You can change your automatic control settings at any time. To change the settings, open the app and locate: "Settings > Schedule & Automations" and enter your preferences for each room individually.

VELUX ACTIVE has a limit of 5 departure switches per gateway.
If more than 5 switches are required, you must divide your house in two regions and use one gateway for each region.

Place your gateway in a central location in your home to ensure a stable wireless connection to all your VELUX products and to your Wi-Fi router. The Wi-Fi signal strength can be displayed by entering: "Settings > Home management" in your VELUX app. After determining the optimal position, you can install the gateway on the wall using the installation bracket.

No, VELUX ACTIVE is only compatible with electric and solar powered VELUX products.

 

To obtain the best conditions for accurate measurements, place the sensor according to the following guidelines:
  - Place the sensor in reach at a suitable height on the wall (90-170cm)
  - Do not place the sensor on the inner side of an exterior wall
  - Do not place the sensor in direct sunlight
  - Do not place the sensor above heating elements or radiators
  - Do not place the sensor behind curtains, furniture or other obstacles

The lock button and departure switch are used to place your VELUX ACTIVE indoor climate control into a secured mode (away) when you are not at home. Your windows are then restricted to flap ventilation only/no opening (windows without a flap). Pressing the "closed lock" sets the secured/away mode. Pressing the "open lock" sets the unsecured/home mode.

Note: Setting the states in the app is the same as pressing the departure switch.

If your gateway is already installed, you can find the MAC address in the app. Go to: Settings > Home management > Gateway > MAC address and look for the 12-character code: "70: ee :50: xx: xx: xx".
If you have not installed your gateway, you can find the MAC address printed on the back of the gateway. Look for the 7-character code in the format "g: xx: xx: xx" (the last part of the gateway serial number in the 3rd line).

You can use the app or the remote control to operate your VELUX window or sunscreening product to a desired position. From the app, select the room and scroll down until you see the product you would like to operate. Slide the knob on the control bar to set the desired position. Release it to start the movement. You can always stop the movement by pressing the "Stop" button.

Note: You can obtain quick control by pressing the product icons at each side of the slider - the product will then go to the end position directly.

To add an additional sensor to your VELUX ACTIVE solution, open the app and locate: "Settings > Install new products > Install additional switch" and follow the instructions.

The app is available for iOS 9.0 or later on the Apple App Store and for Android 5.0 or later on Google Play. The app is used for VELUX App Control and VELUX ACTIVE with NETATMO.

You can connect up to 15 users to one gateway.

You can control up to 5 different homes from the app.

VELUX ACTIVE with NETATMO and VELUX App Control require a personal Wi-Fi network. It cannot be configured on a public hotspot or an enterprise network. You need a 2.4 GHz (802.11 b/g/n) Wi-Fi with WEP, WPA or WPA2-Personal network security settings.

VELUX ACTIVE and VELUX App Control can control up to 200 products. Apple HomeKit supports up to a maximum of 100 products.

No, VELUX ACTIVE is only compatible with electric and solar powered VELUX products.

 

You can add up to 10 sensors to one VELUX ACTIVE gateway. If more than 10 sensors are required, you must divide your house in two regions and use one gateway for each region.

VELUX ACTIVE has a limit of 5 departure switches per gateway.
If more than 5 switches are required, you must divide your house in two regions and use one gateway for each region.

As of today, VELUX ACTIVE with NETATMO is compatible with Apple HomeKit and Google Home. Amazon Alexa is not yet supported as Amazon does not provide a skill for windows as part of their solution. This means that Amazon Alexa is not able to open and close windows from their system.

VELUX ACTIVE with NETATMO and VELUX App Control can only find VELUX products (and selected Somfy products) using the io-homecontrol wireless communication protocol.
Horizontal awnings are not compatible.

