Help Center

Standard Shipping

We offer free shipping on most orders if shipping to US or Europe. Packages usually reach your destination in 3-7 business days, shipping from our warehouse in US or EU. (In stock in warehouse)

US Warehouse Address：1760 SULPHUR SPRING RD, HALETHORPE, MD 21227 USA

Germany Warehouse Address: Breitefeld 15, 64839 Münster (Hessen), Deutschland

We will charge shipping fee if sending to other places (Not in U.S. and Europe), or shipping from China (out of stock in warehouse), the shipping fee depends on the size, weight and your location of your order. Packages usually reach your destination in 15-20 business days, but occasionally take longer. Orders placed after 10 am Pacific Time may require +1 day to process. For example, orders placed after 10 am on a Friday may not be processed and shipped until the following Monday.

Expedited Shipping

If sending to other places (Not in U.S. and Europe), or shiping from China (out of stock in warehouse), the expedited shipping usually takes 5-10 days less delivery time than standard shipping. The shipping fee depends on the size, weight and your location of your order.

Orders placed after 10 am Pacific Time may require +1 day to process. For example, orders placed after 10 am on a Friday may not be processed and shipped until the following Monday.

Yes, we ship to any country in the world.

Reach out to Mia @divoom.com immediately regarding the error, we will change it for you. Just email us your full name and correct address, we will update the shipping details for you.

About Import Duty

Your order may be subject to import duties or taxes when the shipment reaches your country. Tax fees may vary depending on the country the order is shipped to. Each country/state has its own threshold after which taxes will be applied. Please contact your customs office for specific amounts and percentages.


Please note that our store cannot control and is not responsible for any duties/taxes applied to your package and will not cover any additional charges for customs clearance. In rare occasions, customs agents may delay delivery of some packages.

Pixoo64 needs 5V2A (highlight mode needs 5V3A power supply).

1. Make sure the output of the USB plug you are using is 5V2A (any USB plug below this output will cause this problem).

2. Most of the computer's USB, electrical USB ports (such as TVs), and the old Apple's plug output are not up to 5V2A. While the 5V2A multi-hole socket, the power supply will divide part of the current, resulting in less than 5V2A.

3. The highlight mode requires 5V3A power supply. If this mode is turned on and a 5V2A USB plug is used, the same problem of insufficient power will occur.

4. More than 90% of the Pixoo-64 is caused by insufficient power, and there are various problems (including unable to configure the network, 40% card, etc.) It is recommended that you confirm the problem first.

Solution:

1. Try to use another 5V2A or above USB plug

2. Take the parameters of the USB plug and provide photos.

3. Try to use another TF card, or format the original TF card

1: If it is stuck at 40%, please confirm whether it is the latest APP, it is best to reinstall the APP and try again;

2: The user switches to the Bluetooth mode to see if the search device has PIXOO64;

3: Pay attention to the case of the password, the password is case-sensitive.

4. Do not use public password-free WiFi (such as airports, shopping malls, and university dormitories without passwords, requiring authentication type public WiFi)

5. Try to use a mobile phone hotspot (two mobile phones are required), one to distribute the hotspot, and the other to use the APP to control the Pixoo64 link to the hotspot)

6. Try connecting to different WiFi (some routers have built-in firewalls that prevent new devices from entering)

7. Confirm that the USB plug is 5V2A or above (insufficient power can cause power supply problems)

8. Reset the network (press and hold the switch for 15 seconds)

1: The pixoo64 freezes as soon as it is turned on, and keeps ringing the buzzer, asking the user to replace the power adapter. Our products require at least a 5V2A adapter.

1. Bubbles

Pixoo64 acrylic or glass screen will not have any bubbles. Any bubbles are caused by the second layer of film on the screen, you can tear off the second layer of protective film yourself.

2. Chromatic aberration

When the LEDs of Pixoo64 are of the same color in the full screen, some LEDs will have color cast problems.

