Help & FAQ

In the app, choose New Integration and how your pump sends data: MELCloud, MELCloud HOME, Planet Devices or the MelPump WiFi adapter. Enter the requested details, finish setup and check that the correct device and fresh readings appear on your account. If you are unsure which option to choose, check your heat pump's compatibility. The app manual has the full steps.

They are different connections. Choose the service that currently contains your device. To connect MELCloud HOME, use the email and password from the MELCloud HOME app, not your MelPump sign-in details. HOME is a beta integration with limited data and controls; what you can see also depends on the device model and configuration.

1. Choose New Integration → MELCloud HOME and enter the same email and password that work in the official MELCloud HOME app.
2. After setup, check that the correct device and fresh readings appear. Air conditioners and air-to-water heat pumps provide different data and controls; a missing heat-pump field does not mean it is available for your model.
3. HOME currently does not provide compressor frequency, booster-heater status or defrost-cycle data, and energy figures may be inaccurate. If a report looks wrong, compare the same device and period in the official HOME app and send support screenshots with credentials hidden.

Follow the adapter setup guide: it covers connecting the adapter to your pump, joining WiFi and adding the device to your MelPump account. If your adapter is already configured, check the existing integration before adding another one.

Change the WiFi settings on the MelPump adapter. A router or WiFi change does not require a factory reset. Do not delete or recreate your device or integration in MelPump, or change your MQTT password in the app.

1. Does the old router still work? Once the new WiFi is available, connect your phone to the old WiFi. Open your phone’s browser and enter http://heatpump.local. Change only the network name (SSID) and WiFi password to those of the new router, then save. Leave the MQTT settings unchanged and reconnect your phone to the new WiFi afterwards.
2. Is the old WiFi unavailable? Restart the adapter with one short press and release of its main button; do not hold it down. Open your phone’s WiFi settings and look for the adapter’s network (AP), for example Ecodan Bridge AP; the name may be different. Connect to it when it appears, even if your phone reports no Internet, and use the adapter’s configuration page to select the new WiFi and enter its password. Leave the MQTT settings unchanged and save. If no AP appears, contact support rather than performing a factory reset.
3. Already performed a factory reset? Keep the existing device and integration in MelPump. Connect your phone to the adapter’s own WiFi network (AP) and first configure the new WiFi network. Save the WiFi settings, connect your phone to the new WiFi and reopen http://heatpump.local.
4. Then restore the existing MQTT username and password in the adapter. In MelPump, open Account Settings → Integrations, find your existing MQTT integration, open Connection and choose Reveal to see the password. Copy the username exactly, including upper and lower case. The MQTT password is separate from the password you use to sign in to MelPump; do not set a new one.
5. If the configuration page shows Primary MQTT fields, a reset also requires restoring Primary MQTT Server and Primary MQTT Base Topic according to the Home Assistant adapter guide. The Base Topic must match the Device ID shown in the adapter’s configuration; do not change that identifier. Save the adapter settings and check that new readings reach the existing device.

Joining your home WiFi and connecting to MelPump are separate steps. Check both the saved WiFi details and the MelPump connection details. The setup guide explains how to open the adapter's configuration page.

1. If you changed your router, network name or WiFi password, check whether the details saved in the adapter still match your network. Update them using the setup guide if needed.
2. In Account Settings → Integrations, copy the existing connection's MQTT username and password into the adapter. The MQTT password is separate from your MelPump sign-in password. Copy the username exactly, including letter case. If you change the MQTT password, update every adapter using that connection.
3. If your adapter has the Primary MQTT settings shown in the Home Assistant setup guide, check Primary MQTT Base Topic: it must be the same as Device ID shown at the bottom of the adapter's configuration page. Follow the guide for your firmware rather than swapping Primary and Secondary settings.
4. For the adapter described in the setup guide, orange means connected to WiFi but not MelPump; green means connected to both. Follow the guide for that state. A factory reset erases settings, so treat it separately from a restart.

For the adapter described in the setup guide, green confirms WiFi and MelPump connectivity. It does not prove that the adapter is receiving valid data from the heat pump. The wrong connector or a poor connection can still prevent readings.

