FAQs

❗ First Things First: Placing Your Robot into the Powered Charging Dock

Got a new robot that won’t start? Let's get it up via 2 simple steps!

After unboxing, follow these 2 quick steps to power up your robot:

Push the robot into the powered charging dock with its side brushes facing outward
A beep will sound, indicating the robot has started up automatically upon connection.

It still won’t start? Try these fixes.

🚨 Solution 1: Push the robot further into the base station until you hear the beep.

🚨 Solution 2: Keep the station powered and the robot docked for 3 hours (sometimes it just needs a good charge).

Does the Product Need to Be Registered After Unboxing?

No, it does not.

You don't need any additional registration procedures to activate the device. You can directly use the product and enjoy the after-sales service on the shopping platform. When using it for the first time, you can register an account within the Narwal Freo App and connect it to the robot vacuum through the App.

Is It Possible to Use the Robot Vacuum Without Connecting to the App?

Most Narwal robot vacuums can be operated using simple physical buttons for functions like mapping, starting tasks, and returning to the base station. You can easily use these features without connecting to the app. We recommend that you refer to the user manual to understand how to operate the robot vacuum using the physical buttons. However, some models, such as the Freo X Plus, require app connectivity for mapping and cleaning functions.

Please note that using the robot without the app comes with certain limitations, such as the inability to perform remote control, view real-time cleaning status and history, and conduct in-depth customization. These limitations may affect your overall user experience to some extent.

Why do the Side Brushes Spin at Different Speeds?

This is a normal & intentional behavior. The Narwal robot vacuum automatically adjusts side brush speeds based on cleaning needs:

Edge Cleaning Boost – The inner side brush spins faster when working along walls, ensuring debris is swept out efficiently from corners.
Wet/Dry Separation Control – During Vacuum and Mop task in a Zigzag, the side brush near the uncleaned area will operate normally, while the side brush near the cleaned area will retract into the robot's chassis. This ensures that the dust-laden sweeping mechanism does not come into contact with the wet, clean floor, preventing cross-contamination.

This adaptive brush system maintains thorough cleaning while preventing mess dispersion.

How can I Adjust the Mop Washing Frequency?

Freo | Freo X Ultra | Freo Z Ultra | Freo Z10

The Narwal Robot Vacuums offer two ways to adjust the mop washing frequency, catering to different cleaning needs:

1. Adjust by Cleaning Area

You can set the mop to wash at three adjustable intervals based on the cleaned area:

Every 86ft² (8㎡), designed for heavily soiled areas to reduce dirt residue.
Every 108ft² (10㎡ ), default mode, ideal for daily cleaning as it balances cleaning effectiveness and efficiency;
Every 129ft² (12㎡), suitable for scenarios where cleaning efficiency is prioritized and the floor has minimal stains;

For Narwal Flow, the three adjustment gears are every 129ft²(12㎡) / 215ft²(20㎡) / 322ft²(30㎡). The default setting is to conduct a backwash every 20 square meters.

2. Adjust by Room

When the robot operates in non-Freo mode, it automatically washes the mop after finishing each room. This helps avoid cross-contamination between rooms.

For Freo mode tasks, the mop washing frequency defaults to “by room” (i.e., the mop washes after each room is cleaned).

The following are the steps to change the mop washing frequency

Open the Narwal Freo App and navigate to the Device Homepage.
Tap the Settings icon ⚙️ in the top-right corner.
Go to Clean and select the mop-washing strategy

3. Smart self - cleaning

When the Freo Mind is turned on, the smart self - cleaning mode will be used for the self - cleaning strategy.

In this mode, the machine can make intelligent decisions on the timing of self - cleaning based on the water volume in the machine body, room zoning, etc., taking into account both cleaning effect and cleaning efficiency.

✅ It is recommended to turn on this mode~

Does the Robot Vacuum Support the 5GHz WiFi Band?