3. Blue tint

There is a certain color difference between the screen of the mobile phone and our LED. The white displayed on the screen of the mobile phone will appear bluish in a cool color under the interpretation of the LED.

And it is recommended that you use highlight mode + color temperature adjustment (in device settings)

4. Insufficient brightness

Compared to other products (especially the PixooMax), the Pixoo-64 is not bright enough.

Pixoo64 is mainly used indoors, especially for anchors to show in low light environments. If the brightness is too high, it will be exposed under the lens.

5. LED problem

Please adjust Pixoo64 to full screen "red/green/blue", if any of the three colors of the LED cannot be displayed normally, please contact Divoom staff

All such suggestions, requests, consultations; can directly contact the developer Email: developer@divoom.com

For a link to Pixoo64's REST API, please provide:

LINK: http://doc.divoom-gz.com/web/#/12?page_id=89

  *You need to create your own clock face, as well as to define your resource/API. Basically, it will display your defined information/texts.

  **This function is still in a testing progress. If you have any questions regarding the usage/functions, please Email our developer directly Any questions please contact the above Email).

Reset the network:

Press and hold the power button for 15 seconds

Reset internal settings (clear subscription information, etc.):

When Pixoo64 is in connected mode, use the APP at the bottom of the device settings, click "Restore Factory Settings"

Reset Pixoo64 firmware:

After the device is turned off, take out the TF card next to the charging port. Use a card reader to format the TF card on the computer. You can also directly replace the new TF card.

Formatted file format must be FAT

If you need to disassemble (replace the screen, or check whether the buttons are stuck), please click this link:

https://www.kickstarter.com/projects/divoom/pixoo-64-the-pixel-art-smart-clock-for-the-cyber-world/posts/3259259

This link has pictures + text to teach step by step how to disassemble and replace the screen for Pixoo64.

1. After connecting the charger, is the charger indicator light red?

2. The red light does not turn on. Check whether the charging cable is plugged in and whether the charger supports 5V output.

3. The red light is on. Check whether the output current of the charger is within 1-2A, or try a genuine charger

4. Plug in the charger to charge the red light flashing, indicating that the speaker battery is broken

1. Please use a separate charger for charging. It is not recommended to use the computer's usb to charge and use aux. to listen to music at the same time. 

2. If the user plays some strange music, there may be noise and abnormal noise. It is recommended that the customer listen to other songs or compare other speakers to see if they have the same problem. It is difficult for speakers at our price level to ensure that every song is played well. (There is no other speaker and you can listen to the song on your cellphone to check whether the song itself is a problem)

3. Check to see if the sound effect of the player is turned on, causing the wrong playing of the speaker.

4. Check if there is any foreign matter in the speaker position

1. Determine whether the wire is in good condition and whether the charging indicator of the machine is on. If the indicator light is on, charging is ok; for some machines without indicator light, try another charging cable.

2. Determine if the charger is correct. Many of our machines require 5V, 2A. Some counterfeit chargers have a charging current of only 200-300ma, and it will take a long time to charge.

3. The battery of the machine that has been left for too long may be exhausted, and it needs to be charged with the correct cable and charger for about half an hour to recover. You can let the customer charge for a while and then wait.

Press “POWER BUTTON” for 8s to reset the traditional speaker；Press the “light button” for 10s till the pixel speaker is powered off

Pixoo64:

Reset network:

Long press the power button for 15 seconds

Reset internal settings (clear subscription information, etc.):

In Pixoo64 connection mode, use the APP at the bottom of the device settings, and click "Restore Factory Settings"

Reset the Pixoo64 firmware:

After the device is turned off, take out the TF card next to the charging port. Use the card reader to format the TF card on the computer. You can also directly replace the new TF card.

