How to Fix Issues with the ecobee App

Introduction

In This Guide
You'll Learn How To:
  • Fix issues with your Ecobee smart phone app.
Before We Begin:
  • Have your thermostat ready.
  • Have your smart phone ready.
Ecobee mobile app platforms

? 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

We're here to help!

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In This Guide
You'll Learn How To:
  • Fix issues with your Ecobee smart phone app.
Before We Begin:
  • Have your thermostat ready.
  • Have your smart phone ready.
Ecobee mobile app platforms

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
  1. Unplug the power cord from your router.
    Router with unplugged power cable
  2. Ensure that all the lights went off.
  3. Wait ten seconds.
    Wait 10 seconds
  4. Plug the power cord back into your router.
  5. Wait up to a minute for the connections to be re-established.
    Wait 60 Seconds

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.

To continue, we need to know what Operating System your smartphone or tablet has.

There are 2 main Operating Systems for smartphones currently available, Android and iOS.

Android Smartphone
Android smartphones are produced by multiple companies, such as Samsung, LG, Motorola, HTC, and OnePlus. Example Android home screen.
iOS Smartphone
Apple is the only company that makes iOS smartphones. Example iOS home screen.
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.
    Android Phone with power button highlighted.
    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
  2. Select Power Off.
    Power menu with Power off highlighted.
    If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments, and your Android device will start back up.
    Android Phone with power button highlighted.
In order to proceed, you will want to double check your device's WiFi connection. The next page will guide you through the process of connecting your smartphone or tablet to your wireless network.

You can skip the next step if your smart phone or 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. Launch the Play Store on your smartphone.
    Google Play Store.
  2. Select the search bar at the top.
    Google Play Store with Search highlighted.
  3. Type in Ecobee, then select Ecobee from the list.
    Ecobee icon
  4. 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.

On Your Thermostat

  1. Tap the Menu. 
    Main menu icon for the ecobee
  2. then go to Registration to obtain the registration code.
    Registration screen on Ecobee thermostat

On Your Smartphone or Tablet

    1. Open the ecobee app on your mobile device.
      Ecobee icon
    2. Tap Login. If you need to create an account tap Register.
      The ecobee registration page

Create a New Account

  1. Enter the registration code that appears on the thermostat, then tap Next.
    Entering thermostat code
  2. Tap the box to put a check mark to the left of Accept Terms & Conditions, then tap Next.
    Accepting the terms and conditions
  3. Fill in your name, email address and password to use with your ecobee account, then tap Next.
    Account creation
  1. Enter the registration code that appears on the thermostat, then tap Next.
    Entering thermostat code
  2. Choose whether you want the local weather to optimize the operation of your thermostat by toggling the On/Off switch, then tap Next.
    Weather toggle
  3. Choose whether you want Home IQ to track HVAC usage and provides energy reports. Tap Next.
    Home IQ toggle
  4. If you chose to enable Home IQ, fill in the required information, then tap Next.
    Home IQ fields
  5. On the Congratulations screen tap Done.
    Congratulations 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. Open Settings.
    Android Settings
  2. Select Wi-Fi.
    Wi-Fi
  3. Make sure Wi-Fi is set to On at the top.
    Wi-Fi with On toggle highlighted.
  4. 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.
    Wi-Fi connected
To Connect to a New Network

If you're connecting to a particular Wi-Fi network for the first time:

  1. Select the connection from the list.
    Wi-Fi settings with Connection Highlighted.
  2. Enter the password for the network, then select Connect.
    Wi-Fi password prompt with password entry and Connect highlighted.
To Connect to a Hidden Network

If the Wi-Fi network you wish to connect to is a hidden network, it won't appear in the list of available networks. However, if you know the network's exact name and password, it can be added manually.

  1. Select Add network.
    Wi-Fi settings with Add network highlighted.
  2. Enter the Network Name (also called the SSID) you wish to connect to, the type of Security it uses (usually WPA2), and the Password for the network, then select Save.
    Add Network with Network Name, Security type, Password, and Save highlighted.
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 WiFi connection. The next page will guide you through the process of connecting your smartphone or tablet to your wireless network.

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

  1. When an update is available the App Store will show a red circle next to it. Open the App Store.
    App Store highlighted on iOS screen.
  2. Choose Updates at the bottom, then choose Update All on the top-right.
    Updates and Update All options highlighted in iOS Updates.
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. Open the App Store.
    iOS App Store
  2. Select Search in the bottom right corner.
    Apple App Store navigation bar with Search highlighted.
  3. Type in Ecobee, and select Ecobee from the list.
    Ecobee search results
  4. Select Get for Ecobee.
    Ecobee get button
  5. Select Open.
    Open button

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

On Your Thermostat

  1. Tap the Menu. 
    Main menu icon for the ecobee
  2. then go to Registration to obtain the registration code.
    Registration screen on Ecobee thermostat

On Your Smartphone or Tablet

    1. Open the ecobee app on your mobile device.
      Ecobee icon
    2. Tap Login. If you need to create an account tap Register.
      The ecobee registration page

Create a New Account

  1. Enter the registration code that appears on the thermostat, then tap Next.
    Entering thermostat code
  2. Tap the box to put a check mark to the left of Accept Terms & Conditions, then tap Next.
    Accepting the terms and conditions
  3. Fill in your name, email address and password to use with your ecobee account, then tap Next.
    Account creation
  1. Enter the registration code that appears on the thermostat, then tap Next.
    Entering thermostat code
  2. Choose whether you want the local weather to optimize the operation of your thermostat by toggling the On/Off switch, then tap Next.
    Weather toggle
  3. Choose whether you want Home IQ to track HVAC usage and provides energy reports. Tap Next.
    Home IQ toggle
  4. If you chose to enable Home IQ, fill in the required information, then tap Next.
    Home IQ fields
  5. On the Congratulations screen tap Done.
    Congratulations 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 established.
    • 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.
  11. 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.
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