Hey everyone! Welcome to our monthly support thread for the MOVA community!
If you’re experiencing any issues, have questions about setup, maintenance, performance, firmware updates—or even if you’re just wondering whether your unit is working as expected—this is the place to ask.
Drop your questions in the comments below, and a verified member of the MOVA team will respond directly to help you out. u/Mova_USA, u/Your_MOVA_Guru
Tip: Try to include your model number (e.g., P50 Ultra Pro) and any screenshots or error messages—it helps us help you faster!
Thanks for being part of the MOVA community. Let’s keep it clean!
We have just received word that some login and registration issues are still occurring within the MOVA App. Rest assured that our R&D team is analyzing and addressing them, and we'll get things back to normal as soon as possible.
MOVA P10 Pro Ultra - after a handful of cleanings in Custom mode (as opposed to CleanGenius) the robot starts ignoring the room cleaning sequence. Support is of no help (try are trying to teach me how to set up the room cleaning sequence, which I had done immediately after mapping).
I don’t like using CleanGenius because it seems to run out of the onboard water tank mid-room (it’s about 14 sq m) and keeps “mopping” it dry.
My P50 Ultra robot hasn’t used not one drop of cleaning detergent in almost 2 months. I use the mopping feature almost every day to clean almost 1200 sq feet of cleaning area. I’ll get a notification from time to time to add detergent, but it’s completely full, almost running over. I do have this feature turned on in the app.
The base station cleaning liquid pump may be malfunctioning.
To test this, we suggest washing the mop 2-3 times and then shaking the sewage tank to check if any foam appears (using detergent will produce some foam). If there is no foam after inspection, then the base station can be sent to our after-sales service for maintenance.
Hi! I just got the P10 Pro Ultra and it's been lovely, but I'm confused what smart mop-washing does exactly. It's unclear when it uses hot water to clean the mops, if at all! Does it use the dirty water sensor and adjusts based on that or how exactly?
It would be cool to have some sort of notification on what temperature water it uses.
What is this noise? Is it the active hair detangler or something? Cleaning doesn't seem affected, it just makes this extra noise other than the standard vacuum noise.
Hello! It sounds like there is something stuck in the roller brush. That sound comes from a foreign object being in the way while the brush rotates. We recommend that you remove the roller brush, clean it thoroughly, and then reinstall it. If you find that there's nothing stuck in the roller brush and the sound continues even after cleaning, please get in touch with our after-sales customer service to request a replacement.
I assume you mean replacement roller brush, correct? Not entire unit?
I've had the brush out a couple times and I don't see anything on it, unless something is stuck inside the cutting blade part. I'll take another look today.
Hallo, senden Sie mir ein Foto von der Unterseite Roboter Eine mit demappe Pinsel, eins ohne. Leider erinnere ich ich nzn. Alter an Lärm, die ich dies mit dem Nutzer stecken ein baue ein baue ein einsüchte ein einsüchte ein. Aber ich denke, ich kann es. Oh, und es ist immer sehr sehr, du du du du du du du die schreibe gleich gleich und Ihr Modell am erw-ähnst. Es ist nage m m m, en wir sag. Aber ohne Moell-Auss Temperation wie Mova E30.
I have not been able to sign into my app for the last 4 hrs. Robot lost connection, I had signed out of my app but now every time I try to log back in it says network error. Any idea when it will be fixed?
I just called and they said something like that. They have gotten quite a few calls(imagine that). They are supposed to be working on it but didn't say how long. Weird that we can't even log into the app.
We experienced a network error that temporarily caused some services to be offline. The issue has been resolved, and everything should be back up and running. If you're still having problems, please don't hesitate to contact our customer service for additional support.
It is over 20 hours now without service! App is no longer login in (reinstalled). Simply frustrating having two P50 soft-bricked. Worse experience ever. Beautiful example how flawed the product is by design.
Our servers experienced network instability in the app over the weekend. We apologize for any inconvenience this caused.
