We are aware of recent issues (October 2023) with customers not being able to reset passwords, this appears to be largely related to customers using an email address with 'btinternet.com'. Please note we have raised this with btinternet.

Question:

Why don't I receive an email to reset my password?

ANSWER:

We recommend using an alternate email address as the one you are using might be blocking emails from our servers. Doing this will pull the hub and all associated thermostats over with it, and remove the need for you to reset your password. To change your email address from within the app, follow these steps:

• Press Home
• Press Locations
• Press Back / Logout
• Press Register
• Enter your new email and password
• Press Continue
• Login to your new account
• Press Add neoHub
• Press Connect on your neoHub (Ensure you are connected to the same router)
• Press Finish

All of your zones will be visible in your app and profiles will migrate over. You will need to set up any recipes.