VELUX ACTIVE with NETATMO support

Most popular questions

A bug has occurred in iOS 14.2, preventing the full Wi-Fi configuration of VELUX ACTIVE.

NOTE:

This does NOT impact the day-to-day use of your VELUX ACTIVE app. Only the initial product setup and its Wi-Fi reconfiguration are affected.

If you have updated your iOS device to 14.2, here is a workaround to help you set up VELUX ACTIVE:


USE THE iOS Wi-Fi SETTINGS

You can use the iOS Wi-Fi settings to configure your product. Please follow the steps below.

  1. Open your VELUX ACTIVE app.

  2. If you are:
    1. Trying to reconfigure the Wi-Fi of your product, go to Settings > Home Management > VELUX Gateway > Setup Wi-Fi.
    2. Setting up the product for the first time, select VELUX ACTIVE in the list.

  3. Follow the steps within the app to put VELUX ACTIVE in Wi-Fi configuration mode.

  4. When you can see this screen, go to your iOS Wi-Fi settings WITHOUT force quitting the VELUX ACTIVE app. 


  5. Wait for your product to appear in the “Set up new device” section of the screen (this might take a few minutes).


  6. Select your Wi-Fi network in the list and press “Next”.


  7. When the “Setup Complete” screen appears, immediately return to the VELUX ACTIVE app.


  8. Follow the steps in the app to finish the setup.

If you use an Android device or an iOS device that has not been updated to iOS 14.2, you can complete the installation of VELUX ACTIVE without going through these steps. 

VELUX ACTIVE is compatible with all VELUX electrical windows, shutters, awnings and blinds that are operated using a remote with the io-homecontrol logo.

If your gateway is already installed, you can find the MAC address in the VELUX ACTIVE app. Go to: Settings > Home management > Gateway > MAC address and look for the 12-character code: "70: ee :50: xx: xx: xx". 
If you haven't installed your gateway, you can find the MAC address printed on the back of the gateway. Look for the 7-character code in the format "g: xx: xx: xx" (the last part of the gateway serial number in the 3rd line).

To connect your gateway to your Wi-Fi access point (router), your smart phone must already be connected to the Wi-Fi network. To list all available networks in range, your smart phone Wi-Fi must be enabled, your router must be powered on and you must be within Wi-Fi range.
You can invite and share access with a new user by opening the app and locating: "Settings > Guest management > Invite a user"
Product groupings cannot be created in the app. If you would like to move multiple products to the same position, this must be done one-by-one.
You can control groups of the same type of products from the sensor switch. Groups are always windows, shutters, or blinds.
VELUX ACTIVE provides two main algorithms for the automatic control of your indoor climate. The two algorithms are:
 
1) A ventilation algorithm that automatically controls your VELUX INTEGRA® windows to regulate room temperature, humidity and carbon dioxide (CO2). The ventilation algorithm relies on indoor measurements made by your sensor and weather forecasts retrieved from the Internet. By using this information, the VELUX ACTIVE algorithm can decide whether ventilating the room will improve the indoor climate, or whether the window should remain closed because the indoor climate cannot be improved.
To ensure a constant supply of fresh air, the algorithm also has an air recycling functionality, that ventilates the room on a regular basis (every 1-6 hours) for a period of 5-15 minutes depending on indoor and outdoor conditions.
 
2) A sun screening algorithm which is designed to prevent potential overheating by rolling down window coverings to block out the sun when appropriate. The sun screening algorithm also relies on weather forecast information to make smart decisions based on indoor and outdoor conditions.

VELUX ACTIVE is designed to provide automatic control of your indoor climate year-round. During the cold season, the algorithms will be automatically adjusted to prevent cold drafts. At temperatures below 2°C, the windows will not open automatically to prevent snow and ice from entering the room.

Note: For solar powered products that are not being charged sufficiently during the winter time (i.e. snow on the solar panel), there may be short periods of time when ACTIVE control will be unavailable due to battery discharge.

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Compatibility

The app is available for iOS 9.0 or later on the Apple App Store and for Android 5.0 or later on Google Play.
You can connect up to 15 users to one gateway.
You can control up to 5 different homes from the app

Before installing VELUX ACTIVE, you must have a stable internet connection via a personal Wi-Fi network (not a public access point), a smart phone running iOS 9.0/Android 5.0 (or later) and one or more VELUX INTEGRA roof windows and/or io-homecontrol compatible accessories. If you do not have an electrical roof window, you can add the motor upgrade kit for manual roof windows. Visit XXX (VELUX marketing site) for more information about electrical retrofit products and compatibility.