IMPORTANT: Make sure your VELUX remote control or wall switch is properly paired to the product and full functional before beginning the installation. Do NOT reset your gateway unless you have checked all of the following steps:

Using a remote control with display and feedback (two-way):
1. Check that all products known by the remote control can be operated from the point where the gateway is positioned.
- If you receive a "no contact" feedback, try to move closer to the product and try again - when success, then move the gateway to this position.
- If you receive a "wrong security key", check the remote control instructions on how to achieve a new and valid security key.
2. Check if you have a "master" control for the entire home or individual room controls.
- If you have a "master control", always use this for the product registration.
- If you have individual room controls, start adding the products of the first remote control to your app and finish the setup with these products only. To add the remaining products go to: Settings>Install new products>Install a new window>Next and follow the in-app instructions. Note: The remote control instructions are slightly different as you are now aligning the security keys during the process.
3. Check if you have selected the correct control option in the app (one-way controls are found by pressing the button "I don't have those remotes").
4. Try closing down the app and re-open it to see if you have an unfinished installation. If so, finish the installation.

Using a wall switch without feedback (one-way) OR a combination of controls remote controls? (uni- and bi-directional one-way and two-way):
1. Check if you have any bi-directional two-way remote control paired to your products. If so, use this when adding the products to the gateway (see above).
2. Check that all products known by the wall switch can be operated from the point where the gateway is positioned. If you can't cannot control the products, try to move closer to the product and try again - when success, then move the gateway to this position. Otherwise, check the controller remote control? instructions on how to pair the wall switch to the product.
3. Check if the product is moving back and forth to indicate that registration is ready when pressing the gear button (on older controls remote controls? press the reset button) on the wall switch. If the product isn't is not moving, try once again to press the gear button (on older remote controls? press the reset button) on the wall switch.
4. Check if you have selected the correct control option in the app (uni-directional one-way controls are found by pressing the button "I don't do not have those remotes").
5. Try closing down the app and re-open it to see if you have an unfinished installation. If so, finish the installation.

If the above steps do not solve your problem, then you are unfortunately forced to factory reset your VELUX products not being found by the gateway. Please be aware that you need physical access to your product to perform the factory reset.
After a product is reset, none of your prior controls for this product are functional any more. Consequently, you need to pair your control to the product once again - please refer to the window/accessory instructions on how to reset the product and to pair the control afterwards.

If your gateway is already installed, you can find the MAC address in the app. Go to: Settings > Home management > Gateway > MAC address and look for the 12-character code: "70: ee :50: xx: xx: xx".
If you have not installed your gateway, you can find the MAC address printed on the back of the gateway. Look for the 7-character code in the format "g: xx: xx: xx" (the last part of the gateway serial number in the 3rd line).

For iOS devices (Apple) go to Apple App Store, for Android devices go to Google Play. Search for VELUX ACTIVE with NETATMO and download the app. This app is used for both VELUX ACTIVE and VELUX App Control.

Yes, it is possible but it is advised to install a sensor in each room to gain the full benefit of the VELUX ACTIVE indoor climate control system. You can skip the sensor registration during the installation if you select "It's done" when asked in the app to insert batteries in the switches, and then press "All my switches are here" on the following screen after the search is completed.

There are two ways to add a new user to an existing VELUX ACTIVE or VELUX App Control solution:
1. The new user gets the information about the account email and password and simply logs on to the same account as the existing user.
2. An existing user can invite and grant access to a new user. This is done in the app in: "Settings > Guest Management > Invite a user".

Note: To ensure that VELUX ACTIVE and VELUX App Control stay secure, the new user needs to retrieve an authentication key from the gateway to gain full access (please press the red alert bar on the room screen and follow the instructions in the app).

You can download the app on your new device and login to your existing account.

Note: To ensure that VELUX ACTIVE and VELUX App Control stay secure, the new user needs to retrieve an authentication key from the gateway to gain full access (please press the red alert bar on the room screen and follow the instructions in the app).

Yes, VELUX ACTIVE and VELUX App Control can be accessed by any mobile device - Apple or Android.

You should see a white LED next to the power cable connector on your gateway. Check that the mains cable is connected to the gateway and that the mains switch is ON. If already connected, please unplug the gateway for 10 seconds and plug it in again.

