HovalConnect FAQ
- Go to “Add plant”.
- Complete the form.
- Then enter your gateway serial number and the corresponding Plant Key, and confirm these.
Please note that it may take up to 60 minutes for the plant to appear online in your app.
For your own security, the email address can only be changed by contacting our customer service team. Please use the contact form on the right to request the change. We will contact you and explain what steps need to be taken.
Important for private individuals:
Please use a private e-mail address!
If you use a professional email address and then change employers, there is a risk that you will no longer be able to access your plant and that service messages will no longer reach you.
For security reasons, the WLAN password can only be changed on one of the Hoval control modules directly (e.g. on your Hoval plant or a wall-mounted room control module. To do this, simply follow the steps in the instructions.
For security reasons, the WLAN can only be changed on one of the Hoval control modules directly (e.g. on your Hovaal plant or a room control module). To do this, simply follow the steps in the instructions.
The times in plant messages shown on the heating control module may differ from the times displayed on the HovalConnect platform or in an e-mail or push notification.
Want to make sure you are using the latest version of the HovalConnect app?
The HovalConnect app is managed via the Apple (iPhone) and Google (Android) app stores. As soon as a new version of the app is available, you can download it from those stores.
You can use the automatic update function to ensure you are always running the latest version. But if you prefer to update your apps manually, you can find the new version in whichever app store you use.
See here for a guide on how to set up automatic updates or perform a manual update:
Guide for Apple iPhone (iOS): https://support.apple.com/en-gb/HT202180
Guide for Android: https://support.google.com/googleplay/answer/113412?hl=en
Important!
Please continue to use HovalDesk with the Hoval TopTronic app for Hoval plants that have not yet been migrated to HovalConnect.
Is the HovalConnect app showing that your plant is “offline”? Does the connection to your plant keep dropping out? It can often be difficult to pinpoint the cause of problems like these, since they could be down to your Internet connection, your home network or even HovalConnect.
Problems with your Internet connection:
First check that you can open other webpages quickly and easily. If you cannot, please contact your Internet provider.
Settings on the control module:
- Check your DHCP gateway settings on the control module.
Click here to access step-by-step instructions. - Check your gateway settings for your network connection on the control module.
Click here to access step-by-step instructions.
Problems with your WLAN:
Use your smartphone or a mobile computer (tablet or laptop) to test the strength of your WLAN signal right next to your HovalConnect gateway. If you have poor reception or none at all on the other device either (no bars or just one bar of WLAN signal strength), your WLAN signal is probably too weak to establish a stable connection. In this case, you should connect the gateway via a LAN cable or try using a repeater. Contact your network engineer (electrician) for assistance.
Problems with the HovalConnect gateway:
If you have already carefully checked the possible sources of error mentioned above, please restart the HovalConnect gateway. Do this by switching the gateway off and disconnecting the plug for approximately 30 seconds, before plugging it back in and switching the gateway on again. If this does not help either, please contact the HovalConnect service team at connect@hoval.com.
Are you having problems with the HovalConnect app on your smartphone or tablet?
Your smartphone’s operating system
Please start by checking your smartphone’s operating system. The HovalConnect app runs on the Android and Apple iOS operating system versions that are supported by the manufacturers. Unfortunately, you cannot use HovalConnect on smartphones with older operating system versions. If you do not have an up-to-date operating system, you can use HovalConnect via a browser. In this case, you will receive your plant messages via e-mail rather than push notifications.
Reinstalling the app
If your operating system is not the problem, it may help to uninstall the app and download it again from whichever app store you use (Google Play or the Apple App Store). See your smartphone’s user guide for information on how to uninstall an app, or go direct to Google (Android) or Apple:
Android: https://support.google.com/android/answer/2521768?hl=en
Apple: https://support.apple.com/en-gb/HT207618
If reinstalling does not solve the problem, please contact the HovalConnect service team at connect@hoval.com.
Are you having problems entering your Plant Key or are you unable to find it?
What is the Plant Key?
The Plant Key is a unique combination of letters and numbers used to add your Hoval plant to your HovalConnect account (this is a one-off procedure).
Where do I find the Plant Key?
You can find your Plant Key on the registration card you received with your HovalConnect gateway.
Have you lost your registration card?
Please email full details of your gateway serial number to connect@hoval.com.
Follow the instructions to display the serial number easily in your control module.
I am having problems entering the Plant Key.
The Plant Key must be entered exactly as it appears on the registration card.
Check that..
..you have not entered any spaces
..you have not activated Caps Lock
..you have not mistaken the letter l for the digit 1
..you have not mistaken the letter O for the digit 0
If you are still having problems with the Plant Key after checking all this, please contact the HovalConnect service team at connect@hoval.com.
Are the dashboard and/or weather data not being displayed after you have logged in? This is usually because your browser is not downloading this data again. Clearing your browser data (buffer/cache) will help. Once you have done this, the pages will display correctly again.
Clearing browser data:
- This keyboard shortcut works for most browsers: CTRL+ALT+Delete
If this keyboard shortcut does not work for your browser, please consult your computer’s operating manual or search for “Clear browser cache” in your computer’s Help function. - Then fully close and reopen the browser.
- Log in to HovalConnect.
If you are still having problems with the dashboard, please contact the HovalConnect service team at connect@hoval.com.
The app only runs on smartphones for now. However, you can still use HovalConnect on a tablet by accessing it in your browser and logging in at: https://connect.hoval.com
To ensure that the Hoval gateway and Hoval digital services continue running smoothly, please enable the ports and IP addresses specified in the firewall settings on your router.
1. Click “Forgot password?”
2. Follow the instructions. You will then receive a separate email that you can use to reset your password.
You can find out how to restart your gateway here.
Please follow the instructions.
You can use the following programs:
- 24/7 = constant temperature
- Night reduction = 2 temperature values at 2 times
- Time program = 2 temperature values on different days
- Standby = plant set to frost protection
- Click on “User Management”.
- Click on “Add user”.
- Select exactly what you want to share (the entire plant or individual heating circuits) and enter the email address of the user with whom you want to share your plant.
- Save the information. You will receive a message indicating that sharing has been successful.
Follow the instructions to display the serial number easily in your control module.
We are currently working on providing an easy-to-use, intuitive legionella function in the app. In the meantime, you have two options:
1. Manual setting
Open the app and set the domestic hot water slider manually – for example, for four hours at 65°C. This will allow you to reach the required temperature once. Repeat the process if you want to reach this domestic hot water temperature again.
2. Defining programs
Open the app and define two different time programs. Example:
I. Program 1: Set a continuous temperature of 50°C for six days.
II. Program 2: Set a temperature of 50°C for the seventh day. Set an increased temperature of 65°C for three hours.
You will soon be able to use our new legionella function in the HovalConnect app. We will let you know as soon as the program is available.
No, the values generated by the control module are based on mathematical probabilities. For this reason, it is important to note that they should not be used as a basis for calculations – please use the data from your actual electricity meter for this purpose. Doing this will ensure that the bills for your electricity consumption costs are accurate and reliable.
