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Make sure both the hub and your phone are connected to the same local area network. The hub can be connected to the LAN with an Ethernet cable or through Wi-Fi.

If you want to connect the hub to Wi-Fi, turn on Bluetooth of your phone. Open the app, select ‘Add Hub’, then ‘Guide to add a new hub’.

To connect the hub to your Wi-Fi network, the Bluetooth of your phone and the hub must be on. Out of the box, the hub’s Bluetooth is on by default. If it is not on or you’re unsure, use a pin and press the reset button once to turn Bluetooth on.

For Android Phones: ‘Location’ must also be on

There are 3 reasons

1. First-time setup: Connect your phone to the same network as your hub. Kill the app then try pairing again. If the issue persists, re-start the hub by unplugging and re-plugging the power cord. Wait for the hub to start back.

2. “User do not own the hub” or “Unauthorize”: The hub has already been paired to another account. Sign-in to an authorized account. If you receive this as a gift, factory reset the hub.

3.  Incorrect pairing code: The pairing code pasted in the back of the hub is only for first-time setup. It changes whenever a new user is added to the hub. Use a pin and long press the reset button. The hub will sound the new pairing code.

Solid white: The hub is starting up
Solid blue: The hub is working properly
Solid yellow: The hub is not connected to a network
Fast flashing red: The hub is signaling an emergency (e.g. water leakage detected)
Spinning green: The hub is discovering smart devices
Breathing orange: The hub is battery powered
Spinning blue: The built-in voice assistant is activated

If the hub is not displaying the proper color, re-start the hub by unplugging and re-plugging the power cord. Wait for the hub to start back.

All the devices in the compatibility list marked as tested and full will work well with the hub. This list only shows devices that have been tested. Other devices outside the list may be compatible as well.

If you cannot add a device from the compatibility list. Check the following:

• Model #: Check the model number. The device might look the same, but the model could be different.
• Z-Wave devices: Make sure your hub and the device shares the same Z-Wave frequency (Regions have different Z-Wave frequencies. Click here to learn more)
• Wi-Fi devices: Make sure the hub and the device is connected to the same Wi-Fi network. Connect the device to the same network as the hub or vice-versa.
• Other Issues: The device might be incorrectly added. Try removing the device then re-adding them. (When you remove the device from the app, you may need to operate the device. Check the device’s manual for the exclusion mode)

If the above steps didn’t work, contact us

Routines are separated into 3 parts: trigger(s), condition(s), and action(s).

Action(s) are what you want to happen e.g. turn on the lights, lower the thermostat, etc. (If there are more than 1 action, the hub will start the actions from top to bottom)

Trigger(s) are events that have to happened before the actions can be started e.g. when motion is detected, turn on the lights. (Any trigger will play the actions)

Condition(s) are additional requirements that have to be met before actions can be played. (They are optional, and all of them have to be met to start the action(s))

Here is an example of a routine

Trigger(s): Motion is detected, door is opened
Condition(s): Luminance is 10 lux (dark)
Actions(s): Turn the lights on

If motion is detected OR door is opened, AND room is dark, then turn the lights on.

Turn the Bluetooth on for both your phone and the hub.  Proceed to ‘Add hub’ then ‘Guide to add a new hub.’ (The hub’s Bluetooth can be turned on with the app or by pressing the reset button once)

Try refreshing the app by dragging down the list. If that didn’t fix the issue, remove the device(s) and re-add them.

(For ZigBee and Z-Wave devices, the hub will say “the device has left” if you’ve successfully removed them from the hub. Refer to the products’ manual on how to exclude the devices)

The hub’s firmware can be updated in two ways.

1. From the hub: Long press the reset button until you hear “Ready to update. Downloading…”
2. From the app: On the app, select the hub then scroll all the way down to version”

If you prefer to have the hub update itself, you can enable that on the Mixtile app. For more details, click here

“Hi, Mixtile” is the wake-up word. Say “Hi, Mixtile”, and then say your commands.

If Mixtile’s voice-assistant is not responding, try to adjust the volume in the app. If it still doesn’t work, restart the hub by unplugging and re-plugging the power cord.

For a list of commands visit this page.
*You can also train Mixtile’s voice-assistant new commands. Go to create a routine and name it whatever command you want.

Please follow the steps below to factory reset the hub

1. 1. On the Mixtile app, delete the hub from the list
   2. Unplug the power cord from the hub
   3. Press and hold the reset button then plug the cord back to the hub
   4. Release the reset button when the light goes off and on for a moment
   5. Wait a few minutes for the hub to start back up (it will sound “Ready to work”)

To check if the hub is reset, hold the reset button until it sounds the pairing code. If it’s successfully reset, the pairing code will be the same as the one in the back of the hub and all devices/routines/accounts will be deleted.