Frequently asked
questions
questions
You have a question about our robot family or something is not working as it should? No problem!
Here you will find solutions for all kinds of questions.
With these, you can quickly and easily get your little helper up and running again.
And if that should not work, then we are of course there to assist you personally.
Payment
You can pay by prepayment via bank transfer, Paypal, credit card, Apple Pay, Google Pay, Klarna Pay Now, Klarna Pay Later, Klarna Slice it, Bancontact, eps-Überweisung or iDEAL. You can find more information at Payment and shipping.
If you have chosen prepayment by bank transfer, please transfer the entire amount to the account number specified in the confirmation email. The account details will also be displayed after the purchase in the checkout. Please indicate your order number as reason for payment, so that we can allocate your payment as quickly as possible. As soon as we have received the payment, we will ship your order.
If you want to pay via Klarna you can choose between instant bank transfer, invoice or installment payment. Depending on your choice, you will be automatically redirected by Klarna in the checkout or you will receive a separate email. Please then follow instructions from Klarna.
Shipping
Delivery times depend on the delivery address. Usually, shipping within Germany takes 1-2 days. Within the EU you can expect an average of 3-4 days.
Once your order has been shipped, you will receive a tracking number so you always know where your order is.
For delivery within Germany we charge a flat rate of 4,90€ per order. From an order value of 29,99€ we deliver within Germany for free.
For deliveries within Europe we charge a flat rate of 12,99€ per order. From an order value of 100€ we also deliver here for free.
You can also find more information about delivery at Payment and shipping.
We deliver to the following countries:
Germany
Austria
the Netherlands
Belgium
Luxembourg
France
Italy
Spain
We will ship your order via UPS. Please note that your parcel cannot be delivered to a Packstation.
App & Smart home
First download the compatible ZACO app from the AppStore or PlayStore.
ZACOHome App: A11sPro, A10, A9sPro, A9sPro White Edition, M1S, W450, V5x, V85, V6
ZACORobot App: A9s, A8s, V85 (until mid 2021), V5x (until mid 2021)
ZACO Smart App A10 Plus, A10 Pro, V5 Max
Add your robot and start the network connection.
Establish a wifi connection:
To connect your robot to the ZACO app, simply follow the steps below from the respective manual (PDF):
ZACOHome App Manual Android
ZACOHome App Manual iOS
Note: The robot can only connect to 2.4GHz WiFi.
Please also note that the Wi-Fi password must not be longer than 16 characters. Otherwise, connection problems may occur with some routers.
If you've followed all the steps above and your robot still won't connect to WiFi, please remove all special characters (for example: . : , ; - / +) from your WiFi name and try again. Please note that all network devices must be reconnected after the change. If, despite everything, there are still difficulties or if you have any other questions, you are welcome to contact our ZACO customer service directly turn and you will be helped.
Here you can find an overview of which models are compatible with which ZACO app:
ZACOHome App: A11s Pro, A10, A9sPro, A9sPro White Edition, M1S, W450, V5x, V85, V6
ZACORobot App: A9s, A8s, V85 (until mid 2021), V5x (until mid 2021)
ZACO Smart App: A10 Plus, A10 Pro, V5 Max>br>
To be really sure, check the MAC-ID of your robot.
You can find it on the silver sticker behind the dust bin or water tank.
Remove the dust bin or mopping module and, in the case of the A11s Pro, A10, A9sPro, A9s, A8s, V85 and V80 models, also turn the robot upside down.
Models | Alexa Skill |
---|---|
A9s, A8s (purchase date until approx. mid-2021), V85 (purchase date until approx. mid-2021), V5x (purchase date until approx. mid-2021) | ZACO robot |
M1s, A11s Pro | ZACO Home Control |
A10 Plus, A10 Pro, V5 Max | Smart Life Skill |
A8s, A9s Pro, A10, V5x, V6, V85 | ZACOHome |
Note: This function is available for robots compatible with the ZACO Smart or ZACOHome app (A11s Pro, A10, A10 Plus, A10 Pro, A9sPro, V5x, V5 Max, V6, V85, W450).