VELUX ACTIVE requires a personal Wi-Fi network. It cannot be configured on a public hotspot or an enterprise network. You need a 2.4 GHz (802.11 b/g/n) Wi-Fi with WEP, WPA or WPA2-Personal network security settings.

VELUX ACTIVE is compatible with all VELUX electrical windows, shutters, awnings and blinds that are operated using a remote with the io-homecontrol logo.

VELUX ACTIVE can control up to 200 products. Apple HomeKit supports up to a maximum of 100 products.

If you would like to use VELUX ACTIVE to create a healthier indoor climate, but you do not have an electrical roof window, you can add the solar motor upgrade kit for manual roof windows. Visit XXX (VELUX marketing site) for more information about electrical retrofit products and compatibility.

 

VELUX ACTIVE has a limit of 10 sensors per gateway. If more than 10 sensors are required, you must divide your house into two homes and use one gateway for each part of the house.
VELUX ACTIVE has a limit of 5 departure switches per gateway. If more than 5 switches are required, you must divide your house into two homes and use one gateway for each part of the house.

My installation

A bug has occurred in iOS 14.2, preventing the full Wi-Fi configuration of VELUX ACTIVE.

NOTE:

This does NOT impact the day-to-day use of your VELUX ACTIVE app. Only the initial product setup and its Wi-Fi reconfiguration are affected.

If you have updated your iOS device to 14.2, here is a workaround to help you set up VELUX ACTIVE:


USE THE iOS Wi-Fi SETTINGS

You can use the iOS Wi-Fi settings to configure your product. Please follow the steps below.

  1. Open your VELUX ACTIVE app.

  2. If you are:
    1. Trying to reconfigure the Wi-Fi of your product, go to Settings > Home Management > VELUX Gateway > Setup Wi-Fi.
    2. Setting up the product for the first time, select VELUX ACTIVE in the list.

  3. Follow the steps within the app to put VELUX ACTIVE in Wi-Fi configuration mode.

  4. When you can see this screen, go to your iOS Wi-Fi settings WITHOUT force quitting the VELUX ACTIVE app. 


  5. Wait for your product to appear in the “Set up new device” section of the screen (this might take a few minutes).


  6. Select your Wi-Fi network in the list and press “Next”.


  7. When the “Setup Complete” screen appears, immediately return to the VELUX ACTIVE app.


  8. Follow the steps in the app to finish the setup.

If you use an Android device or an iOS device that has not been updated to iOS 14.2, you can complete the installation of VELUX ACTIVE without going through these steps. 

Please refer to the video tutorial or follow these steps:
 1) Download the VELUX ACTIVE app from the Apple App Store or Google Play. Avoid downloading the app from sites other than the Apple App Store or Google Play. If you already have the app installed on your smart phone, delete it and download the latest version.
 2) Connect the VELUX ACTIVE gateway to your mains power supply.
 3) Connect your mobile device to the Wi-Fi network that you intend to use for the gateway.
 4) Follow the installation instructions in the app:
     - Create a VELUX account (or use your existing account)
     - Connect/pair the gateway with your router
     - Pair all sensor & departure switches with your gateway
     - Copy all products from your remote(s) to the gateway
     - Build your home in the app by defining rooms and placing the products in the rooms
 Your VELUX ACTIVE solution is now ready for use.

Important: When naming your rooms and products, be careful not to use the room type within the product name, as this can cause a naming conflict. Keep room type names (Bathroom, Kitchen, etc) for the rooms and product type names (Window, Blind, etc.) for the products. This will create the best integration with Siri (Apple HomeKit) voice commands. If you are using English language for Siri, name your rooms and products with English names/terms for best performance.

If your gateway is already installed, you can find the MAC address in the VELUX ACTIVE app. Go to: Settings > Home management > Gateway > MAC address and look for the 12-character code: "70: ee :50: xx: xx: xx". 
If you haven't installed your gateway, you can find the MAC address printed on the back of the gateway. Look for the 7-character code in the format "g: xx: xx: xx" (the last part of the gateway serial number in the 3rd line).

For iOS devices (Apple) go to Apple App Store, for Android devices go to Google Play. Search for VELUX ACTIVE with NETATMO and download the app.
Yes, it is possible but it is advised to install a sensor in each room to gain the full benefit of the VELUX ACTIVE indoor climate control system. You can skip the sensor registration during the installation if you select "It's done" when asked in the app to insert batteries in the switches, and then press "All my switches are here" on the following screen after the search is completed.
There are two ways to add a new user to an existing VELUX ACTIVE solution:
 1. The new user gets the information about the account email and password and simply logs on to the same account as the existing user
 2. An existing user can invite and grant access to a new user. This is done in the app in: "Settings > Guest Management > Invite a user".

