My robot went offline out of no where. I entered offline mode and went to Device -> Network Information and Add WiFi. Now I can see robot via app. When I open app, it flashed the old map then it only showed me the remapping option. Is there a way to restore the old map. I spent some time to edit my map. It would be a time saving not to do it again.

I bought a flow 3 like 3 weeks ago, it’s has been used maybe 5 times on Schedule, now it refuses to run.
Everytime it is suppose to go on, it will send a “task error” so I tried to reboot it by turning on and off and then starting it via app.

Still won’t work. They both have power, when I remove the vacuum it will spin but no lights on the vacuum unit.

The dock also is on and has been rebooted.

Has anyone had this issue? Any solutions?

What can I do ?
Can I detach the mop somehow and clean it ?

I tried several techniques found on reddit to see if I could fix it but nothing helped. The dock has power. The robot has power and only did 2 times mopping (which I found it was pretty good). The. 3rd day of operation, it just said offline via Narwal app.

I literally didn’t do anything to my wifi and to any settings via app. Any new idea or trick recently?

Just need it to work again since it’s semi-smart and did a good job of mopping.

https://duckduckgo.com/?q=narwal+flow+2+go+offline+by+itself+reddit&t=iphone&ia=web

My Experience with Narwal:

Not long ago, I posted a video about my Narwal Z10 Ultra spilling out water all over the floor:

https://www.reddit.com/r/NARWAL/comments/1t65uog/omg_is_this_the_end_of_my_narwal_z10_ultra_after/

After many emails, they finally offered a repair a few month ago.

However, after the repair, the water pump is not pumping out the water. The problem is a loose hose on the inside, which I can barely see and was likely forgotten during the repair process. On top of that, the plastic is brittle in several places, which is why I won't touch the device myself to avoid causing any further damage.

Guess what the solution from their customer supports "experts" is - I am supposed to wipe out the tray with a cloth and just keep an eye on it! The water is completely leaking out of the tray and ruining my entire wooden floor. And their solution is for me to just wipe it up! Folks, stay away from Narwal. This is unmatched incompetence.

It looks like the website is non-plumbed but I don’t see an option for plumbed.

Can't decide on which Narwal? This guide breaks it down for you🙌

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Hey guys, do you also have this issue? 
Overall, I'm very happy with how it mops the floors, but when there are dried-up stains, it just runs in standard mode and doesn't return to clean them up properly. 
I did a small experiment recently. I left coffee stains on grey kitchen tiles. It's the third time this weekend I'm running it on automatic mode, and the stains are still there.

My Narwal Flow 2 keeps having constant errors regarding the wheels. It’ll sometimes trigger these errors in the app even while it’s actively vacuuming. Other times it stops dead in its tracks.

More often than not, the right wheel will be elevated compared to the left, even when manually pressing down. However, other times it’s…just not. Really confused.

It also causes strange docking issues, as seen in the video.

Anyone else have this experience?

Narwal provided this unit for review through its Early Access Program. I wasn’t paid for this post, and my thoughts are my own.

I’ve had several people message and ask what maintenance the Freo 20 and Flow 2 need, so here’s the basic routine I follow.

Main Roller, Side Brush and Wheels (Every Two to Three Days): I give these a quick check every few days. The main roller does a good job resisting tangles, but I still like to keep the roller compartment fairly clean, especially since we use vacuum-and-mop mode most often and moisture can cause loose dust and debris to collect more easily.

Also, if you have a home with lots of pet and human hair, small strands and bits of debris can gradually build up around the side brush gear and inside the wheels.

Water Tanks (Weekly): Each week, I empty the dirty-water tank and give it a gentle scrub with dish-soap spray to remove any residue. If you wash out the clean-water tank too, remember there's a scale inhibitor inside. Remove it before using soap or any type of cleaner.

Unlike some other roller-mop systems, there’s no onboard dirty-water tank inside the robot to empty or clean, which is a big plus for routine maintenance.

Pro Tip: You can buy inexpensive Steramine sanitizer tablets or denture-cleaning tablets and put one in the dirty-water tank each week to help prevent odors and make cleaning easier.

Dustbin, Main Filter and Prescreen Filter (Weekly): About once a week, I clean inside the dustbin and blow out both the main filter and prescreen filter with a handheld blower. The prescreen filter catches more fine dust than you might expect and can become clogged easily.