Place your gateway in a central location in your home to ensure a stable wireless connection to all your VELUX products and to your Wi-Fi router. The Wi-Fi signal strength can be displayed by entering: "Settings > Home management" in your VELUX app. After determining the optimal position, you can install the gateway on the wall using the installation bracket.

You must create a new installation when replacing the gateway. For security reasons, you cannot transfer information from one gateway to another, but you can keep your existing VELUX account for the new gateway.

To connect VELUX ACTIVE or VELUX App Control you need to have a 2.4 GHz (b/g/n) Wi-Fi network. In case you are using a dual band Wi-Fi router, then ensure that the 2.4 GHz and 5 GHz networks have individual names (SSID). If you are using Wi-Fi repeaters, extenders or boosters, then ensure that each access point has a unique name (SSID) as well.
The accepted network security can either be Open, WEP, WPA or WPA2-personal (TKIP and AES).

Incompatible Wi-Fi networks are:
- Public and enterprise networks with port filtering.
- Networks that only use the 5 GHz band.
- Networks behind an authentication portal.

Make sure that your smartphone is properly connected to a functional Wi-Fi network before beginning the installation.
Then follow these steps:

1. Reboot the Wi-Fi router and smartphone.
2. Check that the gateway is connected to power (small white LED is on next to the mains cable)
3. If you have any Wi-Fi boosters/repeaters in your network, check that the gateway is connecting to the access point with the strongest signal and the access point has an unique name (SSID).

If the above steps do not solve your problem, check if your VELUX gateway can be connected via a hotspot provided by another phone connected to the 4G mobile data network. If the hotspot connection is possible, check your router settings by connecting to the router's configuration page (refer to your router's user manual).

- Update the router to its latest firmware version.
- Define a simpler Wi-Fi password without special characters.
- Ensure that there is no MAC filtering enabled on the router (or make sure that the gateway is in the white-list).
- Ensure that access restrictions (parental control, etc.) are disabled.
- Check if the router has a sleep function. If so, disable that function (avoid frequent disconnection/reconnection to the router to ensure a stable gateway function).
- Disable the Wi-Fi channel restriction (enable automatic selection), or select channel 1, 6 or 11.
- Check that 2.4 GHz is also enabled if the router is dual band compatible (VELUX ACTIVE with NETATMO and VELUX App Control can only connect to 2.4 GHz networks). Try also to disable 5 GHz.
- Check that UPnP is enabled (this is recommended).
- Check that LAN to WLAN broadcast and multicast is not blocked.
- Try to replace the current DNS servers with Google's (Primary: 8.8.8.8 / Secondary: 8.8.4.4).
- Check if your router has any firewall / port filtering. If so, open the 25050 port (TCP).
- Give the gateway a static IP with its MAC address.

To improve the Wi-Fi signal strength between the router and your gateway, you can physically move the gateway and router closer to each other. You can also add a wireless range extender to your Wi-Fi network.

To obtain the best conditions for accurate measurements, place the sensor according to the following guidelines:
  - Place the sensor in reach at a suitable height on the wall (90-170cm)
  - Do not place the sensor on the inner side of an exterior wall
  - Do not place the sensor in direct sunlight
  - Do not place the sensor above heating elements or radiators
  - Do not place the sensor behind curtains, furniture or other obstacles

Place your departure switch within reach, at a suitable height (90-120cm), next to your main entrance. You can place a departure switch at each entrance to your home.

The maximum operating range between a sensor / departure switch and the gateway is 300 m free sight or approx. 30 m indoors (including walls and ceilings).

Try moving the gateway and switches closer to each other to improve the wireless signal strength. A wireless range extender cannot be used.

To add an additional sensor to your VELUX ACTIVE solution, open the app and locate: "Settings > Install new products > Install additional switch" and follow the instructions.

To remove a sensor from your VELUX ACTIVE installation, open the app and locate: "Settings > Home management > Room > Sensor switch" and press "Remove product".

