Support
Answers to common questions, and a person to talk to if they don't help.
Getting started
Which wires does the hub need?
For most combi boilers, the two wires from your old thermostat. The Thermo app shows a photo guide for your boiler model before you touch anything.
How do I add a light or blind?
Pairing happens in the Thermo phone app. Scan the Matter code on the device and it appears on every screen within a few seconds.
Connection problems
The dashboard says Offline
It is showing the last state it knew, and controls are paused so nothing gets out of step. The hub still runs your schedules. Check your Wi-Fi, then press Try again.
A change I made was undone
The device didn't confirm it, so Thermo put the control back to how it really is and told you. That usually means a radiator valve's battery is low or it is out of range.
Accessibility
Thermo aims to meet WCAG 2.2 AA on every screen. Soft UI is known for low contrast, so we treat that as a requirement rather than an afterthought:
- Every control has a visible text label, and toggles say On or Off in words.
- Every control has a darker edge ring that stands out at 3:1 or more against the background.
- High-contrast mode replaces shadows with solid borders. It follows your device setting, or you can turn it on in Settings or at the bottom of this page.
- The temperature dial works by dragging, with Cooler and Warmer buttons, with arrow keys, and with screen readers.
- The schedule can be edited with buttons as well as by dragging.
If something doesn't work for you, please tell us and we'll fix it.
Talk to us
Email help@thermo.example. A person replies within one working day.