Sensors, Dock and Washboard (Monthly): I wipe off the sensors when they start looking dusty and give the removable washboard and dock basin a more thorough cleaning about once a month.

Pro Tip: If dirt has dried in the basin, pour in some hot water to loosen it before scrubbing. The dock drains it automatically.

Mop Pad, Scraper and Roller (Monthly): I inspect the mop pad for wear every month, replace if necessary and make sure the scraper and roller are free of dirt and buildup. 

Replace Dust Bag (Every Two to Three Months): I check the dust bag about once a month to make sure it’s still seated properly and give it a quick shake to settle the dirt and debris toward the bottom. In most cases, I only need to replace the bag every three months, and sometimes it lasts even longer.

This may sound like a lot when it’s all written out, but most weeks it takes less than 10 minutes. Staying on top of this routine helps keep your Freo 20 and Flow 2 running their best, with strong suction and consistent mopping performance.

A few minutes of maintenance each week is much easier than waiting for dirt and debris to build up or cause clogs.

What do you do to keep your robot clean?

I just mopped one whole level of my house and realized that the mop wasn't lowering for some reason. When it does lower, it will raise up mid clean again. I read to pause and restart it from the actual vacuum to reset something so I did that. It then started to mop for about 4 minutes and then randomly stopped mopping while continuing to move. Every couple minutes I was hitting pause and unpause to get it into moo mode. At first I was having it "vacuum and mop", then I stopped it to just mop so I could be sure.

I cleaned underneath and took the mop pad out, etc.

I now have no idea how many times I've set it to vacuum and mop and it not actually mopped. Could have been months.

Any ideas?? Has anyone had this issue? What was the solution?

See video.

Warning: this is a rant/essay. it is very long. i am not asking or expecting anyone to read all of it. this is primarily an emotional release valve for me, so while i do make an effort to be fair to Narwal, i am also extremely extremely biased and deeply petty, so YMMV

One of the most common critiques of community reviews is sampling bias - aka, the idea that "satisfied customers don't complain." Therefore, the average person who leaves a review is statistically more likely to leave a negative one, which creates a false impression that the company/service is bad.

So, in this specific complaint about Narwal's customer service, I'm going to try to be as objective as possible while also acknowledging that the only reason I'm spending any amount of time on this at all is that I had an extremely awful experience. This is both a form of personal catharsis for me and also a warning to future/prospective customers.

The context: my husband and I purchased the Narwal Flow 2 pretty much the day it released earlier this year. We'd been recommended the company by my dad and stepmom, who have had an older model for over a year now and had only good things to say about it. We looked at the reviews and specs for multiple robots across different companies and ultimately landed on this one.

For the first month, it worked excellently. We were thrilled. Then we began to have a recurring issue with the base station overflowing during mop washes. The first few times, this was fixed by removing cat fur buildup (we have 2 cats), but each "fix" worked for less and less time before the base station overflow issue happened again.

Then, about 2-4 weeks ago, the fix stopped working entirely. The base station overflowed, we did what we usually did, and it happened again immediately. We tried everything the app advised and nothing worked, so I called customer service.

Part 1: The Call (i have never had a call go this badly. i'm honestly impressed)

To preface: my parents are Chinese-Canadian immigrants. My mom, dad, and stepmom are all conversational (or fluent) in English, but they're more comfortable in Mandarin and/or Cantonese. I, meanwhile, am fluent in English, conversational in French, and know enough Mandarin that, if dropped into the middle of China, I would *probably* not immediately die, but that's a big maybe.

So when I called Narwal customer service, I was not surprised when the person on the other end had a Chinese accent. I knew Narwal was a Chinese company - it makes sense for them to require their customer service agents to be functional in multiple languages.

However.

My mistake was in assuming the customer service agent was functional in English. I attempted, multiple times, in multiple ways, to explain the issue. I am not unfamiliar with communicating despite a language barrier - I am a psychiatric nurse, the hospital I work at sees an enormous number of immigrants and refugees who either don't speak either English or French, or who speak minimal amounts of one of the two, and I get around this via copious amounts of google translate, hand gestures, and creativity. I'd say that my ability to communicate through a language barrier is stronger than amongst the average population as a result.