The formatted file format must be FAT

• 1. A disposable alarm clock can be set on the speaker, please refer to the manual for details.
• 2. Use APP to set the alarm clock (Up to 10 alarm clocks can be set). Find Good Morning Wake-up in the APP-select an alarm clock to turn on-set the alarm time-week-whether to recycle-click the upper right corner after the alarm ring method Note: Set the alarm clock to distinguish between morning and afternoon
• Note: After the alarm is activated, the alarm will ring for five minutes, the snooze waits for five minutes, the bell rings for five minutes, the snooze waits for ten minutes, and the bell rings for five minutes.

1. First confirm whether the operation is correct (check the manual)

2. It is best to plug in the antenna or usb line to enhance the signal when searching for a station by long pressing.

3. If it is difficult to receive the table indoors, it is best to lean against the window or extend the antenna outside.

Can record (recording can be realized on the device APP)

Recording time is one minute

The current recording can be kept once, but the recording cannot be saved after being played

Recording operation: 1. Long press the speaker playback button for more than 2 seconds to enter the recording mode, and short press the playback button to play the recording after the recording is completed; 2. Use APP recording function to record

Long press the menu key to turn off the keyboard light (light key off)

1. Is there an authorized APP positioning

2. Whether the phone positioning is turned o

The speakers with TWS function are: POWER, PRO, TREK, Macchiato, MOCHA

2 ways to connect to the box: 1.2 speakers are all in the pairing state (Bluetooth, etc. flashing), short press the box button of one of the speakers to enter the box mode, and one of the Bluetooth lights on the pairing will be on

2. Use the mobile phone to connect one of the machines to Bluetooth (Bluetooth, etc., long on), and the other machine is in the pairing state (Bluetooth, etc. flashing), short press the TWS button of the connected Bluetooth machine to enter the pairing state, and know the other one The bluetooth light of the machine is always on to connect to the box.

Please refer to the instruction manual for the box button of each speaker

Hardware problem repair

After connecting to the APP, the time is automatically updated to the time on the phone. (If you use the APP to calibrate for a period of time, the criterion is that the crystal oscillator of the machine is deviated, and repair it)

Traditional speakers will automatically turn off in 20 minutes when they are turned on and paired. When connecting to Bluetooth or playing songs, they will not turn off until the battery is low.

Pixel speakers will not automatically shut down when turned on. You can change the automatic shutdown time in the APP settings or through the speaker buttons.

All speakers can last more than 700 days in the off state.

1. Confirm whether there is a song in the TF card, and the song format is MP3 format

2. Does the TF card capacity exceed 128G (some speakers are 64G)

3. Confirm whether the TF card is good (change TF)

4. The above ruled out that the high probability is that there is a problem with the speaker itself

1. Check if the network is normal

2. Whether the mobile phone has turned off the animation display

Can't set your favorite song as alarm ringtone

There is a pattern on the boot or the Bluetooth light is on but there is no boot sound, it can basically be judged that the speaker is broken or the connection is dropped.

1. TIVOO V1.3 hardware version has no indicator light. V1.5-V1.7 hardware version will turn on red when charging and turn off when fully charged. Charging time: 3H

2. When Timebox-EVO is charging, the light will be red, and the light will be off when it is fully charged. Charging time: 3H

3. When Timoo is charging, the light will be red, and the light will be off when it is fully charged. Charging time: 3-3.5H

4. Ditoo charging lights up in red and turns off when fully charged. Charging time: 3-3.5H

5. Tivoo-max will turn on red when charging, and turn off when fully charged. Charging time: 5-6H

6. Macchiato turns on red when charging, and turns off when fully charged. Charging time: 2.5H

7. Mocha with charging indicator white light, full 5 white lights are always on Charging time: fast charge 3-3.5H slow charge 6-7H

8. PRO with charging indicator blue light, full of 5 blue lights always on Charging time: 8-9H

9.POWER blue light with charging indicator, full of 5 blue lights, always on Charging time: 7-8H

10. Little coffee, the red light is on when charging, and the light is off when fully charged. Charging time: 2-3H

11.OUTDOR charging lights up in red, full of lights off, charging time: 4-5H

12. TREK charging lights up in red, full of lights lights up in green, charging time: 3H

14.Party2 blue light with charging indicator, 5 blue lights are always on when fully charged Charging time: 4-5H

1: First determine whether the user's mobile phone network is normal, and ask the user to switch between 4G and the local network to try;

2: Kill the app and try again;

3: It may be that there is a problem with the local network accessing our server. We only have a server in Voice of America Silicon Valley overseas. We can only let the user name try it later.

