Mop pad is keep come off

I have been using this robot vacuum for 3 months. Started couple weeks ago the mop pad is keep coming off. I already sent an email to customer service. I tried everytning they suggested. But it still not working. I only used for 3 months. And i cleaned the magnet area and also manually turned off and turn it back on. It still not working. When i put it on, magnet stuck together. But once i put the vacuum on the floor the mop pad comes off right away.

What is the setting in the app. If you only have vacuum selected it will drop the pads.

Ours have the same problem. The mop pads does not attach anymore. Is there a way to change them or the magnets?

Dear customer,

We're very sorry for the inconvenience caused. Regarding the issues of the mop pad installing/detaching failure, to better solve the issue, it is recommended to follow these troubleshooting steps:

1.  Please confirm how long you've been using the current mop pad. If it has been used for an extended period, we recommend replacing it with a new one to see if this resolves the issue.
2.  If the problem persists after replacing the mop pads, please inspect the magnet on the mop pad holder:
a. Try switching the left and right mop pads to test functionality.
b. Ensure you're using genuine Dreame mop pads. If using non-genuine products, please switch to original Dreame mop pads for proper compatibility and performance.
c. Check if the magnet on the mop pad holder is rusty or has abnormal magnetic strength(refer to attached piture). If rust is found, we can arrange a replacement mop pad holder for you.
3. Perform additional troubleshooting:
a.Remove the robot from the base station and detach the mop pad holders from the robot.
b. Manually restart the robot and wait for it to fully reboot and return to normal status.
c. After restarting, reinstall the mop pad holders back onto the robot.

If the issue continues after completing all these steps, please share a video of the abnormal behavior and share your device with our technical team ID: YQ416654 for further in-depth inspection and handling. For guidance, please refer to the video: Share device.

If the video is too large, please upload it on google drive ,set to ""Anyone with the link"" and share the link to us.

If you have any further questions, please feel free to contact us anytime.