Note: As VELUX ACTIVE is very secure, the new user needs to retrieve an authentication key from the gateway to gain full access (please press the red alert bar on the room screen and follow the instructions in the app).

You can download the app on your new device and login to your existing account.

Note: As VELUX ACTIVE is very secure, the new user needs to retrieve an authentication key from the gateway to gain full access (please press the red alert bar on the room screen and follow the instructions in the app).

Yes, VELUX ACTIVE can be accessed by any mobile device - Apple or Android. 
You should see a white LED next to the power cable connector on your VELUX ACTIVE gateway. Check that the mains cable is connected to the gateway and that the mains switch is ON. If already connected, please unplug the gateway for 10 seconds and plug it in again.

Place your gateway in a central location in your home to ensure a stable wireless connection to all your VELUX products and to your Wi-Fi router. The Wi-Fi signal strength can be displayed by entering:  "Settings > Home management" in your VELUX ACTIVE with NETATMO app. After determining the optimal position, you can mount the VELUX ACTIVE gateway on the wall using the installation bracket.

You can install VELUX ACTIVE yourself by simply using the app. Download the app and follow the in-app installation procedure when prompted. 
You must create a new installation when replacing the gateway. For security reasons, you cannot transfer information from one gateway to another, but you can keep your existing VELUX account for the new gateway.
To connect your gateway to your Wi-Fi access point (router), your smart phone must already be connected to the Wi-Fi network. To list all available networks in range, your smart phone Wi-Fi must be enabled, your router must be powered on and you must be within Wi-Fi range.
To improve the Wi-Fi signal strength between the router and your gateway, you can physically move the gateway and router closer to each other. You can also add a wireless range extender to your Wi-Fi network.
To connect your gateway to a new Wi-Fi access point (router), go to the app and locate: "Settings > Home management > Gateway > Setup Wi-Fi". You will now be guided to re-enter the identification code of your Wi-Fi access point.

Remove the batteries, press any of the remote buttons and reinsert the batteries. You should see a green light blinking on the front of the remote to indicate that it is correctly powered. Install new batteries if you don't see the light, or if it is weak/dim.
 
For connection issues, place the sensor/switch closer to the gateway (20-50 cm) during the detection procedure.

To obtain the best conditions for accurate measurements, place the sensor according to the following guidelines:
  - Place the sensor in reach at a suitable height on the wall (90-170cm)
  - Do not place the sensor on the inner side of an exterior wall
  - Do not place the sensor in direct sunlight
  - Do not place the sensor above heating elements or radiators
  - Do not place the sensor behind curtains, furniture or other obstacles

Place your departure switch within reach, at a suitable height (90-120cm), next to your main entrance. You can place a departure switch at each entrance to your home.
The maximum operating range between a sensor / departure switch and the gateway is 300 m free sight or approx. 30 m indoors (across walls and ceilings). 
Try moving the gateway and switch closer to each other to improve the wireless signal strength. A wireless range extender cannot be used. 

Your sensor switch is pre-set to control all windows in the room by default. If the room has no electrical windows, then all exterior sun protection is controlled. If no exterior sun protection is installed, then all interior blinds are controlled. 

You can edit this default setting in your app by locating: "Settings > Home management > Room > Sensor switch > Controlled actuators". A sensor switch can only control the products in the same room and only products of same type.

To add an additional sensor to your VELUX ACTIVE solution, open the app and locate: "Settings > Install new products > Install additional switch" and follow the instructions.

To remove a sensor from your VELUX ACTIVE installation, open the app and locate: "Settings > Home management > Room > Sensor switch" and press "Remove product".
To move a sensor from one room to another, open the app and locate: " Settings > Home management > Room > Sensor switch" and press "Move product".
A sensor can only control the products in the room where it is placed. It is recommended to install a sensor in each room to obtain the optimal automatic control of your products and achieve all the benefits of VELUX ACTIVE.
Two sensors can be used for very large or complex rooms. When assigning two sensors to one room, the average measures of temperature, humidity and CO2 are calculated and used as input for the automatic control. The app displays the average values as well. 
To add an additional departure switch to your VELUX ACTIVE solution, open the app and locate: "Settings > Install new products > Install a new switch" and follow the instructions.
The maximum operating range between a VELUX product and the gateway is 300 m free sight or approx. 30m indoors (across walls and ceilings). The range can be doubled (to 60m indoors) by adding the io-homecontrol range extender KLF.
No, simply copy the identity of your windows and sun screening products from one (or more) of your existing remote controls to the gateway. All existing controllers will remain unchanged. 
If your window or sun screening product was delivered with a wall switch (local control), you should always start by pairing it with this switch. Please follow the instructions provided with the wall switch.

