How to Fix Sonoff Device Shows Offline Only on One Phone
- Second phone not properly logged into the shared home
- Sharing/permission not set up
- App out of date on one phone
Problem Description
Your SONOFF device appears online and controllable on one phone but shows offline on another. Both phones have the eWeLink app installed. The issue is usually a stale app cache on the affected phone, different eWeLink accounts or server regions, an outdated app version, or the phone being on a restricted network that cannot reach SONOFF's cloud servers.
Why This Happens in Real Homes
A SONOFF showing offline on one phone but online on another isn't a device problem — the device is clearly connected. It's an account or app issue on the phone that sees it offline: usually the sharing wasn't set up correctly, that phone is on a different or improperly logged-in eWeLink account, or its app is out of date or has a stale session.
Confirm the affected phone is logged into the correct eWeLink account and that the home/device is properly shared with that user with the right permissions. Update the eWeLink app on that phone, clear its cache or re-log in to refresh the session, and check the phone's own connectivity. Re-sharing the home if needed fixes the mismatch, since the device itself is fine.
Symptoms
- Online on one phone, offline on another
- Device controllable on some phones only
- Offline for one user
- Works for you, not for family
- Inconsistent across phones
- One account sees offline
- Phone-specific offline
- Shared user can't control it
Recognize these? Here's what usually causes it.
Common Causes
- Second phone not properly logged into the shared home
- Sharing/permission not set up
- App out of date on one phone
- Different eWeLink account
- App cache/session issue on one phone
- Phone connectivity issue
- Home not shared correctly
- Notification/permission mismatch
Most fixes happen in the first 3 steps.
Do not factory-reset devices for single-phone visibility problems.
Tools & Requirements
Step-by-Step Solution
Check the eWeLink account on the affected phone
If the same SONOFF device shows online on one phone but offline on another: the two phones might be logged into different eWeLink accounts, or different server regions. Open eWeLink on the phone showing the device offline > Profile > check the logged-in email/phone and the server region. Compare with the working phone. If the accounts differ: the offline phone does not own the device and may only have shared access (shared devices show offline if the owner's account has connectivity issues).
Clear the eWeLink cache on the affected phone
The eWeLink app caches device states locally. If the cache is stale, it shows 'offline' even when the device is actually connected. On the affected phone: eWeLink > Profile > Settings > Clear Cache. Force close eWeLink (swipe it from the app switcher). Reopen eWeLink — the app re-downloads all device states from the cloud. If the device now shows online: the problem was stale cache data. This commonly happens if the phone was in airplane mode or had no internet for an extended period.
Check the phone's network connection
eWeLink needs an active internet connection to reach SONOFF's cloud servers and display device status. If the affected phone is on a restricted WiFi network (corporate, hotel, or a guest network with a captive portal): it may not reach eWeLink servers on port 443. Switch the phone to cellular data and check if the device shows online. If it does: the WiFi network is blocking the connection to SONOFF cloud. Try a different WiFi network or use cellular data.
Update the eWeLink app
Different eWeLink app versions on two phones can cause inconsistent behavior. Check the app version on both phones: eWeLink > Profile > About. If the versions differ significantly (e.g., v4.x vs v5.x): update the affected phone to the latest version from the App Store or Google Play. Major version differences can cause incompatible cloud API calls, where one phone gets a valid response and the other gets an error or empty state.
Reinstall eWeLink on the affected phone
If clearing cache and updating did not fix it: uninstall eWeLink from the affected phone. Reinstall it from the store. Log in with the same account. The fresh installation eliminates any corrupted local databases, permission issues, or background notification problems that can cause the app to miss device state updates. After reinstalling, check that notification permissions are granted — eWeLink uses push notifications for state changes, and without them, the app may not update device status in the background.
Quick Solutions
Still having issues? This is usually the deeper cause below.
This usually happens right after a router reboot or ISP change — the device rejoins the network but drops its cloud session silently.
Client-specific offline usually indicates app/device-state issues, not hardware faults.
Most WiFi drop-offs happen right after a router reboot or ISP swap — the device reconnects to the network but silently loses its cloud registration.
- Second phone not properly logged into the shared home
- Sharing/permission not set up
- App out of date on one phone
- Different eWeLink account
- App cache/session issue on one phone
Before you go — try one of these (they fix most cases).
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Official Manufacturer Manual
SONOFF provides official product documentation through their online manual rather than downloadable PDF. Access setup guides, troubleshooting steps, and product specifications for your Sonoff Client-Specific Offline.
Source: sonoff.tech
Need More Help? SONOFF Support
Note: The contact information below connects you directly to SONOFF's official customer support team, not Trunetto. They can help with warranty claims, device replacements, and advanced technical issues.
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