There can be a number of reasons why you cannot login to your Neo account.
Please check each of the following for possible causes.
Visit status.heatmiser.com and see if we have any reported outages. If we do, our engineers are already working to fix the issue. Sign up for notifications so that we can tell you when the issue has been resolved.
Remember, during any server outage you can always control your heating by using the neoStat locally in your home. Our system is designed in a way that all settings are stored in each thermostat and does not require the neoHub or cloud server to operate.
Incorrect login details
Have you changed your mobile device and so possibly entering incorrect details?
Please check carefully that you have entered your email with no spaces. Ensure you have the correct password and if in doubt change your password by following these steps.
- Open your Neo app
- On the login screen, Press Forgot Password
- Enter your email
- Select Request New Passcode
- Check your email (including your spam folder)
- Enter the code you just received on email
- Now enter your new password
Do you have internet on your device?
Check you have internet on your device and that your neoApp has mobile and WLAN data permission for those using iOS13