If your ZSE18 Motion Sensor isn’t connecting to your TELUS SmartHome+ Hub, don’t worry — it’s a common issue and easy to fix with a few simple steps. Connection problems can happen for several reasons, but a quick reset or setup check usually gets things back on track.

In this guide, we’ll walk you through how to troubleshoot pairing issues with your ZSE18 Motion Sensor. You’ll learn how to prepare the sensor for inclusion, reset it if it doesn’t connect right away, and confirm that everything is configured correctly in the SmartHome+ app so your motion alerts start working as expected.

Can’t Reach Your Hub

To add new devices, your hub needs to be online. Check that it's powered on and connected to a network, then we'll
try again.

• Check that your hub is powered on and online in the SmartHome+ app.

• Bring the sensor closer to the hub during pairing to rule out any potential range or interference issues. 

• Select Retry in the SmartHome+ app.

• If this fails, try rebooting your Hub: unplug its USB-C cable and then plug it back in.

• Restart the inclusion process and try again.

Sensor Couldn’t be Added to the Hub

This message indicates an issue during inclusion. We recommend checking the following: 

• Check battery: Remove the battery and re-insert it. or remove the USB-C and re-insert it. This forces a power cycle, which will cause the sensor to re-broadcast its SmartStart signal.

• Check the proximity to the hub: Bring the sensor closer to the hub during pairing to rule out any potential range or interference issues.

• Restart the inclusion process and try again. 

• If this fails, factory reset the device.

  • Press and hold the Z-Wave button for AT LEAST 20 seconds.

    • The LED indicator will flash, stay solid, and then turn off to confirm the successful reset. 

Once reset is completed, restart the inclusion process and try again.

Something Went Wrong

• Select Retry in the SmartHome+ app.

• If this fails, try rebooting your hub, unplug its USB-C cable and then plug it back in.

• Restart the inclusion process and try again.

Device Already Connected

This means your device is provisioned in the hub, but may not be visible in the app. Here's what you can do:

• Manually wake the sensor. If the interview is not fully complete, a manual wake will allow the hub to complete the interview process. The device should then appear in the app.

• Factory reset the sensor: If it still doesn't show up, perform a factory reset and restart the inclusion process and try again.

QR Code Not Detected

This indicates there was an error when attempting to scan the QR code on the device.

• Close the app and re-open the app.

• Restart the inclusion process and try again.

  • Ensure the QR code is in focus, well-lit and that there are no objects between your camera and the code.

  • Retry scanning the QR code once more.

If you've tried the steps above and the sensor is responsive based on the LED indicator response to inclusion and factory reset, this confirms the sensor is attempting communication with the hub. We recommend contacting Telus SmartHome+  support by booking a callback from the Support section of the SmartHome+ app.