FAQ Pulse 2 Hub Repair Recall
Frequently Asked Questions
1. Can shades still be operated during the repair process?
Yes! Your hand-held remote control will still work independently from your Hub(s).
2. How long will the process take?
The repair process can take up to 2 weeks, however, most receive their Hub(s) back within 7 business days.
3. Why does the Hub need to be sent back instead of just sending a new one?
We understand the frustration of having to send your Hub back. As part of the repair, we will correct the issue while keeping all your Shades, Scenes, Timers, and automation settings intact! This means when you receive the repaired Hub(s) back, just plug it back into power and everything will begin working without any programming.
4. Will I need to program and set up my Hub(s) again?
No. As part of the repair, we will correct the issue while keeping all your Shades, Scenes, Timers, and automation settings intact! This means when you receive the repaired Hub(s) back, just plug it back into power and everything will begin working without any programming.
5. How do I ship the Hub back?
Please follow the link below. This will direct you to a portal where you can submit your information. This will allow you to drop off your Hub(s) at any UPS location (for USA and CANADA) and AU Post (for AU) free of charge.
No. As part of the repair, we will correct the issue while keeping all your Shades, Scenes, Timers, and automation settings intact! This means when you receive the repaired Hub(s) back, just plug it back into power and everything will begin working without any programming.
5. How do I ship the Hub back?
Please follow the link below. This will direct you to a portal where you can submit your information. This will allow you to drop off your Hub(s) at any UPS location (for USA and CANADA) and AU Post (for AU) free of charge.
USA/CANADA - Log In (ups.com)
6. Can I send multiple Hubs in at once?
Yes. The form allows you to submit multiple Hubs at once. Be sure to note each Hub ID and their locations in your home for when you receive them back.
7. I am not experiencing any issues with my Hub. Do I still need to send it in for repair?
Yes. You may not be experiencing any issues currently, however, your Hub(s) may stop functioning in the future. We recommend sending in your Hub(s) as soon as you are able.
Yes. The form allows you to submit multiple Hubs at once. Be sure to note each Hub ID and their locations in your home for when you receive them back.
7. I am not experiencing any issues with my Hub. Do I still need to send it in for repair?
Yes. You may not be experiencing any issues currently, however, your Hub(s) may stop functioning in the future. We recommend sending in your Hub(s) as soon as you are able.
8. How can I verify if my Hub(s) are affected?
9. Where do I find the Hub(s) serial number?
If your Hub has firmware version 1.9.0, your Hub is affected. For more information, see How to see your Firmware Version from the Pulse 2 App.
9. Where do I find the Hub(s) serial number?
Your Hub(s) ID can be found on the underside of your Hub or in the app. For more information see, Pulse 2 Hub ID Location.
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