Installation

Cannot create secure connection

If you’re getting the error message “can’t create secure connection” or “unable to connect to Sensi thermostat,” try the troubleshooting steps below to connect to the Sensi network:

Make sure that you are using the correct Sensi PIN to connect to the Sensi network.

If you have a Sensi Touch, use the dynamic code that pops up on the touchscreen when you have the thermostat is setup mode. This is the PIN that you should either be scanning or manually entering.

If you have a Sensi Smart Thermostat, make sure that the PIN you’re entering from the Welcome Guide matches the Sensi Security Code printed on the back of the thermostat face plate. If they are not the same, use the Sensi Security Code.

Make sure your phone is connected to the Sensi network in your Wi-Fi Settings.

Depending on your Sensi model, you may connect to the Sensi network in the Sensi app. However, you can toggle to your Wi-Fi settings to make sure that your phone stays connected to the Sensi network. If it isn't connected, you may need to check your Advanced Wi-Fi Settings (see below section for Android phones) or change the batteries on the thermostat. Your phone has to stay connected to the Sensi network to complete setup. 

Make sure you are selecting the right display options.

If you press Menu, and then Connect, and the thermostat displays “11” make sure you’re selecting that option when you’re in the Sensi app.

Turn Off Mobile Data or Switch to Mobile Data

On Android phones, Wi-Fi networks with poor internet connections are typically disconnected. The Sensi network does not have an internet connection, but you have to connect to it for setup purposes. For this reason, you may need to turn off Mobile Data and/or an advanced Wi-Fi option that switches to other networks automatically.

• On your Android, tap Wi-Fi.
• Tap Advanced Wi-Fi.
• Look for settings called “Smart Network Switch,” “Switch to Mobile Data” or “Avoid poor connections.” If you see any of those settings, make sure they’re turned off while you connect Sensi to Wi-Fi.
• Go back to your main Settings.
• Tap Connections.
• Tap Mobile or Mobile Networks.
• Toggle Mobile Data off. This turns off cellular data use while you connect Sensi to Wi-Fi. You can turn this back on once you finish setup.
• After you’ve turned both settings off, make sure to close out the Sensi app and reopen it before attempting setup again.

Reboot your phone

Power cycle your phone by finding the power button and rebooting.

Reboot the thermostat

Pull the thermostat off the wall, pull the batteries out, wait until the screen goes blank, and then reinsert the batteries. Push the thermostat back on the wall. Once the thermostat comes back up, try setup again by using the Sensi app.