FAQs

Tap the menu icon, select ‘settings’ then scroll and select ‘log out’.

No, currently Mercator Ikuü doesn’t offer cloud storage. All Mercator Ikuü cameras include an SD card slot so that you can insert an SD card for recording video footage. An advantage to SD card storage is that you aren’t using data to upload footage to the cloud and your camera will continue to record even if the internet connection is down.

If your Wi-Fi network is still working but you don’t have incoming internet, you will have limited local control of both Wi-Fi and Zigbee products (provided they have already been paired to the Mercator Ikuü app). You will be able to turn the products on and off, but won’t be able to adjust automations or timers. You also won’t be able to view camera footage until the internet connection is restored.

We don’t recommend this. When the smart switch is off, the smart globe won’t have power, which means it can’t be controlled by the app. This means that you would need to turn the switch on before being able to control your light via the Mercator Ikuü app.

Both Google Assistant and Amazon Alexa include a range of functions to increase the utility of Mercator Ikuü. Mercator Ikuü is fully compatible with Google Assistant and Amazon Alexa, and we provide support for using either system with Mercator Ikuü.

Make sure you’ve downloaded the Alexa app, then click here to link your Mercator Ikuü account.

These guides will show you how to make the most of Amazon Alexa voice control:

• Use Alexa for individual product control
• Use Alexa to control scenes
• Create routines within the Alexa app using your Mercator Ikuü products

Make sure you’ve downloaded the Google Home app, then click here to link your Mercator Ikuü account.

These guides will show you how to make the most of Google Assistant voice control:

• Use Google Assistant for individual product control
• Use Google Assistant to control scenes
• Create routines within Google Home using your Mercator Ikuü products

All Mercator Ikuü cameras (including video doorbells) have an SD card slot that you can use to store footage. Click here to learn how to do this.

No. The Mercator Ikuü app is a free download and there are no subscription costs.

Mercator Ikuü camera products use an encrypted channel between your camera and phone or tablet to protect your video feed from unauthorised access. It is important that you don’t share your Mercator Ikuü password with anyone who shouldn’t have access to your footage. We recommend using a unique password for Mercator Ikuü, one you haven’t used for another type of online login.

Mercator Ikuü automations can control the time period for which multiple Mercator Ikuü products will operate (up to 200 per automation), whereas timers must be set per product. Automations are ideal if you want more than one product turning on or off.

Products with power monitoring have a smart module inside the product which can detect and track power usage. Click here for more information.

All of your Mercator Ikuü product details are securely stored in the Mercator Ikuü cloud, which means that you won’t need to set up Mercator Ikuü again. Simply download the Mercator Ikuü app onto another phone or tablet and login using your Mercator Ikuü username and password, and all your products will still be there.

If you’ve forgotten your password you can reset it by tapping Log In > Forgot Password.

If your phone has been stolen, we encourage you to reset your Mercator Ikuü password. This will log that stolen phone out of your account.

Mercator Ikuü features a range of products, some of which need a hub. The Mercator Ikuü Wi-Fi range doesn’t need a hub, products can simply pair directly to your Wi-Fi router. The Mercator Ikuü Zigbee range does require a hub, but you also get the additional benefits of Zigbee. It doesn’t matter if a product is Zigbee or Wi-Fi, all Mercator Ikuü products work together and appear in the app together.

The Mercator Ikuü IR universal remote acts as a universal remote for IR devices such as split-system air conditioners. This means that the Mercator Ikuü app can control any of the remote functions you would normally use.

Single adaptors can be used to turn non-smart products on and off, but since appliances such as TVs often have a ‘standby’ mode, this won’t always work. The Mercator Ikuü IR universal remote acts as a universal remote for IR devices such as TVs, stereos and Blu-ray players. This means that the Mercator Ikuü app can control any of the remote functions you would normally use.

You can group similar products (such as downlights) for simultaneous control of all products in that group. Click here for more information on grouping Mercator Ikuü products.

The Mercator Ikuü cloud is protected from access by unauthorised sources via encryption and authentication protocols. It is important that you protect access to your products by ensuring you don’t share your home Wi-Fi network details or your Mercator Ikuü account details. We recommend using a unique password for Mercator Ikuü, one you haven’t used for another type of online login.  Contact our customer service team if you have any questions about how your products and data are secured.

At this stage, Mercator Ikuü is not compatible with IFTTT. You can create automations to make a Mercator Ikuü product, such as a sensor or camera, trigger other Mercator Ikuü product actions.

Each product typically takes a few minutes to pair. You can batch-pair products to help speed up the process. Click here to learn more.

Yes, both Wi-Fi and Zigbee Mercator Ikuü products can be batch paired

We are continually developing our system in terms of hardware specifications, app functionality and product firmware. App and firmware updates are released periodically (with no additional cost) to ensure that security, stability and product features remain up to date. Users will be prompted via the Mercator Ikuü app when an update is available.

Mercator Ikuü products typically offer a 3-year warranty (in-home warranty for hard-wired products), unless marked otherwise. Refer to the data sheet or product packaging for information on individual product warranties.

No, once the Wi-Fi is restored the system won’t require reprogramming and the products won’t need to be re-paired. You only need to re-pair or re-program when the Wi-Fi network name or password is changed.

The Mercator Ikuü app is compatible with voice control via Google Assistant and Amazon Alexa.

Many Mercator Ikuü products include a physical switch on the product, which means that you don’t need to use the app every time you want to control your products.

At this stage, the Mercator Ikuü app is available for iOS or android devices only.