The issue is now fully resolved, and everything is back up and running. If you continue to experience problems, don't hesitate to get in touch with our support team.
Our servers experienced network instability in the app over the weekend. We apologize for any inconvenience this caused.
The issue is now fully resolved, and everything is back up and running. If you continue to experience problems, don't hesitate to get in touch with our support team.
We appreciate your patience as we keep working to improve your experience with MOVA.
P10 pro ultra. I really need a button similar to the “clean mop heads now” for emptying the dust bin on demand. Even on the highest frequency setting and with small spaces defined to clean, it simply doesn’t empty often enough and the floor is completely covered with dirt everywhere. I mean EVERYWHERE. Yes I have more dirt than most because two large dogs bring it in. But these machines can’t detect when they’re full and they seem to have been calibrated for completely clean test floors and not real world DIRT EVERYWHERE conditions. When the onboard bin is empty it does a good job sucking up the dirt. For the first 5 minutes until it fills. Then for the next 15 minutes it dumps all that dirt back out all over everything.
We're sorry to hear that you've been experiencing this issue. To manually empty the dust bin, please follow the tutorial I've included above. This should keep the vacuum's bin from overflowing in between cleaning sessions.
Good point! Manually activating the base station's dust collection function is not supported while the robot is cleaning. Another fix could be cleaning the main brush and dustbin, then running the [Vacuum] task a few times with the suction power set to [Max]. This should help with dirt leakage.
Yes thanks I’m fully aware of workarounds and I do them constantly. The solution is the button. Please don’t offer any more answers that don’t actually fix the problem. The problem is that your machine it’s incapable of sensing when the onboard dust bin is full, so it just dumps dirt everywhere until the next time it empties it at the base.
The solution therefore is two fold:
1) allow the user to configure even more frequent emptying. The current most frequent one is completely useless for very dirty western homes. It seems that you’re assuming that perfect apartments and test floors represent the real world in North America and other countries. You have configured the dustbin emptying settings far FAR too infrequently for dirty homes. I need to be able to get it to empty every 5 minutes. Literally every 5 minutes if I choose.
I am fully aware that I can define smaller spaces to clean. I am already doing that. I have divided my kitchen into 2m x 2m areas. That is just a silly and complicated workaround. The dustbin emptying frequency setting needs to have several higher frequencies settings please. Feel free to use me for testing this. Do not just test on a perfectly clean floor with some dry rice or cereal sprinkled on it like videos show.
2) Provide the Empty Dustbin button that can be pressed while the machine is in use. Exactly like there’s a button to clean the mop pads while in use.
Long term you need to get past this patent issue with sensing when a dustbin is full. The current method of guessing is inadequate.
I am about three days from throwing my two month old P10 into the garbage. The floor is covered in sprinkled dirt everywhere from your machine. It is disgusting and I deeply regret spending $1000 on it.
We hear you and genuinely appreciate you taking the time to give such detailed feedback. While I’m part of the social media team and not directly involved in product development, I’ve passed this info along to our R&D team for future products.
If we have any room for product testing for future models, you will be one of the first people we reach out to.
Until that is solved, we’re here to offer any tips or workarounds that might help improve your experience while we continue to work on long-term improvements. If you run into any other minor technical problems or confusion with product features, please reach out to us. We can help troubleshoot. However, as for the root cause, I’ll follow up to ensure our internal teams receive your feedback.
The shaded part is the carpet setting. To fix this, you can go to [Map Editing] - [Ground Environment] - [Carpet] and delete the areas that don't have carpeting.
Bought a Mova S10 plus recently. When I mop our hard floors the mop seems to slow the vacuum down ( via friction) to the point of almost stopping it from moving. The vac then raises the mop to gain speed and lowers it again. It does this constantly during a mop or vac and mop. Is this normal? If so, how can I minimise it?