If you have a VELUX control pad (KLR 200) or a VELUX remote control with display (KLR 100), add the window or sun screening product to this remote control as well. Please follow the instructions provided with the remote control.

Note: Gathering all your products in one remote control will simplify the process of copying your VELUX products to your VELUX ACTIVE gateway.
To add a new window or sun screening product to your VELUX ACTIVE installation, open the app and locate: "Settings > Install new products > Install a new window" and follow the instructions.
 
Note: Before adding a new product to VELUX ACTIVE, the product must be already paired to a VELUX remote control.
To move a product from one room to another, open the app and locate: " Settings > Home management > Room > Product" and press "Move product". 
The software on your VELUX ACTIVE gateway (firmware), is automatically updated when new features and bug fixes are released. Make sure the gateway is always powered on and connected to the internet in order to be updated.

Using my app

The red dot next to the Settings icon indicates there is news to you about VELUX ACTIVE. You can be informed about new features or improvements being added to VELUX ACTIVE, by opening the settings area and locate: What's New. After having read the information, the dot disappears until new information has arrived.
To view the VELUX ACTIVE Terms of Use click here

The air quality level in your home is constantly displayed in the VELUX ACTIVE app. By entering the room page (product control) you can see the temperature-, humidity- and CO2-levels being measured by the sensor in that room.

Go to the room page to see the current temperature-, humidity- and CO2-levels of a specific room. Switch rooms to see the levels in another room.
According to WHO, a good indoor temperature level is between 17° to 26° Celsius (63 to 79° Fahrenheit). This can prevent condensation, mould, or dehydration of the people in the room.
To choose Celsius or Fahrenheit as the temperature unit, open the app and locate: "Settings > My account > Unit system" and select the preferred unit.
According to WHO, a good indoor humidity level (quantity of water vapour in the air) is between 40% to 60%.
According to WHO, a good indoor CO2 level is below 1150 ppm.
To check the battery level or signal strength of a sensor switch, open the app and locate: "Settings > Home management > Room > Sensor switch".
 
To check the battery level or signal strength of a departure switch, open the app and locate: "Settings > Home management > Departure switch".
 
To check the Wi-Fi signal strength to the gateway, open the app and locate: "Settings > Home management > Gateway.
To display another home in the app, press "Home" on the dashboard for iOS or in the settings menu for Android and then select your preferred home.
If you have forgotten your password to your VELUX account, press "Forgot your password?" on the login screen and follow the instructions in the e-mail. If you do not receive an e-mail, check your spam messages folder.
You can invite and share access with a new user by opening the app and locating: "Settings > Guest management > Invite a user"
You will automatically receive a notification when a new version is released. Go to the download page and accept the update if you have not enabled automatic updates.

You can use the app or the remote control to operate your VELUX window or sun screening product to a desired position. From the app, select the room and scroll down until you see the product you would like to control. Slide the knob on the control bar to set the desired position. Release it to start the movement. You can always stop the movement by pressing the "Stop" button.

To stop a product while it is operating, use the remote control or the VELUX ACTIVE app. Press the "Stop" button on the room screen in the app.
There are two ways to stop the automatic control temporarily:
- Manually control a product to a new position - either from the app or from a VELUX remoce control. This will isolate the product  from further ACTIVE control until the following morning.
- Turn all ACTIVE control manually Off for that specific room the in the additional parameter view. To reactivate ACTIVE control, you manually turn it On or just wait to the following morning when it's done automatically.

To open your window to the secured ventilation position, slide the knob on the control bar horizontally until it reaches the "locked ventilation" icon.

Note: The "locked ventilation" icon will not be displayed if your window does not have a ventilation flap.

Accessories that are installed on a window will also be grouped with the window in the app. To find a specific product, select the room with the window and scroll down until you see the window or sun screening product to be controlled.
Product groupings cannot be created in the app. If you would like to move multiple products to the same position, this must be done one-by-one.
You can control groups of the same type of products from the sensor switch. Groups are always windows, shutters, or blinds.
All control commands sent from your app require an internet connection between your mobile device and the gateway. If this communication link is disrupted, your app cannot be used until it's re-established. VELUX ACTIVE will continue to provide automatic control without internet access as it is controlled directly by the gateway.
Yes. You can modify several automatic control parameters to meet your personal preferences - i.e. the CO2, humidity or temperature system sensitivities or the preferred operating hours for automatic control. Open the app and locate: "Settings > Active control" to set your personal preferences.
You can rename your home, room or products at any time. To rename your home, open the app and locate: "Settings > Home management > Name of House" and enter your preferences. To rename your room, open the app and locate: " Settings > Home management > Room" and enter your preferences. To rename your products, open the app and locate: "Settings > Home management > Room > Product" and enter your preferences.
 