To move a sensor from one room to another, open the app and locate: " Settings > Home management > Room > Sensor switch" and press "Move product".

A sensor can only control the products in the room where it is placed. It is recommended to install a sensor in each room to obtain the optimal automatic control of your products and achieve all the benefits of VELUX ACTIVE.

The maximum operating range between a VELUX product and the gateway is 300 m free sight or approx. 30m indoors (including walls and ceilings). The range can be doubled (60m indoors) by adding the io-homecontrol range extender (KLF).

No, simply copy the identity of your windows and sunscreening products from one (or more) of your existing remote controls to the gateway. All existing remote controls will remain unchanged.

If your window or sunscreening product was delivered with a wall switch (local control), you should always start by pairing it with this switch. Please follow the instructions provided with the wall switch.

If you have a VELUX control pad (KLR 200) or a VELUX remote control with display (KLR 100), add the window or sunscreening product to this remote control as well. Please follow the instructions provided with the remote control.

Note: Gathering all your products in one remote control will simplify the process of copying your VELUX products to your VELUX gateway.

To add a new window or sunscreening product to your VELUX ACTIVE with NETATMO or VELUX App Control installation, open the app and locate: "Settings > Install new products > Install a new window" and follow the instructions.

Note: Before adding a new product to VELUX ACTIVE or VELUX App Control, the product must already be paired to a VELUX remote control.

Your VELUX ACTIVE gateway's firmware is automatically updated when new features and bug fixes are released. Make sure it is always powered on and connected to the internet.

VELUX App Control and VELUX ACTIVE with NETATMO are both smart home products that can control your VELUX windows and accessories from your smartphone. The difference between the two products is: 

VELUX ACTIVE with NETATMO: With this product you are able to control your home with an app. You can manually operate your VELUX products to any desired position, and you can also make scheduled automations based on your personal settings, such as how many times a day you want to air the room. Additionally, you can make smart automations based on your indoor climate. The indoor climate sensor included in your VELUX ACTIVE starter pack detects the indoor temperature, humidity and CO2 level in your home. If the readings are outside of your preferred range, VELUX ACTIVE automatically ensures ventilation and sun protection to always maintain a healthy indoor climate in your home. 

VELUX App Control: With this product you are also able to control your home with an the app. You can manually operate your VELUX products to any desired position, and you can make scheduled automations based on your personal settings, such as how many times a day you want to air the room. As no indoor climate sensor is included when purchasing your VELUX App Control, you are NOT able to make any smart automations. However, you can always add sensors to your VELUX App Control, whenever you want, and hereby upgrade it to a VELUX ACTIVE product. 

Both products are controlled with the same app in your app store, "VELUX ACTIVE with NETATMO". 

The red dot next to the Settings icon indicates that there is news to you about VELUX ACTIVE with NETATMO or VELUX App Control. You can be informed about new features or improvements being added to your app, by opening the settings area and locate: What's New. After having read the information, the dot disappears until new information has arrived.

To view the VELUX ACTIVE and VELUX App Control Terms of Use, click here
click here

The air quality level in your home is constantly displayed in the VELUX ACTIVE app. By entering the room page (product control) you can see the temperature-, humidity- and CO2-levels being measured by the sensor in that room.

Go to the room page to see the current temperature-, humidity- and CO2-levels of a specific room. Switch rooms to see the levels in another room.

According to WHO, a good indoor temperature level is between 17° to 26° Celsius (63 to 79° Fahrenheit). This can prevent condensation, mould, or dehydration of the people in the room.

To choose Celsius or Fahrenheit as the temperature unit, open the app and locate: "Settings > My account > Unit system" and select the preferred unit.

According to WHO, a good indoor humidity level (quantity of water vapour in the air) is between 40% to 60%.

According to WHO, a good indoor CO₂ level is below 1150 ppm.

To display another home in the app, press the home name on the opening screen and select your preferred home.

