> For the complete documentation index, see [llms.txt](https://docs.mclimate.eu/mclimate-enterprise/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mclimate.eu/mclimate-enterprise/mclimate-app-user-guide.md).

# MClimate App User Guide

## About this guide

This guide covers the MClimate mobile app for iOS and Android, and is written for the people who use it day to day: building owners, facility managers and the installers who commission devices.

It does not cover MClimate Enterprise (the web platform at enterprise.mclimate.eu), the LoRaWAN network server, or device installation hardware. Those are separate products with their own documentation.

Product names follow MClimate's canonical naming — Vicki, Wireless Thermostat, Fan Coil Thermostat, T-Valve, 16ADS, 16ASPM, HT Sensor and so on. Where the app's own wording differs from the product name, the app's wording is quoted so the instruction matches what the reader sees on screen.

## How the app is organized

Everything in the app hangs off a **building**. You create a building, describe its structure, then add devices to the parts of that structure. A device always belongs to exactly one place in exactly one building.

The app has three tabs along the bottom:

| Tab                      | What it is for                                                                             |
| ------------------------ | ------------------------------------------------------------------------------------------ |
| **My buildings**         | The list of buildings you own or have been given access to. Opening one shows its devices. |
| **Install a new device** | Commissioning a device onto a building — the serial number and app key step.               |
| **More**                 | Your account, profile, app settings, support and sign-out.                                 |

Two things are worth understanding before anything else, because they explain most of what feels unusual about the app.

{% hint style="info" %}
**Devices are on LoRaWAN, so changes are not instant.** When you set a target temperature or open a valve, the app queues a command. The device is asleep most of the time to preserve battery, and it picks the command up the next time it reports in — typically within minutes, not seconds. The app shows a pending indicator under the control you used, with the value you asked for, until the device confirms. This is normal and is not a fault.
{% endhint %}

{% hint style="info" %}
**Times are shown in the building's timezone, not your phone's.** A building has a timezone set on it, and schedules, logs and analytics are all presented in that timezone. If you manage buildings in several countries, a log entry means local time at the building, which is usually what you want. A building with no timezone set will prompt you to set one.
{% endhint %}

## Getting started

### Installing the app

The MClimate app is on the App Store (iOS) and Google Play (Android). Search for “MClimate” and install it.

![Sign-in screen](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/poKoMMDby6FFEGqEysoi/assets/01-login.jpg)

### Creating an account

Tap **Register** on the sign-in screen and fill in:

* First name and last name
* Email address — this becomes your sign-in name
* Password, then the same password again to confirm
* Company (optional)

You must tick the box accepting the terms and privacy policy before the account can be created. Use an address you can receive mail at: password resets go there.

![Create a new account](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/NaMf563EVHV9fBFKjv99/assets/02-register.jpg)

### Signing in

Enter your email and password and tap **Sign in**. The eye icon at the right of the password field shows what you have typed, which is worth using before you conclude the password is wrong.

If sign-in fails, the message under the form tells you why — an incorrect password, an address that is not in a valid format, or an empty field each give a different message. A generic failure usually means the phone could not reach the internet.

### Permissions the app asks for

Straight after your first sign-in the app asks for two permissions. Both are explained on screen before the system prompt appears, and you can decline either.

| Permission        | Why it is asked                                                                         | If you decline                                               |
| ----------------- | --------------------------------------------------------------------------------------- | ------------------------------------------------------------ |
| **Location**      | Places your building on the map and sets its address when you create one                | You can still create buildings; you type the address instead |
| **Notifications** | Alerts for events such as a flood detected, a door left open, or a device going offline | The app works normally, but you get no alerts                |

You can change both later in your phone's own settings for the MClimate app.

![Location permission explanation](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/urkt4v9ifsYyd5XRBckv/assets/03-permissions-location.jpg)

![Notification permission prompt](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/14ZMh9PImFSBOV8YqbAB/assets/03-permissions-notifications.jpg)

### If you forget your password

Tap **Forgotten password** on the sign-in screen and enter your email address. If the address is registered, you are told that instructions have been sent and the reset link arrives by email. If the address is not in our system, the app says so directly rather than giving a generic error — so that message is a reliable signal that you have typed the wrong address or used a different one when registering.

