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Frequently asked questions

Unanswered questions mean unsuccessful customers

 

No matter how much information we put out there, some questions will always remain. We are happy to help you out. However, before reaching out to us please take some minutes to have a look and the FAQ below.

 

 

 


 

1. The solution in general
2. The solution in detail
3. The Nearsens application
4. The products
5. The terms of sale
6. The privacy protection



1. The solution in general

Our solution uses Zigbee technology, aims to be emitting 100 times less radiofrequency than Wi-Fi and 10 times less than Bluetooth. One of the major differences is the intensity of the waves we use. Unlike the Wi-Fi, which communicates continuously, our technology communicates only on a need basis, at reduced distance and with lower data throughput, which greatly reduces emissions.

 

Plus: Zigbee uses the same frequency band as Wi-Fi, with very short and low powers transmissions thanks to its mesh network topology (Mesh), objects are interconnected and behave like repeaters, so less energy is needed.

 

Standard Bluetooth Zigbee Wi-Fi DECT ULE
Frequency Band 2.4GHz 2.4GHz 2.4GHz
Max signal spleen 1 Mb/s 250Kb/s 54Mb/s
Nominal range 10m 10-100m 100m
Nominal TX power (dBm) 10 0 20 25
Nominal TX power (in Watts) 0.01 0.001 0.1 0.32
Ratio vs. Zigbee 10 1 100 320

 

We do hope this is not going to happen, but it is will, fortunately the gateway and objects are connected in an autonomous way. The system is self-sufficient and will continue to operate locally. To continue using the app, however, you will need to continue to pay a subscription to have a remote access.
 

To ensure the security of your solution and data, our smart home solution is compatible with only a limited selection of equipment. As a result, we will not be able to connect your current equipment to our solution for most of the time. On the other hand, you can use the Nearsens solution in addition to your other systems.
 

You should get in touch with the owner of the house who can help you access the system. If he is unable to help you, they should personally contact us by e-mail  [email protected]  or by phone at +33 9 8008 3008
 

No. Only the list of devices you can “add” to the Nearsens app that are listed on the online store are compatible.

Other equipment could become compatible lately. However, our priority being the protection of your privacy and the perfect operation of the system, we do not want to add too many devices that could impact the system sanity.
 

No, for logistical reasons we do not rent the equipment as of today.
 

Yes, the gateway can be installed in just 5 minutes. You will have the opportunity to add devices by following yourself the guide through your Nearsens app.  Once a device is installed, you can change the name, and many other settings.
 

There are many advantages of Nearsens over competitors:

  • One-on-one solution: safety, energy saving and comfort
  • Easy to install, flexible and scalable
  • Includes emergency connection and power
  • State-of-the-art, low-emission communication protocol
  • Long-lasting batteries
  • Can work without application
  • Scalable over time
  • Protected privacy

 

Absolutely, especially for appliances that could only be installed by a craftsman (electrician or plumber). These devices are integrated into our solution, but we do not offer them in our catalog at the moment due to installation complexity.

However, if you would like to benefit, please contact us for more information
 

The main problem of saving energy is first of all to be informed of how much your devices consume. To do this, Nearsens offers various devices that will tell you the precise consumption of your electrical equipment (e.g. smart sockets). In general, a household can save up to 30% on its electricity bill.
 

The system does not require a high-speed or fiber internet connection and a basic ADSL connection (and/or 4G coverage) is sufficient. The system works even WITHOUT internet as there is an eSIM integrated in the Gateway.
 

For reasons of responsiveness, we first promote the sharing of the system with people you trust (family, friends, neighbors) who will also be informed , if you wish, of an anomaly during your prolonged absence and would be likely to intervening quickly.
 



2. The solution in detail

The system is autonomous in energy thanks to an internal backup battery, and an internet connection provided by a GSM chip and a built-in eSIM card. While the system still has power and is in an area where the GSM (2G/4G) network works, your Nearsens solution will continue to work normally. Of course, smart plugs and smart cables will stop working immediately in the event of a power outage.
 

All you have to do is to contact Nearsens in order to complete the factory initialization  of  the system, which will have the effect of  putting the system back in the state you received when you purchased it.  From then onwards, the new owner will be able to configure the system as if it were new.
 

The monitoring service is not yet available. If you wish, we invite you to sign up for our newsletter so we can keep you up to date on the release of this service!
 

Yes, the Nearsens solution is quite compatible with animals. You can also adjust the volume of the siren to make it less noisy for pets. You only need to be careful to use the pet friendly motion detector in case you need.
 

Of course. The solution works with everyone, big and small! You can also set profiles for your children so that you get informed when she/he disables or activates the alarm for example.
 

In the event of an alert, the App sends a notification to all smartphones that are connected to your solution, regardless of user profiles for a maximum of security.
 

No, not for the time being. On the other hand, you can set up the system so that more than one person receives notifications on their smartphone.
 

Yes. However, for any change of ownership, please contact Nearsens.
 

Yes, it is possible. However, the device in question should be within range of the gateway or other devices having the repeater functionality (all nearsens devices connected to the 220V power supply such as the smart plugs or sirens).

It will also be possible to re-set the moved appliances (name, floor, room, etc.) at your wish.

If you have any doubts, questions, or need help, please contact us, our team will be happy to help.
 

In the event of a move, you have several options. In case the Nearsens solution belongs to you and you own the property, you can leave the solution on site and resell it with your property. However, Nearsens will have to be informed of the change of ownership.

 

If the solution is yours but you are a tenant and you want to reinstall the solution in your home, you can simply reconnect it and position the sensors.

 

Depending on the layout of the property, a new setting may be required from the application by changing the parts equipment, modifying the alarm areas and equipment related to the areas etc.
 

