Stuck mid-install?
DIY install and motor troubleshooting
Most install issues come down to alignment. Most motor issues come down to pairing or limits. Run through the relevant flow below first, then call DIY support if you're still stuck.
The short answer
The vast majority of install problems trace back to alignment — brackets not level, side tracks not plumb, or pelmet not square. Most motor problems trace back to pairing sequence or limit settings.
Work through the troubleshooting flow that matches your symptom below. If you’ve tried the steps and the issue is still there, call DIY support on 08 8359 5935 — bring your order number and a photo of the problem.
Common problems
Five troubleshooting flows
- 01
Blind catches or rubs on the side tracks
Almost always alignment. Check: (1) are the side tracks plumb? Use a spirit level top to bottom. (2) Are they parallel to each other along the full height? Measure the gap top, middle and bottom. (3) Is the blind fabric sitting centred in the channel, or pulled to one side? If the tracks bow inward in the middle, the bottom rail catches there. Loosen, re-level, re-fix.
- 02
Blind doesn't sit flush at the top
Usually a pelmet alignment issue. Check: (1) is the pelmet level along its length? (2) Does it sit hard against the wall above the reveal? Gaps here cause light leak. (3) Is the blind tube seated correctly in the pelmet brackets? If the tube is sitting forward or back, the blind will hang at an angle. Re-seat the tube and check pelmet level.
- 03
Gap under the bottom rail when blind is fully down
Two possible causes. (1) The lower limit needs adjusting — the motor stops the blind a few millimetres above the sill. Re-set the lower limit using the motor button sequence (see your product manual for the exact step, or call 08 8359 5935). (2) The side tracks finish above the sill, leaving a physical gap. Check side track length matches the reveal height.
- 04
Motor not responding to the remote at all
Work through in order: (1) Is the motor charged? Connect the USB-C cable and check the indicator. (2) Is the remote on the correct channel? Cycle through channels and try each. (3) Is the motor within 30m of the remote (the operating range)? (4) Has the pairing been completed? Re-do the pairing sequence using the P1 button on the motor head and the channel button on the remote. If still no response after pairing, call DIY support.
- 05
Remote works but the blind goes the wrong direction
The motor direction has been set the wrong way. There's a direction-reverse step in the motor setup that swaps which way up and down map to. Exact button sequence varies by motor revision — check the supplied product manual or call 08 8359 5935 for the current step. Once reversed, re-test both directions and re-set limits if needed.
Quick diagnostics
Check these first
Is the motor charged?
An uncharged or low motor can do strange things — slow movement, no response, intermittent operation. Always charge first if anything feels off. The motor uses a standard USB-C cable.
Is everything level and plumb?
Pull out the spirit level and check brackets, side tracks and pelmet. Re-checking alignment fixes more install issues than any other single thing. A bracket 2mm out of level shows up as a 5mm gap at the bottom.
Is the remote on the right channel?
The 16-channel remote means you can have multiple blinds on different channels. If you press up and nothing happens, you might just be on the wrong channel. Cycle through and check each.
Have you re-tried the pairing sequence?
If pairing doesn't take first time, the steps need redoing cleanly — partial pairs can confuse things. Wake the motor, hold the P1 button as instructed, then the remote channel button. Check the indicator response between each press.
What to try, what to send, when to call
- DIY support: 08 8359 5935. We'll publish exact phone hours on the contact page — call during normal Australian business hours and you'll either speak to support directly or leave a message we'll return.
- DIY orders are designed for self-install, so we don't do callout visits for DIY troubleshooting as a standard service. Phone, video call and photo troubleshooting work for most issues. If a callout is genuinely needed, contact us on 08 8359 5935 to discuss options for your area.
- We're building a video library covering common install and motor issues. While that's being put together, phone support on 08 8359 5935 is the fastest way to get through a problem — they can talk you through and ask for photos in real time.
- Don't guess and don't hide it. Call 08 8359 5935 and explain what happened. Depending on the part and the cause, options range from a replacement part to a workaround. The worst thing to do is force a damaged install and lose more in the process.
- Yes. Brackets, side tracks, pelmets, bottom rails, motor heads, remotes and chargers can be ordered separately. Call 08 8359 5935 with your order number and we'll get the right replacement out.
- Call 08 8359 5935 with your order number, a quick description of the symptom, what you've already tried, and ideally a photo of the install. Most issues we can get to the bottom of inside one phone call.
- Light leak almost always comes from one of three places. (1) Side tracks not plumb or sitting forward of the wall surface — re-check level top to bottom. (2) Pelmet not seated tight against the wall above the reveal. (3) Bottom rail not closing all the way to the sill because the lower limit needs adjusting. Work through those in order, and call 08 8359 5935 if you're still seeing a gap.
Need a hand
Still stuck? Send photos and we'll work it out.
Send photos of the install with a quick description of the problem — include your order number in the message. Most install and motor issues we can troubleshoot from photos and a phone call.
DIY support: 08 8359 5935.