Need help?

Chat with a Tech Pro about services & pricing.

Special Offer: All students, parents, & educators get 50% off tech support for the entire school year. Select the Support - Annual plan and enter code “EdTech50” during checkout.

How to Fix Issues with the Wally App

Authored by:
Support.com Tech Pro Team
This Guided Path® was written and reviewed by Support.com’s Tech Pro team. With decades of experience, our Tech Pros are passionate about making technology work for you. We love feedback! Let us know what you think about this Guided Path® by rating it at the end.
In This Guide
You'll Learn How To:
  • Get your Wally app functioning properly
Before We Begin:
  • You will need to be near your Wally hub
  • Make sure you have your Wally account information handy

? What type of device do you have?

  1. Android
  2. iOS

We're here to help!

chat
Connect to a Tech Pro

Call or chat with a Tech Pro 24/7.

In This Guide
You'll Learn How To:
  • Get your Wally app functioning properly
Before We Begin:
  • You will need to be near your Wally hub
  • Make sure you have your Wally account information handy

Quickly tap and release the Reset button on the back of the Wally hub.

Wally hub with the reset button highlighted

  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.
    Android Power menu with Restart highlighted.
If the Restart option doesn't show up, tap Power Off instead. Press and hold the power button to turn the device back on.

If the menu doesn't show up, continue holding the power button until the device will turns off.
  1. Tap and hold on Wally app and slide/drag to Uninstall.
    Wally app with arrow pointing to uninstall
  2. Select OK.
    Uninstall prompt with OK highlighted

Install Process

  1. Launch the Play Store on your smartphone.
    Google Play Store.
  2. Type in Wally in the search bar.
    Google Play Store with Search bar highlighted.
  3. Select the Wally app from the list.
    Wally app highlighted
  4. Select Install.
    Install button highlighted
  5. Select Open to open the app.
    Open button highlighted
  1. Open the Wally app from your home screen.
    Wally App Icon
  2. Tap Continue.
    Introduction page with Continue button highlighted.
  3. Read the disclosure and then tap on Agree.
    Disclosure with the Agree button highlighted
  1. Enter your Wally username and password and then tap on the Log In button.
    Wally login page
  2. Tap Notify Me to receive app notifications.

    If you do not wish to receive app notifications, you may instead click Not Now.

    Notify Me button is highlighted<
  3. Tap Allow.
    App Notifications permissions prompt

After successfully logging into your Wally account, the app should display all of the devices and sensors you previously had access to.

Mobile Wally Dashboard

Quickly tap and release the Reset button on the back of the Wally hub.

Wally hub with the reset button highlighted

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.
  1. Tap and hold the Wally app icon until all app icons are shaking, then tap the "X".
    Wally app icon with X highlighted
  2. Tap Delete to Uninstall the app.
    Uninstall prompt with Delete highlighted
  1. Open the App Store.
    App Store
  2. Select Search in the bottom right corner.
    Search button highlighted
  3. Type Wally - Home Sensor Network in the search bar.
    App Store search bar
  4. Search for the Wally - Home Sensor Network app from the list and tap the Get button.
    Wally app with the Get button highlighted

    If you have previously downloaded the app in the past, press the cloud icon to download the app. You will not be prompted to tap on the Install button.

    Cloud Icon
  5. Tap on Install.
    Install Button
  6. Tap on Open.
    Open button highlighted