If you cannot open the Gateway (Anna, Adam HA or Smile P1) in the app, this can be due to several reasons.

Follow the steps below until the app works again.


1. Check if the Gateway is online:

  • Make sure you are at home and connected to the same network as the Gateway.
  • Then go to connect.plugwise.net
  • Enter the ID of your Gateway. Can't remember what the ID is? You can see this in the app by pressing menu at the top left and then tap Gateways.
  • Is your Gateway online? Then the Gateway's web page will open. Proceed to step 2.
  • Is your Gateway no longer online? Then you will see an explanation of how you can connect the Gateway to the internet.


2. If the Gateway is online: Add the Gateway again in the app

  • Open the Plugwise Home app
  • Open the menu and choose 'Gateways'
  • Swipe the line with the ID to the left.
  • Press the trash can icon / delete.
  • If you have no other Gateways in the app, you will see the question whether the Gateway is already connected to the internet. Choose Yes. Add the ID (8 consonants) again to the Plugwise Home app.
  • If you have multiple Gateways in the app, choose 'Gateways' from the menu and press the '+'). Add the ID (8 consonants) back to the Plugwise Home app.


3. If the Gateway is online: There is an error when adding to the app

  • Check if the Gateway is online.
  • Make sure your phone is connected to the same network as the Gateway.
  • Was your Anna obtained through NLE/Eneco/KPN? Your remote control may have expired. Renew your Anna via https://www.plugwise.com/product/anna-extension/?lang=en. Once the order has been processed, it will take up to 24 hours before Anna has retrieved the extension from the internet. Then you can add Anna again in the app.


4. With iPhone and iPad:

Apple has changed access on the local network in a recent update app. The Plugwise Home app therefore no longer always has access to the local network.

  • From the home screen of your iOS device (iOS 14 or later), tap Settings.
  • Scroll all the way down until you see the Plugwise Home app and press it.
  • You will then see Local network.
  • If Local Network is off, turn it on. Was Local Network turned on? First turn it off and then on again.
  • Open the Plugwise Home app and add the Gateway in the app again.


5. Reinstall App

Have you followed all the steps above and it still doesn't work? Then remove the Plugwise Home app and install the Plugwise Home app again.


6. Check if there is a server error

  • If there is a server error, it will be reported on plugwise.com/support
  • As an alternative to the app, you can still use the web page of your Anna, Adam and Smile P1 when you are at home. To do this, go to connect.plugwise.net


7. Let us know

  • Did any of these steps help? Let us know so we can improve the process.
  • Did any of these steps still not help? Then we will be happy to help you solve it.