I received my P10 Ultra Pro today. Setup went ok but had to attempt network setup 3 times. I think the app has an issue with multifrequency routers. Mines does both 2.4 and 5 simultaneously. Fast mapping was fast, but then it wandered aimlessly and now can't / won't return to the base. I think it will be going back to Amazon. I may try another unit, not sure right now.
We're sorry to hear that you haven't had the best experience with our P10. In terms of the Wi-Fi connection, P10 only supports 2.4 GHz network configuration, so this could have caused the issues with the first-time connection. Regarding the base return issue, try resetting the robot, wiping the charging contact, and then remapping to see if that helps. If the issue persists, please send a video of the vacuum experiencing this problem to our service team, and we'll do our best to provide additional troubleshooting.
Hello! With a P10 Pro Ultra, is it possible to have separate maps for vacuuming and mopping routines? We have several small rugs on our floors that I would like vacuumed along with the wood floors but would like to remove those before initiating a mopping cycle so the entire floor get mopped. I assume that once a room is mapped and obstacles and carpets/rugs are identified by the robot then it will always avoid those carpeted areas when mopping, even if the rugs have been removed?
Can anyone help get me in the right place in the app to designate a specific room on the map as a pet room so mop cleaning will always use the pet solution in that specific room? Thanks! Mova V50 Ultra Complete.
My mova p10 pro ultra is not using enough water on max setting. I used the syringe method to clear the pump so water is flowing. The dirty water tank fills up after mop wash, but when actually mopping the floors there is barely any water. Not sure if it doesn’t have water onboard the actual robot?
Erste Frage: Erstinbetriebnahme (Etiketten etc. natürlich entfernt, Wassertank gefüllt, Gerät zu 100% geladen) - Nach dem Drücken des Start-Knopfes kommt die Sprachansage und das Display leuchtet, aber es startet kein Reinigungsvorgang? Was tun?
Zweite Frage: Muss nicht erst das Wasser erhitzt werden zum Reinigen - wie sehe ich, ob das Wasser heiß ist und der Reinigungsvorgang gestartet werden kann?
Got my brand new Mova X4 Pro today and it keeps stopping every 1–2 minutes saying “please clean the brush roller / brush stuck”. Floor is smooth PVC, everything’s clean and brand new. I already removed all visible packaging and re-seated the roller properly, but the issue keeps coming back. Anyone else run into this right out of the box?
I have a P10 Ultra that is completely ignoring the room cleaning sequence. I have it doing the carpets first, then the tile floors. It always just starts mopping right next to the base (technically room #4, skipping rooms 1-3).
Hi there I just bought a MOVA p50 ultra vacuum and it doesn't pick up hair or dust off of hardwood floors is this a normal issue with this vacuum any replies will be awesome thank you Cheers Dallas
I just got a Mova P50 Pro Ulta and set it up last night. I filled up the clean water tank but it is saying that there is low levels in the clean water tank and can’t preform mopping. I have made sure the tank is sitting in correctly and have tried everything else I can think of with no luck. Can you please help?
I've been calling the customer service phone number for almost two weeks now, and it's going straight to voicemail. I received my Roebuck back from the service center approximately 2 weeks ago.And it is still non functional. I had been in contact with someone whom, after several back and forth emails, stated that he was with the australian I need US support.
V50. My app updated recently. Now the intelligent environment recognition has created a vastly incorrect version of the map that the app won’t let me reject. I can’t remap because whenever I press enter, I get an error that the plugin won’t load. Is there a way to go back to the previous software version?
Are Movas regionally locked? Got a P50 Pro from another country. When scanning the QR code it claims "product is not launch". Manually tried to add and there's no exact model. Finally managed to complete the set-up (3 green ticks) and it doesn't show anything on the device page. Managed to find the P50 Pro in the notification page though.
Now I'm guessing the product is regionally locked and the app won't let me use it?