1. Try a restart with one short press of the main button. A factory reset is a different action and erases settings.
2. If readings are still missing, follow the setup guide and switch off the heat pump before checking the cable. The adapter must use the red CN105 connector, not the similar CNRF connector. Check that it is properly seated.
3. Check compatibility too: the documented adapter needs FTC4 firmware 12.01 or later, or an FTC5, FTC6 or FTC7 controller. Controller firmware and adapter firmware are separate; ask your installer if unsure. If readings still fail, send support the last reading time and a configuration screenshot with passwords hidden.

Yes, with the version that includes a MELCloud Bridge: it lets you retain the original Mitsubishi adapter and use MELCloud alongside MelPump. Home Assistant support is a separate question and depends on the adapter firmware. A version without a bridge can also work with Home Assistant when it has suitable firmware; it is not limited to MelPump.

Yes. With suitable Home Assistant firmware and a working MQTT broker, the adapter can work with Home Assistant alone. That does not require a MelPump subscription. You can also connect it to both services; paid access to MelPump remains separate. A working Home Assistant connection does not by itself confirm that the MelPump connection is configured.

Do not delete the old device before checking the new connection and its history. Historical data and paid access are separate: migrating readings does not transfer a subscription.

1. Add the adapter, confirm that the new device receives fresh readings and keep the old device available as the history source. Some setups can copy earlier energy automatically, but do not assume all history has moved. Reconnecting cannot recreate temperature or operating history that was never collected.
2. As the owner of the new device, open Configuration → Migration, select the old device and the date to copy through. Read the warning: this replaces the new device's existing history up to that date.
3. The manual Configuration → Migration action copies recorded history, including past alarm events, but does not copy device configuration, alarm rules or schedule profiles. Set those up separately on the new device. After switching control, disable automation on the old device so it does not keep sending commands to the same pump.
4. To transfer paid access, use Subscriptions → Manage → Ask for change and identify the old and new devices. Wait for confirmation and check the new device's validity before removing the old one.

Use the integration's connection details to update supported credentials. Refresh the integration when you need to check its device list. Deactivating a device stops telemetry collection but keeps its history; removing a connection is a different action.

1. Find the existing integration and check whether it and its devices are active.
2. Open Connection details and update the fields supported by that provider, then check that communication resumes.
3. If you change the MQTT password, reconfigure every adapter using that connection. The password change in the app does not update the adapters automatically.

If you use the MELCloud connection, first check whether MELCloud itself has energy data for the same pump and period. Sometimes it is missing there too. Reopening MelPump does not recover measurements the connection has not supplied. When an estimate is available, it is not the same as a measurement from the device. An empty report does not mean zero consumption.

1. Open MELCloud's energy report using the same account as the MelPump integration and select the same day or month. The owner's account may show energy that a guest account cannot access. Visible temperatures do not confirm that energy data is available.
2. On an Ecodan, return the physical FTC controller to its main screen. Leaving heating-curve settings or the service menu open can stop energy reporting. Leave it on the main screen and check again after the next daily update.
3. Check the date and time on the physical pump controller, and separately check the device time zone in MelPump. Incorrect clock settings can affect which day energy is reported for. Return the controller to its main screen after checking.
4. If you connected through a MELCloud guest account, ask the owner to check all required permissions. The option Only give access to basic controls and date restrictions can block energy reports. Also check whether the device itself provides energy data.
5. If MELCloud has data but MelPump does not show it, check that the device and integration are active. After the first connection, totals can take up to 24 hours to appear. If the problem continues, send support the date and screenshots of both reports.

Check the physical FTC controller at your heat pump. Leaving a submenu open, such as heating-curve settings or the service menu, can stop an Ecodan sending energy-consumption data to MELCloud. Other readings may still be visible. This can explain missing or unchanged energy totals even when you use MelPump every day.

1. Press Back on the pump's controller until you reach its normal main screen, then leave it there. Closing a submenu does not require changing heating settings or resetting the pump.
2. Energy totals may not return immediately. Check again after the next daily update, usually the following day. Do not assume the missing days will be reconstructed correctly.
3. In MELCloud, select a specific recent completed day in the energy report. If the controller is on its main screen and recent energy is still missing in both apps, send support the affected dates and report screenshots.