![Forgotten password](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/YOG0Ss8TTEKThxKGaiJ7/assets/04-forgot-password.jpg)

## Buildings

### My buildings

The first tab lists every building you own or have been given access to. Tap one to open it. If you have no buildings yet, the screen offers to create your first.

![My buildings](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/jV73GvQuQV4Ok77bxu3q/assets/05-my-buildings.jpg)

### How a building is structured

A building is divided into floors, a floor into spaces, and a space into rooms. Devices can be attached at any of these levels — a corridor sensor might sit on the floor, a radiator valve in a room.

You do not have to use every level. A small property can be one floor with one space and a few rooms. The structure exists so that larger sites stay navigable and so schedules can be applied to a sensible group of devices at once.

### Creating a building

From **My buildings**, tap the **+** in the top right. You are asked for:

| Field                       | Notes                                                                            |
| --------------------------- | -------------------------------------------------------------------------------- |
| **Building name**           | How it appears in your list                                                      |
| **Location**                | Taken from your phone's location if you allowed it, or typed in. Shown on a map. |
| **Timezone**                | Sets the clock for schedules, logs and analytics. Get this right — see below.    |
| **Referral code**           | Optional. Supplied by your distributor or partner; links the building to them.   |
| **Building type**           | Residential or Commercial                                                        |
| **Size, year built, costs** | Optional, used for energy reporting                                              |

![Create Building](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/ORPK3Gcjo9vnFf3v0neq/assets/06-create-building.jpg)

### Why the timezone matters

The building's timezone determines what every time in the app means. A schedule set to start at 07:00 starts at 07:00 **at the building**, and a log entry showing 14:32 is 14:32 there, regardless of where you are reading it.

{% hint style="warning" %}
If a building has no timezone set, the app tells you so. Set it before you build schedules, otherwise heating will run at the wrong hours.
{% endhint %}

### Editing a building

Open a building and tap the gear icon. The edit screen has four tabs:

{% stepper %}
{% step %}

## Name & Type

Name, timezone, referral code, location and Residential/Commercial.
{% endstep %}

{% step %}

## Size

Floor area, year built, running costs.
{% endstep %}

{% step %}

## Devices

The devices attached to this building.
{% endstep %}

{% step %}

## Users

Who else can see and control it.
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
**Save** applies your changes. **Delete** removes the building; you are asked to confirm, and this cannot be undone — the devices are released and the history goes with it.
{% endhint %}

![Edit Building](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/OTcQQP0EaHaE5rxcGn1c/assets/07-edit-building.jpg)

### Sharing a building with other people

On the **Users** tab you can invite someone by email address and give them a role:

| Role              | Can do                                                            |
| ----------------- | ----------------------------------------------------------------- |
| **Administrator** | Everything, including editing the building and managing users     |
| **Moderator**     | Control devices and manage schedules, but not the building itself |
| **End user**      | Control devices                                                   |

{% hint style="info" %}
An invited person appears as pending until they accept. Removing someone takes their access away immediately.
{% endhint %}

## Adding a device

MClimate devices talk over LoRaWAN, so a device must reach a network before the app can see it. That is why the first question the install flow asks is about your network provider.

### Before you start

Have the device in front of you. You need two things printed on it or on its box (it could be that you received the info in a CSV file, for example if purchasing from the MClimate store directly):

* The **serial number**
* The **app key**

Both can be scanned rather than typed — use the scan icon in the field.

