We recommend each user having their own unique account. The "Master Owner" of the neoHub should then share access to the additional users.
What's the difference between Admin & Guest User Access?
Access any other system settings.
Share the system on to any other users. Only the owner can share the system.
Note: This will remove the neoHub from your account and will add it to the new user. Your account will still exist with Heatmiser, to have this removed please email support@heatmiser.com from the registered email to request the account is deleted.
Already have a password reset code?
Important: If you have previously stored your password, ensure you enter your new password here before signing in.
Please follow the "Reset my Password" instructions to unlock your account.
If you are still having difficulty, email support@heatmiser.com from your registered email address so that we can review your account.
The neoApp should detect your neoHub and prompt you to enter a Title for this location.
Ensure your neoHub is connected directly to your router, and not via a network switch.
When does my neoHub update its firmware?
Your neoHub will periodically check for updates and will download and install automatically.
In addition, when you first pair your neoHub you may be prompted to download an update before you can use the system. This means the update is a fundamental change that is required for your system to operate correctly.
Your neoStat should show the radio signal on screen and the app should indicate the zone has been added successfully.
If your neoStat doesn't pair, try the following steps.
On the neoStat, navigate to the Power Icon and Hold the tick key for 5 seconds. When you see Setup on screen, press and hold for 10 seconds until you see all icons appear. Your neoStat has now been reset. Please re-try the steps above.
If this doesn't work, try resetting the neoPlug by pressing the connect button for 10 seconds until the LEDs flash. Then repeat the steps above.
After you have paired your neoHub and neoStats, there are 5 things you should decide based on how you want to use the system.
To set your Time Zone, follow these steps.
We support GMT, CET and China Time. Customers in other countries should select Other and manually enter the time. You will need to adjust your clock for any Summer / Winter adjustments.
If you are outside of UK/CET Time Zone, turn off automatic clock and enter the time manually.
Decide if you want the system to operate in degrees C or degrees F temperature format.
3. Decide what program mode you want the system to operate to.
4. Decide how many levels you require per day.
Neo offers 4 or 6 level programming per day – this is the number of different temperature settings you can program.
The default is 4, to change follow these steps.
This time is the maximum preheat you want the thermostat to use. The thermostat will calculate exactly how much preheat time is required, and will automatically adjust this day by day. This setting is a limit on the amount of preheat the thermostat will use. Setting 0 disables this function.
How do I set the clock on my system?
UK/CET will automatically adjust the time for Summer/Winter Time.
If you are based outside of the UK/CET Time Zone, you should toggle off the Automatic Clock and set the clock manually.
How do I rename a zone?
How do I reorder a zone in the list?
This is the temperature your room has to drop before the heating is turned back on. This is set on a per zone basis.
Once the heating has turned off, this delay will apply before the heating can turn back on.. This is set on a per zone basis.
Neo can pre-heat your home and will automatically learn how long your home takes to heat up. You can use this setting to limit the pre-heat time, we suggest 3 hours for most homes. This is set on a per zone basis.
Away – Switches off your entire system indefinitely.
Holiday – Switches off your entire system until the return date.
Standby – Switches off the zone indefinitely.
For thermostats, Standby will maintain the Away Temperature you have set on each zone. On Timers, standby will turn the timer off completely.
This can be set from 7-17C on a per zone basis.
This setting will restrict the temperature range on the thermostat.
With a 2C setting, the user can reduce or increase the temperature by 2C from the current set temperature. This is set on a per zone basis.
This temperature will be maintained until the next programmed setting.
In this mode, the zone will maintain the Away Temperature. To learn how to adjust this, see Away Temperature under the SETTINGS Category.
Holiday mode will switch all heating and timer zones to standby until the time and date entered. neoPlug's are not affected.
Comfort Levels are the time and temperature settings used by the neoStat when a Profile from the neoHub has not been applied.
Profiles are time and temperature settings that are stored in the neoHub ready to be applied to a number of zones on the system.
There are two types of Profiles. Comfort levels and Switching Times. Comfort levels are used for thermostats and Switching Times for Timers.
if you see "Comfort Levels" it means no profile is running, and the neoStat settings are being used.
Note: Whenever a profile is used, the settings are transferred to the neoStat. This means your heating is never dependant on the neoHub and will continue to operate to the programmed settings should the hub or internet fail.
Recipes are stored on your device and not shared with other users. Deleting the app will result in your recipes being deleted.
Geo Location works with multiple users. In order for this to work, each user must use their own unique login.
Geo is now turned on.
Ensure that all users use a unique login and don't enable Geo on devices you will leave in the home.
Neo will run the Leave Recipes on the device that leaves home last and will run the recipes on the device that returns first.
Remember that recipes are stored on the iOS device so each user can have their unique recipe steps.
Your neoHub will be marked offline in the neoApp when it cannot connect to the Heatmiser Cloud Server.
During this period, please be assured your heating will continue to work normally. All of your neoStat's have their own programmed settings, so whilst you cannot make adjustments via the app, your heating will continue to work and you can make changes or increase the temperature on each of your neoStat wall thermostats.
If our system is down, your neoHub will automatically reconnect when the service is restored.
If your neoHub is still marked as offline, please email support@heatmiser.com for further assistance.