If your Passiv app isn’t working, it could be an issue with your internet connection or Passiv Hub. Try the following:

• Restart your Passiv Hub. This can be done by unplugging to power connection on the underside of the Hub.
• Check your internet connection. For the Passiv app to work, the Passiv Hub must remain connected to your router with an Ethernet cable.
• Check for app updates in your app store.

If you see the ‘Service Unavailable’ error, then the Passiv servers are temporarily unavailable. Check again later.

If you see an error saying ‘Programmer is offline’, then the system cannot communicate with the Programmer in your home. This will prevent your heating from operating.

Turn off the Programmer by switching it off at the mains. There will be a fused switch somewhere near the Programmer. Then check that the screen remains off.

Once the Programmer is fully shut down, turn the Programmer back on at the mains. Wait for the Programmer screen to show again, then check your Passiv app to see if the error remains.

If this does not fix the issue, then you will have to contact us. As your Programmer is mains wired, it is important that any repairs are undertaken by a trained professional.

The Passiv Hub connects to your router using an Ethernet cable. Make sure that a working Ethernet cable is connected to the port on the underside of your Passiv Hub and a free Ethernet port on the back of your internet router. If you continue to experience issues:

• Make sure that the ethernet cable is plugged into the correct port on the back of the router. It must be plugged into one of the numbered ports marked ‘Ethernet’, rather than the port marked ‘WAN’.
• Extenders should be hard-wired – either built into the property or using powerlines. Wireless systems, such as range extenders, have lower reliability and can cause the Hub to disconnect.
• If you are using extenders, make sure that the matching extenders are connected to both the router and the Hub, as many products can only connect between specific paired extenders. Make sure that these extenders are configured and paired as per the manufacturer’s guidance.

If your Thermostats are heating the wrong zone, it is likely they have been installed incorrectly. Please contact us.

When launching the Passiv app, you may see the error “Hub is offline”. If your Hub is offline, this means that the Passiv Hub has lost connection to the internet. 

• Check that the ethernet cable is firmly connected to both the Hub and the Router.
• Try a different ethernet cable.
• Check that your router has internet connection. If it hasn’t you may need to reset your router.
• Check that the power cable in your Hub is still connected and hasn’t fallen out.
• Reset your Hub – the Hub is powered by a 3-pin plug, connected from a standard socket to the underside of the device. Turn off the socket or unplug the device, and leave it unpowered for 1 minute. Then restore power to the device. Wait a few minutes for the Hub to reconnect with the Programmer.
• Extenders should be hard-wired – either built into the property or using powerlines.
• Wireless systems, such as range extenders, have lower reliability and can cause the Hub to disconnect.
• If you are using extenders, make sure that the matching extenders are connected to both the router and the Hub, as many products can only connect between specific paired extenders. Make sure that these extenders are configured and paired as per the manufacturer’s guidance.

If your home isn’t reaching your target temperatures, it could be because the heat pump isn’t running for long enough. Try extending your scheduled periods for a couple of hours before you want the heat, to allow the heat pump to suitably warm the house.

Alternatively, try turning ecoHeat on. With ecoHeat on, the Passiv Smart Thermostat will automatically run your heat pump in such a way that your target temperatures are met. This means you won’t have to adjust your schedule to take into account the time it takes your home to heat up.

You can control your heating and hot water without any internet connection by using the in-home Programmer and Thermostat(s). The Programmer allows you to schedule both your heating and hot water. Simply set the temperatures you want or when you want hot water, and the heat pump will come on at those times and maintain your requirements. You are also able to make temporary target temperature adjustments on each Thermostat which correspond to that heating zone, or boost your hot water on the Programmer.

If a fault does develop with your ground source heat pump, please refer to the warning triangle on the display screen of your heat pump. If this can’t be resolved easily, please contact us to report the problem.

If you have manually switched on the immersion heating, please ensure you turn it off again once the problem with your heating has been fixed.

If you suspect you have a problem with your heating please check:

• The Power is turned on to the heat pump
• That your Passiv Thermostat is calling for heat
• The display on your heat pump for a fault indication

Remember that the heat pump will prioritise hot water first and will not do heating and hot water at the same time. For the best performance we recommend using the default schedules on the Passiv Smart Thermostat or turning on ecoHeat in the Passiv app

In the unlikely event of the heat pump developing a fault which stops it from working, you can manually switch your immersion domestic hot water on to ensure you are not left without hot water.

There will be a labelled switch near to your hot water tank. Simply switch this on and the immersion heater will operate automatically to keep the hot water tank full of hot water.

Remember to turn this off after the heat pump is working, as this is only to be used in an emergency.

This is normal. The heat pump will prioritise hot water first and will not do heating and hot water at the same time. For the best performance we recommend using the default schedules on the Passiv Smart Thermostat or turning on ecoHeat in the Passiv app.