At present, only the Narwal Flow model supports 5G Wi-Fi connection. Other robot vacuums currently supports only the 2.4GHz WiFi band and does not support 5GHz.
The 2.4GHz band offers key advantages for smart home devices like robot vacuums:

Wider coverage: It has a longer effective range and better ability to penetrate walls, ensuring stable connectivity even when the robot moves to different rooms or areas with obstacles.
Reliable low-bandwidth communication: Controlling the robot (e.g., starting/stopping cleaning, receiving status updates) requires only small data transfers, and 2.4GHz provides consistent performance for such low-bandwidth needs.

While we do not support 5GHz at present, we are continuously advancing our technology. Our team is committed to developing robot vacuums that better adapt to diverse home network environments, aiming to meet evolving user needs in the future.

Prohibited Uses and Environmental Restrictions

❌ What liquids should I avoid with this appliance?

Water & Moisture: The appliance is not waterproof. Never spray/pour liquids on it, submerge it in water, or use it to pick up standing water (e.g., spilled drinks). Wipe up liquid spills immediately.
Foaming Liquids: Avoid cleaning laundry detergent, cleaning detergent, urine, or other foaming substances, as they may damage internal components.

⚠️ What hazardous items cannot be vacuumed?

Sharp Objects: Do not pick up glass fragments, pins, small stones, or similar items, which can damage brushes or cause internal blockages.
Flammable Substances: Never vacuum gasoline, solvents, or other flammable liquids. Using the appliance in areas with flammable materials poses a risk of battery fire or explosion.

🌡️ What are the temperature limits for use?

Operating Temperature: 0°C/32°F to 35°C/95°F (do not use in extreme heat/cold).
Storage Temperature: -20°C/-4°F to 70°C/158°F (keep in a dry, temperature-stable area).
Charging Temperature: 4°C/39°F to 40°C/104°F (avoid charging near fires or surfaces over 130°C/266°F to prevent explosion risks).

📌 Can this appliance be used for commercial purposes?

No. It is designed exclusively for household cleaning. Do not use it in commercial, industrial, or professional settings.

🐾 Should I use the robot vacuum to clean pet waste?

No. Please avoid vacuuming pet feces, urine, or other organic waste, as it may cause smearing, sensor damage, or bacterial contamination. Manually clean such messes before using the appliance.

What Voice Controls Does Narwal Robot Vacuum Support?

Narwal robot vacuums offer convenient voice control options, allowing you to manage your cleaning tasks hands - free. Here are the main voice assistants our products are compatible with:

Siri (for iOS) Alexa (Amazon) Google Home

Multi-Floor Cleaning

Q: How to perform multi-floor cleaning?

A: You can perform multi-floor cleaning by creating secondary maps. The specific steps are as follows:

Ensure the robot vacuum is in a state where it has completed mapping the current floor and has saved it as the main map.
Move the robot vacuum to the new floor that needs cleaning and place it in a suitable starting position on that floor. Open the Narwal Freo App, find the option to create a secondary map in the map management settings, and follow the app instructions step by step. Allow the robot to perform a complete cleaning on the new floor to build the map.
Once the secondary map is created, you can move the robot to the corresponding floor and select the appropriate floor map to start multi-floor cleaning tasks. Please note that we do not recommend moving the base station and robot together to another floor for mapping. If you do move the base station, make sure to place it back in its original position.

Device Homepage > Map > Map Management > Create a secondary map

Q: What should I pay attention to when creating a secondary map?

A: Ensure your robot vacuum has sufficient battery to avoid interruptions during the creation process due to low battery. Additionally, place the robot in an open area on the new floor with minimal obstacles to allow it to start mapping smoothly.

Q: How many secondary maps can I create?

A: You can create 1 main map plus 3 secondary maps.

Q: Can I perform a schedule task on a secondary map?

A: Currently the secondary map doesn't support a schedule task.

Q: How is cleaning on a secondary map different from cleaning on the main map?

A: If you create a secondary map with the base station, cleaning tasks on this map will be identical to those on the main map. However, if you create a secondary map without the base station, please note the following:

Only zone cleaning is available for all tasks in this map.
When performing mopping tasks, there is a limit of 150 square feet for mopping area. If the mopping area exceeds 150 square feet, after the robot mops part of the area, you can bring it back to the base station to complete mop washing. Then, you can return the robot to the secondary map and use the App to select the next area to mop.

