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Repair Issues with Your ecobee Device's Companion App

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This guide will take you through some troubleshooting steps to repair basic problems you may encounter with the Ecobee app on your mobile device.

? What kind of issues are you having with the ecobee mobile app?

  1. The thermostat shows to be offline
  2. Cannot sign in to app
  3. The app is not working as intended

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This guide will take you through some troubleshooting steps to repair basic problems you may encounter with the Ecobee app on your mobile device.

To check the Wi-Fi connection status of your ecobee thermostat do the following:

  1. On your ecobee thermostat tap on the Quick Changes icon.
    Quick Chances icon highlighted on thermostat screen

  2. Look to the top right corner at the Wi-Fi connection icon. It should show up in one of the following three ways.
    Wi-Fi connection icon types

To reboot a router simply unplug the power cord, make sure that all the lights went off, keep it powered off for 30 seconds then plug the power cord back in.
Router with unplugged power cable

Only perform these steps if you are comfortable with them.

Method 1:

  1. Pull the thermostat from its wall mount.
    Thermostat removal procedure
  2. Keep the thermostat powered off for a minute then put it back on the wall.
  3. Allow the thermostat to complete its boot up process.

Method 2:

  1. At the circuit breaker box, switch off the heating and cooling system.
    Circuit breaker box with breaker being switched off
  2. Keep the thermostat powered off for a minute then switch the breaker back on.
  3. Allow the thermostat to complete its boot up process.

To check the Wi-Fi connection status of your ecobee thermostat do the following:

  1. On your ecobee thermostat tap on the Quick Changes icon.
    Quick Chances icon highlighted on thermostat screen

  2. Look to the top right corner at the Wi-Fi connection icon. It should show up in one of the following three ways.
    Wi-Fi connection icon types

Ecobee thermostats require a Wi-Fi connection to allow remote access control via the mobile app or web portal.

To connect your Ecobee thermostat to your Wi-Fi network:

  1. From the Home screen, press Menu.
    Menu option highlighted on thermostat main screen.

  2. Then select Settings.
    Settings option highlighted in thermostat Main Menu.

  3. Go to Wi-Fi.
    Wi-Fi option highlighted in Settings menu.

  4. Make sure Wi-Fi Radio is Enabled.
    Wi-Fi Radio option highlighted in Wi-Fi menu.

  5. Go to Network.
    Network option highlighted in Wi-Fi menu.

  6. Tap on Select Wi-Fi Network.
    Wi-Fi connection method selection screen.

  7. Pick your Wi-Fi network from the list and enter your Wi-Fi password if required.
    Wi-Fi network selection screen.

  8. Wait for the Wi-Fi connection to be established.
    Wi-Fi connection status screen.

  9. After connecting to Wi-Fi, the device will be connected to ecobee.com as well. Tap OK to exit.
    Connection setup completion screen.

Check if other devices on the same network are having the same connectivity issue. This applies to situations when:

  • You are unable to connect to a Wi-Fi network:
    • Try connecting to the same Wi-Fi network with other devices.
  • You have no internet access or you have slow or intermittent connectivity:
    • Try loading webpages, watching online videos, listening to online music or playing an online game with other devices connected to the same network, preferably through an Ethernet connection.
For the next steps, we need to determine what type of mobile device you have.
The most common way to resolve issues on your Android mobile device is to reboot it. Sometimes the Android OS or the apps running on your mobile device can become unstable - rebooting your mobile device gives it a chance to start up fresh and can resolve many issues on its own.
  1. Hold down the power button on your Android device.

    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.

  2. A prompt will appear on-screen. Select Restart.
    Power prompt with Restart highlighted.
If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  • If you had to shut down your Android device, wait 30 seconds before turning your device back on.
In order to proceed, you will want to double check your device's Wi-Fi connection. The next page will guide you through the process of connecting your smartphone/tablet to your wireless network.

You can skip the next step if your smart phone/tablet is already connected.

  1. Open the Play Store.
    Play Store.
  2. At the top, choose the three bars on the left of the search line.
    Menu option highlighted in Google Play.
  3. Choose My apps & games at the top.
    My app & games option highlighted in Play Store menu.
  4. Choose Update All.
    Update All option highlighted in Play Store Updates.
Sometimes, the apps running on your Android mobile device can become unstable or behave in unwanted ways. Uninstalling and reinstalling those apps can resolve the encountered issues.
  1. On your Android device, tap on the Apps icon on the main screen.
    Apps icon highlighted at bottom of Android screen

  2. Look for the ecobee icon.
    Ecobee app icon
  3. Tap and hold the apps icon until you see the Uninstall option show up at the top side of the screen.
    Uninstall option highlighted at top of Android screen

  4. Drag the icon over the Uninstall option until the icon turns red and release it.
    Mobile app icon turned red once dragged over Uninstall option

  5. You will be asked whether you want to uninstall the app. Tap on OK to confirm
    Mobile app uninstall confirmation query
  1. Find the Google Play icon on your Android device and tap on it.
    Google Play

  2. Search for the keyword "ecobee" and tap on the found app.
  3. Tap on Install and then Open to use it.
    Ecobee Android app landing page

Once the ecobee app has been installed, you must register your ecobee device with it to be able to control it remotely.

