How to fix Matter devices pairing failures in Tapo app

Introduction

Matter enables seamless communication across different smart home ecosystems. With the Tapo HomeBase, you can now manage Matter-certified devices directly via the Tapo app. This guide provides quick solutions to common configuration and connectivity issues when the Tapo app cannot add Matter devices.

Requirements

• Tapo Homebase: (e.g., Tapo H500) as the Matter controller in Tapo app
• Compatible Matter Devices: Currently supports smart bulbs and plugs

Troubleshooting

Follow the corresponding steps according to the specific error message shown in the app.

Error message 1: “Unable to Find Your Matter Device”

Matter devices require an initial connection via Bluetooth or Wi-Fi between your phone and the device. If this error occurs, it means that the Tapo app cannot detect the device. Consider the following solutions:

• Ensure Pairing Mode is Enabled: Pairing mode allows the device to announce its availability for setup. It usually turns off automatically after a period. Please refer to the manufacturer's documentation to activate pairing mode and restart the setup process within the limited pairing mode duration.
• Reset and Retry: If it is your first setup of this Matter device and the device hasn’t been paired with another platform, reset it to factory settings. Afterward, toggle your phone’s Bluetooth off and back on, then retry the connection.
• Enable Multi-Admin Support: If the device has already been added to another Matter-compatible platform, follow the guide of this FAQ to know how to create new Matter code: How to add your Matter-Certified device into multiple controllers.
• Ensure that you are connected to the same Local Network: For devices already connected to Wi-Fi (e.g., through another platform), make sure both your phone and the Matter device are connected to the same local Wi-Fi network.

Error message 2: “Pairing Uncertified Matter Device/Device Type Not Supported”

The range of Matter devices that can be managed through the Tapo app is continuously expanding. Currently, supported devices include plugs, bulb, with more categories to be added in the future.

If your device is not officially certified by Matter, it may be unsafe, and we cannot support its configuration in the Tapo app.

Error message 3: “Unable to Connect to Your Wi-Fi Network”

This message indicates that your Matter device cannot connect to the Wi-Fi Network you entered in the app.

• Check 2.4 GHz Network Support: Most IoT devices only support 2.4 GHz networks. Please check whether your Matter device supports 5 GHz networks. If it only supports 2.4 GHz, ensure that your Wi-Fi network is enabled to use 2.4 GHz.
• Verify Wi-Fi Credentials: Double-check the Wi-Fi username and password for accuracy. Re-enable the pairing mode on the Matter device and try the setup process again.
• Contact Manufacturer Support: If the device continues to fail to connect to your router, we recommend reaching out to the device manufacturer for further assistance.

Error message 4: “Unable to Connect to Your Hub”

This message indicates that your Matter device has successfully connected to Wi-Fi, but the Tapo Hub cannot locate it on the local network.

• Ensure Same Local Network: Verify that both your Hub and the Matter device are connected to the same local network without any isolation settings (Guest Network, VLAN, AP isolation or more) between them.
• Check Hub Status: Ensure that your Hub is online and has a stable connection.

QA

Q1: Can I configure Tapo Matter devices with the Tapo HomeBase via the Matter protocol?

A1: The Matter protocol only provides access to a specific set of universal controls and standard functions. Tapo products offer a wide range of advanced features that are not currently supported under the Matter standard. To ensure you have access to the full suite of product features and the best user experience, we have restricted the ability to add Tapo devices to the Tapo HomeBase via Matter. Please follow the standard in-app setup process to complete the configuration.