How to Prevent Narwal Robot Vacuum from Falling Downstairs?

1. How Does the Robot Vacuum Detect Stairs?

The Narwal robot vacuum is equipped with cliff sensors that use the infrared to detect sudden drops like stairs and automatically stop to prevent falls.

2. How to Ensure Proper Sensor Function?

✅ Keep Sensors Clean

Weekly maintenance: Wipe the drop sensors (located on the underside of the robot) with a dry cloth to prevent dust buildup.

✅ Disable "Stairless Mode"

If enabled, the robot ignores drop-offs.
To check: Narwal Freo App > Settings > General > Toggle OFF "Stairless Mode"

⚠️ Important Safety Note:

If your stairs are shorter than 4 inches (10cm) or with Extremely dark/black colored floors, the sensors may not reliably detect them.
Solution: Set up a No-Go Zone in the App to block off the stair area.

Can Narwal Robot Vaccums Clean the Stairs?

No, the Narwal robot vacuums are not designed to clean stairs due to safety and technical limitations. The built-in cliff sensors that use the infrared detect drop-offs to prevent the robot from falling down stairs. This feature actively avoids stairs rather than cleaning them.

What Is the Obstacle-Climbing Height of the Narwal Robot?

The robot has a certain obstacle-climbing ability, and its standard obstacle-climbing height is 2cm. If the height of the threshold in your home slightly exceeds this value, to ensure that the robot can cross it smoothly, we recommend that you purchase the designated threshold module. With the help of it, the robot can cross the threshold with a height of 2-3 cms.

Q: Are there any difference between the Narwal models in its obstacle-climbing height?

A: The Narwal Freo Z Ultra, Freo Z10, Freo Pro, Freo X Ultra, Freo X Plus, and Freo models all share the same obstacle-climbing capability. Each of these robots can surmount obstacles up to 2cm in height.

But for Narwal Flow, its obstacle - crossing ability has been upgraded to a total of 4cm!

How is the Cleaning Solution Consumed?

The following Narwal robot vacuum models support the use of cleaning solution. You can enable the automatic cleaning solution dispensing function via the Narwal Freo App.

Freo | Freo X Ultra | Freo Z Ultra | Freo Z10

Q: How do I activate the automatic cleaning solution adding function?

A: You can navigate to Narwal Freo App Device Homepage > Tap the Settings icon ⚙️ in the top-right corner > Go to Base Station > Toggle "Automatically add detergent" to ON

Q: How do I check the remaining cleaning solution level and how do I know when it runs out?

A: Currently, the precise remaining amount of cleaning solution cannot be viewed via the Freo App. When your cleaning solution runs out, a prompt indicating "Exhausted, please replace it in time" will appear on the Narwal Freo App.

Q: Why isn't my cleaning solution being used up? Is it actually dispensing properly?

A: There could be several reasons why the cleaning solution level appears not to decrease, but rest assured, it is likely being used as intended in most cases.

Q: Can I refill the cleaning solution by myself?

A: No, the cleaning solution is not refillable. Once it runs out, please purchase a new one through our official channels.

Themed Guide: Mapping

🎯 How to Start Mapping?

Before mapping

Ensure the doors to rooms to be cleaned are open so the robot can explore without missing any room.
Remove floor and base station obstacles: Put away obstacles on the floor, such as wires, clothes, books, etc. Ensure there are no obstacles near the base station for the robot to exit the base station properly
Maintain distance and avoid blocking during mapping: When the robot is mapping, DO NOT get close to the robot, follow it, or block it; a distance of 2 meters should be kept. DO NOT stand in the hallway or at the door during mapping, as this may cause mapping errors
After mapping, DO NOT move the base station.

★ For models like Freo Z Ultra, to ensure complete mapping functionality, please remove the protective stickers on the camera. This allows the robot to fully utilize its visual navigation system for accurate mapping.

