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neoHub didn't pair with the app.

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This article covers situations where the neoHub will not pair with the app.

This article does not cover:

  • Pairing thermostats such as neoStat or neoAir to the neoHub.
  • A neoHub with a red LINK light.

If your neoHub has a red LINK light, use the "neoHub LINK Light Is Red" article instead.

Part 1 - neoHub Did Not Pair With The App

  1. Double-check that the neoHub is plugged into one of the yellow LAN ports on the main router.
  2. Check the LINK light on the neoHub.
    • Green = Connected.
    • Orange = Connected.
    • Red = Use the "neoHub LINK Light Is Red" article.
  3. Make sure your phone is connected to the same Wi-Fi network as the neoHub.
  4. If your router has separate Wi-Fi networks, connect your phone to the 2.4GHz network.
  5. Temporarily disable mobile data on your phone.
  6. Unplug any Wi-Fi extenders, mesh nodes, network switches or boosters.
  7. Fully close the app and then open it again.
  8. Select Add Property.
  9. Select neoHub.
  10. Enter a property name.
  11. Press Start Searching.

  12. Press the Connect button on the back of the neoHub once only.

    Do not hold the Connect button down.

  13. The neoHub should pair to the app.
  14. If it does not pair, continue to Part 2.

Part 2 - If The neoHub Still Does Not Pair

  1. Split your router's Wi-Fi into separate 2.4GHz and 5GHz networks if possible.
  2. Connect your phone to the 2.4GHz network.
  3. Fully close and reopen the app.
  4. Select Add Property.
  5. Select neoHub.
  6. Enter a property name.
  7. Press Start Searching.

  1. Press the Connect button on the back of the neoHub once only.

    Do not hold the Connect button down.

  2. If the neoHub still does not pair, continue to Part 3.

Part 3 - Test On Another Network

  1. Take the neoHub to a friend, family member or neighbour's house.
  2. Connect the neoHub to their router.
  3. Wait for the LINK light to turn green or orange.
  4. Connect your phone to their Wi-Fi.
  5. Open the app.
  6. Select Add Property.
  7. Select neoHub.
  8. Enter a property name.
  9. Press Start Searching.

  10. Press the Connect button on the back of the neoHub once only.

    Do not hold the Connect button down.

  11. If the neoHub pairs successfully, it can be taken back home and will remain linked to your app