Mercator Ikuü Wi-Fi products need to be within Wi-Fi range of your router. This range depends on your router strength and construction of your home. If you are concerned about the connection of a camera, consider one with an ethernet connection. Mercator also has a Wi-Fi extender which can enhance the connection for products that are further away from the router.

Mercator Ikuü Zigbee products connect to a hub, which means that they aren’t restricted by Wi-Fi range. Mercator Ikuü products marked with the Zigbee certified product logo can ‘mesh’ with other Zigbee products to help maintain a strong connection throughout your home.

Mercator Ikuü products have a smart module included inside the product which requires a small amount of power to remain connected to the app and react to voice control requests.

Pairing each product to the app takes only a few minutes per product. Creating ‘scenes’ or ‘automations’ typically take less than a minute for a basic setup, or a bit longer for a more involved configuration. Once these are done, you don’t need to repeat the process. Mercator Ikuü can be fully configured by the end user , and our customer service team is available for individual assistance.

Yes, Mercator Ikuü can run on any standard 2.4 GHz Wi-Fi network. Any router from your internet service provider will be able to support Mercator Ikuü. Our customer service team can provide networking advice to configure your system should any adjustments be required.

The lamp needs to be turned on at the switch in order to control your smart globe via the app. If the globe is off while the lamp is physically switched on, it will only use a very small amount of power. If you don’t want to use to your phone to control your smart globes, you can also control them via voice control.

If your Wi-Fi network name or password changes, you will need to re-pair your Mercator Ikuü Wi-Fi products. If you are using Mercator Ikuü Zigbee products you will only need to re-pair your hub. Click here for more information about what to do when you change routers.

Your products won’t be accessible during a power failure. When the power is returned, you may need to restart your router. However, often this won’t be necessary and when the power comes back on you can continue to use your products as previously. You won’t need to re-pair your products.

This is not recommended. You can pair a Mercator Ikuü Wi-Fi product to a hotspot, but the pairing won’t stay in place for an extended period of time.

No. As long as your Mercator Ikuü products have internet connection (either directly from your home Wi-Fi router or via your Mercator Ikuü hub for Zigbee products) and your phone or tablet has internet connection (via either Wi-Fi or mobile data), you will be able to access and control your Mercator Ikuü products.

2.4 GHz and 5.0 GHz refer to the RF band a router uses to emit its Wi-Fi network. Routers in Australia are either 2.4 GHz only or ‘dual band’ [both 2.4GHz and 5.0 GHz networks]. Mercator Ikuü products can only connect to the 2.4GHz band. Click here for help on checking your specific router.

Yes. Click here for more information on this.

First, check that the product hasn’t been turned off at the switch.

If this doesn’t resolve the issue, try moving the product closer to your router. If the intermittent performance stops, the previous location of the product may have been out of range. If the intermittent performance continues, your Wi-Fi router may have reached the maximum number of simultaneous connections. For a standard router, the maximum is typically around 30 units. If the problem persists, contact our customer service team for further troubleshooting.

The app update refers to the software in app itself, which allows you to control your Mercator Ikuü products. The firmware is the software that sits in your Mercator Ikuü product. Both need to be updated from time to time to ensure you can access the latest features of Mercator Ikuü.

Mercator Ikuü typically has multiple app updates throughout the year, to ensure that the security and functionality of the system continually evolves. You can check for updates in the iOS or Google Play stores.

Yes, you can! Refer to our sharing section

Each location can have up to 120 devices paired to it, and each account can connect to multiple locations.

Log out of the Mercator Ikuü app by tapping ≡ > Settings > Log Out. Then tap Log In With Existing Account > Forgot Password, and follow the prompts. You’ll need to enter the verification code (which will be sent to your email address) as well as your new password.

Check that the email address has been entered correctly, and that the verification email isn’t in your spam/junk folder. If you haven’t received the verification code within 5 minutes try again being careful to enter the email address correctly. You can also use a google account or apple itunes account [iOS only].

Yes, but products can only be paired to one account at a time. To pair a product to a new account, put the product into pairing mode again and re-pair it to the new account.

Note: Security products need to be manually removed from the old account before re-pairing to the new account. To do this, open the product in the app and tap ≡ > Remove Device. The product can be offline when you do this.

Mercator Ikuü product needs to be within range of your router (Wi-Fi products) or hub (Zigbee products). Your phone should be in the same room as the product during the pairing process. If you are pairing a Mercator Ikuü Wi-Fi product, your phone should be connected to the same Wi-Fi network that the Mercator Ikuü product will connect to during the pairing process.

Note: Both routers and hubs have a maximum number of products that can be connected simultaneously. The number of products that can connect to your router will depend on the individual router. The Mercator Ikuü Home Hub can connect up to 50 products, and the Pro Hub can connect up to 200 products.

Yes, they can! It doesn’t matter if a product is Zigbee or Wi-Fi, all Mercator Ikuü products work together and appear in the app together.

Yes, they can! It doesn’t matter if a product is Zigbee or Wi-Fi, all Mercator Ikuü products work together and appear in the app together.

A mobile phone or tablet that uses either iOS 10.0 or higher or Android 4.4 or higher.

Visit our pairing section to get troubleshooting advice specific to your product, or contact our customer service team.

You will need a 2.4GHz WiFi router connected to the internet. Most ISPs provide a suitable router with their standard plans. If you are unsure, check the specifications of the router or contact our customer care team.

Yes. Mercator Ikuü light switches, for example, have neutral and non-neutral options available to assist with retrofitting.