General

Please check your junk mail folder. SMS and email confirmations are sent at every step of the way, specifically:

• When you make the initial purchase
• When your order has been processed with a tracking number
• When your order is about to be delivered
• When your order has been delivered

Please note that tracking numbers are sent after 1-3 business days. Business days are weekdays, not weekends or public holidays.

A HDMI device is required for the LED syncing. Almost all HDMI devices are compatible, including:

• PS5 / PS4 / PS4 Pro
• Xbox Series X & S / Xbox One X & S
• Nintendo Switch
• Apple TV (All generations)
• Amazon Fire Stick 4K / Fire TV Stick Lite
• Google Chromecast 4K
• Roku Stick / 4K Stick
• NVIDIA Shield TV / Pro
• Xiaomi TV Stick 4K

Try these quick troubleshooting steps:

1. Turn off the Variable Refresh Rate (VRR) setting in the resolution settings of your Xbox or PS5.
2. Turn off the Variable Refresh Rate (VRR) setting on your TV in the settings.
3. Turn off "signal input plus" in your TV settings (if your TV supports this and the VRR fix didn't work).
4. Turn off your TV's "gaming mode."
5. Turn off 4K upscaling on your TV.
6. Ensure your TV is producing a maximum resolution of 4K 60Hz.

If these steps all fail, please contact support.

A compatible HDMI device is required for syncing the LEDs; integrated apps on the TV will not sync. For example, if you want to watch Netflix with synced LEDs, you will need to use a compatible HDMI device like an Xbox or Amazon Firestick.

Smart apps or integrated apps on your TV cannot be synced as they do not produce output data. This means the Fancy Sync Box has no data to intercept and sync the LEDs with.

Try these quick troubleshooting steps

Fancy Sync Box:

• Make sure you have connected the LED strip to the Fancy Sync Box, you cannot connect unless they are connected.
• Please check you have 2.4 GHz Wifi connection (confirm with modem manufacturer). 
• Check the app permissions, in the settings of your phone.
• Hold the wifi reset button on the back of the Fancy Sync Box for 10 seconds.
• Connect via the "Add Device" page.
• If it still does not connect, reattempt the steps above using a different mobile device or tablet.
• Power off the Fancy Sync Box completely for 10 minutes, powering on again, and then using a new mobile phone to try to connect.

It's extremely important you confirm you are connected to a 2.4Ghz wifi network, or your phone will not connect. 

Extra Steps

If all else fails:

1. Check whether your device is powered on and turned on.
2. Ensure that broadcasting is enabled for Wi-Fi and is not hidden. Ensure that your device has been added over a Wi-Fi band of 2.4 GHz (Check whether the 2.4 GHz band and 5GHz band share the same Wi-Fi account. If so, we recommend that you configure two accounts and switch to the 2.4 GHz band during network connection).
3. Ensure that the DHCP service is enabled for the router. If not, the IP address will be occupied.
4. Check whether the Wi-Fi password you entered is correct. Check for spaces before and after the Wi-Fi account or password and case sensitivity issues.
5. Please make sure that the device is in pairing mode, and click to view the detailed method.
6. If your device is a Wi-Fi device, please use the “Add Manually” method to add it. The “Auto Scan” method may not be able to add your Wi-Fi device.
7. If you are using iOS 14, please make sure you have opened the local network permission and wireless data permission of the App.
8. If you are informed that the device has been bound to another account during the binding process, please follow the instructions on the posted page to unbind the device and add it again.
9. Please make sure that the signal of the network environment where the device is located is strong and stable. Troubleshooting: Download the Internet Speed Test App (make sure the phone is connected to the 2.4Ghz network), place your mobile phone in the same location as the device, and then test the Internet upload and download speed at that location (ensure that the speed is at least: upload ≥ 2 MB/s, download ≥ 2 MB/s or upload ≥ 16 Mbps, download ≥ 16 Mbps), smart camera equipment occupies a large amount of upload bandwidth, and at least 4M of upload bandwidth is required for 1080p image quality (0.5MB/s, 4Mbps), if your device has enabled the cloud storage function, additional 2M upload bandwidth is required, please confirm that your network has sufficient network bandwidth.
10. If the network is normal but the device network connection still fails, check whether the router is overloaded. You can disable a device’s Wi-Fi feature to reserve the channel for resource reallocation.
11. Ensure that the encryption method and authentication type are set to WPA2-PSK and AES, respectively, for the router’s wireless settings, or both are set to Auto. Ensure that the wireless mode is not set to 11n only.
12. If wireless MAC address filtering is enabled for the router, remove your device from the router’s MAC address filtering list to ensure that it is allowed to connect to the network. You can also disable MAC address filtering.

Please watch the setup video and follow the instructions carefully.

Watch here.

The Fancy Sync Box serves as a bridge between your compatible HDMI device and your TV or monitor. It features two HDMI ports for connecting your devices:

• HDMI input slot: Connect your PS5, Xbox, Apple TV, or similar device.
• HDMI output slot: Connect your TV or monitor.

For instance, with a PS5, the connection setup would be:

PS5 → Fancy Sync Box → TV

This configuration ensures proper syncing with the LEDs.

Watch the setup tutorial.

Whether or not you selected ParcelSafe Cover at checkout will affect your eligibility to make a claim for a lost or stolen parcel. If you did not opt for ParcelSafe Cover, you might not be eligible for a replacement or refund. We recommend checking any security camera footage at the time of delivery and providing this to your local police department.

For more details regarding ParcelSafe Cover, please visit the Shopping with Fancyleds page. If you have Package Protection, please contact us for assistance.

The Fancy Sync Box will function with the TV turned off, but only the sound mode and scene mode will be available.

Step 1: Find your TV model/serial number. This information is usually located on a label on the back of your TV or in the TV manual. Your TV model will often contain your TV size, so you will know which size Fancy Sync Box to select.

Step 2: Once you have your TV model/serial number, look up your TV's refresh rate and resolution. For example, you can search "LG UQ80 75 refresh rate & resolution."

Step 3: Note that the sync box is designed for TVs with a size ratio of 16:9 or 16:10. Refer to the chart below to determine if your TV has a 16:9 or 16:10 ratio.

Step 4: Take note of your TV's size, refresh rate, and resolution, and head over to the comparison chart to compare HDMI sync boxes.

HDMI Device:

The final step is to ensure that you have a compatible HDMI device. An HDMI device is required for LED syncing. If your device is not listed among the compatible HDMI devices below, please contact support. Windows PC compatibility may vary by user. Most HDMI devices are compatible, including:

• PS5 / PS4 / PS4 Pro
• Xbox Series X & S / Xbox One X & S
• Nintendo Switch
• Apple TV (All generations)
• Amazon Fire Stick 4K / Fire TV Stick Lite
• Google Chromecast 4K
• Roku Stick / 4K Stick
• NVIDIA Shield TV / Pro
• Xiaomi TV Stick 4K