Why can't I unlock my home from the VELUX ACTIVE app using the grey unlock icon?

VELUX ACTIVE with NETATMO and VELUX App Control are secured to prevent unauthorised users from unlocking a home. Unlocking requires a 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. 12") and both are connected to the same Wi-Fi network

The security key is stored directly on the smartphone for security reasons. A new key must be retrieved if there is a change in smartphone or device, or if logged out of the account.

Note: Unlock a home by using the departure switch.