### The steps

{% stepper %}
{% step %}

## Open the installation tab

Open the **Install a new device** tab.
{% endstep %}

{% step %}

## Confirm your network provider

Answer **Have you connected your LoRaWAN device to a network provider?**

* **Yes** — the device is already joined to a network (yours, or MClimate's). Continue.
* **No** — the app explains what you need to do first. A device that has not joined a network cannot be commissioned, and the app will not pretend otherwise.
  {% endstep %}

{% step %}

## Choose the device location

Choose where the device goes — the building, and the floor, space or room within it. You cannot continue without picking somewhere; the **Done** button stays dimmed until you do.
{% endstep %}

{% step %}

## Enter the device details

Enter the **serial number** and the **app key**.
{% endstep %}

{% step %}

## Finish installation

Tap **Done**.
{% endstep %}
{% endstepper %}

![Network provider question](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/5z6yClET27Nz1UXZtKIZ/assets/08-install-network-question.jpg)

![Add device to building](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/Yg0zwOcGYjSFeQsH5w5Q/assets/09-install-select-asset.jpg)

![Serial number and app key](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/bzSljavlSKqmxb8wqD4E/assets/10-install-serial-appkey.jpg)

### What happens next

On success the app takes you back to **My buildings**, and the device appears under the place you chose. It may show no readings for a few minutes until it next reports in.

If something is wrong, the app shows the reason rather than a generic failure. The most common causes:

| Message                | What it means                                                   |
| ---------------------- | --------------------------------------------------------------- |
| App key does not match | The key is mistyped, or belongs to a different device           |
| Controller not found   | The serial number is not recognised                             |
| Building not found     | The chosen location is no longer valid — go back and pick again |

{% hint style="info" %}
A device already installed in another building has to be removed there before it can be added here.
{% endhint %}

## Inside a building

Opening a building shows its structure, with the devices grouped under the floor, space or room they belong to. Each device is a card you can tap to open its controls.

![Building overview](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/6MkVk8whApos7GhghBJ0/assets/11-building-overview.jpg)

### Reading a device card

A card shows only what that device actually reports, so a sensor card is simpler than a thermostat card.

| On the card                | Meaning                                                                                                                                           |
| -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Device name                | Whatever it was named when installed; you can change it                                                                                           |
| **Online / Offline** badge | Green when the device has reported recently; grey when it has not been heard from                                                                 |
| Measured temperature       | The temperature the device itself is reading                                                                                                      |
| Target temperature         | What it has been asked to reach — shown with decimals, so 14.5° appears as 14.5°. **Only on control devices, sensor only devices do no have it.** |
| Humidity                   | The Relative Humidity value the device measured in percentage. **Only on devices that measure it**                                                |
| Boost indicator            | On thermostats currently running a manual boost                                                                                                   |

{% hint style="info" %}
An **Offline** badge does not necessarily mean the device is broken. LoRaWAN devices report on their own schedule, and a missed report, a weak signal or a flat battery all look the same from here. Check the device's analytics to see when it was last heard from.
{% endhint %}

### Adding another device

Each group has an **Add new device** button after its devices, so you can commission a device straight into the right place rather than going back to the Install tab and choosing the location again.

![Add new device button in each group](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/gfsL7oNyaFEdb5euCP4c/assets/12-add-device-button.jpg)

## Controlling a device

Tapping a device card opens its control screen. What you see depends on the device, but the behaviour below is the same everywhere and is worth reading once.

### Commands are queued, not instant

When you change something, the app sends a command to the device. The device is asleep most of the time — that is how a battery lasts years — and applies the command the next time it wakes and reports in.

{% hint style="info" %}
This applies to most MClimate LoRaWAN devices that are class A. Exceptions are the 16A relays and FCT, which are class C and can respond immediately.
{% endhint %}

While a command is waiting, a **pending** indicator appears directly under the control you used, showing the value you asked for. So if you set a Vicki to 22°, you see a pending marker reading 22° under the temperature control until the device confirms.

The indicator only ever shows commands that screen can actually send. A thermostat screen shows pending temperature or mode changes; it will not show something unrelated queued elsewhere.