The visible data may be the last saved readings. MELCloud can open a view with those values without warning that new data has stopped arriving, even for two days. MelPump marks an air-to-water heat pump offline when no fresh readings have arrived for more than 10 minutes. Compare the time of the readings rather than just whether an app displays a temperature.

1. Make sure you are comparing the same heat pump. Check the last update time in MelPump.
2. In MELCloud, open the temperature report and check the last hour. Look for new points from that period, rather than an older chart or the last values on the dashboard.
3. If MELCloud also has no new points, simply displaying an old temperature does not confirm a connection. Check the internet connection at the pump or adapter and its connection to the manufacturer's service.
4. If the MELCloud report really is receiving fresh readings but MelPump still is not, check the existing integration and its authorization. If that does not help, report the problem with the time of the latest readings in both apps.

Depending on the connection, the dashboard can estimate today's consumption from the pump's operation while waiting for daily energy data. When daily energy is collected, it uses that total instead, so the figure can change. Daily totals can also include estimates if measurements are incomplete. To compare MelPump with MELCloud or a meter, choose the same completed day rather than an unfinished day.

Temperatures and operating status can appear before energy totals. Allow up to 24 hours after the first connection, then check the report again. This is a guide, not a guaranteed deadline: the report needs data supplied by the device and connection. If energy is still missing, compare the same period in the manufacturer's app.

These figures may describe different things. A household meter includes other appliances, while MelPump shows the selected pump. Depending on the connection, totals may include estimates from the device or calculated by MelPump, as well as corrections. First make sure the figures cover the same consumption and period.

1. Compare the same device, dates and time zone. Check that you are comparing electricity consumed, rather than heat produced. Instantaneous power in kW is different from energy over a period in kWh.
2. Check whether you edited energy manually or set an Energy Correction Factor in Configuration. Totals can also include estimates, which are not electricity-meter readings. If you are unsure where the figures came from, ask support to check.
3. If matching periods still differ, send support screenshots of both reports, the dates and the type of meter or connection. Include whether your meter measures only the pump or the whole home.

With write access to the device, you can correct daily electricity consumption in kWh. This form does not edit heat produced or restore temperature history. After a reporting gap, one day may contain several days of consumption: use verified daily figures and do not divide the total evenly without evidence.

1. Open Energy Report → All or Daily and choose Manually Change Energy Usage. If it is missing, check your write access and the selected tab.
2. Select the correct date. Check the existing values and enter the verified consumption for Heating, Tank Water and, where available, Cooling.
3. Add other dates with Edit More Days if needed, then choose Save. Keep every category accurate; do not substitute the whole-home meter reading for pump consumption.
4. If you only know a combined total or MELCloud later changed the daily allocation, send support the dates and source readings rather than guessing the distribution.

On some Mitsubishi heat pumps, standby electricity can be recorded under house heating even when space heating is disabled. Switching off the heating demand does not disconnect the electronics. The category alone does not prove that rooms were heated, but a larger or unexpected reading still needs checking.

1. Check the separate house-heating and hot-water figures for a completed day and confirm the pump’s operating mode for that period.
2. Compare the same categories and dates with MELCloud and, if available, a meter measuring only the pump.
3. If the use remains unexplained, send support the daily values, operating mode and measurement source.

The annual indicator uses heat produced for house heating over the last 365 days, divided by your heated floor area. Hot-water energy is excluded. With incomplete history, missing heating-season days can be estimated from the available heating-season records, so the figure is not necessarily a full year of measurements or your annual electricity bill.

1. Check Configuration → Device → House Heating Area and enter the floor area actually heated by this pump.
2. Check produced house-heating energy and coverage of the last 365 days in Energy Report.
3. Treat a value based on short or incomplete history as an estimate. If it looks wrong despite correct area and data, send support the period and energy report.

Energy reports export an XLSX workbook. Export is hidden in the mobile layout, so use a computer browser. For an electricity comparison, total is consumption and produced_total is heat output. The daily date selector allows up to 40 days at a time.

1. Open Energy Report → Daily on a computer and select the dates you need.
2. Choose Export. For a longer billing period, export consecutive ranges of no more than 40 days without overlapping dates.
3. Sum total across the required dates and compare with a meter covering the same pump and period. A whole-home bill includes other appliances.

