VELUX ACTIVE support

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Compatibility

Is the VELUX ACTIVE app available for my phone?

How many users (apps) can I connect to my VELUX ACTIVE gateway?
How many homes can I control from the same app?
What are the prerequisites for using VELUX ACTIVE?   Play VELUX ACTIVE video
What types of WiFi are required?
Which VELUX products can be controlled by VELUX ACTIVE?   Play VELUX ACTIVE video
How many products can be controlled by VELUX ACTIVE?
How many sensors can I add to my VELUX ACTIVE gateway?
How many switches can I add to my VELUX ACTIVE gateway?

My installation

I have trouble installing my VELUX ACTIVE starter pack. What should I do?   Play VELUX ACTIVE video
Where can I find the MAC adress/serial number of my product?   Play VELUX ACTIVE video
How do I download the VELUX ACTIVE app?   Play VELUX ACTIVE video
Can I install VELUX ACTIVE without the sensors?
How can a new user have access to my VELUX ACTIVE?
I have a new phone or tablet. How do I access my VELUX ACTIVE?
Can I have both an Apple and Android phone connected to VELUX ACTIVE at the same time?
How can I know if my gateway is properly powered?
Where should I place my gateway?   Play VELUX ACTIVE video
Can I transfer data from an old gateway to a new one?
Do I need an electrician to install VELUX ACTIVE?
I bought a new VELUX ACTIVE to replace the old one. How can I transfer my old data?
I can't configure my Wi-Fi during the installation / My Wi-Fi network is not displayed?
I have a poor Wi-Fi signal. How can I boost it?
I changed my Wi-Fi access / changed house. How can I update my Wi-Fi configuration?   Play VELUX ACTIVE video
My sensor / departure switch is not detected by the gateway. What should I do?
Where should I place my sensor on the wall?   Play VELUX ACTIVE video
Where should I place my departure switch on the wall?
What is the max. control range between a sensor / departure switch and the gateway?
I have a bad RF signal from my sensor / departure switch. How can I boost it?
How do I select the product(s) to be controlled by the sensor?
I just bought an additional sensor. How can I install it?   Play VELUX ACTIVE video
How to remove a sensor? / I can't remove a sensor?
Can I move the sensor to control another room?
Can I use one sensor for the control of multible rooms?
I just bought an additional departure switch. How can I install it?
What is the max. control range between the gateway and a product?
Do I have to reset all my windows to install VELUX ACTIVE?
I just bought a new window/covering. How do I pair it with a control?
I just bought a new window/covering. How do I add it to my VELUX ACTIVE gateway?
How can I update my VELUX ACTIVE gateway?
How can I reset my gateway?

Using my app

Where can I see the air quality level of my house/home?   Play VELUX ACTIVE video

Where can I see the measures from each sensor?
What is a good indoor temperature level?
How can I change the displayed temperature unit?
What is a good indoor humidity level?
What is a good indoor CO2 level?
Where can I check the battery level/radio signal of my gateway and remotes?
How do I get the app to show my another home(s)?
I forgot my password, what should I do?
How can I share access to my VELUX ACTIVE?
How can I update my VELUX ACTIVE app?
How do I control my VELUX window/covering to a desired position?   Play VELUX ACTIVE video
How do I stop an ongoing window/covering operation?
How do I temporarily stop the automatic control of a window/covering?
How do I open my window to the ventilation position?
How do I navigate in the app to control my window/covering?
Can I define a control group?
I can't access my window/covering from my app, but it's automatically controlled by VELUX ACTIVE?
Can I change the default settings for automatic control?
Can I rename a home/product/room?
Can I create a notification to alert me when the sensor batteries are low?
Can I create customized notifications/how do I manage my notification preferences?
What are the scenario buttons used for (Sun & Moon)?
Can I modify a scenario?
What is the lock scenario button used for?   Play VELUX ACTIVE video
Why can't I unlock my Home from the app (grey unlock icon)?
Why is my Home unlocking when I open a window with a remote?

Measurements and automation

How is the algorithm controlling my indoor climate?
Can I modify how the algorithm controls my window/exterior sun screening?
Are external weather factors such as wind, cold air etc. taken into account by the algorithm?
Is the window opening automatically during rain?
How do I select the windows for automated control?
In case of Internet outages or electricity blackouts, does my VELUX ACTIVE keep working?
Can VELUX ACTIVE be used during winter time with snow/ice?
My automatic control always enters the secured mode after a power fail. What should I do?
Can I set the window to close automatically after a predefined period?
What is the min./max. automatic window closing period?
Can I define my own schedule for opening and closing windows/sun screening?
Can I turn off VELUX ACTIVE to stop controlling my window(s)/covering(s)?
How can I turn of the automatic control during nighttime?   Play VELUX ACTIVE video
Can I turn of VELUX ACTIVE in one room and maintaining the control in another room?
How is the room temperature level being measured?
The temperature measured is different to the one displayed by my regular thermometers. What should I do?
How is the room humidity level being measured?
How is the room carbon dioxide level (CO2) being measured?
My sensor does not seem to work. What should I do?
I can't see any rain measure displayed in the app. What can I do?
Some sensor measures are not displayed. What can I do?
How often must I replace the batteries in the sensor/departure switch?

My data

Are my personal data (name and address) stored/for how long are my data stored?
Where are my personal data stored?
Are my sensor values visible to others?
Which data are collected by VELUX ACTIVE and how are they used?
How can I delete all my data from my account (right to be forgotten)?

HomeKit

What is HomeKit?
How can I benefit from HomeKit?
My VELUX windows are properly paired with VELUX ACTIVE, but they do not work with the Apple Home app.?
Why is my Home unlocking when I open a window with HomeKit?
HomeKit does not work when I'm not at home?
I can't control my windows/sun screening using Siri voice control. How can I do?
Where can I find the HomeKit setup code?
How to share control of my Apple Home?