First, make sure that:
Your device actually has a built-in Wi-Fi chip (and is not a Zigbee or Bluetooth device).
It is compatible with the eWeLink app.
If yes, read on for possible reasons why your device appears offline in the eWeLink app even after successful pairing:
The device may need time to connect to the eWeLink cloud
If the pairing was successful, and you even gave your device a name, but it still shows OFFLINE on the eWeLink app home screen:
wait 30–60 seconds: the device may be rebooting, requesting an IP address from the DHCP server, and trying to connect to the cloud.
If it’s still offline after a minute, try refreshing the app screen (pull down to refresh), or restart the app, it can simply be a status update delay.
If it remains offline even after restarting, then it’s likely a real issue.
Try removing the device from the app, and then re-pairing it.
Check the Wi-Fi status LED on the device
Almost all eWeLink-compatible Wi-Fi devices have a Wi-Fi status LED.
Refer to your device’s manual to identify which LED shows Wi-Fi status.
In general, in most eWeLink Wi-Fi devices:
If Wi-Fi status LED has a solid light (no flashing): it means Wi-Fi is connected and cloud connection is also OK, device is online, and so it should be online in the app.
If app still shows the device is offline, try to restart app, and/or log out in eWeLink app, then log in again. If it does not help, you may consider to reset the device by keep the WiFi pairing button pressed for 7 sec. and pair it again.
If Wi-Fi status LED is flashing slowly (one flash), it means the device cannot connect to the Wi-Fi network, and is indeed offline (or was not yet paired with Wi-Fi network). Unplug the device from power, wait 5 sec. then power it again. If you still see one flash, check the below list for possible reasons:
The Wi-Fi signal at the installation site may be too weak. It is possible that your Wi-Fi router or Access Point is too far away, or there are a lot of physical obstacles (e.g. walls) between the smart device and the Wi-Fi router.
Maybe the router is not very good quality or too old.
To check for router side problems: after unplugging and deleting the device from the eWeLink app, temporarily place the smart device near the router to pair and repeat the pairing there.Make sure your Wi-Fi router is not set to MAC address filtering, which only allows devices with the specified physical ID to connect.
For smaller / entry level routers with a congested network, it is also possible that the router may have reached the maximum number of devices that can be connected. Check how many devices your router can receive at one time.
If the Wi-Fi status LED flashes twice (flashing two quickly, then pause, then flashing two again…), the device is connected to the configured Wi-Fi network, but cannot reach the eWeLink cloud.
Try unplugging the device first and then turning it on again. If you’re still not connected, check for the following possible causes:
The Wi-Fi router may be working but it does not have an active internet connection. You can easily check this by turning off the data connection on your phone and connecting to the Wi-Fi router and checking if you have an internet connection on your phone.
The eWeLink connection may fail because your entire internet bandwidth is reserved by a higher priority network device, e.g. you are downloading large files or streaming video, or you may be using an IP TV or Netflix type Internet streaming service.
Could your multiple Wi-Fi network devices broadcast on the same SSID? If so, temporarily turn off the device you don’t need to pair with.
There may be multiple so-called DHCP servers (performing dynamic IP address assignment) on your network conflicting with each other, so the smart device does not get a valid IP address. Such IP conflicts may not only interfere with smart devices, but also other devices. On a home or office network, only one device should perform DHCP!
Firewall or router security settings can also cause an error that prevents smart devices from accessing the Internet if you have set up separate network security settings on them. Default settings are unlikely to cause this.
The DNS (name server) server for your Internet connection may not be available from your ISP. You can eliminate this error by testing the IP address 119.29.29.29 as a DNS server on the router.
There may be an IP address conflict on your local network, i.e. the DHCP server (typically running on the router) has assigned the same network ID to two devices from malfunction. If you disconnect the other devices using the WiFi network from the router and restart the router, this will definitely be removed.
Test eWeLink cloud access
On a computer, open the Command Prompt (cmd) and type:
ping eu-disp.coolkit.cc
If you get a reply, the eWeLink server is fine — the issue is not on the cloud side.
Still not working? Try this test to identify the issue:
Here is how you can quickly check if the problem is with your new smart home device, or rather on the Wi-Fi router / access point side.
Use a second phone with mobile data, and enable Wi-Fi hotspot on it.
Use your main phone (with the eWeLink app) to connect to this hotspot instead of the home Wi-Fi.
Try pairing the device to this hotspot.
✅ If this works, but fails on your original Wi-Fi network, the problem is with your router, not the device.