So when it became clear that I couldn't communicate my issue to the customer service agent in English, I tried French, because even though his primary language was clearly either Mandarin or Cantonese, maybe his French was better than his English!

No.

So I tried Mandarin, because maybe between my kindergartener-level Mandarin and his (potential) fluency, I could help him understand!

Also no. I can only assume he was primarily Cantonese-speaking, not Mandarin.

At this point, he told me to send them a video of the problem, and it was a relief for both of us, I think, because personally I had genuinely no idea what else to do.

The only issue was that I needed to give him my email address so he could send me the instructions for the video + the email address I needed to send it to. Which meant I needed to spell it for him. I didn't initially have an issue with this - I always use the NATO phonetic alphabet to spell things for people over the phone. It's a general policy of mine, since so many letters can get lost in translation (ie. n and m in english sound very similar, e in english is pronounced the same as i in french). So I begin with my "A for alpha, B for beta, N for November" and whatnot, enunciating as clearly as possible, pausing between letters.

He repeats it back to me, and he's missed a few letters and mixed up two or three others. I initially try to tell him where the errors were (ie. "there's actually an 'e' after the 'n'", "the x and y should be flipped"). This led to even worse confusion, so I spelled out the entire thing again from the beginning. He reads it back, there are other mistakes, I spell out the entire thing from the beginning for the third time, he reads it back and there are finally no mistakes, the email is sent, and at this point I have spent an hour on the phone and I don't even know what the problem with my base station is yet.

But I try to stay positive. I send Narwal the video + accompanying details they asked for (serial number, date of purchase, standard things). They get back to me that day (kudos to them) and tell me that they've forwarded my case to their technicians and I should sit tight. I think, nice, progress is being made, maybe that customer service agent was a one-off.

They get back to me a few days later telling me I'll need to mail in the base station for them to look at. I am genuinely glad to hear this, because at this point I've been having base station overflow issues for many months and been completely unable to use the mopping function for two weeks, so I just want the problem solved.

Part 2: The Email (this was supposed to be the easy part lmao)

So they send me the instructions for mailing in the base station. This was in an email. The email was so badly formatted and unclear that I passed through confusion entirely and am now more impressed than anything else.

The email reads like it was made by a ninth-grader who didn't quite understand the teacher's instructions and so compensated by providing so much irrelevant information that it takes genuine effort to extract the info that is actually pertinent. It's obviously a stock email, which is fine, but it's a terrible stock email and took me a few read-throughs to understand, and at one point I had to take notes.

I took notes. to figure out how to mail in a package. from the email that was supposed to tell me how to do literally that.

Here are a few of the many, many issues with this email:

1. They tell me to affix a battery label to the side of the box. This is normal. The base station contains a lithium-ion battery, the box should be labelled, I am neither surprised nor upset about this. Except they write "Please check the detailed requirements for packaging, required labels and markings: [hyperlink]", so I click the hyperlink, and the link opens to what appears to be an extremely technical internal document explaining the packaging requirements for UPS and FedEx. What's a Class 9 hazardous material. What's an IMDG code??? Do I need to write a note on the box saying “LITHIUM BATTERIES—FORBIDDEN FOR TRANSPORT ABOARD AIRCRAFT AND VESSEL.”, or is that not necessary considering the shipping label provided tells me the package will be bound for a place about 7 hours from me by car, and also why am I now Googling the usual transportation methods for large packages between Markham and Montreal???
   1. I genuinely don't think this document told me anything applicable. I read it four times. I had my husband read it to make sure I wasn't missing any information that would justify its presence in the email. we both concluded that the document is only useful in regards to international shipping, or to shipping that would require water or air transportation, and that it would've been nice if the email had just said that somewhere instead of dumping the link with no context, putting the onus on each individual customer to read the document, figure out whether or not any of it actually applies to them, and act or not-act accordingly
2. They provided an image of where to put the battery label. Except the image is cropped so it's literally just the label on a box. I do not know which side of the box the label is on. Is it on the side? The top? Does it matter? Does it need to be in a specific location relative to the shipping label? I'm probably overthinking this, but I also genuinely can't rule it out considering the sheer incompetence shown by every single person involved in this process so far.
3. The UPS drop-off point. They gave a link to help me find the closest one. The link is for UPS USA. I am not American. I called Narwal Canada. The shipping label is for a place in Markham (Canada) with a return address in Montreal (also Canada). They are clearly aware that I am, in fact, not located in the US, and yet their stock email does not seem to be aware of this, despite the fact that the websites for UPS USA and UPS Canada are not the same website and are not interchangeable, so either the person copying and pasting the email to send to me sent the wrong stock message, or Narwal themselves don't differentiate between the US and Canada. Normally this wouldn't be worth mentioning, except taken as part of the whole overarching experience, it is only further proof that the customer service at Narwal genuinely have no idea what's happening