🔧 How to Optimize

For areas not covered by the map:

Subsequent automatic map updates. Mapping is a rapid process that enables the robot to perceive the layout of the room. During this process, the robot does not traverse every corner. When the robot is relatively distant from a narrow passage, it may determine the passage as unnavigable based on radar scanning results. However, it will identify this passage and other unmapped areas during subsequent cleaning missions. You can tap the icon on the map displayed on the homepage to update the map.
Manual intervention for missed rooms. If the robot does not enter certain rooms, tap the button on the robot to pause the task, push the robot into the rooms (keep the robot on the floor), and tap Start to resume the current task.

For map not saved after robot building:

The map will be saved only after the robot completes scanning the home area, automatically returns to the base station, and broadcasts that the mapping is finished. Do not manually move the robot back to the base station or force termination of the mapping task until all of the above conditions are met.

For multiple rooms merged into one on the map:

Cause: Open-plan layout lacks clear dividers (e.g., doors or walls), preventing the robot from detecting separate rooms.

Solution: Edit the map in the App.

Map Editing - Split; Map Editing - Merge

🎨 Personalized Map Customization

How to change the room arrangements on the map?

You can tap View > Map Management on the Robot Homepage to split or merge rooms and then update the map on the App.

If room splitting or merging is not allowed, you can map again.

How to a Create Temporary or Secondary Map?

Position the Robot on New Floor or New Area

Ensure the robot vacuum has completed mapping the current floor and saved it as the main map. Move the robot vacuum to the new floor that needs cleaning and place it in a suitable starting position on that floor.

Create and Build a Secondary Map via the App

Open the Narwal Freo App, find the option to create a secondary map in the map management settings, and follow the app instructions step by step. Allow the robot to perform a complete cleaning on the new floor to build the map.

Device Homepage > Map > Map Management > Create a secondary map

Multi-Floor Cleaning Operations and Base Station Precautions

Once the secondary map is created, you can move the robot to the corresponding floor and select the appropriate floor map to start multi-floor cleaning tasks.

Note: we do not recommend moving the base station and robot together to another floor for mapping. If you do move the base station, make sure to place it back in its original position.

💡 When Should You Remap Your Robot Vacuum?

We recommend remapping after Base Station Relocation or Major Layout Changes:

1. Relocating the charging base station

2. Making significant home changes, including:

- Moving large furniture (sofas, bookshelves)

- Removing partitions or walls

- Adding bulky items (pianos, wardrobes)

Minor Changes vs. Real-Time Updates

No need to remap for single furniture moves: The robot automatically updates the map in real time during regular cleaning when adjusting to minor layout changes (e.g., moving a side table).

Can the Robot Vacuum Clean Pet Waste?

Narwal robot vacuums are not engineered for pet waste cleanup due to safety and hygiene risks.

To protect your device:

Pre-Cleaning Protocol: Always remove all pet feces, urine, or semi-solid waste from floors before starting the robot.
Why Avoid Pet Waste? Mechanical Risks: Wet waste can clog sensors, corrode internal components, or cause brush tangling. Hygiene Concerns: Organic matter spreads bacteria and may lead to unpleasant odors in the dustbin.

Q: Does Narwal Robot Vaccum detect pet waste?

A: Narwal robotic vacuums like the Freo Z Ultra is equipped with TwinAI Dodge technology and dual processing chips, enabling advanced obstacle avoidance. This system intelligently detects pet waste and avoids it. However, other Freo models lack this specific capability and may not recognize smaller or lighter pet waste. These robots rely on radar and bumper sensors, which can sometimes fail to identify such small, low-profile obstacles.

As a preventive measure, we recommend removing all pet waste from floors before operation. This helps prevent incidents and maintains your robot’s optimal performance.

What’s the best way to contact Narwal Australia?

Email Us

Email us anytime, we will response within 24 hours.

support@narwal.net.au

Call or Text us

Call or text us Mon-Fri from 10:00 - 17:00, and we will respond within 24 hours.

1300 452 099

What Is the MAC Address of My Narwal Device?

We are unable to retrieve the MAC address of your devices directly. Instead, we recommend checking your router settings. Most routers provide the ability to view the MAC addresses of all connected devices.

If you are having trouble identifying the MAC address for your Narwal device, please follow these steps:

Turn off both the robot and the base station.
Check your router's list of connected devices.
The MAC addresses that are no longer listed will correspond to your Narwal device.