You are informed on your smart phone in case of a malfunction such as a power failure or an internet connection problem or when the gateway offline, etc….
 

Yes, it is quite possible. You can opt for a system that includes, for example, the gateway, panic buttons, door, window, motion, vibration sensors and cameras. The possibilities are various, and we invite you to get in touch with our teams or to consult our use cases for more details.
 

The backup connection maintains the system’s remote connection via the appropriate cellular network (2G or 4G) when neither an Ethernet nor Wi-Fi connection is available. An activated eSIM card is included by default in the gateway. You can contact us if you want to deactivate it.
 

The remote connection allows you to use the system through the Nearsens App on your smartphone. It also allows you to receive notifications especially in case of an alert.
 

There are four types of access to the system: the system owner (there can only be one and it cannot be removed); Administrators who can be added by the owner or another administrator and who have the same rights as the owner on the  solution; users can use the system without access to the cameras and without being able to modify it. There are also Nearsens technical accounts that can be used to help our customers in specific cases, but this type of account can only be activated upon request of the system owner.
 

The system displays notifications on your smartphone. You can turn these notifications on or off at your convenience.
 



3. The Nearsens application

Firstly, make sure that you have an internet connection. If you cannot remember your password, you still have the opportunity to reset it through the Nearsens App login page (click “Forgotten password?” and you will receive a new password via email.
 

If you do not see a location, that means you need to get access from the owner, or an administrator assigned by the owner to give you the rights. We invite you to get in touch with those who own the admin rights so that they can give you access to the solution of the property from the application. Nearsens does not have the access to and the data of your system, we will unfortunately not be able to intervene directly, but our teams remain at your disposal to accompany you during this process.
 

In case of no smartphone, the solution allows you to ensure a number of features such as: arming and disarming the alarm through a keypad, setting the siren in case of burglary, fire, water leak, etc.
 

The Nearsens app is available on iOS and Android smartphones
 



4. The products

At present, our equipment exists only in white color (except for the keypad that can be available in black for the outside). Other colors may be added in the future.
 

In the event of an internet and power outage, the Nearsens solution will continue to operate for 4 hours. Because the smart lock is also battery-powered, it will continue to operate as long as the gateway is online.

In the ultimate case of a general outage, it will always be possible to open your door from the outside with a traditional key, using Bluetooth, or unlock the door from the inside.
 

One of the advantages of our chosen protocol is to communicate only in the event of an event. This greatly extends battery life. For example, for motion and door and window sensors, batteries could last beyond 3 years.
 

You will not need spare parts and all devices can be purchased from our online store.

Nearsens takes care of the warranty of your devices when needed. We invite you to contact us, our team will accompany you to find a solution.
 

Yes, of course it is possible. Simply connect to your Nearsens customer account or in your Nearsens app, tab “Services” and then “Online Store”.
 

Simply on the Nearsens site, log in to your customer account or log in to the online shop directly from the App Nearsens (Service tab and then “Online Store”).

On the other hand, do not hesitate to check out the “Use Cases” section to give you some ideas on many possibilities.
 

We choose the best devices on the market and have integrated them into our system.

They use the Wi-Fi network for data transmission. Storage will either be on an SD card or through the supplier’s Cloud.

They are very easy to install, however, we recommend you contact us to check the compatibility of the doorbell with your current installation as well as for the installation of the outdoor camera.
 

The button on the side of the smart plug is mainly used to turn on (green light) and turn off the plug (turn off). In some cases, the plug may no longer be connected to the gateway (green or red flashing light).

The button is also used to pair the plug with the gateway or to reset the device. For more information, see the device’s instructions.
 

After installing your devices, some devices may no longer be able to connect to the gateway. This is mainly due to a range issue. To remedy to this problem, we advise you to move your device as close as possible to the gateway or to a powered device (e.g. siren, connected socket…) and to check after a few minutes that it is connected again. If this is not enough, we advise you to add a powered device such as smart plug, siren, module, lamp, …) between the gateway and the offline device to resolve the range problem.
 



5. The terms of sale

In accordance with the CGV, and the article. 217-12 of the Consumer Code, the defaults covered for two years from the time the equipment was bought.
 

If you have exceeded the legal retraction period, you can either keep the solution for a future property (apartment, house, boat, office, etc.) or resell it or give it to someone.
 

Yes, of course. In this case you should contact us so that we can do a reset of the system.

If you are not satisfied, please contact us so that we can help you as best we can.
 

If you are renting a place, we invite you to get closer to your landlord.
 

Yes, the physical warranty is transferable if your solution is still under warranty and you have the invoice. Part service to be filled.
 

In accordance with the CGVs and article L-221-18 of the Consumer Code, the consumer has 14 days from the date of his time to exercise his right of withdrawal.
 

The warranty for your equipment is 2 years from the date of installation if it is carried out by Nearsens, or the reception if it is sent directly to your address.
 



6. The privacy protection

We make it a point of honor to ensure the protection of all your personal data. Whether it is your personal identifiers and contact information, or the usage data of your connected solution, we collect only the bare minimum and we do not resell nor give of course by this data. Only information that is useful for the system to function properly is kept. Finally, we have put everything in place to comply with the GDPR and more.
 

Our teams are working hard to test and re-test our solution to prevent it from any eventuality. Moreover, our solution being exclusive and rare, the risks of hacking are infinitely low compared to our competitors. Our solution is regularly evaluated by professionals and intrusion tests (“Pentest”) are carried out.
 

For the sake of your privacy, video streams are only accessible by the system owner and administrators. If you want to physically turn off the cameras, we advise you to plug your cameras into connected sockets that you can control them as you wish.
 

We place a point of honor on the privacy of our customers and we are in accordance with the RGPD data protection law.