Hi,

I've been trying to reach the EU support for some days but they aren't responding.

Anyone else having the same issue?

I've made an order on 4 dec that has been confirmed but haven't recieved any further info and no replies toe mail or online chat.

Our apologies, we're offline - We're either on a quick snack break, or the lights are off for the night, but we'll respond to your message when we're back online Our chat operating hours are 9:30am EST/EDT until 8:30pm EST/EDT, 7 days a week. Leave your email address to get a response when we're back online.

So I just recently got a smarter kit from Nano-leaf, specifically the 60 degree lines. I saw that on one power supply you can have 18. It seems however it’s more price efficient to buy another smarter kit even though you don’t need the psu or anything as opposed to 3 expansion packs. One smarter kit after tax was 171.99$, as opposed to buying the 3 expansion packs which are 60$ a piece on sale, which totals to 180$ BEFORE tax. Am I wrong on this? Furthermore, I noticed if you buy individual lights they’re only 14.99$ a piece before tax which for nine totals to 134.91$ before tax. The three pack is more expensive than buying three individually, it’s less price effective than the 9 pack despite not including a power supply, and even then buying all the lines alone seems even cheaper. I really wanna expand my setup because I truly do love these lights and I don’t think videos do them justice, visually they’re absolutely amazing and I love the product. I don’t mind paying for a product, however the pricing listed doesn’t seem to be very sensible or for a customer trying to expand their setup. It feels like the number is designed to make to wanna buy a 15 pack then a three pack, which most stores don’t hold on hand. Am I the only one who thinks the pricing is strange or am I misunderstanding? Even considering the original pricing before the recent sale it doesn’t add up.

I was so excited to get the Nanoleaf Matter Smart Holiday String Lights for my Christmas tree this year. After testing and connecting them successfully, I was confident they would add a festive touch to my home.

However, after setting up the lights on my tree and powering them on again, I was met with disappointment. Half of the lights simply wouldn't turn on.

I've already tried troubleshooting by resetting the lights and reconnecting them, but the issue persists.

I contacted Nanoleaf Support and created a ticket, but I haven't received any response. This is beyond frustrating, especially since I paid double the price for these lights when I purchased them back in November.

Given my disappointing experience with their customer support and product reliability, I'm reconsidering my plans to purchase the Nanoleaf 4D Screen Mirror + Lightstrip Kit.

Has anyone else experienced similar issues with the Nanoleaf Matter Smart Holiday String Lights? Any advice or troubleshooting tips would be greatly appreciated.

Hi, does anybody has any idea how I can add the LED strip of Nanoleaf Essentials to Homeassistant?

I purchased the skylight starter (3 panels) which work fine, then I purchased 3 x add-on panels. When I connect these they turn on warm whit where first three are bright white. Then when app connects only panel number 2 of the original 3 changes colour.

I am in the UK and have filled in 2 lots of support tickets as there is no one to speak to and 72 hours later no reply.

I have factory reset a few times, swapped positions of panels, swapped around the little control lead but the same result happens.

The only one thing I can think is if the original 3 need to be together and then to connect the add-ons. As I may have mixed them up thinking it did not make a difference and that it is only the controller panel and then all other panels are the same.

It's on the cieling and the more I keep taking them down and up is chewing up my cieling as the plaster board plugs come out with the screw.

Any help or suggestions would be appreciated, cheers.

Nanoleafs support is honestly a bit of a joke. Controller out of literally nowhere stopped working. Setup is only a few years old but it's out of warranty. Irritating, but sure let's buy a replacement. Let's set up a timeline:

11/19: ordered a new controller. $30 part plus somehow $10 for shipping on a part that weighs a few grams shipped in a padded envelope. Also had a coupon code but it wouldn't let me use it because we can't overlap with black Friday sales even though this part was not on sale.

11/24: replacement delivered. Controller specifically stated it worked with my exact shapes model number. However it does not respond or do anything at all.

11/25: contact support. Couldn't actually use the new parts serial number in the ticket because it's invalid in their own sysyem. Support has me send them a troubleshoot video. Acknowledges it's not working and offers a replacement. Asks for my address which was provided that same day.

