How do I register/claim my device?

To register your device you will go to the configuration tab and fill in at least the state and zip code under the address field. After you have filled in the address information hit the "Apply" button next to the "Contact" box. Then you will enter your email address and put in a password to create login credentials. After you have filled in the login credentials boxes hit the apply button. The page will refresh and ask you to login using the information you just changed. You have now claimed your device.

Do I need to port forward my thermostats?

You will only need to port forward your thermostats if you are going to try to access them from outside the LAN and want to communicate directly with them. If you are unfamiliar with how to do port forwarding you can go to portforward.com for step by step instructions.  If you cannot find instruction on portforward.com for your router refer to the users manual or another online source for instructions.

I changed routers and now I can’t see my thermostats on my network, how do I fix this?

If your router credentials changed then the thermostats will not have the correct login info to connect to it. There are multiple ways to fix this problem. The easiest way to fix it if you have many thermostats is to change the security type, SSID and password of the new router to the same security type, SSID and password as the old router. This will allow the thermostats to reconnect without having to adjust the settings.

Why can't I see my devices on the DirectConnect page?

In order to use our DirectConnect service you will need to make sure you have claimed your devices and entered at least a state and zip code in the address field. Use the same login credentials on the DirectConnect page as you used to claim the device.

My WiFi signal to my thermostat is intermittent, how do I fix this?

Sometimes WiFi thermostats are placed on the edge of the signal range, this can cause intermittent connectivity. Alternatively, obstructions of the thermostat signal is also a factor, anything that could potentially block the signal such as metal cabinets, large mirrors, or very thick walls could have an impact on how well the signal gets through. The easiest way to fix the issue may be to add another wireless access point and put it in between the router and the thermostat to boost the signal.

How do I get my CloudConnect login credentials?

You must first register your thermostat under the configuration tab in either a browser or the Command Center. The information you used to register your device will be your login for the CloudConnect site. If you have more than one thermostat it is recommended that you register all of them with the same credentials.

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