Possible solutions to power the KUB device

Make sure you are using the correct type of batteries. Type-D

*Make sure you are using the correct type of batteries. Type-D

• Solution 1Try a new set of batteries*

• Solution 2Try powering the device with the USB cable

If the Kub is still not powering after connecting it to the power outlet, or not showing a flashing green light, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

If the KUB is displaying a green light it means it’s working properly and the unit is powering 👌

* If your Kub is showing a light indicating that it is charging, this means your KUB is working. If this wasn’t your issue, please start again the troubleshooting process to asses the issue.

If the Kub is not flashing a green light when plugged to the power outlet 😢, contact us at customer service so that we can further assist you.

If the Kub is still not powering after connecting it to the power outlet, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

Try connecting the USB cable to the power outlet. Does the KUB display a flashing green light?

If the Kub is flashing a green light when connected to the power outlet, but doesn't show any lights when placing your hand under, please contact us at Customer Service.

Please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 2 RED LIGHTS when placing your hand under 🖐️

• Solution 1If the KUB is flashing 2 red lights when placing your hand under, it means the battery is low. Please change the batteries.

If the KUB is still displaying 2 Red lights after inserting a brand new batteries, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

If the KUB is flashing a WHITE LIGHT
when placing your hand under 🖐️

• Solution 1If the KUB is flashing a white light when placing your hand under the sensor, but not dispensing, try touching the valve next to the sensor. Excess liquid left on the valve from the Refeel, together with a period of 24-48 hours of not using the dispenser, can make the liquid dry up and obstruct the hole.

How to reset the valve

• Solution 2We recommend taking the Refeel cartridge out of the dispenser and using a cloth to wipe away any excess sanitizing formula that may have built up.

* If the KUB is still not dispensing after touching the valve and cleaning any excess liquid, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 3 RED LIGHTS when placing your hand under 🖐️

To remove the memory card, press with a pen the white square in the middle of the memory card and slide it up

• Solution 1If the KUB is flashing 3 red lights when placing your hand under, it means the Refeel is not being detected properly. Remove the memory card from the Refeel and clean it with a cloth and alcohol (the same hand sanitizer solution can be used to clean it).

*How to remove the memory card of the Refeel

• Solution 2Please test the device with 2 brand new Refeels to see if the problem comes from the Refeel.

• Solution 3If a brand new Refeel works, please contact us so that we can provide a solution for the non-working Refeel.

If the KUB is still displaying 3 Red lights after testing it with 2 brand new Refeels, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 1 RED LIGHT when placing your hand under 🖐️

• Solution 1If the KUB is flashing 1 red light when placing your hand under, it means the Refeel is empty. Please replace the Refeel.

* If the KUB is still displaying 1 Red light after inserting a brand new Refeel, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 4 RED LIGHTS when placing your hand under 🖐️

• Solution 1If the KUB is flashing 4 red lights when placing your hand under, it means there’s a general failure of the device.

Please contact customer service at customerservice@touchland.com

If the KUB is displaying 4 red lights, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

I am using a Home Password Protected Wifi connection

• SolutionIf you are trying to pair the KUB smart dispenser with your Home Wifi network make sure your smart phone is connected to the same Wifi network you are trying to pair your Kub smart dispenser with.

• Connect to a 2.4 ghz Wifi connection to pair your device and not the 5ghz connection, as the wifi module inside the KUB is not a dual band module. Once the pairing is successful, you can switch the wifi connection of your smartphone to the 5ghz if needed.

I am using a Business Password Protected Wifi connection

For businesses where the Wifi network is protected or additional layers of security/firewalls may be blocking the connection, we suggest the following:

• Solution 1Create a new private Wifi network for KUB devices only protected only by password.

• Solution 2Make some adjustments to your current Wifi configuration: you need to add manually each MAC address of the KUB to give them access to connect to your Wifi network - The MAC address of each device is located inside the KUB under the QR code. (MAC address is a 12 digit code)

* The KUB’S Wifi module is not a dual band and the pairing process can only be done using a 2.4ghz connection.