If you have forgotten your password to your VELUX account, press "Forgot your password?" on the login screen and follow the instructions in the e-mail. If you do not receive an e-mail, check your spam messages folder.

You can invite and share access with a new user by opening the app and locating: "Settings > Guest management > Invite a user"

You will automatically receive a notification when a new version is released. Go to the download page and accept the update if you have not enabled automatic updates.

You can use the app or the remote control to operate your VELUX window or sunscreening product to a desired position. From the app, select the room and scroll down until you see the product you would like to operate. Slide the knob on the control bar to set the desired position. Release it to start the movement. You can always stop the movement by pressing the "Stop" button.

Note: You can obtain quick control by pressing the product icons at each side of the slider - the product will then go to the end position directly.

To stop a product while it is operating, use the remote control or the app. Press the "Stop" button on either the opening screen or the room screen in the app.

There are two ways to stop the automatic control temporarily:
- Manually control a product to a new position - either from the app or from a VELUX remote control. This will isolate the product from further automatic control until the following automatic control.
- Use the control centre top right (3 dots), to "Pause" all automatic control for that specific room. To reactivate automatic control, select "Restart" in the control centre or just wait for the following automatic control to start.

To open your window to the secured ventilation position, slide the knob on the control bar horizontally until it reaches the "locked ventilation" icon.

Note: The "locked ventilation" icon will not be displayed if your window does not have a ventilation flap.

Accessories that are installed on a window will also be grouped with the window in the app. To find a specific product, select the room with the window and scroll down until you see the window or sun screening product to be controlled.

Personal product grouping cannot be created in the app.
If you wish to control all products in a room of same type, you select the room screen and the group option below the sensor values. Changing the slider position now controls all products of that type. To obtain individual control, select the Device option.

Alternatively, you can control all products of one type from the indoor climate sensor in the room. These groups are always windows, shutters, or blinds.

All control commands sent from your app require an internet connection between your mobile device and the gateway. If this communication link is disrupted, your app cannot be used until the link is re-established. The gateway itself will continue to provide automatic control for 2 days with no internet access. After this time, it stops as no weather data has been updated.

You can change your automatic control settings at any time. To change the settings, open the app and locate: "Settings > Schedule & Automations" and enter your preferences for each room individually.

Yes, with the app it is possible to overrule the rain sensor protection temporarily. The first time you open the window, it is limited to the ventilation position and you are informed: "It's raining". If you once again open the window using the position slider, you are allowed an opening up to 50 %. After 15 minutes, the window closes automatically once again ensuring full rain protection.

Note: It is NOT possible to overrule the rain sensor protection for older motorised windows and for flat-roof windows.

The app will automatically notify you when any of the sensors or departure switch batteries need to be replaced. If you wish to remove notifications, you can manage all VELUX ACTIVE notifications by opening the app and locating:  "Settings > Notifications".

You can manage your standard VELUX ACTIVE with NETATMO and VELUX App Control notifications by opening the app and locating: "Settings > Notifications". It is not currently possible to create new notifications in VELUX ACTIVE or VELUX App Control.

The two red buttons on the opening screen, marked with a sun and moon, are used for quick and easy control of your sun screening products. Pressing the sun button raises all sun screening products in the home (Good morning). Pressing the moon button lowers all sun screening products in the home (Good night).

Yes, you can modify the "Lock" to also lower all sunscreening products at departure or modify the "Good night" scenario to also close all windows when lowering the sunscreening. To modify the scenarios, open the app and locate: "Settings > Quick actions".

The lock button and departure switch are used to place your VELUX ACTIVE indoor climate control into a secured mode (away) when you are not at home. Your windows are then restricted to flap ventilation only/no opening (windows without a flap). Pressing the "closed lock" sets the secured/away mode. Pressing the "open lock" sets the unsecured/home mode.

Note: Setting the states in the app is the same as pressing the departure switch.

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 that 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 follow 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 will have a 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.

VELUX ACTIVE interpret it an authorized user and deems it safe to unlock the home when a control command is received from a remote control.