Note: The name of the robot is equal to the command name.
In the ZACOHome and ZACO Smart app you can change the name of your robot under Settings_Your Robot_ Reset name.
No, the ZACO robots are unfortunately not yet compatible with Apple HomeKit at this time.
The ZACOHome app or the ZACO Robot app is not designed for tablets and therefore cannot function on them.
If you have problems with your robot and contact customer service, you may be asked for the MAC ID of your robot. You can find this MAC ID on the silver sticker behind the dust bin or mopping module. Remove the dust bin or mopping module and turn the robot upside down for the models A11s Pro, A10, A9sPro, A9s, A8s, V85 and V80 . On the V6 model, the sticker is located next to the dust bin.
Want to share cleaning schedules and room-specific mapping (A9sPro model and up) with your family, partner or roommate in the app?
Share QR-Code:
Scan QR-Code:
Done! Now you share a ZACO robot and its control.
In the ZACO Smart App families can be created with whom the robots can be shared.
You just unpacked your new A10 and want your ZACO robot to clean in a planned and precise room-specific way?
For this purpose, a map is created in the ZACOHome app.
How to do it?
Here you can find a video about it:
ZACOHome map creation
For data protection reasons, the maps are only saved temporarily and are deleted regularly. If the robot is used regularly, your maps will always remain visible.
For robotic vacuum cleaners that are compatible with the ZACOHome app, the speed of the side brushes can be adjusted. For very fine dust, a faster speed is more suitable, and for coarser dirt, a low side brush speed.
To change the speed, click on your robot in the app and then on the three bars in the upper right corner. From there you will be taken to the settings page, where you can choose between 1% and 100% under "Side brush speed".
For normal house cleaning, we recommend a speed of about 20%.
Maintenance & Repair
To maintain a long-lasting cleaning performance, the regular care and cleaning of your robot is very important.
Therefore, clean the dust bin or mopping module after each use of your robot and remove hair from the side and main brushes if necessary. If long hairs have wrapped themselves around the brushes and wheels, simply pull them off carefully with the enclosed cleaning tool.
If you have long hair, it may be necessary to cut the hairs with scissors first. You can then brush remaining hairs and dust out of the suction shaft with the enclosed cleaning tool.
Hint: Possible fraying of the side brushes can be significantly reduced by using warm water. This makes them more durable!
The robot can be carefully wiped with a warm cleaning cloth. The microfiber cloths should be washed at 60° in the washing machine after each cleaning process.
Periodically tap out the particulate filter over a trash can or away from home (note: do not clean with water) and replace as needed.
Also, make sure your robot's sensors are clean so as not to limit its precision and orientation.
For better clarity, we of course have a video for you on the care and cleaning of your ZACO robot.
If a part of your ZACO robot stops working, this is no reason to give up on your household helper.
As the European distributor of ZACO robots we can offer you the following:
In both cases we ask you to contact our ZACO customer service beforehand.
Many cases can already be solved quickly with a direct contact person and we can clarify in advance to what extent repair costs will be incurred.
The Repair is free of charge, if your ZACO robot is within the warranty period.
ZACO models purchased since 2020 have a warranty period of 3 years (after successful registration) – otherwise the ZACO robots have a warranty period of 2 years. Batteries are exempt from this and have a warranty period of 12 months. Please note the ZACO warranty conditions.
Flat-rate cost of repair (incl. VAT):
Note: These will apply if your robot was purchased from another distributor or your robot is out of warranty.
Shipping fee: €9.99 (outbound and return)
Repair flat rate: 39,99 €
Cost of spare parts needed
1. Turn the robot over and either first remove the screw or remove the side brushes with a click
2. Then take out the side brush and remove the dirt and adhering hair from the brush
3. Now put the side brush back in and screw it tight.
Due to the ongoing household help of your robot, it needs regular maintenance and even spare parts from time to time.
