Mercku Support Hub

Mercku Support Hub

Need help with your Mercku WiFi system? Send us the details below and our support team will respond within 48 hours.

Contact Us

If the form does not load, email us directly at contact@mercku.com.

Setup & Quick Start

New to Mercku, or setting up a new system? Start here.

Setting up your Mercku router
Most Mercku systems are designed to be plug-and-play. Connect the router to your modem using the provided Ethernet cable, plug it into power, and follow the steps in the Mercku app (available on iOS and Android). Setup typically takes under 5 minutes.

Adding a mesh node (Bee or M6s Nano)
Mercku uses EasyMesh for one-click expansion. Plug your new node into power within range of your main router, then add it via the Mercku app under "Add Device." The node will pair automatically.

Need a setup guide for your specific product?
Email us at contact@mercku.com with your product model (M6s, M6, M2, etc.) and we will send you the latest setup guide.

Frequently Asked Questions

My router will not connect to the internet. What should I do?

Try these steps in order:

  1. Power cycle your modem and Mercku router. Unplug both for 30 seconds, then plug the modem back in first, wait 60 seconds, then plug in the router.
  2. Check that the Ethernet cable between your modem and the Mercku router's WAN port is firmly connected.
  3. Open the Mercku app and check your router's status. If it shows offline, try a factory reset (press and hold the reset button for 10 seconds).
  4. If the issue persists, contact us using the form above with your product model and a description of what you are seeing.

How do I update my router firmware?

Open the Mercku app, go to your router settings, and select "Firmware Update." If an update is available, the app will install it automatically. Keep your router powered on during the update. It typically takes 5 to 10 minutes.

I am having trouble signing into the Mercku app.

Try resetting your password through the app's "Forgot Password" link. If you no longer have access to the email associated with your account, contact us with your router serial number and we will help you regain access.

How do I add a Bee node or additional mesh device?

In the Mercku app, go to your network dashboard and tap "Add Device." Plug the new node into power, and the app will guide you through pairing. Place the node within range of your existing router for the first pairing. Once connected, you can move it to extend coverage.

What is covered under warranty?

Mercku is currently in a transition period as we rebuild our support operations. If your Mercku product is faulty or not working as expected, please reach out using the form above with your order details or proof of purchase. We are reviewing every inquiry personally and will work with you on the best resolution.

We will have a formal warranty policy published shortly. In the meantime, the fastest path is to contact us directly.

I bought my Mercku product several years ago. Can you still help?

Yes, please reach out. While we may not be able to repair or replace older hardware directly, we can help with setup, firmware, app issues, and may have options for upgrading to current-generation Mercku systems. Tell us your product model and when you purchased it, and we will respond within 48 hours.

How do I return a product I bought from shop.mercku.com?

Contact us within 30 days of purchase with your order number and reason for return. We will provide return instructions. Products must be in original condition with all included accessories.

How long does shipping take?

Orders ship within 1 to 2 business days from our warehouse. Delivery times depend on your location:

  • North America: 3 to 7 business days
  • Europe: 5 to 10 business days
  • Asia-Pacific: 5 to 10 business days
  • Rest of world: 7 to 14 business days

You will receive tracking information once your order ships.

I am an ISP or business. Who should I talk to?

For ISP partnerships, bulk deployments, or business inquiries, please use the form above and select "Business / ISP inquiry" as the inquiry type. These requests are routed directly to our partnerships team.

My question is not answered here.

Use the form above and we will get back to you within 48 hours. The more detail you can share, including product model, order number, and what you are seeing, the faster we can help.

Other Ways to Reach Us

We respond to every inquiry within 48 hours, Monday through Friday.