VELUX ACTIVE algorithms can be adjusted to meet your personal preferences. If you want to increase or reduce the sensitivity to the indoor climate parameters or you want to define an inactive period, this can be done by opening the app and locating: "Settings > Active Control”.

Outdoor weather data is used to adjust duration and to which extent the window opens during ventilation and to prevent the window from operating when no improvement of the indoor climate can be made. The weather data is also used to adjust sun screening products to prevent potential overheating before it occurs.

When the indoor climate sensor is installed and the control algorithms are activated in the app, VELUX ACTIVE will automatically control all roof windows and all sun screening products in the room.

VELUX ACTIVE and VELUX App Control will continue to operate during internet outages. The app regulates the indoor climate and sunscreening according to the latest set point applied before the outage (away mode, manual set point, etc.). After two days, it is paused as no weather data has been updated. Only the operation of sunscreening in the morning and the evening is ongoing.

However, during the outage you will not be able to use the app (i.e. no product control, no reading of indoor climate parameters and no modification of any settings). App functionality is automatically re-activated on all connected devices when the internet connection is re-established. The gateway may take a few minutes to reconnect after the internet connection has been re-established.

During a power outage, VELUX ACTIVE and VELUX App Control functionality will not be available. You will, however, be able to control solar-powered VELUX products using the remote control. When power returns, the gateway will automatically reconnect to your router and the cloud servers. Please note that this may take a few minutes.

To ensure total security of your home, the VELUX gateway will automatically enter secure mode (away mode) after a power failure. This prevents windows from opening if a power failure is created outside the home by a malicious person.

Yes, you can use the app to define a period after which your window will automatically close (i.e. time-based bathroom ventilation). To define the period, press the control centre icon (3 dots) in the upper corner of the room screen and set a timer. At the timer timeout, the window will automatically close. Automated control will resume automatically at the beginning of the next ACTIVE scheduled automation.

You can adjust the period when your window will automatically close to meet your personal needs. By default, the period is set to 15 minutes, but it can be adjusted to any value between 5 and 60 minutes.

No. VELUX ACTIVE does not provide the opportunity to define a schedule for opening and closing of windows and/or sun screening products. If you are using VELUX ACTIVE on iPhone, you can create a schedule in the Apple Home app - please refer to Apple HomeKit support.

Yes, it is possible to disable or stop VELUX ACTIVE to avoid automatic control of your windows and sunscreening products. Open the app and locate: "Settings > Schedule & Automations" to turn off all automatic control in the home. Or keep automatic control enabled in specific rooms, by opening the app and locating: “Settings > Schedule & Automations> Room > Parameters > Enable this automation”.

Yes, it is possible to disable VELUX ACTIVE with NETATMO and VELUX App Control temporarily in one (or all) or all rooms to avoid the automatic control of your windows and sunscreening products during the night. Open the app and locate: "Settings > Schedule & Automations > Room" to define the operating hours for that room (i.e. 8 am to 9 pm). Repeat this step for each room.

Yes, it is possible to disable VELUX ACTIVE or VELUX App Control in one room while continuing to have automated control in another room. Open the app and locate: "Settings > Schedule & Automations" and select the room in which you want to disable VELUX ACTIVE or VELUX App Control. You can now define the operating hours for the room – or deselect "Enable this automation" to turn off Scheduled Control for that room.

Yes, you can decide as you like, when VELUX ACTIVE or VELUX App Control is allowed to operate. You can define individual scheduling for each day in the week and/or you can even define specific periods daily. Read more about the Schedule and Automations feature here to find out how you make your own automations.

The room temperature is measured by the indoor climate sensor. The temperature is measured every 20 seconds within the 0-50°C / 32-122°F range.

VELUX ACTIVE temperature sensor measurements that are different from the measurement of another thermometer in the room could be caused by an improper installation point. Check that the sensor is not placed in direct sunlight, above a heating element, behind a curtain, near an open window or door. Remove the sensor and move it to a different position.