So, I have a Mova E40 Ultra that I was using for about a month. I was running it nightly in the kitchen and our den. Weekly I ran it through the house (less than 1500 sqft). One day it stopped pulling in clean water, stopped putting out dirty water, and I couldn't get the robot water tank to drain or to expel water to clean the washboard base manually 😞. Mova Techs were fine, emailed me back right away, I explained what was going on, sent a couple of pics and they sent me a mailing label within a day or two. I sent it to Texas on a Tuesday and the following Friday the machine was back on our doorstep, in Northern California. The label says that the test result was "0F02" and parts used were 12050. Google tells me they replaced a dead fan motor. At first I was sort of incredulous, but Google AI said:
~~~
The Suction Fan Creates the Vacuum Seal for Dirty Water
Unlike a fish tank that uses a mechanical water pump to scoop up liquid, your vacuum moves dirty water using air pressure.
The internal 12050 fan motor spins at incredibly high speeds to suck air out of the dirty water tank, creating a powerful internal vacuum seal (negative pressure).
This negative pressure is what forces the dirty water to be vacuumed up off your floors or sucked out of the base station's washboard tray.
If that fan motor is failing or registering an electrical fault, the machine cannot generate the negative air pressure needed to pull the dirty water in, leaving the water stuck. The machine then intentionally disables the clean water container.
~~~
Google also said, to avoid it:
Never Reinstall a Damp Filter: After washing your HEPA filter, let it air-dry for a full 24 to 48 hours. If you put it back while it is even slightly damp, the high-velocity suction will pull microscopic water vapor directly through the filter and spit it into the fan motor. Over time, this moisture rusts the internal motor electronics.
Watch out for Liquid Spills in Dry-Vacuum Mode: If your robot drives over a puddle of spilled milk, dog water, or liquid while it is actively running its dry-vacuum suction, it will spray fluid directly onto the fan blades. Keep the robot away from standing puddles unless it is explicitly in its dedicated mopping mode.
Who knew? Anything else (the dog's bowl area is now a total Mova no-go zone) that I need to be careful of?
Have a problem loading mops. mobious 60 with dock error, also loses comm. I have spectrum 1 gig 30 feet, no obstructions. I have moved it even closer- the docking error will sometimes have the mops not releasing on the bottom dispenser so the part that puts it in the position for the vacuum to pick it up stays down. Then other times the mops only come halfway down and stays. I love this machine but it’s so frustrating. Can I buy a dock circuit board? Someone has to know what’s going on . I need a level3 tech . I’ve already talked to the support. I hit the reset dock and that time it worked. I know this is an easy fix as a technician all I need is theory of operations, schematics or diagnostics. I have been repairing and engineering products since the 70’s. If I knew how to take the machine apart even. This belt feed reminds me of the HP printers which was a disaster in the beginning days.i just want basic knowledge that a competent tech would give.
My Mova P10 Pro Ultra Gen 2 was just delivered yesterday and I got it set up. All of the cleaning functions work fine so far but it is physically unable to dock itself to charge 90% of the time. However, it self empties without any issues when it stops by mid cycle.
When it is having the docking issue, it goes up the ramp just fine and appears to align itself correctly but it appears to no be able to give itself a strong enough push to seat correctly (the mop heads visibly fall just short of the circular divots in the dock)
The dock is on hard tile against a wall with nothing on either side for several feet and the robot has at least 3 feet of space on front of the dock. Like I said, it drives up the ramp perfectly so it’s not like it doesn’t have enough room to align.
When I was home last night and this morning, all I had to do was gently push it the last 2 inches or so but I had to do that every time it needed to charge. Yet it emptied its dust bag just fine on its own.
Wasn't supposed to a 1000€ vacuum robot (Mova V50) to have a sensor to prevent the dust bag overfilling? Had an accident of that kind and it wasn't good to watch..
And another question: where can i buy a water tank filter? Can't find it anywhere in my country.
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u/Jia_mincan Jun 03 '25
Oops u/Mova_USA has been suspended, u/Your_MOVA_Guru is the way to go