1. Make sure that the APP sleep mode is turned on after connecting the speaker.

2. Kill the app and re-enter the app to see if the sleep mode is turned on

3. Sleep mode can only be realized in a very quiet environment (below 30DB), and the screen will light up immediately when the environment is higher than the decibel value.

1. Confirm that the APP has connected the speakers and turned on the voice control function

2. Is there any sound when the phone is connected to the speaker AUDIO to make a call or use the recording function?

No sound means the speaker MIC is broken or the MIC is blocked

   If there is sound, kill the mobile APP in the background, reconnect the speaker to check whether the sound control switch is normally turned on

The Bluetooth chip of traditional speakers without pixels is Actions

The Bluetooth speaker with pixel screen is from Ankai

Little coffee is from BK

OUTDOR is CSR

First determine whether the speaker is connected to the APP, and click on the smart reminder to confirm the authorization.

Android phone:

  One: Android confirm whether the application that needs to be reminded can be displayed in the status bar of the phone, if it cannot be displayed, find the settings-turn on the permission in the notification center.

  Two: The APP must run in the background, and use the APP to connect to the device, and the device cannot be disconnected. It is to send reminders to the device through the APP

  iPhone:

1: First click the smart reminder, the phone will prompt for authorization, click to confirm;

2: The Bluetooth of the mobile phone is turned on and can be connected with the device;

Three: The mobile phone's own software can have a pop-up window function, like WeChat, when there is a WeChat message, the mobile phone will show a message bar to remind you.

4: If the phone does not pop up, please check the settings of the phone. Turn on the phone pop up function

Reference manual of each model power back to customer

1.TIVOO 45MM/1pc

2.Timebox-EVO 45MM/1pc

3.Timoo 45MM/1pc

4.Ditoo 45MM/1pcs (square)

5. Tivoo-max 45MM/2pcs (square)+78mm/1pcs (square)

6.Macchiato 40MM/1pc

7. Mocha 55MM/2pcs (square)+22MM/2pcs

8.PRO 2.5 inch/2pcs+31mm/2pcs

9.POWER 53MM/2pcs+22mm/2pcs

10.Small coffee 33mm/1pc

11.OUTDOR 52MM/2pcs+31MM/2pcs

12.TREK 45MM/1pc

14.Party2 78MM/2pcs+31MM/2pcs

This is due to the time deviation between the APP and the hardware crystal oscillator

Use APP to upgrade the device online to solve

Use the Dianyin APP to connect to the machine, and you can see the set password in the setting connection.

1. Android: Enter the phone settings to find the Bluetooth settings, find the connected Bluetooth-click the setting symbol-open the media music (the description of different phones is similar)

2. Apple: Check if the player is switched to mobile phone playback

3. If you want to connect AUDIO with pixels, the connection APP is Light

4. No problem with the above operations, restart the phone

What should I do if the brightness of the device cannot be adjusted by pressing the button after using voice to reduce the brightness of the device to 0 on the timing page.

Turn on and off again or use voice to increase brightness

1. First, check if there is a network problem. If the Bluetooth is disconnected, the phone will freeze when playing.

2. Clear other bluetooth devices in the phone, restart the phone and speakers

3. Check if there is an interference source next to the speaker (2.4G signal or the like). If the speaker is changed to another place, it will still freeze.

4. Change to a mobile phone to play and see if it is caused by a problem with the phone itself