Important: When naming your rooms and products, be careful not to use the room type within the product name, as this can cause a naming conflict. Keep room type names (Bathroom, Kitchen, etc.) for the rooms and product type names (Window, Blind, etc.) for the products. This will create the best integration with Siri (Apple HomeKit) voice commands. If you are using English language for Siri, name your rooms and products with English names/terms for best performance.
The app will automatically notify you when any of the sensors or departure switch batteries need to be replaced. If you wish to remove notifications, you can manage all VELUX ACTIVE notifications by opening the app and locating:  "Settings > Notifications".
You can manage your standard VELUX ACTIVE notifications by opening the app and locating: "Settings > Notifications". It is not currently possible to create new notifications in VELUX ACTIVE.

The two red buttons on the opening screen, marked with a sun and moon, are used for quick and easy control of your sun screening products. Pressing the sun button raises all sun screening products in the home (Good morning). Pressing the moon button lowers all sun screening products in the home (Good night).

Yes. You can modify the "Lock" to also lower all sun protection at departure or modify the "Good night" scenario to also close all windows when lowering the sun screening. To modify the scenarios, open the app and locate: "Settings > Quick actions.

The lock button and departure switch are used to place your VELUX ACTIVE indoor climate control into a secured mode (away) when you are not at home. Your windows are then restricted to flap ventilation only/no opening (windows without a flap). Pressing the "closed lock" sets the secured/away mode. Pressing the "open lock" sets the unsecured/home mode.

Note: Setting the states in the app is the same as pressing the departure switch.

VELUX ACTIVE is secured to prevent unauthorized users from unlocking your home. Unlocking requires your smartphone to have downloaded a specific security key from the gateway. Users that do not have this key are unable to unlock the home from their app.
 
There are two ways to retrieve the key:
- The key is automatically retrieved during the installation of the gateway.
- The key is provided during the "Guest management" process when you are invited to join VELUX ACTIVE.
 
The security key is stored directly on the smartphone for security reasons. You will have a retrieve a new key if you change your smartphone or device.
 
Note: You can always unlock your home using the departure switch.
VELUX ACTIVE interpret it an authorized user and deems it safe to unlock the home when a control command is received from a remote control.

Measurements and automation

VELUX ACTIVE provides two main algorithms for the automatic control of your indoor climate. The two algorithms are:
 
1) A ventilation algorithm that automatically controls your VELUX INTEGRA® windows to regulate room temperature, humidity and carbon dioxide (CO2). The ventilation algorithm relies on indoor measurements made by your sensor and weather forecasts retrieved from the Internet. By using this information, the VELUX ACTIVE algorithm can decide whether ventilating the room will improve the indoor climate, or whether the window should remain closed because the indoor climate cannot be improved.
To ensure a constant supply of fresh air, the algorithm also has an air recycling functionality, that ventilates the room on a regular basis (every 1-6 hours) for a period of 5-15 minutes depending on indoor and outdoor conditions.
 
2) A sun screening algorithm which is designed to prevent potential overheating by rolling down window coverings to block out the sun when appropriate. The sun screening algorithm also relies on weather forecast information to make smart decisions based on indoor and outdoor conditions.
VELUX ACTIVE algorithms can be adjusted to meet your personal preferences. If you want to increase or reduce the sensitivity to the indoor climate parameters or you want to define an inactive period, this can be done by opening the app and locating: "Settings > Active Control”.
Outdoor weather data is used to adjust duration and to which extent the window opens during ventilation and to prevent the window from operating when no improvement of the indoor climate can be made. The weather data is also used to adjust sun screening products to prevent potential overheating before it occurs.

All VELUX electrical roof windows are supplied with a rain sensor to prevent the window from opening in case of rain. The window will automatically close if it starts to rain. If you ask it to open while it's raining, you will receive a pop-up with a warning. The rain sensor will always override any VELUX ACTIVE automation.

When the indoor climate sensor is installed and the control algorithms are activated in the app, VELUX ACTIVE will automatically control all roof windows and all sun screening products in the room.
VELUX ACTIVE will continue to operate during Internet outages. It continues to regulate the indoor climate and sun screening according to the latest set point applied before the outage (away mode, manual set point, etc.).
 
However, during the outage you will not be able to use the app (i.e. no product control, no reading of indoor climate parameters and no modification of any settings). App functionality is automatically re-activated on all connected devices when the internet connection is re-established. The gateway may take a few minutes to reconnect after the Internet connection has been re-established.
 
