This SOP provides customer support agents with troubleshooting steps and responses for the WD98 Water Leak Detector. Use this guide to resolve common customer inquiries before escalating to the Product Team.

1. Device Setup & Connectivity

Issue: Customer cannot add or set up the device in the Tuya Smart App

Troubleshooting Steps

Confirm the device is powered on.
Press and hold the Reset button for 5 seconds until the indicator light flashes rapidly.
Confirm the device is now in EZ Pairing Mode.
Open the Tuya Smart App.
Tap the "+" in the upper-right corner.
Select Add Device.
Verify the customer is connecting to a 2.4 GHz Wi-Fi network.
- The device does not support 5 GHz Wi-Fi.
Enter the Wi-Fi password and complete pairing.
After successful pairing, advise the customer they can customize:
- Alarm volume
- Alarm duration
- Automation linkage rules

Issue: Customer does not receive push notifications after a leak

Verify App Settings

In the Tuya Smart App:

Me → Settings → Message Notifications

Ensure the master switch for Security Device Alarm Push is enabled.

Verify Phone Settings

Confirm the Tuya Smart App has permission for:

Notifications
Background Activity
Auto Start

Both app permissions and phone permissions must be enabled for push notifications to work.

Issue: Low Battery

Indicators

Hardware:

Red indicator flashes three times every 20 seconds

App:

"Battery Low" warning appears on the device card.

Device Behavior

During low battery:

Leak detection still works.
Local alarm volume is reduced.
Alarm duration becomes shorter.

Once the battery is completely depleted:

The detector stops functioning.

Resolution

Replace the battery as soon as possible.

2. AP Mode (Local Connection)

Issue: No Wi-Fi available or Wi-Fi connection failed

AP Mode Setup

Hold the Reset button until the indicator flashes rapidly.
Switch the pairing screen to AP Mode.
Connect the phone to the detector's Wi-Fi hotspot.
Return to the Tuya App.
The app will establish a local LAN connection.

Important Notes

AP Mode allows customers to:

View device status
Test the alarm locally

Limitations:

No internet connection
No remote push notifications
Only the local buzzer functions

After Wi-Fi becomes available, customers must re-pair using EZ Mode to restore remote notifications.

3. Alarm & Probe

Issue: Extension probe does not alarm immediately after insertion

Explanation

This is normal behavior.

Due to plug tolerances, inserting the probe alone may not trigger the alarm.

Verification

Immerse the extension probe in water.

If the alarm activates, the probe is functioning correctly.

Issue: Does the alarm reset after drying?

Yes.

Approximately 10 seconds after the metal contacts are completely dry:

The alarm automatically resets.
The app updates to show a "dry" status.

Issue: Alarm duration

Initial Water Detection

Alarm sounds for 15 seconds.

If the Probe Remains Wet

The detector re-alarms every 15 seconds for 2 seconds each time.

Continuous Water Exposure

Alarm continues for 24 hours, then automatically stops.

Disable Local Alarm

Customers may disable the local sound and light alarm within the app while continuing to receive phone notifications.

Issue: Multiple extension probes

Connecting multiple extension probes in parallel is not recommended because it reduces detection sensitivity.

Waterproof Information

Metal contacts are waterproof.
Wire connectors should not be submerged for extended periods.

4. Installation & Placement

Recommended Locations

Suggest installation in areas where leaks commonly occur, including:

Under sinks
Near water heaters
Near water purifiers
Along underfloor heating pipes
Basements
Beside washing machines

Important Note

Pure or deionized water has lower conductivity.

Because of this, the detector's sensitivity is reduced and it may occasionally fail to trigger an alarm.

5. Offline Operation

Issue: Device loses Wi-Fi connection

The detector continues to function locally.

Available:

Local buzzer alarm

Unavailable:

Phone push notifications

6. Smart Automation

Can the detector work with other Tuya devices?