Why can't I unlock my home from the app (grey unlock icon)?

VELUX ACTIVE with NETATMO and VELUX App Control are secured to prevent unauthorised users from unlocking your home. Unlocking requires your smartphone to have retrieved a specific authentication key from the gateway. Users who 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 retrieved by pressing the red alert bar named "Authentication required" and then following the instructions.
(Please ensure that the smartphone and gateway are close to each other (approx. 20 cm) and both are connected to the same Wi-Fi network)

The security key is stored directly on the smartphone for security reasons. You must retrieve a new key if you change your smartphone or device, or if you log off your account.

Note: You can always unlock your home by using the departure switch.