Spa not appearing in the Gecko App after setup

Last updated 4 months ago

Overview

If your spa doesn’t appear in the Gecko App after completing the setup process, or if it connected to the cloud but isn’t linked to your account, it may be due to an issue that can occur during the Cloud Pairing step in older app versions (1.0 to 1.4).

This issue happens when the setup process is interrupted for example, if you leave the app or lose connection mid-configuration. The in.touch 3 module may successfully connect to the cloud, but your spa won’t appear in the app dashboard.

What happens

Your spa connects to the Gecko cloud, but it isn’t associated with your Gecko account.
The module’s LED is blue, indicating it has internet access, but the spa does not show up in the app.
The spa cannot be discovered locally again because it’s already paired to the cloud.

Why this happens

In app versions earlier than 1.5, leaving or exiting the app during the Cloud Pairing step can interrupt the linking process between your spa and your account. The device connects to the cloud successfully but remains unlinked from your spa profile.

💡 Starting with app version 1.5.X, this issue is automatically resolved, the app can now rediscover unlinked spas and reconnect them to your account.

How to fix it

Option 1 – Restart the setup process

Delete your spa from the Gecko App
- Go to Settings → General
- Tap Delete my Spa
- Confirm the deletion
Reset your in.touch 3 EN (Home) module
- Insert a paper clip into the pinhole and press and hold the button
- Keep holding until the LED turns red, then release
- Wait until the LED turns solid green — this means the reset is complete
- How to factory reset the in.touch 3 EN (Home) module
Start a new setup
- Open the Gecko App and restart the setup process
- Follow each step in sequence and stay in the app until setup is complete

⚠️ Leaving the app or switching screens during pairing can interrupt the process and cause this issue again.

Option 2 – Contact Gecko Support

If the LED on your in.touch 3 module is solid blue, the module is already connected to the cloud and can be linked remotely by our support team.

When contacting support, include the following:

The email address associated with your Gecko App account
The serial number of your in.touch 3 module