Support

Website & Mobile Apps

Back to TopWhy bother setting a heating and cooling schedule?

Setting a schedule saves you money and energy. Many people fail to set heating and cooling schedules because their thermostats are just too difficult to operate. Your account, by contrast, offers an intuitive interface that makes setting your schedule a breeze.

Back to TopWhat is ENERGY STAR®? Why should I follow its recommendations?

ENERGY STAR is a joint program of the U.S. Environmental Protection Agency and the U.S. Department of Energy. The program's purpose is to help us save money and protect the environment through energy efficient products and practices.

With the help of ENERGY STAR, Americans saved enough energy in 2010 alone to avoid greenhouse gas emissions equivalent to those from 33 million cars – all while saving nearly $18 billion on their utility bills.*

*source: energystar.gov

Back to TopI forgot the password used for my account. How do I recover it?

Visit the Reset Password page. We'll email you a special link that will allow you to change your password. The link is only valid for 24 hours.

Back to TopWhat is the Target Temperature?

It's the temperature your thermostat will keep your home at or near. If your home is in cooling mode, your cooling system will turn on if the temperature in your home rises above the target. If your home is in heating mode, your heating system will turn on if the temperature in your home falls below the target.

Back to TopExplain the four Modes. What's the difference between Heat, Cool, Auto, and Off?

If your home is in Cool mode, your cooling system will turn on if the temperature in your home rises above the target. Cool mode is best for the summer months, when there's no chance you'll want your heat system activated. To protect your cooling equipment from possible damage, do not use Cool mode when the outdoor temperature is below 50°F/10°C.

If your home is in Heat mode, your heating system will turn on if the temperature in your home falls below the target. Heat mode is best for the winter months, when there's no chance you'll want your cool system activated.

If your home is in Auto mode, heating or cooling modes will be automatically activated within the range of your heating and cooling schedules. To protect your cooling equipment from possible damage, do not use Auto mode when the outdoor temperature is below 50°F/10°C.

If your home is in Off mode, you are not using your HVAC system to control your home's temperature.

Back to TopWhat are my Fan settings for?

When your fan is set to Auto, it remains off until needed to circulate warm or cool air through your home. When your fan is set to On, it runs continuously, even if your HVAC system is not actively heating or cooling your home. Setting your fan to Auto is the more energy-efficient choice.

Back to TopWhat does the Set Away button do?

Clicking on Set Away is an easy and convenient way to set your home to an energy-efficient temperature while you're away. Going back to your normal schedule is just as easy – click End Away when you return. You can change the thermostat's Away temperature on the Settings tab of the Thermostat page.

Back to TopWhat does the Hold button do?

The Hold button maintains your home at its current target temperature even if a schedule change should occur. It's there in case you deviate from your usual routine – you're throwing a party in your home, for example, and don't want your home to shift into its overnight temperature setting. You can find the Hold button on the thermostat's Schedule tab on the Thermostat page.

But don't just set your thermostat to Hold and leave it there! You'll miss out on the savings and efficiency only a schedule can provide. Use the End Hold button on the thermostat's Temperature or Schedule tab on the Thermostat page to resume your normal schedule.

Back to TopHow long does it take for changes I make on the website or mobile apps to take effect?

Changes you make to your thermostat settings from the website can take up to five minutes to take effect on your thermostat. For the mobile apps, changes should take effect immediately when you are connected to the same wireless network as your thermostat. Changes made from other wireless networks or from outside your home can take up to five minutes to take effect.

Back to TopWhat happens if my thermostat goes offline?

Your thermostat will maintain the schedule you have set for it even when it's not connected to the Internet. To reconnect your thermostat:

First check that your wireless router is working and you have access to the Internet. If your Internet connection or router is down, your thermostat will reconnect automatically when your Internet connection is restored.
If that doesn't work, try resetting your thermostat. Remove the top cover and hold down the RESET button for a few seconds and then release. Your thermostat should reconnect after the reset is complete.
If your thermostat still won't reconnect, check that your thermostat has power, as the wireless connection will not work on battery power alone. To test power, remove one of the batteries. If, after one minute, the thermostat is still functioning, then your thermostat has sufficient power. For help with power, please visit http://mercury.energyhub.net/t/support.html and click "Wiring".
If none of the above steps resolves the issue, you should perform the setup process again. Start by pressing the thermostat's MENU button, so that MATE appears on the left side of the display. Press MATE twice. When the yellow light starts blinking, you're ready to continue with the setup process. You should consult the appropriate Setup Guide on the Support page.

Back to TopHow many thermostats can I connect to an account?

There is no limit to the number of thermostats you can connect to your account.

Back to TopHow do I move a thermostat to a different user account?

The easiest way to move a thermostat to a different user account is to share the thermostat. See the question "How do I share a thermostat with someone who has a different user account?"

Back to TopHow do I change the email address associated with my existing EnergyHub account?

Sign In to your existing EnergyHub account with your current email using a web browser. Once Signed In to your account, click on your name in the top right corner of the screen and select "Account Info." Here you will be able to change the email address associated with your account. NOTE: You will only be able to set your email address to one that has never been used to create a EnergyHub account. If you are looking to move your thermostats to another existing EnergyHub account, please see the question about moving thermostats.

Back to TopHow do I remove a thermostat from my account?

Starting on the thermostats page, select "Manage location(s)..." from the location drop down to access the Locations page. There you can delete thermostat from your account.

Back to TopHow do I share a thermostat with someone who has a different user account?

You can share thermostat control with friends and family without sharing your password. Navigate to the Locations tab on your Profile. Select the "share location" link for the location you want to share. Now just enter the other person's email address, and they'll get an invitation to share access to the thermostats in that location.

Back to TopI'm moving to a new home. Will I need to repeat the process of connecting my thermostat to the Internet using my account?

Maybe. If you use the same wireless router and network name, your thermostat should reconnect automatically in your new location. Otherwise, you must reconnect your thermostat to the Internet using the setup process. Don't forget to update your Profile with your new location's information.

Back to TopWill I get notification if my thermostat drops offline?

Yes, you'll get an automatic email notification when your thermostat has been offline for 24 hours without connecting. You can change your notification preferences for a thermostat on the Settings tab of the Thermostat page.

Back to TopCan I use my smartphone to control my thermostat?

Yes, currently we have mobile apps available for iOS (iPhone, iPad, iPod touch) and Android. Both apps allow you to manage your thermostat when you're on the go.

Back to TopI put my Thermostat in Auto mode. Why can't I change the Target Temperature?

If your thermostat is in Auto mode Heat or Cool modes will be automatically activated within the range of your heating and cooling schedules. You may notice that on the website and mobile apps you can't make any temporary changes to the current Target Temperature. In addition you won't see the current Target Temperatures for Heating and Cooling.

Currently those options are not available. To make a temporary Target Temperature change please select Heat or Cool mode, then choose a new Target Temperature.

Back to TopHow can I change my thermostat units from Fahrenheit to Celsius?

The units used on the web and mobile applications can be changed by logging into the web app and editing your profile. On the profile page you can change your Temperature Preference. This change will be applied to the web and mobile apps. To change the preference for the thermostat please refer to the Operating Manual.