  1. On the thermostat itself, go into the Menu then go to Registration to obtain the registration code.
    Registration screen on Ecobee thermostat

  2. Open the ecobee app on your mobile device and tap on Register.
    Ecobee mobile app Sign In screen

  3. Enter the registration code that appears on the thermostat and tap on Next.
    Regsitration code entry screen in Ecobee mobile app
     
  4. Tap in the box to put a checkmark to the left of Accept Terms & Conditions then tap on Next.Terms and Conditions acceptance screen in Ecobee mobile app
     
  5. Fill in your name, email address and password to use with your ecobee account then tap on Next.
    Account creation screen
     
  6. Choose whether you want the local weather to optimize the operation of your thermostat by toggling the On/Off switch then tap on Next.
    Weather feature toggle screen
     
  7. Do the same for Home IQ which tracks HVAC usage and provides energy reports.
    Home IQ feature toggle screen
     
  8. If you enabled Home IQ, then fill in the required information then tap on Next.
    Home details entry screen
     
  9. On the Congratulations screen tap on Done.
    Thermostat registration confirmation screen

Depending on what device (Smartphone or Tablet) and which generation you have, the menu theme and options might look slightly different on your screen. However, the steps should be similar across all Android devices and generations.

  1. From the main screen of your Android device, tap on the Apps button.
    Home screen with Apps button highlighted.
  2. Then look for and tap on Settings.
    Apps page with Settings icon highlighted.
  3. Go to Wi-Fi.
    Settings page with Wi-Fi highlighted.
  4. Make sure the Wi-Fi feature is enabled by flipping the On / Off switch to the On position then wait for the network list to populate and tap on the Wi-Fi network that you want to connect to.
    Wi-Fi settings with toggle highlighted with arrow pointing to toggle and list of available networks.
  5. Your Android device will automatically connect to the network if there is no security enabled, or you have connected to it in the past. The Wi-Fi network name will show Connected underneath and the Wi-Fi symbol will fill up in the top right corner of the screen.
    Wi-Fi settings page with arrows pointing to connected Wi-Fi network and Wi-Fi symbol in the status bar.
  6. If the Wi-Fi network requires a password, then you will see a small padlock next to the Wi-Fi symbol, which also means the connection is secure. Tapping on a secured Wi-Fi networks name will prompt you to enter the password. Passwords are always case sensitive. Type it in using the on screen keyboard then tap Connect.
    Secure and unsecure Wi-Fi symbols shown.
    Wi-Fi settings page with arrow pointing to field to type in your security key and another arrow pointing to Connect.
  7. If the Wi-Fi network you are trying to connect to is hidden, then tap the More option which looks like three dots positioned vertically, on the top right corner of the screen, then tap Add network.
    Wi-Fi settings page with arrow pointing to the Menu icon.
    Wi-Fi settings page with Menu open and Add Network is highlighted.
  8. Enter the Wi-Fi networks name using the on screen keyboard and tap Save if no password is required to connect. If a password is needed to connect to the Wi-Fi network then tap on Security and select the security type. Type in the password, then tap Save.
    Wi-Fi settings page with arrow pointing to a manually typed network name and another arrow pointing to the security type dialog box.
    Wi-Fi settings page with an arrow pointing to the security key typed in and another arrow pointing to save.

At this point your Android device should be connected to Wi-Fi.

As an alternate way you can also try the following method:

  1. Swipe downwards from the top side of the screen.
    Home scree with arrow indicating to swipe your finger down from top of the screen.
  2. Look for the Wi-Fi symbol in the drop down menu and tap on the word below it. If you're not connected to any network, it will say Wi-Fi. If you're already connected to a network, it will show its name.
    Quick Menu options with Wi-Fi highlighted.
  3. Make sure the Wi-Fi feature is enabled by flipping the On / Off switch to the On position then wait for the network list to populate and tap on the Wi-Fi network that you want to connect to.
    Wi-Fi quick settings with arrow pointing to highlighted toggle and another arrow pointing to the list of available wifi networks.
The most common way to resolve issues on your iOS mobile device is to reboot it. Sometimes iOS or the apps running on your mobile device can become unstable - rebooting your iOS mobile device gives it a chance to start up fresh and can resolve many issues on its own.

Powering off an iPhone.

  1. Hold down the lock/power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock/power button until you see the Apple logo.
In order to proceed, you will want to double check your device's Wi-Fi connection. The next page will guide you through the process of connecting your smartphone/tablet to your wireless network.

You can skip the next step if your smart phone/tablet is already connected.