11/28: completely ignoring that I sent them my address, once again ask for my address to give a replacement. My address was in the email they replied to requesting it again.

12/1: once again provide address.

12/4: radio silence, follow up email #1

12/6: still nothing, follow up email #2

12/10: no response, follow up email #3. Send message to nanoleaf employee that peruses this sub. Nothing.

It's now been two weeks with radio silence for a part I likely paid way too much for that literally doesn't work. I've had previous issues before with nanwaf and it was resolved reasonably well. But this is absurd so I'm putting them on blast. You guys need to work on your support.

Hi guys, I've been slowly growing my collection and have a ~310 "shapes" unit setup on my wall. It's a random mix of Hexagons, Triangles and Mini Triangles. Sometimes there's a bit of a gap between some of the units and I can't help but think that slotting linkers in would resolve my issue however:
Linkers are expensive and apparently rare
I don't know if having multiple linkers meshed like this will affect PSU/controller integrity

What should I do? Suck it up and fork out for legit linkers? Is there a known working 3D print model I can use to help stabilise my shape without adding excessive cost and electric pathways?

This is in regards to my MAGRGB diffused led strip. After weeks of previously problems and unhelpful support I just went and bought the nest hub max and now the thread is working but I'm facing even more problems still. I cannot control the light through Google home. It always appears as offline. For something with seamless setup on the box I have never had so many problems in my life. And this is only 1 of the products I could not possibly go through with getting more if only 1 has cost me so much.

I ordered the Surround Bundle which included the Nanoleaf 4D, lines kit and shapes-hexagon kit on the 2nd December 2024. I received my order on the 9th of October unfortunately, the package only included the Nanoleaf 4D and lines kit, inside there was an order form that stated the shapes-hexagon kit was backordered, however there was no other notice or indication on what they were going to do with the backordered item.

I started to read what other people have experience on the subreddit and started to get worried that i would either never get this item or have it refunded. I have submitted a ticket asking about what is going to happen with the backordered item but have yet to get any response from the support team... Has this every happened to anyone else?

https://preview.redd.it/twlwfmqb5a6e1.jpg?width=3024&format=pjpg&auto=webp&s=0346376f2e34f4ede632608b49c0e281d1a64dd7

Edit: I reached out through the online chat where i was connected with a support agent; a lot faster than submitting a ticket. It seems like the backordered Shapes Hexagon was delivered via Amazon Delivery, but I did not receive it. Nanoleaf is going to file a claim.. hopefully I will get my shapes hexagon soon...

It’s…. stable. More stable than any other Apple Home compatible switch (Matter, Thread, HomeKit).

Given I rent and can’t install smart switches into the wall, my options are already pretty limited. So I’m sure there are people that have stable switches controlling Nanoleaf through Apple home.

But compared to what I’ve been using, seriously, I don’t think the Sense+ switch has disconnected or failed to dispatch a command once.

The features are a bit limited right now, but the features that are there are rock solid.

Long time Nanoleaf user (5+ years), been through lots of issues. Nanoleaf has historically been responsive, though support has always been challenging. But I definitely think they’ve gone downhill. Recently placed an order (my 2nd in a month), and when I received the order, I found one of the items was missing (not shipped). Contacted them multiple times and they have been totally non-responsive. Guess I’ll have to go the credit card dispute route.

Recently purchased Nanoleaf Multicolor Outdoor String Lights from Nanoleaf store on Amazon. All worked great until recently, now only the first two bulbs turn on dimly. The product has failed from apparent water intrusion into one of the LED bulbs.

I submitted a ticket along with purchase receipt and photo nearly a week ago and have received no response from Nanoleaf customer service. This is a straight forward warranty replacement request.

My Nonoleafs were suddenly not found by the app aby more later they stopped working. They switch on but are just white light. They dont resopond to anything. I have rescanned QR - it does nothing. I have powered off etc

Thi shappned a year ago and after some advice and restting I had to get a new controller which fixed it.

Well seems similar now.

Any ideas?

