fi password is correct, including capitalization.
3. The network is not an open network or a guest network that requires web login.
4. Pophie is close enough to the router. During first-time setup, place Pophie in the same room as the router or somewhere with a strong signal.
5. Your home network itself can access the internet.
6. Restart your router and try again.
7. If it still fails, try connecting Pophie to a mobile hotspot to check whether the issue is related to your home network compatibility or signal.

Please check:

1. The Pophie App is updated to the latest version.
2. Pophie is connected to stable Wi-Fi.
3. Pophie is placed on the charging dock.
4. Whether the App shows a device version, update status, or update prompt.
5. If the update seems stuck, check Wi-Fi first, then try switching to a mobile hotspot.
6. Do not power off or restart Pophie repeatedly during an update.

Make sure Pophie is powered on, Bluetooth is enabled on your phone, and your phone is close to Pophie.

Please check:

1. Bluetooth is turned on.
2. The App has Bluetooth permission.
3. Your phone is close enough to Pophie.
4. Pophie is not powered off or low on battery.
5. Reopen the App and try adding the device again.

If you uninstalled the App, have not logged in for a long time, or switched to a new phone, you may have logged in with a different sign-in method and entered a new account. When you try to bind the same Pophie again, the App may say the device has already been bound.

This usually does not mean the device is abnormal, and it does not mean Pophie has been bound by someone else. In most cases, the Pophie is still bound to the account you used the first time.

Please try to remember and confirm:

1. Which sign-in method you used when you first bound Pophie.
2. Whether you used email, phone number, Apple Sign-In, Google Sign-In, or another third-party sign-in method.
3. Whether the email or account you are using now matches the one you used the first time.
4. Whether you changed phones, uninstalled the App, or switched sign-in methods.

Please log out of the current account and log back in using the original sign-in method you used to bind Pophie. Once you return to the original account, you should usually be able to see or manage your bound Pophie normally.

Pophie should be used with a 5V/3A or higher power adapter. If the adapter does not provide enough power, charging may be slow, or the battery may still drain while plugged in.

Please check that the charging cable and dock are connected properly, then place Pophie on the dock and wait for a while. If your adapter only has a USB-C port, use a USB-C to USB-C cable that supports 5V/3A or higher. When the battery is low, Pophie may move or respond less often. Charge first, then test again.

• Pink: Pophie may be in Guardian Mode. Voice conversation is limited in this mode. Switch back to All-Around Mode in the App.
• Purple: Pophie may be in Privacy Mode. Visual abilities are limited, and proactive photo capture will not trigger.
• Yellow: Pophie may be low on battery. When the battery is low, movements and responses may become less frequent.
• Red: Pophie may be overheated. Follow the App or device prompt and let Pophie rest for a while.

First, make sure the wake word matches the current language mode. In Chinese mode, say “糯宝.” In non-English mode, say “Pophie.” You can also use the nickname you gave her, but nicknames may not wake her reliably.

Call her several times in a clear, natural voice. Make sure the environment is not too noisy. If she is asleep, you can gently tap her, call her name louder, call her name several times, or gently shake her.

Pophie does not respond to every sound she hears. If you are talking to someone else, on a phone call, or if the sound is only from a TV or background noise, she may decide that you are not speaking to her and may not join the conversation. If she reacts but cannot continue chatting, check Wi-Fi.

If Pophie does not reply, first check whether she is in a special state. Common causes include low battery, sleeping, updating, Guardian Mode, or hearing you but not having enough network connectivity for a full conversation.

Check whether Pophie has power and is properly placed on the charging dock. Check whether the App shows an update in progress. Also check whether the pocket light stays pink. If it does, switch back to All-Around Mode in the App.

Pophie is not designed to react only when she receives a command. She may show lifelike behaviors such as blinking, gazing, small movements, quiet self-talk, greeting you, or starting a topic during an appropriate quiet moment. During the day or normal companion time, this is usually normal and does not necessarily mean something is wrong.

Pophie may also become active because:

1. She heard the wake word for the current language, or something that sounded similar.
2. She noticed someone approaching, moving, or looking at her.
3. You just talked to her, and she is waiting for your next sentence.
4. There is a scheduled reminder, calendar reminder, birthday celebration, or other proactive care event.
5. She was touched, picked up, shaken, or there was a noticeable sound change nearby.
6. She is waking from sleep for something like a reminder.

If you want her to be quieter, you can say “be quieter” or “pause for a moment,” make a shushing gesture, or switch to Guardian Mode in the App. You can also check sleep time and reminder settings in the App.

If this happens at night or during your scheduled sleep time, please check:

1. Whether a sleep schedule has been set.
2. Whether a scheduled reminder or calendar reminder is due.
3. Whether someone called her, touched her, moved her, or whether there was a loud sound nearby.
4. Whether Pophie just recovered from a reminder, update, or another state.
5. Whether the device time or region setting in the App is correct, if such an option is available.