First check the selected device and day or date range. If the chart is present but its lines are missing, they may be hidden in the legend. The browser remembers hidden series, so refreshing the page may not bring them back.

1. On a phone, show Legend first. Click or tap the temperature labels to restore the series you want to see.
2. With Write access, open Configuration → Sensors and check that the required temperatures are Enabled; otherwise ask the owner to check. The separate Dashboard option controls which readings appear on the dashboard.
3. If the report says there is no data for that period, choose a day with recorded readings and check the device's last update time. Showing a hidden line cannot create missing telemetry.

Check which sensor you are comparing and whether it is installed and supported by your connection. Room, flow and target temperatures describe different things. In Configuration → Sensors, enabling an absent sensor cannot make it measure anything. For Mitsubishi zone flow and return temperatures, also check Has Zone Specific Sensors (THW6 / THW7) in Configuration → Device: this selects zone sensors or the pump's main readings.

1. Confirm with your installation details or installer whether the zone sensors are fitted.
2. With Write access, clear Has Zone Specific Sensors (THW6 / THW7) if these sensors are absent. If they are fitted, check that the setting has not been cleared by mistake. Ask the owner to check if you cannot change it.
3. Compare the same sensor and time: daily averages, minima and maxima can differ from the controller's current reading. If the setting is unavailable or readings still disagree, send support the relevant controller and report readings.

The standard MELCloud connection does not provide water flow rate. A compatible MelPump WiFi adapter can send Flow Rate directly. Flow rate in l/min is different from flow temperature in °C; changing the temperature target does not set the circulation pump’s speed.

1. Check which integration supplies this device’s readings.
2. With a compatible WiFi adapter, open the dashboard's Details tab, choose Show all data and look for Flow Rate. Recorded flow is also available in Detailed Report when the connection supports it.
3. If an adapter should supply flow but no readings arrive, check its connection using the adapter troubleshooting guide. Available data still depends on the device and connection.

Check the device’s saved city and coordinates in Configuration. They select the forecast location; the outdoor-temperature sensor is a separate reading. You can change the location in the app rather than asking support to change it manually.

1. With Write access, open Configuration → Device → Device Location and choose Set New Location.
2. Search for the correct city or place, select a result, check its coordinates and choose Save location.
3. Check Pump Weather after the forecast updates. If the forecast times are wrong, also check the device’s Timezone. Ask the owner to make changes if you have read-only access.

COP compares produced heat with consumed electricity. A period's COP is based on its energy totals. Weather, hot-water demand and operating mode can change those totals, and some integrations provide incomplete or estimated energy data.

COP needs both electricity consumed and heat produced for the same period. Missing or zero consumption prevents a meaningful ratio; missing or zero heat output can also leave COP at zero or blank. This alone does not prove zero efficiency. Where an estimate is available, it is not a meter measurement.

1. In Energy Report, compare Consumed and Produced separately for the same completed day.
2. For a MELCloud connection, check both figures in MELCloud using the integration account and the same day.
3. If one figure is missing there too, ask your installer whether energy monitoring is available and correctly configured, including the heater-power settings for your model. If both figures are present there, send support the date and both reports.

You can enable separate COP for house heating and tank water. The same preferences also add the heating/hot-water energy breakdown on the dashboard when split daily data is available. A combined COP can change as the share of hot-water use changes.

1. Open Account Settings → Profile → Charts & dashboard preferences.
2. Enable Show CoP for house heating separately on energy charts and Show CoP for tank water separately on energy charts. Each checkbox is saved when changed.
3. Open Energy Report and compare the separate COP series for the same completed period. On the dashboard, the house and water-drop icons identify the split values; today’s split may be unavailable until daily energy is recorded.

Open Details on your heat pump's dashboard. Your Pump shows your device's values for the selected day; other rows show group statistics. Max usage is the highest heating use in a comparison group, so your own row deliberately shows a dash (—). Energy in this table covers house heating; hot-water COP is separate.

1. Open the dashboard → Details → Energy Results Comparison. If asked, set Heating Power in Configuration → Device; enter House Heating Area for values per m².
2. Choose a completed day and, if needed, a country or outdoor-temperature filter. These filter the comparison group; your own row remains your result for that day.
3. Use How to read this report? for the column descriptions. Compare your own energy figures in Energy Report rather than treating the group average as your pump’s total.

