Customer Support +1 (905) 513-7733

Support

Thank you for your support of iQ and Ultralink products. We’re here to help and stand behind our Canadian Support Guarantee. Many questions can easily be answered with our handy manuals and quick setup guides. If you still have issues, we have assembled some frequently asked questions. If you continue to have an issue, please don’t hesitate to reach out to our team.

Plug Pairing Guide

Camera Pairing Guide

Doorbell Pairing Guide

FREQUENTLY ASKED QUESTIONS

  1. Make sure the Ultralink Smart Plug Wifi is connected.
  2. Select the plug icon or the name of the plug you wish to change. 
  3. Select the 3 dots (…) located at the top of the page.
  4. Select “Modify Device Name”.
  5. Change the name to what you desire and click save. 
  • Once the device and plug are connected via WIFI, press the NAME of the plug with the “>” on the screen.
  • Select “schedule” icon located on the bottom right of the screen.
  • Select “Add Schedule” located at the bottom of the screen.
  • Select the desired time.
  • Beside the word REPEAT, press “Only Once>”.
  • Select the days you want this action to occur (a red checkmark will appear).
  • Then press “<Back” located at the top left of your screen.
  • Press “Save” located at the top right of your screen.

Version 1

  1. Plug in the camera.
  2. Wait till the camera finishes the rotation cycle.
  3. Then us a pen to press the reset button on the back of the camera base.
  4. HOLD the reset button for 5 seconds.
  5. Release and HOLD the reset button for 5 seconds again.
  6. You will hear a prompt telling you that the camera has been reset.
  7. Unplug the camera for 20 seconds / then plug it back in.

Version 2

  1. Plug in the camera then press and hold reset button 7 seconds – before the rotation cycle.
  2. When cycle is finished, HOLD the reset button for 5 seconds.
  3. Release and HOLD the reset button for 5 seconds again.
  4. You will hear a prompt telling you that the camera has been reset.
  5. Unplug the camera for 20 seconds / then plug it back in.
  1. Set up camera successfully on the UltraLink 360 APP
  2. Once your camera is showing on your device, press the “…” (three vertical dots at the top right)
  3. Then select the “Settings” icon
  4. Then select the “I>” icon (at the top of the screen, second icon from the left)
  5. Scroll down the page until you see “Time Display”
  6. Turn “Time Display” ON

Notification Type

  1. Select the “3 dots” icon at the top of the screen.
  2. Select the “Setting” icon.
  3. Select the “Bell” icon (the last icon on the top).
  4. Where it says “Notification Type” select the word “Client”.
  5. Then select your options

Motion Detection Alarm

  1. Select the “3 dots” icon at the top of the screen.
  2. Select the “Setting” icon.
  3. Select the “Bell” icon (the last icon on the top).
  4. Where it says “Motion Detection Alarm” select the button.
  5. Then select your options.
  1. You will first need to set up the bulbs individually.
  2. Go into the functions of one bulb and select the “Pencil ICON” at the top right of the screen.
  3. Then select “Create Group”.
  4. The select the bulbs you want to group together.
  5. The select “Confirm” in the top right corner.
  6. Enter the new Group name.
  7. Select “save”.

When you return back to the home screen you will now see you new group.

  • By selecting the new group, the bulbs will be controlled simultaneously.
  • Also, the non-group will still be listed so you can control them individually.

I STILL NEED HELP

If you still require assistance with your iQ or Ultralink product, feel free to give us a call or send us an email.

By Phone

Our offices are open Monday to Friday, from 8:30am to 5:00pm EST.
1-905-513-7733

By E-Mail

Our service department can be reached by email at:
service@gentec-intl.com

HOW DO I RETURN OR EXCHANGE AN ORDER?

We guarantee your total satisfaction with iQ and Ultralink products. New, sealed in the box items can be returned within 30 days for a full refund. Used products must be returned within 14 days of delivery for a store credit. Defective items will be replaced with an identical or similarly priced model after inspection by a qualified iQ or Ultralink technician.

  • New, unused products must be returned in the condition you received it and with the original box and/or packaging, including manufacturer tags where applicable.
  • Used and undamaged products will be issued store credit in the form of credits to be used via coupon in the online store. We will not accept the return of products damaged due to negligence or abuse. Please include all packaging and accessories prior to shipping.

Please take the time to carefully package your returns. It is the responsibility of the customer to pay costs related to the repair of returned items damaged in shipping due to improper packaging. The customer is responsible for all return shipping costs for new or used products.

If you feel that your product is eligible for a warranty evaluation due to defect in its materials, operation or workmanship on arrival, please contact our team at: info@iq-ultralink.com

Gentec International
Attn: iQ Ultralink Returns
90 Royal Crest Court
Markham, Ontario
L3R 9X6

It takes approximately 3–5 business days to process a return after it arrives at our warehouse.

WARRANTY OR DEFECTIVE PRODUCT INFORMATION

The iQ and Ultralink products listed on this site are being sold by an authorized retailer and include the manufacturers warranty. If your product is defective upon arrival or develops an issue within the warranty period, please contact: info@iq-ultralink.com. 

iQ Warranty

All Products
All iQ products are backed by a 2 year Canadian warranty.

Ultralink Warranty

Ultralink Cables
All Ultralink Cable products are backed by a 2 year Canadian warranty.

Ultralink SmartHome
All Ultralink SmartHome products are backed by a 1 year Canadian warranty.

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