Please contact support if Pophie frequently talks during sleep time without any reminder or interaction, is repeatedly triggered by background sounds late at night, or keeps interrupting at inappropriate times. When contacting support, include the time it happened, whether it was during sleep time, whether any reminders were set, the surrounding sound environment, and a short video.

First, check whether the App or voice volume setting is normal. You can say “speak louder” to Pophie, or adjust the volume in the App.

If Pophie is talking and hears someone nearby, TV audio, music, or other background sounds, she may decide she should not keep talking over others. Her voice may gradually become quieter or stop. This is usually not a fault.

You should troubleshoot if the volume repeatedly goes up and down in a quiet environment, suddenly jumps, cracks, cuts in and out, or does not change after adjusting the volume. In this case, please record a video and submit feedback.

Pophie uses pauses to judge whether you have finished speaking. If you pause for a few seconds in the middle of a sentence, she may think your turn has ended and start replying. This is not necessarily a fault.

Normally, birthday celebrations and scheduled reminders should not directly interrupt you while you are speaking. Pophie should wait for a natural pause, or wait until the current turn is complete before adding the reminder. If a reminder, birthday message, or other proactive event cuts in while you are speaking, please contact support.

Background noise, multiple people speaking at the same time, distance, and mismatched language settings can all affect how well Pophie understands you.

Try moving closer to Pophie and speaking naturally but clearly. Avoid having multiple people speak to her at the same time. Lower TV, music, or other background sounds. Make sure the language setting matches the language you are using. If she misunderstands, you can correct her directly, for example: “That’s not what I meant. I meant…”

Pophie may need a little time to understand you, think, and generate a response. Complex questions, network fluctuations, and cloud processing time can make replies slower.

If she shows eye, light, or movement feedback, she may be listening or thinking. You can check whether Wi-Fi is stable, move closer to the router, avoid complex conversations during updates, or test with a short question such as: “Can you hear me?”

This is usually related to lighting, obstruction, or privacy status. Check whether the camera is blocked, whether the environment is too dark or has strong backlight, whether Pophie has closed her eyes, turned away, or entered Privacy Mode, and whether you are within her visible angle.

Privacy Mode limits visual abilities. In Privacy Mode, Pophie may not see you, and proactive photo capture will not trigger. This is usually not a fault.

Pophie can recognize people, objects, pets, scenes, text, and screen content, but AI visual understanding does not mean every result will be perfectly accurate. If an object is small, similar in shape to another object, toy-like, stylized, shown together with many other items, or shown under poor lighting or angle, she may identify the color, material, or general category correctly but get the exact shape or name wrong.

This usually does not mean the device is faulty. It means visual understanding is still being improved. Try showing one object at a time, placing it in good lighting, facing it toward Pophie, and holding it still for two to three seconds. If she gets it wrong, you can correct her directly, for example: “Not this one, it is…”

Pophie uses voice, speaking direction, visual context, and conversation context to understand who is speaking to her. When multiple people are talking, people are close together, voices are similar, the room is noisy, or a conversation has just started, she may need to hear a few more sentences before identifying the current speaker more reliably.

This usually does not mean the device is faulty. Multi-person interaction and speaker recognition are still being improved. The person speaking to Pophie can move a little closer, avoid talking over others, make sure Pophie can see them, and continue with one or two clear, complete sentences. If she identifies the wrong person, you can correct her directly, for example: “It’s not him. I’m the one speaking.”

Proactive photo capture does not happen for every scene. Pophie tries to record only clear, meaningful moments.

Check whether “Proactive Photo” is enabled in the App, whether Pophie is in Privacy Mode, whether the lighting is good and the image is clear, whether you are facing Pophie and holding the pose for two to three seconds, and whether she just took a photo and is still in the cooldown period.

If a photo is taken when proactive photo capture is not enabled, or if a photo is taken while Pophie is in Privacy Mode, please contact support immediately.

Pophie gradually learns about you through long-term memory, but not every sentence becomes a long-term memory. Names, relationships, preferences, birthdays, and important events are more likely to become memories she uses later.

You can tell her clearly, for example: “Remember, my birthday is May 20.” If she remembers something incorrectly, you can correct her directly, for example: “That’s not right. I actually like strawberries, not blueberries.” Photos can be deleted in the App. Memories cannot currently be deleted directly in the App.

Birthday celebration requires several conditions: you previously told Pophie your birthday clearly; the current local time of the device is between 09:00 and 21:00; Pophie can recognize you; the device is powered on and connected to the internet; Pophie is not in a camera-restricted Privacy Mode; and she has not already completed a birthday celebration for you this year.

After 9 PM, Pophie will not automatically make up the birthday celebration for that year. You can check whether a birthday greeting has already been sent through the App.

If Pophie celebrates for the wrong person, celebrates when the room is empty, celebrates more than once in the same year, or starts a celebration after 9 PM, please contact support. Include the device SN, time of occurrence, language used, whether Privacy Mode was enabled, and a description or video of what happened.