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Connection and setup

Setup won't finish

Last updated About 2 hours ago

You might see this as

  • "When I scan the QR code I get an Oops message"

  • "It asks for an 8-digit key and says it's invalid"

  • "The app can't find my spa"

  • "It says Spa is initializing, but it's been a while"

  • "The app expects a green light, but my Home module is blue"

Quick answer

Setup links your Gecko account, the Home module and the Spa module. Each message points to a different step, so start from what you see on your screen.

Find your situation

What you see

What to try

The QR code scan shows "Oops", or the app can't find your spa

Pair manually with the pairing key printed on the back of the Home module (steps below).

The pairing key is rejected as invalid

Contact us in the chat with the two serial numbers listed at the bottom of this article.

"Spa is initializing" doesn't finish

Check both module lights, restart both modules, then check the signal and placement (steps below).

The Home module is solid blue during setup

Factory reset the Home module, then start the setup again. If it still doesn't work, contact us in the chat.

Steps: pair manually

  1. Find the pairing key printed on the back of the Home module.

  2. In the setup screen, choose to enter the key manually instead of scanning, and type it in the Pairing key field exactly as printed.

  3. If the key is rejected, please don't try a factory reset: contact us in the chat with both serial numbers.

Steps: "Spa is initializing" doesn't finish

  1. Note the color of the Home module light and the Spa module light (the blue box inside your spa's access panel).

  2. Restart both modules in order: spa breaker off 15 seconds and back on, Home module unplugged 10 seconds and plugged back in, then give the app 2 minutes.

  3. Check the RF strength in ☰ menu > Settings > Devices, and the placement tips in My Home module blinks and never links to the spa.

Steps: Home module solid blue during setup

A factory reset removes the Home module's setup, so you will need to set up your spa again in the app. If you already have a Premium subscription, note its status first in ☰ menu > Settings > Subscription, and check it again there once setup is done. If it doesn't show, contact us in the chat.

  1. Factory reset the Home module: see How to factory reset the in.touch 3 EN (Home) module.

  2. Start the setup again in the Gecko app.

Still stuck? Send us these in the chat

  • The message you see in the app, or a screenshot

  • The Home module light and the Spa module light

  • If the key was rejected: the serial number on the Home module sticker, and the serial number the app shows during the scan

  • Your router or internet box brand and model, and whether you use a mesh system

  • Whether your in.touch 3 is new or a replacement unit

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