![Pending command indicator](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/3I4vafWMtrkcNiHXLyPg/assets/13-pending-command.jpg)

### What to expect

* A pending command usually clears within a few minutes.
* If the device is offline, the command waits until it comes back.
* Sending a second command replaces the first — the device applies the most recent value.
* Closing a control without confirming leaves the device as it was. Opening a sheet and dismissing it does not change anything.

### Settings for a device

The gear icon on a control screen opens that device's settings — renaming it, notifications and removing it from the building. That is covered in its own section below.

## Device by device

The app splits devices into two kinds. **Controllable devices** have something you can change — a temperature, a valve openness, a relay state. **Sensors** only report; their screens show readings and history and send nothing to the device.

### Controllable devices

| Device                                | What you can set                                                                           |
| ------------------------------------- | ------------------------------------------------------------------------------------------ |
| **Vicki** (radiator valve)            | Target temperature                                                                         |
| **Wireless Thermostat**               | Target temperature                                                                         |
| **Fan Coil Thermostat (FCT)**         | Target temperature, on/off, fan speed (Auto, Low, Medium, High), mode (Heating or Cooling) |
| **T-Valve**                           | Open or Closed                                                                             |
| **16A Dry Switch (16ADS)**            | Relay on/off                                                                               |
| **16A Switch & Power Meter (16ASPM)** | Relay on/off, plus power consumption readings                                              |

![Vicki temperature control](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/FvLBfmtKTGVMqYfz6dSY/assets/14-vicki-control.jpg)

#### Vicki and Wireless Thermostat

Both control heating to a target temperature. Set the target on the control at the centre of the screen; the pending marker underneath shows the value on its way to the device. The screen also shows the temperature the device is measuring, so you can see the gap between asked-for and actual.

Vicki sits on the radiator itself and reports the temperature at the radiator. A Wireless Thermostat measures the room. If a room feels wrong, that difference is usually the reason.

#### Fan Coil Thermostat

The richest of the control screens: target temperature, an on/off control, fan speed and whether the unit is heating or cooling. Each of the four can be pending independently, and each shows its own pending value under the control you used.

#### T-Valve

A two-state water valve: **Open** or **Closed**. The button reflects the device's last known state. If you open the control sheet and dismiss it without sending, the button returns to the saved state rather than staying where you dragged it.

#### 16ADS and 16ASPM

Both switch a 16A load on and off. The 16ASPM additionally meters power, so its screen and analytics carry consumption figures that the 16ADS does not have.

### Sensors

These report and alert; there is nothing to send to them from the app.

| Device                                 | Reports                                                                          |
| -------------------------------------- | -------------------------------------------------------------------------------- |
| **HT Sensor**                          | Temperature and relative humidity                                                |
| **HT + PIR lite**                      | Temperature, humidity and occupancy                                              |
| **CO2 Sensor**                         | CO₂, temperature, humidity                                                       |
| **CO2 Display** / **CO2 Display Lite** | CO₂ and conditions, shown on the device's own e-ink screen as well as in the app |
| **CO2 + PIR lite**                     | CO₂ plus occupancy                                                               |
| **Open/Close Sensor**                  | Whether a door or window is open or closed, and the history of changes           |
| **Flood Sensor**                       | Water detected or not                                                            |
| **Multipurpose Button**                | Button presses, each logged as an event                                          |

![CO2 Display Lite sensor](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/eBBJbwbWJoo6CqasZcJs/assets/18-co2-sensor.jpg)

Flood Sensors and Open/Close Sensors are the devices where notifications matter most — they exist to tell you about something you are not watching. Make sure their notification setting is on.

## Schedules and profiles

A **profile** is a reusable weekly plan. You build it once, then assign it to as many devices as you like — so twelve radiator valves on the same timetable are one profile, not twelve sets of settings.

