If you have selected Use Wi-Fi password as your setup method, but the app says it can’t connect to your Heat Pump Optimizer X, it means your phone is having trouble connecting to the temporary Wi-Fi network provided by the Heat Pump Optimizer X. Your phone needs to connect to the Heat Pump Optimizer X first, before the Heat Pump Optimizer X can use your home Wi-Fi.
If you have successfully connected to the Heat Pump Optimizer X temporary Wi-Fi network, but have received a configuration error, visit our article about troubleshooting configuration errors.
If you are using the simple setup method (WPS) to connect, visit our article about how to troubleshoot WPS connection problems.
Here are some steps you can try to resolve the connection issue:
Select Retry.
If that didn't help, restart the device. Select Menu > Reset Device > Restart.
Reset the network configuration of the Heat Pump Optimizer X. Select Menu > Wi-Fi Connection > Reset Wi-Fi.
Move your phone closer to the Heat Pump Optimizer X, within 5 meters.
After these steps, select Retry again. A pop-up may appear asking you to connect to the Heat Pump Optimizer X device. Press Allow.
If this app window has closed, go to Settings > Rooms & Devices > Add Device and scan the QR code of your Heat Pump Optimizer X to resume the process.
Then, if your phone does not automatically connect, open the Wi-Fi settings of your phone and connect to the network that begins with ‘tado’.
If you follow these steps and the connection error is not resolved, you can do a Factory Reset and then reinstall the device. Please note: doing a Factory Reset will delete any setting and schedules.
Once your Heat Pump Optimizer X has connected to this network, you can continue with the installation in the app.
If you're still having issues with the installation, please tap on the round orange icon in the bottom right corner to open a chat and our support team would be happy to help you.