General FAQ

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Submit a support request here and we'll take care of you right away. Or call us at 415.582.6701


+ Dwelo isn't working, what do I do?

  1. Make sure you have an active account with Dwelo. You should have received an email from Dwelo inviting you to activate your account.
  2. Make sure your Dwelo hub is plugged in to power and Internet (diagram).
  3. Make sure your Internet is working by testing the connection with a smart phone or computer connected to the same network as your Dwelo hub.
  4. Identify what part of Dwelo isn't working. For example, is just your lock not responding to app commands or are your lights not responding either? Once you've identified the problem, look through the frequently asked questions for a solution.
  5. If none of the above helps, try unplugging your Dwelo hub from power, waiting 10 seconds, plugging it back in, and then waiting about 5 minutes for it to reboot.
  6. If you're still experiencing issues, contact us via the support form on this page providing as much information as possible about the problem. We'll be sure to help you resolve it.

+ Who should I contact if something doesn't work?

If you ever experience issues with the smart functionality of your lights, locks, thermostat, hub, or anything related to Dwelo you should contact Dwelo. The support form on this page is the best way to contact us.

If you have questions related to your lease or the community in general, you should contact community management.

In the event of an emergency, please call 9-1-1.

+ How do I sign up for Dwelo?

For security purposes, new residents are only invited to sign up for Dwelo by community management staff.

If you have moved into a community that offers Dwelo, please ask a community manager to grant you access to your unit. As part of this process, you should receive an invitation to activate your account so you can use Dwelo.

+ When I interact with Dwelo Devices, how long should I wait to see a response?

In general, you should see a response within several seconds.

Under some circumstances response times may take longer:

  • Network routers, baby monitors, wireless phones, and even microwaves can create interference with Dwelo and negatively impact system performance.
  • Building materials and the layout of your unit may impact response times.
  • Storing your hub inside boxes or metal enclosures may reduce performance.
  • Moving your hub to a new location may negatively impact device connectivity.
  • Rapidly pressing buttons in the apps can create congestion in the system and decrease response times.

If you consistently observe response times greater than 10 seconds, feel free to reach out to us.

+ How do I log in to Dwelo?

To log in to Dwelo, you will need the email address and password associated with your account. Your email address is the one that received the first account activation email. Your password is the one that you provided when activating your account.

You can log in to Dwelo from the Android or iOS mobile apps or from the web app.

ANDROID AND IOS APPS
  1. Download Dwelo from the Apple App Store or Google Play.
  2. Open the app and enter your account email and password to log in.
WEB APP
  1. In your web browser, navigate to https://web.dwelo.com.
  2. On the login page, enter your account email and password to log in.

If your activation link is expired or doesn't work, please forward your original activation email to support@dwelo.com and request a new activation link.

+ What are Dwelo modes (AKA scenes)?

Dwelo Modes are pre-defined settings, also known as "scenes." There are three Dwelo modes:

Home. Thermostat adjusts to the home temperature you've set.

Away. The lights turn off, the door locks, and the thermostat adjusts to the away temperature you’ve set.

Night. The door locks and the thermostat adjusts to the night temperature you’ve set.

To set up your Dwelo mode thermostat settings, see "How do I configure my Dwelo modes?"

+ How do I configure my Dwelo modes?

ANDROID APP
  1. Open your mobile app.
  2. Tap the circular Dwelo mode button in the bottom-right corner of the screen. The button displays a house, car or crescent moon icon depending on the mode you have selected.
  3. Tap the "Mode Settings" options.
  4. Adjust the thermostat mode and temperature for Home, Away and Night.
  5. Tap "Save Settings."
IOS APP
  1. Open your mobile app.
  2. Tap the circular Dwelo mode button in the bottom-center of the screen. The button displays a house, car or crescent moon icon depending on the mode you have selected.
  3. Tap the mode settings gear icon in the top-left corner.
  4. Adjust the thermostat mode and temperature for Home, Away and Night.
  5. Tap "Save Settings."
WEB APP
  1. In your web browser, navigate to https://web.dwelo.com.
  2. If you are not logged in already, you will need to provide the email and password associated with your Dwelo account and log in.
  3. On your unit page, click the "Dwelo Mode Settings" button under the "Dwelo Mode" section.
  4. Adjust the thermostat mode and temperature for Home, Away and Night.
  5. Click "Save."