These can be easily reordered online or can also be requested individually from our friendly customer service.
Due to an existing warranty (3 years; except batteries: 12 months) there is of course also the possibility to get needed spare parts replaced.
The following spare parts can be requested from our ZACO customer service or ordered directly online:
To learn how to replace your robot's battery yourself, check out these step-by-step video tutorials:
To learn how you can replace the bumper of your robot, you can watch this video tutorial:
To replace the locking mechanism from the V5x, V5sPro or V3sPro model, watch the following video tutorial:
You can see how to replace the side brush motor in this video tutorial:
You can see how to replace the drive wheel in this video tutorial:/p>
Behaviour of the robot vacuum
Possible reasons:
If your robot does not start despite these possible reasons, contact our ZACO customer service directly – we will find an individual solution for this.
Possible reasons:
Some reasons why the ZACO vacuum robot suddenly stops could be:
If your robot's side brushes have stopped turning, it's likely
the brushes blocked
or need to be cleaned.
Check whether hair is tangled in it or whether other things are caught. If that doesn't help, your robot's side brush motor may be defective.
If you accept this, please contact our customer service.
To check if the charging station is defective, please connect the power supply directly to the robot (for selected models only) and toggle the toggle switch from (1) to (0). Then let the robot charge for a few hours (3-4). If your vacuum robot is then charged, the charging station is defective.
If your ZACO robot is in the warranty period, you will receive the corresponding spare part from us. Please contact our ZACO customer service.Possible reasons could be:
Robot vacuum cleaner equipped with cliff sensors work with infrared light beams. These require a reflection to determine that floor is present. Dark floor, respectively also carpets, absorb light like the infrared light. Thus, no signal reaches the robot and it can no longer navigate properly. Since the robot's main priority is to protect itself from falling, it then backs up.
In case of some problems, the robot will draw attention to itself with an acoustic signal:
Option 1: very short tone = wheels or side brushes need to be checked.
Option 2: medium tone = Cliff sensor needs to be cleaned or shock absorbers should be shaken slightly and checked for foreign objects.
Option 3: solid tone = The main body is blocked and needs to be moved and restarted.
Other
ZACO models purchased from 2020 onwards have a warranty period of 3 years (after registration) – otherwise the ZACO robots have a warranty period of 2 years. Please note the ZACO warranty conditions.
Batteries are excluded from this. These have a warranty period of 12 months.
The fact that your order was canceled can have several reasons. Either you asked us to do so, the item is no longer in stock or our system has detected signs of a fraud attempt. If the latter is the case and it was obviously misjudged, please place a new order and choose the payment method "prepayment via bank transfer".
In addition to the user manual included in the scope of delivery, you can also find it digitally HERE.
To significantly increase the mopping performance, we have some tips for you here:
In order to keep the device permanently ready for use, the charging station should always be connected and the robot should be placed on it.
LiDAR emits a laser beam and measures the time it takes for the beam to reflect off an object and return to the sensor. These measurements create detailed 3D views of the environment. Your data will only be used for navigation.
All ZACO robot vacuum models are equipped with fall protection sensors that prevent the robot from falling down stairs. Therefore, please always make sure to keep the sensors on the underside of the robot clean.
Create your personalised cleaning plan in just a few steps! Choose your favourite mode - vacuuming, mopping or both. Adjust the suction power, from silent to turbo, and set the water level as required: low, medium or high. This is how you create your customised cleaning plan!
If it should really come to the point that your ZACO robot can no longer perform its service, then simply contact us directly.
You can reach us by e-mail at support@zaco.eu
or of course by phone under 00800 - 423 77 961 (Mo-Fr 10am - 6pm)
Please notice: Even if you send us back a defective device - which we of course always accept - please send an email to support@zaco.eu first.
We will make every effort to repair your defective robot as soon as possible, or we will replace it with a new one, if necessary.
Robovox Distributions GmbH
Technical Support
Hamburger Straße 11
D - 45889 Gelsenkirchen