Matrix10 mop missing in the dock

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I keep getting this message. Mops are secured in the correct places. I’ve done the dock realignment 3 times and it keeps happening. Mop pads are all correctly installed. Dock is on a perfectly flat hard surface. This should not be happening. After cleaning then drying the mop pads it always leaves a pair in the bottom. The first job my vacuum does is sweep the carpet, so it takes the mop pads off, leaves them in the base and says “mop pads missing in the dock”

Hello,

We sincerely apologize for the inconvenience.

To further investigate the issue you reported, please check the following items:

1. Please check whether there is any dust, dirt, or other debris blocking the sensor area beneath the dock hatch.
2. Please check whether any foreign objects are stuck in the mop holder sleeve, which may affect proper mop installation or detection.
3. Please check whether there is any debris attached to the magnetic head of the mop disc and ensure the magnetic connection is working properly.
4. Please check whether there is any debris accumulated on the mop tray surface.
5. Please make sure the dock hatch is fully closed.
6. Please confirm that the mop pads are correctly installed on the robot.
7. Please check whether any mop pad is missing, detached, or improperly installed.
8. Please ensure there are no obstacles in front of the base station and that the robot has sufficient space to enter and exit the dock.
9. Please start a new cleaning task and check whether the robot can complete the cleaning process normally.

If the issue persists after completing the above checks, we recommend contacting our after-sales support team and providing the device SN (serial number) and proof of purchase. We will be happy to provide further assistance.

Phone: 0808 502 1616
Email: aftersales@dreame.tech
Service Hours: Monday to Sunday, 9:00 AM – 6:00 PM

Thank you for your understanding and cooperation.