Check that you have Write access to the selected device and that device access is valid. Available controls also depend on the model, connection type and zone configuration. If a control is available but the setting returns to an earlier value, check active automation.

An automation or schedule may be controlling the temperature at that time. This does not necessarily mean saving your setting failed. First check what is controlling the device and which actions have been scheduled.

1. Check the Controlled by message. It may show Solar Mode, Smart Energy or Night Mode, for example.
2. Check today's plan and the schedule's Run History. Also check timers in MELCloud or your manufacturer's app, the physical pump controller, and connected systems such as Home Assistant or Homey. An old MelPump device left after migration may also have active automation.
3. Review the active mode's settings. Some temperature and zone changes wait until an automation ends; preferred settings may return afterwards. A temperature you change manually in MelPump can become the new preferred value, so the target need not return to the value from before that change.

Create a weekly profile and add actions for your chosen days and times. Only one profile is active: creating or selecting another activates it and disables the previous one. Put heating and hot-water actions in the same profile if both should run. Check the device time zone and Run History. The schedule needs an internet connection; Summer ECO and overlapping plans in MelPump, MELCloud or the pump controller can affect the result. The manual explains the full steps.

On supported pumps, a globe can mean that MelPump Control Mode is enabled. This lets the app control additional settings, such as allowing or blocking heating and hot water, and pauses schedules set on the pump controller. In Device Settings → Manage, check MelPump Control Mode. If you want the controller's own schedule to run again, switch this mode off and review any active MelPump automation as well.

MelPump can collect readings without running its heating automations. Disable every MelPump feature that sends control commands, including Online Curve and Online Hysteresis. Online Hysteresis can force hot-water heating even when the other modes are off.

1. Check whether the same pump appears under two connections in MelPump, for example after migration. The older device may still have active automation.
2. Disable active weekly schedules, Smart Energy, Solar Mode, Night Mode and Summer ECO. If a zone uses Online Curve, switch it to the operating mode intended for your other controller.
3. In Configuration → Device, turn off Use Online Hysteresis where available. Ask the owner to change it if you lack permission.
4. Check the device’s command history. If you also want the physical controller’s timers to resume, check MelPump Control Mode in Device Settings → Manage and switch it off where applicable.

It depends on the selected zone mode. Room Control uses an indoor sensor and a room-temperature target. Constant Flow sets the temperature of water sent to the heating system. Online Curve lets MelPump adjust that water temperature according to the outdoor temperature; the pump controller may display Constant Flow while MelPump calculates the target. Check the zone and its mode before changing a number.

It depends on the connection. A pump controlled through a cloud connection keeps its last flow-temperature target; MelPump cannot send new adjustments while disconnected. A compatible WiFi adapter can continue the stored curve locally. Check which connection and adapter you use rather than assuming every setup has the same offline behavior.

For an Ecodan connected through MELCloud, changing the tank target sets the desired temperature; the pump may still wait for its normal reheating conditions. Force Hot Water requests a boost now, until the target is reached. It is a separate action from setting the normal temperature and does not replace your regular heating plan.

1. Check the tank's current temperature and target. The restart threshold (hysteresis) explains why the tank does not necessarily start heating as soon as its temperature drops slightly below the target.
2. If you need a boost, use Force Hot Water when it is available for your device and you have Write access. Confirm the requested target before starting it.
3. Check that the pump confirms the command and starts heating. If it does not, check hot-water restrictions, the controller's status and any error code; a boost does not fix a pump fault.

Online means fresh readings are arriving. It does not mean the pump currently needs to heat, or that both home heating and hot water are enabled. Check the operating settings before treating this as a connection problem.

1. For the correct device and zone, check power, operating mode, temperature target and whether heating or hot water is blocked. Heating the home and heating the tank have separate settings.
2. Check Controlled by, today's plan and active automation, including Summer ECO. Also check settings and schedules on the physical pump controller and in MELCloud or your manufacturer's app.
3. Compare the target with the actual temperature and allow the pump to confirm a change. If heating still does not start, record the controller's status or error code and contact your installer; include the time and relevant readings in a MelPump support request.