During a power outage, VELUX ACTIVE functionality will not available. You will, however, be able to control solar powered VELUX products using the remote control. When power returns, the gateway will automatically reconnect to your router and the cloud servers. Please note that this may take a few minutes.

VELUX ACTIVE is designed to provide automatic control of your indoor climate year-round. During the cold season, the algorithms will be automatically adjusted to prevent cold drafts. At temperatures below 2°C, the windows will not open automatically to prevent snow and ice from entering the room.

Note: For solar powered products that are not being charged sufficiently during the winter time (i.e. snow on the solar panel), there may be short periods of time when ACTIVE control will be unavailable due to battery discharge.

To ensure total security of your home, the VELUX ACTIVE gateway will automatically enter secure mode (away mode) after a power failure. This prevent windows from opening if a power failure is created outside the home by a malicious person.
Yes, you can use the app to define a period after which your window will automatically close (i.e. time-based bathroom ventilation). To define the period, press the timer icon in the upper corner of the room screen. At the end of the timer, the window will automatically close and VELUX ACTIVE will re-engage.
You can adjust the period when your window will automatically close to meet your personal needs. By default, the period is set to 30 minutes, but it can be adjusted to any value between 0 - 12 hours.
No. VELUX ACTIVE does not provide the opportunity to define a schedule for opening and closing of windows and/or sun screening products. If you are using VELUX ACTIVE on iPhone, you can create a schedule in the Apple Home app - please refer to Apple HomeKit support.
It is possible to disable or stop VELUX ACTIVE to avoid automatic control of your windows and sun screening products. Open the app and locate: "Settings > Active control" to turn off all ACTIVE control. Or keep ACTIVE control enabled in a specific room, or part of a room, by opening the app and locating “Settings > Active control > Room”.

Yes, it is possible to disable VELUX ACTIVE temporarily in one (or all) rooms to avoid the automatic control of your windows and sun screening products during the night. Open the app and locate: "Settings > Active control > Room" to define the operating hours for that room (i.e. 8am to 9pm). Repeat this step for each room.

Yes, it is possible to disable VELUX ACTIVE in one room while continuing to have automated control in another room. Open the app and locate: "Settings > Active control" and select the room in which you want to disable VELUX ACTIVE. You can now turn off all ACTIVE control for that room – or define the operating hours for the room.
The room temperature is measured by the indoor climate sensor. The temperature is measured every 20 seconds within the 0-50°C / 32-122°F range.
VELUX ACTIVE temperature sensor measurements that are different from the measurement of another thermometer in the room could be caused by an improper installation point. Check that the sensor is not placed in direct sunlight, above a heating element, behind a curtain, near an open window or door. Remove the sensor and move it to a different position.
Humidity is measured by the indoor climate sensor installed on the wall in your room. The humidity measurement is updated every 20 seconds and is measured within the range 0-100% with ± 3% accuracy.
The carbon dioxide (CO2) level of the room is measured by the indoor climate sensor installed on the wall in your room. The CO2 measurement is updated every 5 minutes and is measured within the 0-5000 ppm range.
If no sensor measurement values are displayed in your app, it may be due to a battery or communication issue.
 
First check the battery level of the sensor.
- Check the sensor battery level by opening the app and locating: "Settings > Home management > Room > Sensor switch > Battery level".
- Remove the batteries, wait a few seconds before re-inserting them and then check if the LED is blinking on the front face of the switch.
 
Then check the radio signal quality between the sensor and the gateway.
- Check the sensor radio signal quality by opening the app and locating: "Settings > Home management > Room > Sensor switch > Radio signal".
- Move the sensor closer to the gateway.
The rain sensor provided with your VELUX window (or motor kit) is connected directly to the motor control. No information is transmitted to the app when rain is detected and the window closes (rain detection is handled locally by the window opener). The VELUX ACTIVE app will only warn of rain if the window (motor) is opened while it's raining.

If some or all your sensor values are missing, then your sensor may be unreachable (this will be indicated in the app). Please check the sensor batteries and replace them if needed. If only your carbon dioxide (CO2) value is missing, but the humidity and temperature levels are displayed correctly, then wait for 5-10 minutes to see if a measurement appears. The CO2 level is only measured every 5 minutes and this may occur after a battery replacement.

If none of these actions have made the sensor values appear, then your sensor needs to be replaced.

Note: CO2 measures will not be displayed up to 12 hours after initial installation due to calibration of the sensor.

The sensor and departure switch have a typical battery life of 2 years under normal operation. The sensor and departure switch will remain fully functional up to 7 days after entering the low battery state.

My data

During installation of VELUX ACTIVE, you will be asked to create an account with your email and a password. Your email is stored on a secure cloud server. Your password will not be able to be accessed by VELUX. If you install your VELUX gateway via Apple HomeKit, no data will be stored.
 
