Repair Issues with Your ecobee Device's Companion App

Authored by: Support.com Tech Pro Team

1. Introduction: Ecobee: Repair App Issues

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

2. Ecobee: Check Wi-Fi

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.
   

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

3. Networking: Reboot Router

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.

4. Ecobee: Reboot Thermostat

Only perform these steps if you are comfortable with them.

Method 1:

1. Pull the thermostat from its wall mount.
   

1. Keep the thermostat powered off for a minute then put it back on the wall.
2. Allow the thermostat to complete its boot up process.

Method 2:

1. At the circuit breaker box, switch off the heating and cooling system.
   

1. Keep the thermostat powered off for a minute then switch the breaker back on.
2. Allow the thermostat to complete its boot up process.

5. Ecobee: Check Wi-Fi

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.
   

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

6. Ecobee: Connect Wi-Fi

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.
   

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2. Then select Settings.
   

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2. Go to Wi-Fi.
   

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2. Make sure Wi-Fi Radio is Enabled.
   

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2. Go to Network.
   

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2. Tap on Select Wi-Fi Network.
   

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2. Pick your Wi-Fi network from the list and enter your Wi-Fi password if required.
   

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2. Wait for the Wi-Fi connection to be established.
   

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2. After connecting to Wi-Fi, the device will be connected to ecobee.com as well. Tap OK to exit.
   

7. Networking: Check Other Devices

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.

8. What's next?

9. What's next?

10. Mobile: Android or iOS

For the next steps, we need to determine what type of mobile device you have.

11. Introduction: Android: Restart

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.

12. Android: Restart

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.
   

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.

13. Wi-Fi Connectivity Check

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.

14. Android: Check App Updates

1. Open the Play Store.
   

1. At the top, choose the three bars on the left of the search line.
   

1. Choose My apps & games at the top.
   

1. Choose Update All.
   

15. Introduction: Android: App Reinstall

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.

16. Ecobee: Android App Uninstall

1. On your Android device, tap on the Apps icon on the main screen.
   

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2. Look for the ecobee icon.
   

1. Tap and hold the apps icon until you see the Uninstall option show up at the top side of the screen.
   

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2. Drag the icon over the Uninstall option until the icon turns red and release it.
   

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2. You will be asked whether you want to uninstall the app. Tap on OK to confirm
   

17. Ecobee: Android App Install

1. Find the Google Play icon on your Android device and tap on it.
   

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

18. Ecobee: Register Thermostat

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.
   

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2. Open the ecobee app on your mobile device and tap on Register.
   

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2. Enter the registration code that appears on the thermostat and tap on Next.
   

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2. Tap in the box to put a checkmark to the left of Accept Terms & Conditions then tap on Next.

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2. Fill in your name, email address and password to use with your ecobee account then tap on Next.
   

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2. Choose whether you want the local weather to optimize the operation of your thermostat by toggling the On/Off switch then tap on Next.
   

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2. Do the same for Home IQ which tracks HVAC usage and provides energy reports.
   

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2. If you enabled Home IQ, then fill in the required information then tap on Next.
   

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2. On the Congratulations screen tap on Done.
   

19. What's next?

20. Android: Connect Wi-Fi

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.
   

1. Then look for and tap on Settings.
   

1. Go to Wi-Fi.
   

1. 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.
   

1. 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.
   

1. 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.
   

1. 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.
   

1. 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.
   

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.
   

1. 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.
   

1. 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.
   

21. Introduction: iOS: Restart

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.

22. iOS: Restart

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.

23. Wi-Fi Connectivity Check

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.

24. iOS: Check App Updates

1. If an app has an update available, the App Store will show a number in a red circle next to it.
   

1. Choose the App Store on your home screen.
2. Choose Updates at the bottom, then choose Update All on the top-right.
   

25. Introduction: iOS: App Reinstall

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.

26. Ecobee: iOS App Uninstall

1. On the main screen of your iOS device, look for the ecobee icon.
   

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2. Tap on hold the icon until an X shows up on its top left corner. Tap on the X.
   

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2. You will be asked whether you want to delete the app. Tap on Delete to confirm.
   

27. Ecobee: iOS App Install

1. Find the App Store icon on your iOS device and tap on it.
   

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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.
   

28. Ecobee: Register Thermostat

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.
   

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2. Open the ecobee app on your mobile device and tap on Register.
   

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2. Enter the registration code that appears on the thermostat and tap on Next.
   

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2. Tap in the box to put a checkmark to the left of Accept Terms & Conditions then tap on Next.

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2. Fill in your name, email address and password to use with your ecobee account then tap on Next.
   

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2. Choose whether you want the local weather to optimize the operation of your thermostat by toggling the On/Off switch then tap on Next.
   

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2. Do the same for Home IQ which tracks HVAC usage and provides energy reports.
   

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2. If you enabled Home IQ, then fill in the required information then tap on Next.
   

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2. On the Congratulations screen tap on Done.
   

29. What's next?

30. iOS: Connect Wi-Fi

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.
   

1. After that, go to Wi-Fi. You will see that this option also shows one of three statuses to the right:
2. Off - the Wi-Fi feature is disabled
3. Not Connected - there is no Wi-Fi connection establishe
4. the Wi-Fi connections name - there is a Wi-Fi connection already established.

1. 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.
   

1. 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.
   

1. 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.
   

1. 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.
   

1. If the Wi-Fi network you are trying to connect to is hidden, then tap the Other... option.
   

1. 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.
   

1. Choose the type of security the Wi-Fi network has by tapping on it.
   

1. Finally, type in the required Wi-Fi password and tap Join at the bottom right corner to connect.
   

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

31. Additional Information

To better assist you, please answer this question.

32. Ecobee: Reset Password

To reset your ecobee accounts password:

1. Open up a web browser on any device and go to http://www.ecobee.com/lost-password
   

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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.