I've been using nanoleaf light panels for a while, and until recently I was using the 12-sided remote to change between scenes. Now that thing's bricked (solid green light, like a previous poster here), and since they removed the setup functionality from the app, I'm wondering what the best way is to control the light panels now. Unlocking my phone, opening the app, and manually changing it every time is a bit of a pain in the ass. Any recommendations?

Earlier this year i bought 3 bulbs. I already own the non matter kind of essential bulbs. The ones i purchased then were matter. I had a issue (and ultimately returned them) with support for themes in homekit for both matter and non matter bulbs. Has the matter protocol been updated since then?

Hi all! I’ve set up several basic scenes in the Apple Home app using their adaptive setting. The setting works great, until I choose to play a custom scene using the Nanoleaf app.

The scene from Nanoleaf will play fine. But, when the scene that uses Apple’s adaptive system is selected, the lights do not revert to the setting. They remain the previous scene color(s).

How can I correct for this?

I know it is a long shot but I would like to express my interest in having a f.lux and Nanoleaf integration akin to what Hue has [f.lux your lights]. Considering Nanoleaf already has the circadian rhythm option, I would imagine it would not be too difficult to do with the desktop app (considering the Desktop app starts working a but more reliably).

Installed Nanoleaf Permanent Outdoor Lights, configured with Apple Homekit as well as Alexa - Using Apple TV as Apple Home Hub and Aqara M3 as Matter Hub. Everything is working including automation to turn on/ off but I can’t get Scenes to work with Apple Home or Alexa. Tried syncing group scenes multiple times, scenes do show up in Apple Home but doesn’t work..

Any idea what I am doing wrong or how to fix this?

What switch are everyone using with your Nanoleaf skylights? I’m eyeing the Innovelli white series or LifX switches since they both have smart bulb mode. Just wondering if anyone has some experience with any of them and the skylight.

So I’m having a confusing bug. In my nanoleaf app all my other HomeKit accessories are showing offline but all my nanoleaf products are working as normal. When I go to the Apple home app all my devices are working. I can’t figure out why they are only show they are offline in the nanoleaf app. Anyone know a fix for this?

I bought an additional Shapes set and I'm a "bit" disappointed. It's been 10 years, and the manufacturer still hasn't managed to create software for prototyping the placement of their product? This is just ridiculous - the iPad app freezes and is unusable due to poor UX, while the web tool (ATTENTION) doesn't even have the option to select the number of panels. And that's not even mentioning the lack of tools for automatic template-based generation based on panel quantity. 2025 is around the corner, neural networks are being integrated even into kettles, but these guys still can't figure out how to make a basic paint tool. Simply embarrassing.

I think the purchase will go back, I don’t want to waste time and money on it.

Fairly self explanatory - I have a mainly Hue setup, but also with Apple Home and Google Home (because why not more apps). I’d like to use the Hue Scenes (especially ‘Natural Light’)… Is this possible? How does Apple Adaptive Light compare?

I successfully set up the system, but was curious about a couple points that I did not find a quick answer for in the manual or Google: does the 4d rhythm require anything else to work because I notice no difference between it being on and off. I tried turning up the music louder, but after googling I find that the 4D controller does not have a microphone. I'm wondering where it gets it's audio input from. The manual is... Very vague about the feature.

Second: I used the corner plastic guides, but apparently the strip hated the back of my LG C1 and it's popped off in a couple places. I'm guessing my only option would be extra adhesive strips?

Thanks in advance!

Hello everyone, wondering if anyone is able to assist,

This is just started happening very recently probably the last month, I have had these panels since 2021.

As soon as I turn them on half of the arrangement won’t even light up in a colour. I just that’s flickering white and grey

they also unresponsive to brightness commands

There are no power warnings in the Nanoleaf app and the placement of the two power supplies is optimal. Does anyone have any recommendations or assistance they can give me? I have already reset the panels and restored them and no luck.

Anyone know if it's possible to run shapes locally using home assistant? Absolutely fed up with how shit nanoleaf are and how they're constantly failing. Need to know if it's actually possible before I go and purchase/setup home assistant