Hydrum help

Why won't my system connect?

Confirm Universum Gen7, check the controller's internet connection and use the controller login from the Harreither app. A Hydrum account password does not work in the controller login fields.

If the auth code is rejected, check its 20 characters and exact letter case with your installer. If identity verification fails, stop rather than bypassing it. The connection guide explains each field.

What is the account security code?

It comes from a Hydrum password-reset or email-verification email. It is separate from the controller's 20-character auth code. Opening the email link fills the masked field; if necessary, paste only the text after #token= from that link.

Reset links expire after 30 minutes; verification links after 24 hours. Both are single-use and require submitting the form. For email verification, sign in to the account the message was sent to. Request a new link if the old one is expired or used.

Why hasn't an email arrived?

Check the address and spam folder, and wait for any resend cooldown. A password-reset request gives a generic response; it does not confirm that an account exists or that delivery succeeded.

Email verification, recovery and alerts need configured mail delivery. If Hydrum says mail is unavailable, contact the service administrator through an existing contact method. Personal alert emails also require a verified recipient, an enabled rule and current system access. Quiet hours may defer them. Hydrum has no push notifications.

Why is a display paused or revoked?

Ask the owner or a household manager to check Manage → Displays. A paused display resumes on the same link after it is enabled and reconnects. A deleted display or replaced link needs a new link; signing in on the tablet does not restore the old one.

Do not post the display URL or QR code when asking for help. Anyone holding a valid link can use its access.

Why are the temperatures old?

During an outage, Hydrum may show clearly labelled last-known readings. Check the reading time, the tablet's connection and the controller's internet access. The wall retries automatically, but old readings do not enable controls.

History only contains collected observations. Paused monitoring, missing sensors and connection gaps cannot be filled by refreshing the page.

Did my change reach the controller?

Activity distinguishes acknowledged, rejected, pending and uncertain requests made through Hydrum. It does not attribute changes made on the controller or through another app.

After a timeout or uncertain result, read the current controller values before trying again. A multi-room schedule may have reached some rooms but not others. Review each result; do not resend everything or assume it was rolled back.

Why didn't timed away return?

Automatic return needs a running background service, an available controller and an initiating account that still has control permission. The current mode must still match the recorded away mode. A manual mode change in Hydrum cancels the automatic return.

Check the away status and the actual controller mode if attention or a conflict is shown. An uncertain send is not blindly retried. Cancelling a preset stops its automation; cancellation itself does not change the heating mode. Keep a manual way to control the system.

What should I include when asking for help?

For controller faults or missing installer details, contact your installer. For a service problem, use the contact method supplied by your service administrator; no response time is guaranteed here.

• Include the safe error text, what you were doing and the time with its time zone.
• Include your browser and the website version shown on Home or in Settings.
• Remove passwords, auth codes, email security codes, invitation URLs, display URLs and QR codes from any message or screenshot. Do not send an unredacted network log.