Connect SmartHome

Frequently Asked Questions

Pairing & Unpairing

No, pairing will occur provided the Wi-Fi router signal is available.  If you are unable to pair, move your smartphone with the Connect APP along with the device closer to the router to ensure adequate connectivity.  Once you have finished pairing you can install the Connect device to your desired location.

  1. Check that you are only connected to the internet on a 2.4GHz Wi-Fi network. The 5GHz band is not supported.
  2. Check the password you entered is correct and the Wi-Fi network name matches the one your smartphone is connected to.
  3. Check that your Connect device is in pairing mode. On most devices pairing mode is indicated by a flashing LED however please refer to the User Manual for exact instructions.
  4. Try pairing the device near the router to ensure you have a strong signal. You can also try using AP mode to pair your device.

Check out our ‘Troubleshoot Adding Devices’ video in the Resources and Downloads section.

  1. In the Connect app, tap the device you wish to remove.
  2. Tap ‘Settings/Edit’ icon in the top right, then scroll to the bottom of the page and tap ‘Remove Device‘.

If the Connect device is paired by another user, that device will be removed from your list on the app.  For security reasons some devices like Cameras, Doorbells etc may need an Unbind request before another user can pair to it.

The Connect SmartHome App

First download the Connect SmartHome APP from the Apple APP Store or the Google Play Store.  Once installed open the APP and create a new account.  You can now start adding devices to your APP using the ‘+’ icon. 

Check out our Quick Guide ‘Getting Started with Connect SmartHome’ video in the Resources and Downloads section.

  1. The device may be disconnected from the power supply, but the app hasn’t yet identified that the device is offline. After a short period of time the app will update the status of the connected device.
  2. If the device is still unresponsive try restarting your smartphone with the Connect SmartHome APP.
  3. As a last resort you can re-pair the device to your APP.

To control multiple products, such as a light you can create groups using a scene.

  1. To do this, open the APP then select ‘Smart’ then ‘Scenario’ then the ‘+’ icon.
  2. On the next screen select ‘launch scenario’.
  3. Next select ‘Run the Device’
  4. You can now choose the device and the action you would like it to perform e.g. ‘Bedroom Light – On’
  5. You can add multiple devices and actions under the TASK section by tapping the ‘+’ icon.
  6. Once you have finished, give your group a name and tap ‘SAVE’
  7. Don’t forget to create another group for your OFF commands (if applicable).

Check out our Quick Guide ‘Creating Scenes’ video in the Resources and Downloads section.

Method 1:  For limited functionality you can share an already-paired device to another Connect user’s account.  You can share devices individually by tapping the ‘SETTINGS/EDIT’ icon in the top right of the device control screen then scrolling down and selecting ‘Share Device’.

Method 2:  For full functionality you can simply log in to your account on multiple APPS so that another user will have access to your account and all installed devices, scenarios and controls.

Check out the ‘Add Family and Share Device’ video in the Resources and Downloads section.

No, the Connect SmartHome APP has been designed as a functional tool so the layout for the APP is configured to work in Portrait mode only.  However, some devices such as ‘Cameras’ are able to show the video feed in Landscape mode when viewing in full screen.

Yes, but the Connect app is not optimised for a tablet and may not display correctly.  For best experience we recommend using the Connect SmartHome APP with a smartphone.

If you forget your password, tap ‘Forgot Password‘ on the login screen.  Type in the email address or mobile phone number linked to your account, and a verification code will be sent to you. Enter this code into the app and follow the prompts to reset your password.

When new updates are available you will be prompted to install the update from within the APP.  We recommend keeping both the device firmware and the Connect app up to date to ensure you have access to the latest features and bug fixes. 

Internet and Connectivity

No, Connect devices currently don’t support 5GHz wireless connection.

By default, a Telstra Smart Modem has the same network name for its 2.4 GHz and 5.0 GHz networks, which can make it hard for smart products to distinguish between the two.

To fix this problem:

    1. Open your web browser from a computer that is connected to the same Telstra network and type in
    2. Login to your Modem using admin details (usually found on a sticker on the modem itself)
    3. Select ‘Wi-Fi‘ and then ‘2.4 GHz’
    4. Uncheck the tick next to ‘Band Steering‘

No.  You won’t be able to control any Connect devices unless they are connected to a router with an active internet connection.

Once your devices have been setup you can control them from anywhere using your smart phone, without being connected to or near the same router that controls your devices.  However, it’s important that the actual devices remain in proximity to the router they are connected to.

Try restarting the router or the Connect device, allowing a few minutes for the connection to be re-established. If it’s still not working, and you are certain that internet connectivity is available, you can re-pair the device following the same instructions from initial pairing.

Yes.  You will need to reconnect all your devices to your new router.  Please follow the initial pairing instructions.  Any scenes/automations that were created will need to have the devices readded or you will need to create new scenes/automations.

Device Functionality

Yes.  If the non-smart device has a physical switch turn this to the ON position and plug it into the Connect outlet.  With the Connect outlet paired to the APP you should now be able to control power to the outlet ON/OFF, which will in-turn control power to the plugged in non-smart device.

Some products in the range can be used outdoors.  Please refer to the specific product instructions for information on outdoor use and IP ratings.

No.  There is currently no support for IFTTT or ZigBee.

Google Assistant & Amazon Alexa

Yes, but you will need to link your Google Home account with your Connect account. Some devices and commands can be voice controlled immediately while some more advanced functions you will need to use the Connect App to create Scenes and Automation. 

Check out our Quick Guides ‘Linking Connect and Google Apps’ and ‘Linking Connect and Alexa Apps’ videos in the Resources and Downloads section.

Your Connect devices do not need to be in the same room or on the same network as Google Home or Amazon Alexa.  Provided your Connect devices and Google Home or Amazon Alexa all have an internet connection, the devices can be controlled.

Want to find out more about our smart home range?

For extra help, we can offer support.

Your Cart