  1. If an app has an update available, the App Store will show a number in a red circle next to it.
    iOS screen with app icon highlighted
  2. Choose the App Store on your home screen.
  3. Choose Updates at the bottom, then choose Update All on the top-right.
    iOS App Store Updates screen
Sometimes, the apps running on your iOS mobile device can become unstable or behave in unwanted ways. Uninstalling and reinstalling those apps can resolve the encountered issues.
  1. On the main screen of your iOS device, look for the ecobee icon.
    Ecobee mobile app icon
     
  2. Tap on hold the icon until an X shows up on its top left corner. Tap on the X.
    App removal option highlighted

  3. You will be asked whether you want to delete the app. Tap on Delete to confirm.
    App removal confirmation query screen
  1. Find the App Store icon on your iOS device and tap on it.
    App Store

  2. Search for the keyword "ecobee" and tap on the found app.
  3. Tap on Get, then on Install and finally on Open to use it.
    Ecobee iOS app landing page

Once the ecobee app has been installed, you must register your ecobee device with it to be able to control it remotely.

  1. On the thermostat itself, go into the Menu then go to Registration to obtain the registration code.
    Registration screen on Ecobee thermostat

  2. Open the ecobee app on your mobile device and tap on Register.
    Ecobee mobile app Sign In screen

  3. Enter the registration code that appears on the thermostat and tap on Next.
    Regsitration code entry screen in Ecobee mobile app
     
  4. Tap in the box to put a checkmark to the left of Accept Terms & Conditions then tap on Next.Terms and Conditions acceptance screen in Ecobee mobile app
     
  5. Fill in your name, email address and password to use with your ecobee account then tap on Next.
    Account creation screen
     
  6. Choose whether you want the local weather to optimize the operation of your thermostat by toggling the On/Off switch then tap on Next.
    Weather feature toggle screen
     
  7. Do the same for Home IQ which tracks HVAC usage and provides energy reports.
    Home IQ feature toggle screen
     
  8. If you enabled Home IQ, then fill in the required information then tap on Next.
    Home details entry screen
     
  9. On the Congratulations screen tap on Done.
    Thermostat registration confirmation screen

Depending on what device (iPhone, iPad or iPod Touch) and which generation you have, the menu theme and options might look slightly different on your screen. However, the steps should be the same across all iOS devices and generations.

  1. From the main screen of your device, look for and open Settings.
    Home screen with setting icon highlighted.
  2. After that, go to Wi-Fi. You will see that this option also shows one of three statuses to the right:
    • Off - the Wi-Fi feature is disabled
    • Not Connected - there is no Wi-Fi connection establishe
    • the Wi-Fi connections name - there is a Wi-Fi connection already established.
    Settings page with Wi-Fi menu item highlighted.
  3. Make sure that the Wi-Fi feature is enabled by flipping the On/Off switch to the green position. Locate and tap the Wi-Fi networks name that you wish to connect to from the list.
    Wi-Fi settings page with Wi-Fi toggle highlighted and the list of available networks highlighted.
  4. Your iOS device will automatically connect to the network if there is no security enabled, or you have connected to it in the past. The checkmark and Wi-Fi symbol indicate you are connected.
    Wi-Fi Settings page with an arrow pointing to a checkmark to the left of the connected network and another arrow pointing to the Wi-Fi symbol in the status bar.
  5. If the Wi-Fi network requires a password, then you will see a small padlock to the right of its name, which also means the connection is secure.
    Wi-Fi settings page with an arrow pointing to the padlock representing a secured network.
  6. Tapping on a secured Wi-Fi networks name will prompt you to enter the password. Passwords are always case sensitive. Type it in using the on screen keyboard then tap Join on the bottom right corner. If tapping it does nothing, then it means the password you typed in is too short.
    Wi-Fi settings page with arrow pointing to password field and another arrow pointing to the Join button.
  7. If the Wi-Fi network you are trying to connect to is hidden, then tap the Other... option.
    Wi-Fi settings page with Other highlighted.
  8. Enter the Wi-Fi networks name using the on screen keyboard and tap Join at the bottom right if no password is required to connect. If a password is needed to connect to the Wi-Fi network then tap on Security.
    Wi-Fi Other Network page with name highlighted and security highlighted.
  9. Choose the type of security the Wi-Fi network has by tapping on it.
    Wi-Fi security page with a list of security protocols.
  10. Finally, type in the required Wi-Fi password and tap Join at the bottom right corner to connect.
    Wi-Fi Other Network page with arrow pointing to the password field and another arrow pointing to the Join button.

At this point your iOS device should be connected to Wi-Fi.

To better assist you, please answer this question.

To reset your ecobee accounts password:

  1. Open up a web browser on any device and go to http://www.ecobee.com/lost-password
    Account password reset page
     
  2. Type in the email address you used to register your ecobee thermostat and click or tap on Submit.
  3. Login to your email account and wait for the email from ecobee. You might also want to check your Junk, Spam or Other folder.
  4. Once you received the email, follow the instructions to reset your ecobee accounts password.