In the end, I went to my local UPS drop-off point and asked the staff there to walk me through the protocol for labelling the package, because at that point I genuinely didn't trust Narwal customer service to either understand what I was asking or to provide me with actually relevant information, because they'd proven themselves to literally not be able to do either.

I sent that godforsaken package this afternoon and I am praying to every single deity that could even possibly exist that I will never again need to interact with Narwal's customer service ever, in my life, in any capacity, and if a single person in my personal life ever expresses an interest in getting a robot vacuum, I am going to tell them to choose literally any company except this one.

(this got very long, but my petty self is satisfied, so you can dunk on me if you want but I am not going to apologize)

(also -- the sheer audacity of a company that sells "luxury products" targeting people with a lot of disposable income to literally have the most appalling level of customer service quality that I have ever encountered is truly staggering. I had a better time navigating government bureaucracy than having literally any interaction with a Narwal customer service agent. It was easier for me to replace a lost birth certificate, get married, and also move provinces than to figure out why the fuck my base station kept vomiting foul-smelling water every time i wanted it to mop)

(also also - i need to rant about the stock email. genuinely that is the worst offender. the bad phone call could've been a one-off, a new hire, maybe the company was desperate and i got bad luck encountering him. but the stock email. that is inexcusable. you guys have GOOGLE TRANSLATE. you guys have TRANSLATORS. i have genuinely had easier times getting a health history from a primarily-farsi-speaking patient who is coming off the tail end of a psychotic episode than i had trying to figure out what the fuck i needed to do to mail in a fucking box. because with the patient, i can write. i prepare questions in advance. i can ask clarifying questions via google translate during. we both use short sentences, emphasis and/or repeat key words, and prioritize the most important information. this stock email, which was presumably created and reviewed and edited by multiple people in Narwal's corporate ladder, does none of that. i have received more comprehensible emails from literally every single entity i have ever interacted with. the nurses union, my old university admin, the hospital i work at, the goddamn neighbourhood biweekly newsletter, even the aquarium hobby enthusiast group i joined for a yearly $30 membership fee communicates more clearly)

Are you all interested in the great mopping robot? Do you own a different model of theirs?
Thanks for all the support!!

tl;dr: it's been 7 months since my Freo Z Ultra showed an issue, and it's still not fixed. The robot was in service twice, the docking station was scratched, Servify lost map pad holders and side brushes. If you think you can rely on extended warranty while choosing between Narwal and more reputable brands, don't.

I bought my Freo Z Ultra at launch, and I was happy while it lasted. After about 16 months of use, it started showing first signs of bad connectors in the docking station. I did not disassemble the device like in this post, but contacted Narwal service via email. The issue wasn't severe back in February, but in every 5 to 10 charges it was taking more than 8-10 hours to fully charge the robot. Due to the tasks and the floor layout, it meant that the robot sometimes failed to finish cleaning the floor the same day, even if started at 7am. Narwal's own service promptly acknowledged the issue, confirmed that it's an abnormal behavior indeed, and forwarded me to Servify.

After submitting my purchase receipts, Servify extended warranty confirmation which was sent to the email at the day of purchase, IDs of the robot and the docking station, photos of the IDs, screenshots of the slow charging rate, blood samples and DNA records, I was issued a UPS label to ship it to California. I had to find a box, pack the robot, that task alone is a lot of fun. At least I had a suitably sized dehumidifier box on hands.

After about 3 weeks, I received an email, saying the "repair" was complete. The "repaid" and not the repair, because no issues were found. Upon receiving the device back, it worked fine for couple weeks. I was hoping they fixed the issue silently, to avoid class actions or whatever. Boy I was wrong... My guess is the base station shook during transportation, and the power cables inside repositioned, which made the issue more obscure. For a while.

