Hello everyone,
I’d like to share my experience with Aqara technical support in the hope that it may help improve the service for the entire community.
In my daily work, I’m a network administrator and cybersecurity expert, and I consider myself an advanced user of the Aqara smart home ecosystem. I’ve purchased a wide variety of devices (sensors, cameras, switches, hubs, etc.) and appreciate the quality of the hardware and the ecosystem overall. However, my experience with technical support has been very inconsistent.
Here are some specific issues I’ve encountered:
-
IR devices and control cards
When an IR device is added manually (without using a pre-existing template), it’s simply impossible to add a card in the app to control it. This limitation is neither clearly documented nor logical from a user standpoint. -
Unreliable automations
Some automations do not trigger as expected. For example, combining an outside temperature condition with a time range results in inconsistent behavior, even when both conditions are clearly met. -
Alarm system automations not working
A basic automation like turning on a red light when the alarm system is armed, and turning it off when disarmed, suddenly stopped working recently, even though it worked fine for weeks before. -
G5 camera reboots every 30 minutes
My G5 camera automatically reboots every 30 minutes. I’ve done several factory resets, changed cables, used direct USB power, and so on. Support told me the issue might be caused by a Matter accessory plugged into the camera… but nothing is connected. This explanation makes little sense. -
Local Sonos control incomplete
The ability to control Sonos devices locally is a great feature for privacy and responsiveness. However, when this option is enabled, no control cards are available in the Aqara app. Support told me to switch back to cloud control, which defeats the purpose of local access. Why offer the feature if it’s not fully supported? -
Aqara remotes not showing up in the app
I purchased several Aqara remote controls from AliExpress, assuming that all Aqara-branded devices would be compatible. I successfully bound them to my hub, and they appear in HomeKit but they are completely absent from the Aqara app. It was only through community forums that I found out some models simply aren’t supported, even though they’re official Aqara products. -
Timed open/close scenes for covers not working
There is a specific setting for covers (such as curtain motors) that allows you to configure a delayed or timed open/close action (e.g., “fully open in 30 seconds” or “close after 10 seconds”). This function is available directly in the settings for the cover device—not in regular scenes. Unfortunately, this feature does not work at all. The configuration saves correctly, but the cover does not move according to the set timing. I’ve tested it with different covers and hubs, with consistent failure.
Recurring support patterns:
I’ve noticed that support often suggests very basic steps, such as:
removing and re-adding the device,
deleting and recreating the automation,
resetting the hub, etc.
While these steps can be useful, they are often repeated over and over, even after I’ve explained the problem in detail. In some cases, after 30 emails, support eventually offers to replace the device.
Another recurring issue is the “magic answer”: the problem will be fixed in the next hub or app update. Unfortunately, in my experience, these updates rarely solve anything. It just feels like the issue is being postponed.
Conclusion:
I want to make it clear that I’m not trying to criticize the support team harshly. My intention is to provide constructive feedback. I truly believe the support service could be better structured, more informed, and better equipped to handle issues effectively, especially for users who invest significantly in the Aqara ecosystem.
Thank you for reading, and I hope this feedback is helpful both for Aqara and for other users.
Marc