The Matter QR code must be treated as sensitive data because it allows the device pairing process to start.
In brief: support can verify the product and regenerate the code using the serial number and proof of purchase. The procedure must take place exclusively in private.
What to prepare
- Module serial number.
- Proof of purchase.
- Product model.
- Photo of the label, if still available.
- Description of how the QR code was lost or damaged.
How to request support
- Contact Freedompro Support through a private channel.
- Provide the model and serial number.
- Attach proof of purchase.
- Wait for product verification.
- Follow the instructions received for regeneration or new pairing.
Never publish the serial number, proof of purchase, QR code or regenerated code in forums, social media, public chats, reviews or photos visible online.
Does the module still need to be paired?
No. Verification can also be handled when the module is no longer paired with Freedompro Home or another ecosystem.
If you no longer have any reference
Write to support anyway. The team will tell you which elements are required to identify and verify the device.