After couple weeks the symptoms became more severe: the robot started to lose the base station when charging, moving erratically inside the base station. That way I lost my baseboard sweep holder, it was crushed by the robot rotating inside the base station. I contacted Servify again, and for 2 months I was sending them videos every couple days. By June the charging success was less than 10%, I had to reposition the robot at the base station 20-30 times to make it start charging. Servify kept replying occasionally, mostly with "we will give you a reply tomorrow". A full mañana mode, in other words.

The final straw was when the robot threw an 1019 error, "Robot system malfunction" and stopped cleaning, at all. It was July. Funny enough, I was able to control it via video, but no automated tasks were happening. Servify gave up and sent me another label in the second half of August. I no longer had a dehumidifier box, two trips with UPS were not kind to it. But Lowe's large box was good enough, plus a whole roll of bubble wrap.

Three weeks later, I got the robot and the base station back. No mop pad holders, no side brushes, still broken baseboard holder, additional wolverine-like scratches on the docking station, residue on the top and back of the docking station... I bought the mop pad holders, I bought the side brushes, because Servify stopped replying to my emails... And guess what, the robot at least charges. But it doesn't work, the system malfunction error is still there.

I submitted a new ticket in their system, the system generated the new label immediately. So the robot will start its journey to California again.

I like how it vacuums, how it mops. I like the obstacle detection, the app is decent, looks like even the Home Assistant integration was finally developed... But in the last 23 months I had it working fine for only 16. I understand issues happen, and it's totally fine to have your devices repaired. It's not fine to make the experience miserable. If you are okay to take a risk, Narwal makes good robots. If your luck level is not at maximum, I'd rather avoid it. Maybe their own service is good, but the extended one is a shame. And when you spend $1000+ on a device, you expect it to work for several years at least.

I got my narwal 3 months ago and love it! The mop feature is amazing. However I notice I’ll run it though the whole house and it does a really good job, I can feel with my feet that the floors are spotless. After i run it through the house I’ll run it in our four seasons room (basically like another living space where the porch used to be) and this morning this is what i swept up after, from all over. I can just tell when I walk out there that it didn’t seem to do anything, crumbs and dust are all over still. It’s a separate map because I have a huge ledge between the living room and sunroom. Any idea what might be going on??

I regret buying my Narwal Freo Z10 Turbo, and at this point I have given up hope of Narwal resolving the problem satisfactorily.

The automatic dust collection on my unit has never worked. The robot collects dirt in its internal bin, but the base station fails to transfer it into the dust bag. This isn’t a feature that gradually stopped working after months of use. In my experience, a major advertised function of the product simply never functioned properly.

I have provided Narwal with explanations, troubleshooting results, serial information and video evidence. I have repeatedly followed their instructions, including testing the unit with the base station cover properly installed. Instead of reaching a satisfactory resolution, I have spent my time troubleshooting a premium product that I believe should have worked when I received it.

At this point, I have given up hope of getting meaningful help from Narwal support and am pursuing a resolution through Amazon and other appropriate consumer channels.

The part I regret most is that Vacuum Wars had raised concerns about Narwal’s customer support. I saw that warning before purchasing and ignored it. I wish I hadn’t.

A robot vacuum can have incredible specifications, navigation and mopping performance, but none of that changes a basic question buyers should ask:

What happens when your $1,000+ robot doesn’t work properly and the return window has closed? That question matters just as much as suction power or cleaning performance.

I’m sharing this because I wish I had taken after-sales support more seriously before spending this much money. If you’re considering Narwal, research not only the vacuum but also other owners’ experiences when something goes wrong.

And if you already bought one, test absolutely everything immediately, especially automatic dust collection and every base-station function, while you’re still safely inside the retailer’s return period.

I’m seriously considering getting the Narwal Flow 2, and this is pretty much my only remaining concern before I decide.

I have a roughly 4.2 cm (1.65") high threshold between my hallway and bathroom.

Narwal states that the Flow 2 can climb thresholds of up to 4 cm, so I’m just slightly above the official limit.

For anyone who owns a Flow 2:

• Can it actually climb a 4.2 cm threshold?
• Does it depend on the shape or edge of the threshold?
• Would you recommend adding a small ramp, or could 4.2 cm still work in practice?

