The most common reasons why you cannot log in to your system, and how to fix them, are shown in the video below:
Things to check if you cannot log in:
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Is the phone/tablet/computer connected to the internet?
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Is the Genius Hub connected to the broadband router and powered on?
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The Genius Hub should be powered with the USB cable plugged into the power supply provided, and never be powered from the internet router.
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If a powerline Ethernet adapter is used to connect the Genius Hub to the router via the mains power supply, try plugging the Genius Hub directly into the router.
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Check that there is internet in the house (visit Google on a web browser connected to the local Wi-Fi and search for something).
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Check that the Ethernet cable is plugged into the back of the Genius Hub. Remove and replace it a few times to remove any dust.
The Genius Hub has most likely stopped communicating with the app for one of the following reasons:
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There has been a sustained power cut in your property and the power has not come back on.
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There is a problem with the broadband internet connection in your property.
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Either of the above happened, and the Genius Hub did not recover when the power or internet came back on.
Your Genius Hub should still be controlling the heating. To reconnect it, follow these steps (see also restarting the Genius Hub):
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Turn off the Genius Hub at the plug.
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Turn off your internet router.
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After 1 minute, turn on your internet router.
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After a further 10 minutes, turn on the Genius Hub.
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After a further 10 minutes, you should be able to log in again with the app on your phone, tablet or computer.
You may need to log out and fully close the app before you try to log in again (see cannot log in after a Genius Hub app update).