Buttons Not Working! HELP

Hello,

I have had my Mova P10 Ultra for less than a year. Around 5.5 months in, I started experiencing false errors: the robot would stop at random and say the brush was tangled, even though it was not. I tried a brand-new brush, but within less than a minute the same error occurred, making it impossible for the unit to complete any cleaning cycle. I contacted customer service and followed all troubleshooting steps they advised, but the issue persisted, so I had to send the unit in for repairs.

When I received it back, I noticed a screw inside the dust bin. I immediately reported this to customer service. I was told that it may have been picked up during maintenance and that if the unit seemed to work, it should not be a concern.

About a month later (currently), the unit began failing again. It will not run or move at all. It did not perform its scheduled cleaning, and when I asked it to clean by voice command, it responded “I’m here” but did nothing. In the app, it keeps saying “install mop pads,” even though the pads are installed correctly. Attempting to send it to a room causes the app to repeatedly ask me to select a room and then showing “install mop pads.”

I cleared the app cache, nada, so I reinstalled the app, but the unit still would not clean. Because the top buttons — Power, Home, and Spot Clean — will not respond, I could not power the unit off, I had to perform a factory reset and deleted the device from the app.

At this point, the unit cannot reconnect to Wi-Fi because holding the buttons down — which is required to enter pairing mode — does nothing! The lights are on, and it responds verbally, but the buttons are completely unresponsive. I also cannot safely return the device because it will not drain water or complete standard reset procedures. I can't even reconnect the device to the app now.The only other troubleshooting I have seen online is to let the unit completely die and then try putting it back on the dock, which I am waiting to do now... has anyone else had this issue??? False errors and now mova buttons unresponsive??

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Hello,

based on your description, our preliminary assessment is that the robot’s Wi‑Fi module may be malfunctioning.

At the moment, this issue cannot be resolved through remote troubleshooting, so we can only recommend that you contact our after‑sales support team again for further assistance.

Customer Care:
+1 (888) 308-6159
(Mon. to Sun. 9:00–18:00 EST)
Customer Support Email: support@mova-tech.com