* If your are still having difficulties pairing the device, this maybe an issue related to additional firewalls from your business security protocol. Please share this document to your IT team for further insight of how the pairing process works (To learn how the device pairs, please click here)

If the KUB is displaying a green light it means it’s working properly and the unit is powering 👌

* If your Kub is showing a light indicating that it is charging, this means your Kub is working. If this wasn’t your issue, please start again the troubleshooting process to assess the issue.

If the KUB is not flashing a green light when plugged to the power outlet 😢, contact us at customer service so that we can further assist you.

If the KUB is still not powering after connecting it to the power outlet, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

Try connecting the USB cable to the power outlet. Does the Kub display a flashing green light?

If the KUB is plugged to the power outlet via the USB cable and when placing the hand this is not dispensing nor showing any light, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 2 RED LIGHTS when placing your hand under 🖐️

• Solution 1If the KUB is flashing 2 red lights when placing your hand under, it means the battery is low. Please change the batteries.

If the KUB is still displaying 2 Red lights after inserting a brand new batteries, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

If the KUB is flashing a WHITE LIGHT when placing your hand under 🖐️

• Solution 1If the KUB is flashing a white light when placing your hand under the sensor, but not dispensing, try touching the valve next to the sensor. Excess liquid left on the valve from the Refeel, together with a period of 24-48 hours of not using the dispenser, can make the liquid dry up and obstruct the hole.

How to reset the valve

• Solution 2We recommend taking the Refeel cartridge out of the dispenser and using a cloth to wipe away any excess sanitizing formula that may have built up.

* If the KUB is still not dispensing after touching the valve and cleaning any excess liquid, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 3 RED LIGHTS when placing your hand under 🖐️

To remove the memory card, press with a pen the white square in the middle of the memory card and slide it up

• Solution 1If the KUB is flashing 3 red lights when placing your hand under, it means the Refeel is not being detected properly. Remove the memory card from the Refeel and clean it with a cloth and alcohol (the same hand sanitizer solution can be used to clean it).

*How to remove the memory card of the Refeel

• Solution 2Please test the device with 2 brand new Refeels to see if the problem comes from the Refeel.

• Solution 3If a brand new Refeel works, please contact us so that we can provide a solution for the non-working Refeel.

If the KUB is still displaying 3 Red lights after testing it with 2 brand new Refeels, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 1 RED LIGHT when placing your hand under 🖐️

• Solution 1If the KUB is flashing 1 red light when placing your hand under, it means the Refeel is empty. Please replace the Refeel.

* If the KUB is still displaying 1 Red light after inserting a brand new Refeel, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.

The KUB is displaying 4 RED LIGHTS when placing your hand under 🖐️

• Solution 1If the KUB is flashing 4 red lights when placing your hand under, it means there’s a general failure of the device.

Please contact customer service at customerservice@touchland.com

Please email our team at customerservice@touchland.com with a video of the issue you are having and a screenshot of this page so that we can provide a solution.

The KUB is displaying a flashing green light when connected to the power outlet

* If the Kub is displaying a green light it means it's charging properly and the unit is powering correctly. Prior to setting up your smart dispenser, please make sure it has been charging for at least 8-10 hours (our devices do not come charged from factory).

Try connecting the USB cable to the power outlet. Does the KUB display a flashing green light?

If the KUB is plugged to the power outlet via the USB cable and when placing the hand this is not dispensing nor showing any light, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page. Prior to setting up your smart dispenser, please make sure it has been charging for at least 8-10 hours (our devices do not come charged from factory).

The KUB is displaying 2 RED LIGHTS when placing your hand under 🖐️

• Solution 1If the KUB is flashing 2 red lights when placing your hand under, it means the battery is low. Please charge the KUB for 8-10 hours.

If the KUB is still displaying 2 Red lights after charging it for 8-10 hours, please contact customer service at customerservice@touchland.com with a short video of the problem you are having and a screenshot of this page.