Humidity is measured by the indoor climate sensor installed on the wall in your room. The humidity measurement is updated every 20 seconds and is measured within the range 0-100% with ± 3% accuracy.

The carbon dioxide (CO₂) level of the room is measured by the indoor climate sensor installed on the wall in your room. The CO₂ measurement is updated every 5 minutes and is measured within the 0-5000 ppm range.

The rain sensor provided with your VELUX window (or motor kit) is connected directly to the motor control. No information is transmitted to the app when rain is detected and the window closes (rain detection is handled locally by the window opener). The VELUX ACTIVE app will only warn of rain if the window (motor) is opened while it's raining.

If some or all your sensor values are missing, then your sensor may be unreachable (this will be indicated in the app). Please check the sensor batteries and replace them if needed. If only your carbon dioxide (CO₂) value is missing, but the humidity and temperature levels are displayed correctly, then wait for 5-10 minutes to see if a measurement appears. The CO₂ level is only measured every 5 minutes and this may occur after a battery replacement.

If none of these actions have made the sensor values appear, then your sensor needs to be replaced.

Note: CO₂ measures will not be displayed up to 12 hours after initial installation due to calibration of the sensor.

The sensor and departure switch have a typical battery life of 2 years under normal operation. The sensor and departure switch will remain fully functional up to 7 days after entering the low battery state.

VELUX ACTIVE data is stored in a secure data centre managed by NETATMO. Data is only accessible by VELUX A/S, NETATMO and your local VELUX sales company. The data centre is in the EU.

VELUX ACTIVE data is not visible to any entities other than VELUX A/S, NETATMO and, to a limited extent, your local VELUX sales company.

VELUX ACTIVE collects data to be able to regulate your indoor climate effectively. Data is used for service and product optimization purposes, and for marketing purposes if you have given us consent. For a full overview of what personal data we store, please see the VELUX ACTIVE Privacy Policy

If you would like to see a report of the personal data we have stored, please contact: active-support@velux.com

You can change your email address and the names of homes, rooms, windows, blinds and shutters in the VELUX ACTIVE app. If you have any other requests, please contact: active-support@velux.com

If you would like to remove the information that is stored by VELUX, you will have to place a request for your VELUX ACTIVE account to be deleted. When you reset your gateway, we will delete your personal information within the period defined in the VELUX ACTIVE Privacy Policy. If you would like the information removed immediately, please contact: active-support@velux.com with a deletion request. For more details, please see the VELUX ACTIVE Terms of Use.

The VELUX Group is committed to preventing incidents such as hacking and misuse of data. To ensure this, we have implemented a high number of technical, administrative and physical security mechanisms, designed to protect the data collected by VELUX ACTIVE. Please note that despite our dedicated efforts to protect your data, no security solution is perfect, nor impenetrable.

If you, against all odds, observe any form of personal data issue, a suspected breach, an IT issue or similar relating to VELUX ACTIVE, please submit the following information here.

1. Type of incident & description (what have you observed?)
2. When did the incident take place?
3. Where did you observe it? (on what webpages, pages or similar)
4. Are individuals affected? (does the data leak contain personal information about individuals? If so, who?)
5. Who is informed about this incident?

We will respond to queries promptly. 

Your privacy and security are protected by the Phone vulnerability feature in your Android app if you follow our recommendations below. This is for Android users only as iOS is working on a different system.

Your data privacy is very important to us. Security vulnerabilities can pose a threat to your data privacy. To improve your phone's security, we provide recommendations in the app. Follow our tips to maximise your phone's security. Also remember to upgrade your phone’s Android version.

1. Lock screen password or pattern:
Having a lock screen pattern or code prevents people from accessing your apps and passwords. We strongly recommend that you set up a password or pattern to unlock your phone.

2. Root access:
If your phone is in root mode, it allows any app to access other apps in the system. We strongly recommend that you use standard distribution mode (unrooted).

