1. In which countries is Hugo available?

Hugo is currently available in the US, Canada, UK, Australia, and New Zealand.

 

2. What languages does Hugo support?

Hugo is currently an English robot. We're working release multi-languages including, Spanish, German, Japanese, French and more.

 

3. What's your return policy?

We accept returns within 30 days after you receive the product. Please refer to company post-sales policy at https://www.moorebot.com/p/en/afersalepolicy.do.

 

4. What's Hugo's warranty?

Hugo is covered by a 12-month warranty. Our warranty period begins on the date which your Hugo is shipped.

 

5. What's the shipping method?

We use UPS for North America. For elsewhere, we typically use DHL for fast and safe delivery. 

 

6. Why do I need App? Where to download?

Hugo App is required to set up the robot and pair with your Amazon account. The App is available at the Apple App Store, Google Play and Amazon Appstore. 

 

7. How do I set up Hugo?

Hugo is a WiFi-connected device. The WiFi connection and quality are important for Hugo to work well. Please make sure that you start Hugo in close range of your WiFi router. To set it up, please follow the below procedure: i) Open the Hugo App, register with username and password, and confirm with your email address. ii) Turn on Hugo, wait until a voice prompt.

 

8. How come my Hugo doesn't connect to WiFi?

When Hugo doesn't have a WiFi connection, the power LED at the front will blink. Hugo only supports 2.4GHz WiFi band with DHCP. Some old WiFi protocols are not supported, such as WEP. Sometimes a WiFi router needs a reboot to allocate IP address properly. A simple way to let Hugo go online is to use a mobile phone with data service as a hot spot. Use QR code to tell Hugo the WiFi hot spot SSID and password. It should quickly get Hugo online. 

 

9. How do I reset Hugo?

There is one aperture at the very bottom of Hugo. Use a needle to long-press for 8 seconds, Hugo will reset to factory condition automatically. The process takes up to 2 minutes. Once reset, you need to set up WiFi and to pair Amazon account again.

 

10.  How to interact with Hugo?

Hugo features Alexa built-in smart voice interactive system, which enables interaction everytime when you ask Alexa to play music, tell schedule, set timer, etc.

 

11.  How to monitor through Hugo?

Use App to view the image up to 1080P quality. Hugo supports IPcam. It allows to you monitor home from anywhere in the world. Two-way voice over IP (VoIP) is also supported. 

 

12.  Does Huge has night vision?

Yes, Hugo has night vision. The IR light source is at the bottom of the robot with a black window. Please make sure that nothing blocks IR light for night usage. 

 

13.  What is face tracking?

When Hugo is talking, it looks at your face and follows you. 

 

14.  What is facial recognition?

Hugo has edge AI for facial recognition. It recognizes up to 500 persons locally, without sending any data outside your home. 

 

15.  How to add Hugo skill?

Simply add Hubble Hugo skill to your Amazon account. The Hugo skill enables you to further control the robot, such as close eye, record video. Here is an example of letting Hugo to take a photo of certain person.

 

16.  How is my privacy protected?

Your privacy is our top priority. A touch sensor on the top of the robot head allows you to disable microphones completely. Hugo has motorized eyelid to cover the camera. Only in voice interaction or IPcam mode, the eyelid will open up. No photo or video will be uploaded to any cloud server. 

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