Why Does it say, “Failed to Add”?

  • Please check and ensure the device is powered on;
  • Whether phone is connected via Wi-Fi;
  • Whether the device is ready for configuration. To get the device ready before configuration, please refer to our video tutorials or manuals tab.
  • If router is dual-band router, select 2.4G network and add device.
  • Ensure you have a strong Wi-Fi signal and that the router is within reach.
  • Check whether connected devices have reached the maximum number of router’s connections. If so, please try turning off Wi-Fi connection on some devices.
  • Make sure the Wi-Fi password entered into the Mirabella Genio App is correct when adding a new device.

Can I control my device with a 3G and 4G network?

When adding a device for the first time, it requires that the device and phone to be under the same network environment. After successfully adding the device, you can control your device remotely on 3G or 4G Network.

How do I turn my bulb ON/OFF from my Genio App?

Tap on the light bulb symbol in circled in red

Google Assistant is not recognising my command?

Ensure your device name is clear and is not similar sounding to other devices. For e.g. Floor Lamp, coffee table lamp. (it is not recommended you name your devices as Lamp one, Lamp two, Lamp Three etc. as this may confuse your Google Assistant.

What is the range that Mirabella Smart products work up to ?

All Mirabella Smart products only support 2.4GHz Wi-Fi. 5GHz or Telstra Dual band 2.4GHz/5GHz Wi-Fi are currently not supported. Please disable the 5GHz band through your modem router before pairing Mirabella Smart products.

There are no specified distances. The range is dependent on obstructions between the Mirabella Smart product and the location of the router, examples include (bricks, plaster walls, cabinets etc.

To ensure that your Mirabella Smart product will work, we recommend that your phone shows at least two bars of Wi-Fi signal where the product will be installed.

Tip: Your modem should be located centrally in the house for maximum effectiveness or alternatively you can purchase a Wi-Fi extender to boost your Wi-Fi signal.

Below is an image of a Wi-Fi Heat Map and the effects that objects and walls have on the signal.

Do you have to have Google Home / Amazon Alexa to control your smart product ?

No you do not need to have Google Home or Alexa. Mirabella smart products are able to work directly from the App on your phone.

How can I control multiple devices at the same time?

Similar devices, such as multiple downlights can be grouped. To create a group, select a device you would like to group. In the device settings, scroll until you see ‘Group Devices‘ and follow the prompts. We recommend only grouping products of the same type (e.g. downlights). Grouping different products such as a strip light and a light globe will result in only having the on / off function, you will not be able to change colours due to the different controls available for each product type.

How do I check that my firmware is up to date ?

To check or update your firmware, select your device and tap on the settings icon or (pencil looking icon) on the top right corner of the screen Scroll until you see ‘Firmware Update‘.

What will happen if the router is offline ?

You won’t be able to control any Mirabella devices unless the router is powered on and has an active internet connection.

How to remove a device ?

Go to the device control page and click ✏ or …” on the top right corner of the page. Then click “Remove Device” and then “disconnect and wipe data” to complete the operation.

I am using an iPhone and unable to pair the Genio device

Apple have just released a new update (IOS 14.2) which requires the local network to be enabled manually.

To do this, go to your phone settings, locate the Mirabella Genio App, Once inside the app go into locations and ensure that Local Network has been enabled.

My Telstra Smart Modem is unable to connect to my devices. How do I fix this?

By default, the Telstra Smart Modem merge both the 2.4 GHz and 5.0 GHz networks, which can make it hard for smart products to distinguish between the two.

To fix this problem:

1. Open your web browser and type in http://mymodem,

2. login username is admin, password is Telstra (with upper case T)

3. Select ‘Wi-Fi‘ and then ‘2.4 GHz’

4. Uncheck the tick next to ‘Band Steering Enable‘

5. Hit Save

6. Go back to your Wi-FI Settings and you should now have 2 visible Telstra Wi-Fi Networks visible.

7. Select the Wi-Fi signal that DOES NOT end with -5G

8. Once it has been disabled, please reset your product and commence pairing instructions

Camera does not identify Micro SD Card

Confirm that the MicroSD card is formatted to FAT32.AND SIZED BETWEEN 8 & 128gb

My product continues to go offline

Most connectivity issues are related to Wi-Fi network congestion and setup.

Brick walls, Cupboards and other interference, i.e. Microwaves, hinder Wi-Fi signal and create bad connections. Ensure you have adequate Wi-Fi coverage where the Genio product is installed

Try removing the product from its current location and placing it closer to the router for a 24hr period, if the device does not go off line while located closer to the router, it means that the original location of the product has a poor Wi-Fi signal. If this is the case then you will require a Wi-Fi Extender to boost your signal.

Chime does not pair to the doorbell.

Ensure that the chime is no more than 6 mtrs away from the doorbell during the pairing process.

Access the app settings menu by tapping the 3 dots on the top right hand of the screen

Select the ring setting

Power on the chime unit (the chime light should be a solid blue colour)

Quickly press the button on the back of the unit, wait 10 seconds

Ensure that the light is still blinking when commencing pairing, if it stops please press the reset button on the back of the unit.

While the chime is blinking go to your app and select add or bind, once you do this the blue light will stop blinking.

Select from 4 different ring tones, adjust the volume.

Ring your doorbell to test, and you’re done.

How to share devices ?

Please note in order to share a device with another person, that person must download and register using the Genio App prior to sharing.

On the settings page, select the device you would like to share.

On the top right hand corner of the screen tap on ✏ or …

Then select Share Device.

Select Add Sharing

Please enter the email address that was used during that persons Genio registration process.

Click Done..

Didn’t find the answer?

Mirabella are always here to help. Ask your question along with your contact details within the contact form below and we will be in touch.