My mop pads are not retracting

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Hi my mo pads are not lifting. I’ve tried to fully reset robot, it says it’s resetting then switches on by itself and can’t connect via app now.
I’ve tried deleting app and reinstalling.
I can lift the hover to spot clean and it work.

Reset not sticking and no app connection on top of the pads — that's past what I can help with. Email aftersales@dreame.tech with your SN and let them take a look.

Hello, for this issue, please refer to the following steps to reset the device:

Open the top cover of the robot and press and hold the Reset button for 3 seconds to restore the factory settings. Then restart the robot and check whether the issue persists. Please note that the attached images show the reset button locations for two different robot models for reference. Please use the one that matches your specific model.

Please note: Resetting the robot will erase all data, including any maps that have been created. We apologize for any inconvenience this may cause.

If the issue persists, we recommend sending a photo of the device's S/N (serial number), your proof of purchase, the troubleshooting results, and a video or photos showing the issue to our after-sales team at aftersales@dreame.tech for further assistance.