Set the device location and describe your PV installation, including power and orientation. Choose whether to boost hot water or a supported zone, set targets and operating windows, and save. Solar Mode chooses periods from a solar/weather forecast. This is not a measurement of your home's live surplus or a guarantee that the pump will use only solar electricity.

Select the correct country and price region, review the price chart and choose a preset or your own strategy. Configure what may change during expensive and cheap periods, then save and enable the mode. Smart Energy temporarily changes supported settings and restores preferred settings afterward. Check that the price region and your electricity contract fit the strategy; market prices are not necessarily your final bill.

Reduce hot water heating lowers the tank target to 40°C during expensive periods. It does not block hot-water heating: the pump can still start when its normal reheating conditions are met. Cheap-period boosting is a separate action that forces heating.

1. Check the actual tank temperature, its target and the controller’s reheating threshold. Also check whether Online Hysteresis is enabled.
2. Review the expensive-period action and cheap-period boost separately. Turning off the whole device also stops home heating; reducing the tank target does not.

Night Mode applies temporary zone temperatures during chosen hours and restores previous temperatures afterward; it can also fit working hours and does not guarantee quieter operation. Where supported, Summer ECO focuses on hot water in warm months, with its own reheating conditions and optional time window. Check those settings if the pump stays off outside the window.

Summer ECO can turn the whole pump off after the tank reaches its target or outside its time window. A cycle on the Ecodan's physical FTC controller, such as its anti-legionella cycle, may then fail to start. MelPump's weekly schedule is separate from the controller's plan. Turning Summer ECO off does not itself turn the pump on.

1. Check the cycle’s timing and requirements on the physical controller, and compare them with Summer ECO’s window and the pump’s power state.
2. If the controller needs the pump available during that period, use the MelPump weekly schedule to disable Summer ECO and explicitly turn the device on beforehand. Check any other active modes or blocks that could change that state.
3. Restore Summer ECO after the controller’s cycle according to your intended plan. Check the physical controller to confirm what actually ran. If its requirements are unclear, ask the installer before changing its settings.

Use the email address registered for your MelPump account and check spam or junk mail. Account activation and password recovery use different links.

1. For a new account awaiting activation, use Resend Verification Email on the account-verification page.
2. If you forgot your password, use password recovery from the login screen and enter your MelPump account email. If the link has expired or was already used, request a new one.
3. If the message still does not arrive, contact support with your account email and say whether you need activation or password recovery. Do not send your password.

MelPump and MELCloud use separate accounts. You can use the same email address, but their passwords may differ. Recovering your MelPump password does not change the credentials used to connect your pump.

1. To sign in to MelPump, use your MelPump account or its password recovery. If you have never registered, create a MelPump account. If you used Sign in with Apple, sign in that way first and check the account email.
2. When adding or reconnecting a MELCloud integration, enter your MELCloud email and password. If you changed that password in MELCloud, update the integration credentials too.

Use the Android or iOS download link on the MelPump website, or open the web app in your phone’s browser. Sign in to the same MelPump account to see your existing devices and subscriptions; changing your phone does not require adding the pump again.

1. On the MelPump website, choose Android App or iOS App and follow the store link.
2. Sign in with the account you already use. If devices are missing, check the account email and whether you used Sign in with Apple.
3. For browser access, open the web app. If your browser offers Add to Home Screen, save a shortcut from the app’s main page.

Apple's Hide My Email can create a separate MelPump account with a private email address. Devices and paid access may be on your other account. Compare the emails in Account Settings → Profile before buying again. If Change Email is available in the Apple account's profile, you can use your own email and, if needed, merge accounts.

1. Sign in with Apple to the account you created that way and check its email and devices in Account Settings.
2. In the profile, choose Change Email and enter an address you can access. Open the confirmation email within one hour; check spam if needed.
3. If that address already has an account, review the merge before confirming. Its integrations and subscriptions move into the Apple account; the other account is deactivated. The merge cannot be undone.
4. After confirming, use Set a password or Forgot password with the new email to enable email sign-in. Apple sign-in remains available. If you cannot access the account or Change Email is unavailable, contact support.

