If you’re unable to login to the ecobee app, the username or password you are using may be incorrect, or your thermostat may not yet be registered.
Verify your thermostat is registered
On the thermostat, tap the MAIN MENU button in the bottom left corner.
If you see the menu option “Registration”, your thermostat is not yet registered or was unregistered at some point. You will need to register again. Please refer to this article for registration instructions.
Verify you are using the correct login credentials
Logging into the ecobee app requires your ecobee account credentials. Your username will be the email address the thermostat is registered to, and your password will be the password you used when you first created your account.
If you’re certain that you’re using the correct credentials, it’s possible your email address may have been misspelled when you registered, causing your ecobee account to link to a non-existent email address. If this is the case, you will need to reset registration on your ecobee and re-register with the correct email.
You can verify the email address linked to your ecobee account by contacting our Support team and providing the serial number of your registered ecobee.
To unregister your thermostat, do the following on the thermostat
1) Go to MAIN MENU > SETTINGS > RESET
2) Select “Reset Registration”
3) Select “Yes” in the bottom right corner
Once this is done, you can re-register your thermostat by selecting the “Registration” option from the MAIN MENU.
Reset your password
You can reset your password via the ecobee app or by clicking "Forgot Password?" on the login page at ecobee.com. A password reset email will be sent to the email address provided.
Please note: The password reset email will be sent to the email address linked to your ecobee account, so if you do not receive this email and you’re certain you’ve entered the correct email address, it’s very likely that your email address was misspelled and you’ll need to reset registration to link the correct email address.
Attempt to login via the Web Portal
If you are certain your username and password are correct, you can attempt to login to the Web Portal through your desktop, laptop, or mobile browser.
Visit ecobee.com and click LOGIN in the top right corner, then enter your account credentials and click SIGN IN.
If you are able to login through the Web Portal but not the app, please ensure your mobile app meets the minimum app requirements and that the app is up to date.
Uninstall and then reinstall the app
If you are still unable to login to the app, try uninstalling and then reinstalling the app. If you are on an older version, deleting and reinstalling the app will always replace your existing app with the most up to date version.
If you continue to experience problems signing into the mobile app, please contact ecobee Support. To ensure prompt service, please have the following information ready:
- The type of device you are using (Android or iOS)
- The iOS version or Android version your phone is currently running