3. Unofficial app or wrong certificate:
You may find a VELUX ACTIVE app elsewhere than in Google Play. An unofficial app may not be as reliable as the official one. We strongly that recommend you remove it and install the official app from Google Play. 

4. Phone's system update:
We strongly recommend that you install the latest system update on your phone as it protects it from security threats.

You can use Apple HomeKit to control your VELUX products through Siri (Apple's voice assistant). Use your voice to open your window, to roll down the blinds or to ask about the current air quality status of your Home. Apple HomeKit also enables you to create scenarios that connect your VELUX products and other HomeKit compatible devices.

To control your products with Siri and Apple HomeKit when you are away from your home (not connected to your home Wi-Fi network), you need to set up a device as a HomeKit home hub. This can be:
 - An Apple TV4 with tvOS 10 or later.
 - An iPad with iOS 10 or later.

Yes, you can install the gateway using Apple HomeKit (and not the VELUX ACTIVE with NETATMO app). Please follow the instructions provided on this page.

Note: For these installations, you can only use the functionality provided by Apple HomeKit and the Apple Home app. The ACTIVE automatic algorithms are not included in Apple HomeKit and can only be accessed by using the VELUX ACTIVE app.

When resetting the HomeKit pairing of your gateway, you will remove:

- The Wi-Fi connection between the gateway and your router
- The HomeKit pairing of your gateway

The pairing to your VELUX products, sensor and Departure switch will remain unchanged. 
To perform a HomeKit reset: 

- Press and hold the button marked with the gear icon
- When you see the LED blink red, release the button and press it once again quickly to confirm the reset
- The gateway will now reset and reboot automatically
- When the LED blink white, your gateway is ready for a new HomeKit pairing
- Open your Home app and add the gateway as a new accessory in HomeKit

You can update your Wi-Fi configuration in case you need to change your internet provider. 
To perform the Wi-Fi update:

- Press and hold the button marked with the gear icon
- Release the button when you see the LED blink in white
- Open the iOS settings of your device and open the “Wi-Fi” section
- Select your gateway in the “SET UP NEW DEVICE …” section 
- Follow the instructions to update the Wi-Fi configuretion

If you have a Google Home speaker, use the “Google Home” application, available on iOS and Android, to connect your VELUX INTEGRA® products. To learn more about the steps of set-up, see the Google Help website.

If you do not have a Google Home speaker, download the “Google Assistant” application, available at the App Store for iOS and the Play Store for Android. To learn more about the steps of set-up, see the Google Help website.

For increased security, an additional step is necessary to be able to control your skylights with the Google Assistant. Simply create a Google Assistant security code in the VELUX ACTIVE with NETATMO app. To do so, simply follow the steps described below in "How can I create a security code for Google Assistant?"

For increased security, an additional step is necessary to be able to control your skylights with the Google Assistant. Simply create a Google Assistant security code in the VELUX ACTIVE with NETATMO app by following the steps below: 

Open the "VELUX ACTIVE with NETATMO" app

1. Tap on the top left icon to access the "Settings" section
2. Tap on "Home management"
3. Tap on your home's name at the top
4. Tap on "Google Assistant" in the "Advanced" section
5. Tap on "Enable skylight control" and create a 4-digit PIN code. 

The set-up is complete. You can now open your VELUX skylights with the Google Assistant:

"Ok Google, open the skylights in the living room"

To delete VELUX products from your Google Assistant: 

1. Open your “Google Assistant” application and tap on one of your set-up VELUX products (skylight or blind).
2. Tap on “Unlink VELUX ACTIVE with NETATMO” 
3. Confirm by selecting “Unlink” again.

Now, your Google Assistant no longer has access to any of your VELUX products.

Depending on Google Assistant's maturity in your local language, you may experience some difficulties with Google Assistant's language understanding. To limit these misunderstandings, you should name your products and rooms, and make sure to include these names in your commands.

Alternatively, you can go to "Settings" in your Google Home app and add a secondary language (preferably English, French or German) which will allow you to use commands in both your local language as well as a language in which the Google Assistant has higher proficiency.