Open Account Settings → Profile. Change Email is available for eligible, verified Apple Hide My Email accounts; the Apple account answer explains the confirmation and possible merge. If the button is missing, contact support with your current and intended email addresses and ask for an account email change. Never include your password.

As the owner, open Configuration → Manage access and invite the person using their email address. Someone without an account should register with that same email. Check Read and Write permissions: read-only access lets them view data without changing settings. You can share one device without joining an installer group.

The device owner in MelPump buys its subscription: the person who added it to their account. If the installer added the device, they pay and share access with you. If you add it to your own account, you pay; after accepting an installer group invitation, you can use the discount and the installer gains access to your devices. The installer manual explains both arrangements step by step.

Yes. The installer loses access to the customer's devices, including those shared separately. The customer keeps their devices and an already-paid subscription, but future purchases no longer receive that group's discount.

1. The customer opens Account Settings → Installer Group.
2. They click Leave installer group and read the explanation of what will change.
3. They confirm with Leave. They can now accept an invitation from another installer.

The owner manages paid access. A shared user can ask the owner to renew rather than purchasing through the owner's account.

1. Select the correct device and check its displayed status and validity date.
2. When renewal or purchase is available, review the offered plan, term and total price.
3. Complete payment and verify the updated validity in the app. Payment receipts are sent by email.

In the iOS app, subscription payment continues in your external browser. Use Renew in browser from Subscriptions, then check that the purchase applies to the intended account and device. After payment, return to MelPump and verify the new validity date.

1. Open Subscriptions and choose the device you want to cover. Tap Renew in browser when purchase or renewal is available.
2. In the browser, check the account email, device and plan before completing payment. If you sign in manually, use the same MelPump account as in the app; check Apple Hide My Email if the accounts differ.
3. Complete checkout, return to the app and check the subscription status. If payment is confirmed but access is missing, refresh once and contact support with the transaction confirmation; avoid paying again just to unlock access.

The monthly and yearly plans currently offered in MelPump are one-off purchases and do not renew automatically. You can use the paid period and choose not to buy another. Older recurring agreements may differ; ask support to check if you are unsure which type you have.

Invoice download is not available in the app yet. Ask support for the document you need and identify the relevant payments. Keep your emailed payment confirmation so the purchase can be matched.

1. Open Subscriptions → Manage, find the device or subscription and choose Ask for change → Something else. Describe the invoice you need.
2. Include the payment date, amount, currency and transaction reference or confirmation, plus the device and billing recipient details. For a company, include its name, address and tax identifier where applicable.
3. For several purchases, list the payments and ask whether one invoice can be provided. Wait for support to confirm the available document.

In Subscriptions, check the selected device and its validity date, using the account that made the purchase. Paid access belongs to a device, so confirm that you are looking at the one covered by the payment. Refresh the status once. If access is still missing, contact support with the device, payment time and transaction confirmation; avoid paying again just to try to unlock it. A shared user should ask the device owner to check the purchase.

Paid access is associated with a device. Check the status and validity of each pump in Subscriptions rather than assuming a purchase for one device covers the others. Sharing a subscribed device with another person does not create a second device. Use the current offer shown for the devices you want to cover.

Use Ask for change for requests such as a different term, transfer, cancellation or refund. Explain which device and payment are involved. Sending the request starts a support review; it does not immediately apply the change. Billing history is not yet a usable transaction archive in this edition, so keep your emailed receipts.

Check that the rule applies to the correct device, its condition was met and the right channel is selected. For email, check the recipient address and spam folder. For push, check browser permission and the app's notification permissions on your phone. Alarm History helps you tell whether an alarm occurred or only its notification failed to arrive.

Contact lets you choose a topic, describe the issue and attach files. Other support, Bug report and Account & login first show a link to the FAQ. Check it, then confirm that you have checked the FAQ and still need help to open the contact form. Other support also suggests asking the Facebook community for advice from owners and installers on heat pump settings and interpreting your results. Continue in the same conversation when adding information. Subscription requests use their dedicated change-request flow; help with heat pump optimization directs you to the community.

1. State the device, integration, event time and time zone, what you expected and what happened.
2. Add relevant readings, screenshots, an exported report or a deliberately shared report link. Do not attach passwords or API tokens.
3. Send the request and follow its replies in your support conversations.