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The thermostat disappeared from my app after pairing

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This article covers situations where one thermostat disappears after being paired to the app.

This article does not cover:

  • All thermostats showing offline or disappearing.
  • Pairing a neoHub to the app.
  • A neoHub with a red LINK light.

If all devices are offline, or the neoHub LINK light is red, use the "neoHub LINK Light is Red" troubleshooting article instead.

Important: Do not press and hold the Connect button on the neoHub at any point during this process.

Part 1 - Thermostat Has Just Been Added but Has Disappeared

  1. Swipe down on the app to refresh the device list.
  2. Wait up to 60 seconds for the thermostat to appear.
  3. Fully close the app and then reopen it.
  4. If the thermostat still does not appear, continue to Part 2.

Part 2 - Check Which neoHub You Have

  1. Check the label on the back of your hub.
  2. Identify the hub model:
    • neoHub (Gen 1, White Box, neoHub)
    • neoHub Gen 2 (Generation 2, Gen 2, neoHub-Gen2)
    • neoHub Gen 3 (Generation 3, Gen 3, neoHub-Gen3)
  3. If you have a neoHub (Gen 1, White Box, neoHub), go to Part 3.
  4. If you have a neoHub Gen 2 (Generation 2, Gen 2, neoHub-Gen2) or a neoHub Gen 3 (Generation 3, Gen 3, neoHub-Gen3), go directly to Part 4.

Part 3 - Gen 1 neoHub Compatibility Check

  1. Check the model number on the back of the thermostat.

  2. If the model is:

    • neoStat V3
    • neoAir V4
    • neoPlug V2

    These products are not compatible with the neoHub (Gen 1, White Box, neoHub). The hub will need to be upgraded.

  3. If the model is:

    • neoStat
    • neoStat V2
    • neoStat HW
    • neoStat Pro
    • neoStat HC
    • neoStat HC1
    • neoAir
    • neoAir V3

    Continue to Part 4.

Part 4 - Re-Pair the Thermostat

Important: The next steps will factory reset the thermostat. This clears the thermostat's settings, so it will need setting up again afterwards.

  1. If you have any other Zigbee smart devices in the house, please power them off now if possible.

    This can include:

    • Smart lighting hubs
    • Smart home hubs
    • Smart home bridges
    • Other heating controls
    • Devices that communicate using Zigbee

    If you have a smart meter, unplug the in-home display unit if possible. This is the small screen that shows your energy usage. Do not attempt to switch off or interfere with the smart meter itself.

    Once the thermostat has successfully paired, these devices can be powered back on.

  2. Factory reset the thermostat.

  3. Look for Setup on the screen.

    If you do not have Setup:

    • Scroll to the Power icon.
    • Hold Tick for 3 seconds.
  4. When hovering over Setup, hold Tick for 10 seconds or until all the icons light up on the screen.
  5. Setup 1 will then be flashing.
    • Setup 1 = Standard thermostat mode (this is the most common option for a normal room thermostat)
    • Setup 2 = Hot water mode
    • Setup 3 = Thermostat and hot water mode (neoAir only)
  6. If you have a neoAir, take the battery tray out and place it back in.
  7. Open the app.
  8. Press the + icon.
  9. Pick the thermostat you wish to pair.
  10. Give it a name.

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

    Do not hold the Connect button down.

  12. Press Search in the app.

  13. On the thermostat, look for Setup on the screen.

    If you do not have Setup:

    • Scroll to the Power icon.
    • Hold Tick for 3 seconds.
  14. Once over Setup, tap Tick and you will see 01 in the top right.
  15. Tap Tick again.
  1. The thermostat should now add to the app.