If your heating or hot water can’t turn off or can’t turn on, please visit our Help Center page, I have a heating or hot water emergency. The messenger pop-up will guide you through the troubleshooting process to identify the problem.

If you are experiencing issues related to installation, please remount your old devices. This way, you have access to heating and hot water while we help you resolve the issue.

If you’ve disabled functional cookies, you won’t be able to find our messenger pop-up.

To enable the messenger:

The tado° assistant is our messenger chatbot. It’s available any time of day, ready to provide instant automated responses for quick fixes and collect information for cases that need longer investigation.

To send us a message, tap the round orange icon in the bottom right-hand corner to open the messenger. Select Messages > Send us a message.

Or if you prefer, you can open the messenger via the tado° app by going to More > Support.

This chatbot is controlled in-house and is compliant with all EU GDPR regulations. It follows question trees designed by tado° and only uses the tado° website and help centers to generate long-form answers.

For issues that can’t be quickly resolved and require time for further investigation, the case will be forwarded to our Customer Support team. Replies from the Customer Support team will come via email, so you won’t need to wait in a chat or on hold.

You have access to hundreds of articles about tado° best practices and solutions, regularly updated based on customer feedback and designed to give you fully formed answers as directly as possible. Just type your question into the search bar.

We have a Help Center dedicated to V3+ and earlier tado° products, as well as a Help Center for the tado° X product line.

For personalized, immediate assistance, you can choose to speak directly with our technical experts by booking a 30-minute paid video consultation.

This optional premium service costs 49 EUR / 43 GBP.

The Expert Video Consultation is ideal for live guidance, complex setup advice, or if you prefer real-time, step-by-step assistance with troubleshooting and diagnostics.

Important: Please note that tado° provides comprehensive technical support and warranty diagnostics entirely free of charge via our standard channels (the tado° Assistant and email support). The consultation is an optional paid service for customers who want live, one-to-one help with setup, configuration or troubleshooting. All troubleshooting and warranty support is also available free of charge via the tado° Assistant and email — you never need to book a consultation to make a warranty claim. The fee covers the engineer's time and is not refunded on the basis of the outcome, including where a device is found to be defective.

Please see our Terms and Conditions (see point 14) concerning this service.

You can book your Video Consultation via this link.