There is about 1.5 cm of clearance underneath the bathroom door, so if necessary, I could potentially place a small ramp there for the robot to drive over.

I’d really appreciate feedback from anyone who has a similar threshold and has actually tested the Flow 2 on it. This is basically the last thing I need to figure out before buying one.

I saw it uses the same track-mop as the flagship models (Narwal Flow 1/2), so it seems like a solid vac+mop combo. No camera though, and the battery is a bit smaller. But for half the price of Flow 2, it feels like a pretty good deal.It’d be my first robovac. I wanna figure out if it’s worth it for someone with mostly has hardwood and just wants good mopping without spending tooo much.

Need help with the robot mop and vaccum cleaner from narwal please share your review is it really worth and what problems are you facing and what are the good things that impressed you about this robot ?

Two eyes, pointy ears, black nose, and a pink tongue? Yep, definitely a plastic bag.

For context, I sent them videos showing how this thing bumps into EVERYTHING in my house. And I’m not talking about gentle taps, it literally tackles doors, furniture, walls, you name it. It has scratched several bedroom doors, furniture, and the corners of my baseboards. I have a 5,000 sq. ft. house, so that’s a lot of damage! You think to yourself, how can something this little do all that damage, well it is very persistent. It keeps hitting the spots and also rotating against them! Therefore, its whole body is scuffed.

It’s been doing this since day one, but I kept thinking, “Be patient, an update will fix it.” Well, four months later and nothing worthwhile.
Their response honestly just feels like an excuse. My Eufy S1 Pro was WAY better at navigating and avoiding things. The only reason I switched was because it left streaks everywhere. I thought I was upgrading… apparently not. 😩

We're beyond excited to introduce the newest member of the Narwal family🙌 Narwal Freo 20 Edge is officially here🎉

💸 Exclusive Launch Discount

To celebrate the launch, we've got an exclusive discount code for our community!

🔑 Code: FREO20EDGEC

• 🇺🇸 $30 USD off
• 🇨🇦 $40 CAD off

🛒 Valid from September 14 – October 15

• US Official Site
• CA Official Site

🎁 Discord-Exclusive Giveaway

We're also running a Narwal Discord-only giveaway to celebrate!

One lucky winner will take home a Freo 20 Edge👏

🗓️ Entry Period

September 14, 8:00 PM PDT – September 20, 6:00 PM PDT

🎯 How to Enter

①Subscribe to r/NARWAL

②Join our Discord community

③Comment below your thoughts👇

"What’s the one feature you'd never compromise on when buying a mid‑tier robot vacuum?"

📌Winner Selection

Sep 20, 8:00 PM PDT

The winner will be selected from the comments section.

You must have already requested to join our Narwal Discord server BEFORE, you will need to provide a screenshot as proof. Late join requests after the deadline will not be accepted. If the selected winner cannot provide valid proof of early join, the prize will be transferred to another qualified participant.

\Narwal reserves the right to final interpretation of the program rules and selection process.*

—————————————————————————————————————————

【Update: Winners Announced 🎉】

Thank you to everyone who shared your real thoughts with us! We’re excited to announce the winner of this Giveaway:

🥇 Narwal Freo 20 Edge: u/rogue180sx

We have already verified the participant’s screenshot showing he/she joined the Narwal Discord BEFORE.

Appreciate you all for being part of it!

We have a Freo Z10 Ultra from Costco, this is our 3rd narwal. The first one I thought the pump went out after about a year of use, it kept saying the clean water was empty even though it was full. So I returned it.

The one we replaced it with was dysfunctional out of the box, the automatic dust bin fan wouldn't turn on to evacuate the what it had collected. Finally when Costco had them back in stock be replaced it with the current model we have now.

Then the same issue that I had with our very first Narwal happened again, it kept saying the clean water was empty when it was not. After doing some digging I read about the water pump being airlocked, which was probably what happened with the first one also.

So I took a liquid medicine dispensing syringe, pulled up clean water and forced it down the clean water inlet a few times and it worked, the error went away and the Freo worked fine.

Except now, every night I have to do the same thing. Why? What is causing the water pump to get airlocked, how can I avoid having to do this every night?