What information does eufy need to resolve an issue with my X9 Pro?
It's highly recommended to provide as much information as possible when contacting us to resolve issues with your X9 Pro in a timely manner. Please refer to the following information that will help our engineers diagnose the root cause of the issue and provide you with the best possible solution.
A detailed description of the issue you are experiencing.
Any error messages or codes displayed on the eufy Clean app or any voice alerts emitted by the robot vacuum.
If it's a routing or map-related issue, launch the eufy Clean app and proceed to Settings > tap the X9 Pro icon > Device Info > Copy Device Information. Then, please select the "<" icon in the upper left corner to return to the previous screen, tap Robot Settings, and then enable the "Activity Log Upload" feature.
List the troubleshooting steps you have already done.
If the issue happens in a specific area, the root cause of the issue is most likely related to the environment, like flooring, location, etc. Please send us a video or picture showing the robot vacuum's behavior or/and its surroundings.
Provide any other relevant information that may assist our engineers diagnose the issue.
Proof of purchase, such as a valid order number, invoice, or receipt.
Remember, we are always here to assist! Even if you do not have all of the information readily available, please don't hesitate to contact us at "support@eufy.com" and we will gladly walk you through every step of the way to resolve the issue.
