Power plug H2 UK can’t add to Alexa app

Aqara Products
1

I received two Aqara power plugs H2 UK yesterday.

I removed my previous plugs first from the Aqara app, their own app and Apple home. And the Alexa app.

I then added these two new plugs to the Aqara app and Apple home, all working fine, but I cannot add them to the Alexa app, it cannot find any new devices, i tried removing one plug and adding it again but I get the same issue.

Any ideas why I can’t add them to the Alexa app please.

2

Just to add the plugs are in Zigbee mode which is the mode I want to use.

Also did a factory reset on one of the plugs but still no joy with Alexa still.

3

hi there, please keep an eye on your inbox, our support will reach out to you shortly.

4

I got the email thanks, but after spending the weekend troubleshooting I ended up resetting them and putting my previous plugs back in place.

So they are going back for a refund.

5

Hi, before resetting, you disabled the “prohibit device removal” option on the Aqara gateway. This may be the main problem for you

6

I have no idea where this option is so can only assume it is disabled by default.

7

No, it is almost always on. What Aqara gateway do you have?