If you install via the VELUX ACTIVE app, we will store data about your gateway and system setup for service and product optimization purposes.
 
We store your personal data while your account is active and 6 months after the products are disconnected.
 
For a full overview of what personal data we store, please see the VELUX ACTIVE Privacy Policy.
VELUX ACTIVE data is stored in a secure data centre managed by NETATMO. Data is only accessible by VELUX A/S, NETATMO and your local VELUX sales company. The data centre is in the EU.
VELUX ACTIVE data is not visible to any entities other than VELUX A/S, NETATMO and, to a limited extent, your local VELUX sales company.
VELUX ACTIVE collects data to be able to regulate your indoor climate effectively. Data is used for service and product optimization purposes, and for marketing purposes if you have given us consent. For a full overview of what personal data we store, please see the VELUX ACTIVE Privacy Policy

If you would like to see a report of the personal data we have stored, please contact: active-support@velux.com

You can change your email address and the names of homes, rooms, windows, blinds and shutters in the VELUX ACTIVE app. If you have any other requests, please contact: active-support@velux.com
If you would like to remove the information that is stored by VELUX, you will have to place a request for your VELUX ACTIVE account to be deleted. When you reset your gateway, we will delete your personal information within the period defined in the VELUX ACTIVE Privacy Policy. If you would like the information removed immediately, please contact: active-support@velux.com with a deletion request. For more details, please see the VELUX ACTIVE Terms of Use.

The VELUX Group is committed to preventing incidents such as hacking and misuse of data. To ensure this, we have implemented a high number of technical, administrative and physical security mechanisms, designed to protect the data collected by VELUX ACTIVE. Please note that despite our dedicated efforts to protect your data, no security solution is perfect, nor impenetrable.

If you, against all odds, observe any form of personal data issue, a suspected breach, an IT issue or similar relating to VELUX ACTIVE, please write to databreach@velux.com and include the following information:

  1. Type of incident & description (what have you observed?)
  2. When did the incident take place?
  3. Where did you observe it? (on what webpages, pages or similar)
  4. Are individuals affected? (does the data leak contain personal information about individuals? If so, who?)
  5. Who is informed about this incident?

We will respond to queries promptly. 

HomeKit

Apple HomeKit is a platform that enables compatible products from different manufacturers to work together on iOS/different Apple products. Apple HomeKit enables you to control your VELUX products by a simple tap in the Apple Home app, by asking Siri (Apple's voice assistant) or automatically.
You can use Apple HomeKit to control your VELUX products through Siri (Apple's voice assistant). Use your voice to open your window, to roll down the blinds or to ask about the current air quality status of your Home. Apple HomeKit also enables you to create scenarios that connect your VELUX products and other HomeKit compatible devices.
If Apple HomeKit is not working with your VELUX roof windows, check your data synchronisation:
- Unplug (power off) the gateway for at least 30 seconds and plug it in again.
- Wait for the iCloud synchronisation to finish on all connected devices using the same Apple account.
 
You can force synchronisation, by connecting your iPhone to the charger and restarting it. If this doesn't work, you will need to reset the HomeKit configuration and connect it again.
HomeKit relies on a secured local protocol provided and designed by Apple. Apple HomeKit requires you to be at home and connected to your Wi-Fi network. VELUX ACTIVE considers this safe and unlocks your home when an Apple HomeKit command is executed. It is only possible to access HomeKit when you are away from home, if you are using an Apple home hub (such as an Apple TV or an iPad).
 
Note: Be careful using HomeKit automation when you are away from home, as this could result in your home unlocking.
To control your products with Siri and Apple HomeKit when you are away from your home (not connected to your home Wi-Fi network), you need to set up a device as a HomeKit home hub. This can be:
 - An Apple TV4 with tvOS 10 or later.
 - An iPad with iOS 10 or later.
You can use Siri voice control by pressing the home button, by pressing the side button or by saying the phrase: "Hey Siri". To use the "Hey Siri" command on your device, you must activate it by entering: Settings > Siri & Search > Listen for "Hey Siri".
 
Tip! When naming your rooms and products, you should be careful not to use the room type within the product name, as this can cause a naming conflict. Keep room type names (Bathroom, Kitchen) for the rooms and product type names (Window, Blind) for the products. This will provide optimal integration with Siri (Apple HomeKit) voice commands as well. If you are using English language for Siri (for best voice recognition), you should name your rooms and products with English terms for best performance.
During VELUX ACTIVE setup, you will be asked to scan the HomeKit setup code with the camera of your device.
 
