Neato Customer Care Holiday Hours

We hope you are enjoying the holiday season. Our Customer Care team will be away from the office from 4pm EST on December 24th and back to normal business hours on December 27th. They will also be off from 4pm EST December 31st, 2016 and back to normal business hours on January 2nd, 2017. Feel free to fill out a contact us form and they will get back to you upon their return.

Neato Support

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My Neato Robot fell down the stairs. What should I do?

First, make sure no dirt or debris is blocking the drop sensors on the bottom of the robot. Wipe the sensors with a clean, soft cloth or cotton swab: clean the dirt from the windows of the sensor. Start the robot again and continue cleaning.


If the robot continues to have trouble with stairs, you can lay boundary markers on the stairs, especially if the stairs are covered with thick carpeting. Thick carpeting can affect the robot’s navigation system.

We recommend cleaning the drop sensors regularly: how often depends on the amount of dirt and debris in your home. For example, if you have pets, we recommend cleaning the drop sensors at least once a month.

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