My app won't work outside the home

There are a couple of issues that could prevent you from accessing your smart home app from outside of the home.

No Subscription

The mobile app requires you to be subscribed to our monthly remote access plan. This will have been offered to you during both the consultation and handover periods, and is also included in all of our aftercare plans.

If you do not have this subscription then you will not be able to access the app from outside of the home. If you wish to utilise this subscription you need to contact our support team.

No Internet

To use the mobile app you must have an active internet connection. This can be a WiFi network or mobile data.

If you are connected to a WiFi network or mobile data, and are still experiencing issues, you should confirm that you are actually getting an internet connection by using Google or another app that requires the internet. If you cannot access other internet dependant apps, then the issue is not with your smart home app, but instead your WiFi or mobile data connection.

Certain WiFi networks may also limit what you can access over the internet, and your smart home app could be getting blocked via firewall rules on the network. This should only be an issue on public networks.

iOS Error Codes

Apple devices sometimes experience issues when loading the mobile app. You will know this due to an error code being displayed along the bottom of your screen. If you are experiencing this you should screenshot the error code, or take note of it, and send it across to our support team.

Our support team will do their best to resolve this issue, but sometimes this particular issue can go beyond our control.

Nabu Casa Outage

Nabu Casa are the company who provide the infrastructure that allows you to access your smart home remotely. If they are experiencing an issue this will prevent you from being able to access your smart home remotely, but they rarely have outages, and you will be notified if this happens.

This issue is beyond our control, and our Support Team will not be able to resolve it.

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