The 8 digit Apple HomeKit code (xxx-xx-xxx) can be found on:
- The label at the back of your gateway.
- The last page of the Quick Start Guide provided in the packaging.
 
You can also enter the code manually if you cannot scan it with the device camera.
 
If you did not configure HomeKit during the initial installation, simply do it by selecting: "Settings > Home management > Gateway > Set up HomeKit"
You can share control of HomeKit accessories with other people if they use iOS 10 or later and are signed in to iCloud.
 
To share control, you will need to be either at home or have a home hub set up in your home when sending an invite.
 
In the VELUX ACTIVE with NETATMO app locate: "Settings > Home management > HomeKit > Invite".
 
In the Apple Home app locate: "The "arrow icon" in the upper-left corner > Invite > Enter the person's Apple ID used with iCloud > Send Invite".

Yes, you can install the gateway using Apple HomeKit (and not the VELUX ACTIVE with NETATMO app). Please follow the instructions provided in this link.

Note: For these installations, you can only use the functionality provided by Apple HomeKit and the Apple Home app. The ACTIVE automatic algorithms are not included in Apple HomeKit and can only be accessed by using the VELUX ACTIVE app.

When resetting the HomeKit pairing of your gateway, you will remove:

- The Wi-Fi connection between the gateway and your router
- The HomeKit pairing of your gateway

The pairing to your VELUX products, sensor and Departure switch will remain unchanged. 
To perform a HomeKit reset: 

- Press and hold the button marked with the gear icon
- When you see the LED blink red, release the button and press it once again quickly to confirm the reset
- The gateway will now reset and reboot automatically
- When the LED blink white, your gateway is ready for a new HomeKit pairing
- Open your Home app and add the gateway as a new accessory in HomeKit
You can update your Wi-Fi configuration in case you need to change your internet provider. 
To perform the Wi-Fi update:

- Press and hold the button marked with the gear icon
- Release the button when you see the LED blink in white
- Open the iOS settings of your device and open the “Wi-Fi” section
- Select your gateway in the “SET UP NEW DEVICE …” section 
- Follow the instructions to update the Wi-Fi configuretion

Google Assistant

If you have a Google Home speaker, use the “Google Home” application, available on iOS and Android, to connect your VELUX INTEGRA® products. To learn more about the steps of set-up, see the Google Help website.

If you do not have a Google Home speaker, download the “Google Assistant” application, available at the App Store for iOS and the Play Store for Android. To learn more about the steps of set-up, see the Google Help website.

For increased security, an additional step is necessary to be able to control your windows with the Google Assistant. Simply create a Google Assistant security code in the VELUX ACTIVE with NETATMO app. To do so, simply follow the steps described below in "How can I create a security code for Google Assistant?"

For increased security, an additional step is necessary to be able to control your windows with the Google Assistant. Simply create a Google Assistant security code in the VELUX ACTIVE with NETATMO app by following the steps below:

  1. Open the "VELUX ACTIVE with NETATMO" app
  2. Tap on the top left icon to access the "Settings" section
  3. Tap on "Home management"
  4. Tap on your home's name at the top
  5. Tap on "Google Assistant" in the "Advanced" section
  6. Tap on "Enable window control" and create a 4-digit PIN code. 

The set-up is complete. You can now open your VELUX windows with the Google Assistant:

"Ok Google, open the windows in the living room"

 

To delete VELUX products from your Google Assistant:

  1. Open your “Google Assistant” application and tap on one of your set-up VELUX products (window, blind or shutter).
  2. Tap on “Unlink VELUX ACTIVE with NETATMO” 
  3. Confirm by selecting “Unlink” again.

Now, your Google Assistant no longer has access to any of your VELUX products.

Depending on Google Assistant's maturity in your local language, you may experience som difficulties with Google Assistant's language understanding. To limit these misunderstandings, you should name your products and rooms, and make sure to include these names in your commands.

Alternatively, you can go to "Settings" in your Google Home app and add a secondary language (preferably English, French or German) which will allow you to use commands in both your local language as well as a language in which the Google Assistant has higher proficiency.

Google Assistant is the smart personal assistant developed by Google. It is integrated into many platforms (smartphones, connected speakers, TV, cars, etc.) and primarily enables voice control of smart home devices.

Google Home is a voice-controlled connected speaker for your home that is integrated with Google Assistant.

Google Assistant gives you the ability to control your windows, blinds and shutters using your voice. 

Examples of use:

  • Hey Google, open the windows in the living room.
  • Hey Google, close the blinds in the kitchen.
  • Hey Google, I'm home. 

These features are available in the following countries: US, UK, DE, FR, IT, ES, IE, AU, CA, AT, NL, NO, SE, DK.