### Types of profile

When you create a profile you choose its type, and the type must match the devices you intend to use it on:

| Type                 | For                        | Each time slot sets                                  |
| -------------------- | -------------------------- | ---------------------------------------------------- |
| **Heating profile**  | Vicki, Wireless Thermostat | A target temperature                                 |
| **ON/OFF profile**   | T-Valve, 16ADS, 16ASPM     | On or off                                            |
| **Fan Coil profile** | Fan Coil Thermostat        | Temperature, mode (Heating or Cooling) and fan speed |

### Creating a profile

{% stepper %}
{% step %}

## Go to Schedule profiles

Tap **Create a new profile**.
{% endstep %}

{% step %}

## Choose the type

{% endstep %}

{% step %}

## Give it a name

{% endstep %}

{% step %}

## Add time slots

Use **Add time slot** — each has a start, an end, and the settings for that period.
{% endstep %}

{% step %}

## Pick the days it applies to

{% endstep %}

{% step %}

## Save

{% endstep %}
{% endstepper %}

A day with no slot means the device is left to whatever it was last set to — a gap is not “off”.

![Schedule Profiles list](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/J6x4PbMQVCIRaLgHB5Fc/assets/20-schedule-profiles-list.jpg)

![Choose the type of profile](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/pQlzllQvhIhAeJ6tjeeW/assets/21-create-profile-type.jpg)

![Name the new profile](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/9DiOmAlmpZvqkbJ9vC6y/assets/21-create-profile-name.jpg)

![Add a time slot](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/BANX2ARzixhjPBsXailx/assets/22-add-time-slot.jpg)

### Copying a schedule to other days

**Copy this schedule** duplicates a day's slots onto other days — the fastest way to build a Monday-to-Friday pattern. If the target day already has slots, the app asks whether to **Overwrite existing schedules?** or **Keep existing**.

### Assigning a profile to a device

Open the device, go to its schedule, and pick the profile from **Device schedule profile**. The list shows the profiles whose type matches that device, plus **Not assigned to a schedule profile** to take it off any schedule.

![Device schedule profile](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/2hKOGg7Ayv5tTedbSYrw/assets/23-assign-profile.jpg)

### Boost

**Default boost time** sets how long a manual boost lasts. A boost temporarily overrides the schedule — useful when a room is occupied outside its normal hours — and the device returns to the profile when the boost expires. A device currently boosting shows an indicator on its card in the building overview.

### Times follow the building

Slot times are in the building's timezone. A profile assigned to devices in two buildings in different timezones runs at local time in each.

## History and analytics

### Device analytics

Most devices have an analytics view reached from the control screen, charting what the device has reported over time — temperature and humidity for an HT Sensor, CO₂ for the CO2 family, consumption for a 16ASPM, open/closed events for an Open/Close Sensor.

Analytics are also the quickest way to answer “is this device actually alive?”. A chart that stops days ago tells you more than the Offline badge does.

![Device analytics](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/mB3Mb3EgCdKFwwHunc21/assets/24-device-analytics.jpg)

### Command logs

The command log lists what has been sent to a device and what happened to it — useful when a change did not seem to take effect. Entries are grouped by day.

### About the timestamps

Every time in analytics and logs is shown in the **building's** timezone, not your phone's and not UTC. Readings arrive from several systems that each record time differently, and the app converts them to a common point in time before displaying them — so entries from the device and entries from the platform line up correctly on the same day.

If a building's timezone is wrong, every timestamp you see for its devices is wrong by the same amount. Fix it in the building's settings; the history re-reads correctly afterwards.

## Device settings

The gear icon on a device's control screen opens its settings.

![Device Settings](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/D1LigtUzQdljkLPyZ72g/assets/26-device-settings.jpg)

### Name

Devices arrive with a generated name built from the model and serial number — for example Wireless Thermostat LoRaWAN - 7CSN000000HF0W. Rename it to something you will recognize: *Kitchen radiator*, *Meeting room 2*.

Short names are worth the effort. A long name is cut off on the device card, and a name that only differs from its neighbor in the last few characters is hard to tell apart in a list.

### Identifiers

The settings screen shows the device's ID and MAC address. You rarely need these, but support will ask for them, so this is where to find them.

### Notifications

The notification switch controls whether this device can alert you — water detected, a door opened, a threshold crossed. It is per device, so you can have alerts from the Flood Sensor in the plant room without alerts from every radiator valve.

Notifications also depend on the system-level permission you were asked for at sign-in. If you declined it, this switch has no effect until you allow notifications for MClimate in your phone's settings.

### Removing a device

**Remove device from building** detaches the device. Its history stops being visible under that building, and the device becomes available to install elsewhere. The physical device is untouched — it keeps running and keeps reporting to the network; it is simply no longer attached here.

Use this when a device moves to another building or when it was installed in the wrong place.

## Account and settings

The **More** tab holds your account and sign-out.

![More tab](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/wNKKFq5of9mgHelMLD1t/assets/27-more-tab.jpg)

### Account settings

| Setting                          | What it does                                                            |
| -------------------------------- | ----------------------------------------------------------------------- |
| **First name, last name, email** | Your profile. **Save settings** applies changes.                        |
| **Change password**              | Asks for your current password, then the new one twice                  |
| **Notification**                 | Your overall notification preference, on top of the per-device switches |
| **Location settings**            | Whether the app may use your location when creating buildings           |
| **Delete account**               | Permanent — see the warning below                                       |

The app version is shown at the bottom of this screen. Quote it when reporting a problem; behaviour differs between versions and it is the first thing support will ask for.

![Account Settings](https://content.gitbook.com/content/-McsOSt2XkjYl-QZLySV/blobs/wJ9qbnXMeWYaAQCuL7Ku/assets/28-account-settings.jpg)

### Deleting your account

{% hint style="danger" %}
**Delete account** removes your account and asks you to confirm. This cannot be undone. If you are the only administrator of a building, hand that role to someone else first — otherwise the building is left without an administrator.
{% endhint %}

### Requesting support

The support request screen sends a message to MClimate. Include the app version, the device name, and what you expected to happen versus what did. If the problem is with one device, its ID and MAC address from the device settings screen will save a round trip.

### Signing out

**Sign Out** on the More tab ends the session. It also unregisters the phone from push notifications, so you stop receiving alerts for buildings you no longer have open — signing out genuinely stops notifications rather than leaving them arriving in the background.

Signing back in restores everything; nothing is lost by signing out.

## Troubleshooting

| Situation                                        | What is probably happening                                                        | What to do                                                                                                                         |
| ------------------------------------------------ | --------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- |
| A change I made has not taken effect             | The command is queued; the device applies it when it next wakes                   | Look for the pending marker under the control. Wait a few minutes. If it persists for hours, check whether the device is offline.  |
| The device shows **Offline**                     | It has not reported recently — weak signal, flat battery, or out of network range | Open its analytics to see when it last reported. A device that stopped at a clear point usually has a battery or coverage problem. |
| My buildings list is empty                       | Either you genuinely have none, or the app hit an error earlier                   | Pull to refresh and reopen the tab. If buildings were there before, this clears itself on reopening the screen.                    |
| A schedule ran at the wrong time                 | The building's timezone is wrong                                                  | Check the timezone in the building's settings. Every timestamp for that building shifts with it.                                   |
| I get no notifications                           | Either the per-device switch, or the phone's permission                           | Check the device's own notification switch, then the MClimate app's notification permission in your phone's settings.              |
| Notifications kept arriving after I signed out   | Fixed in version 1.27.x                                                           | Update the app. Signing out now unregisters the phone from push.                                                                   |
| Password reset says my email is not found        | That address is not registered                                                    | Check for a typo, and whether you registered with a different address. The app distinguishes this from a general failure.          |
| A device name is cut off                         | The name is longer than the field                                                 | Rename it to something shorter in device settings.                                                                                 |
| I cannot add a device — “app key does not match” | The key is mistyped or from another device                                        | Scan rather than type. Check you are reading the key for this exact unit.                                                          |

### When to contact support

Contact MClimate support when a device has been offline for days with a known-good battery, when a command never applies despite the device reporting, or when something in the app behaves differently from this guide. Include the app version, the device ID and MAC, and the building name.