Welcome to our customer service

We want to make it as easy as possible for you to get help. On our support page, you’ll find answers to frequently asked questions, guides, and troubleshooting help. Many issues can be resolved right away, without you having to wait for a response from us.
Below, we've also compiled some of the most common questions to help you get started.

Questions and Answers Before You Buy

NGENIC TUNE

Some of the most common questions and answers about Ngenic Tune. On our support page, you'll find more questions and answers about Before You Buy, Installation, Control, and Troubleshooting. 

Bas is ideal for those with district heating or an electricity plan without time-of-use rates. You’ll have access to Ngenic Tunes’ features for comfort optimization and energy efficiency.

If you have an electricity plan with quarterly rates and want Ngenic Tune to optimize your heating based on the electricity price, we recommend the Standard or Premium plans. These plans also offer power limit options for households with power-of-use tariffs.

The Premium plan also includes additional features and services, such as an extra sensor, Track HAN, and an annual system review.

You can cancel your subscription at account.ngenic.se:

  1. Log in with yourprimary user account(admin)
  2. Go toSubscriptionorPayment
  3. Select "Cancel Subscription"

There is no notice period. You retain access to the service throughout the entire paid period.

If you received Ngenic Tune through your energy provider (e.g., Bollnäs Energi, Sala-Heby Energi), you may have a separate agreement with them—in that case, contact your energy provider, or email support@ngenic.se if you're unsure.

Customers whoown their own hardware(purchased before May 2025) will, of course, keep the device after cancellation. If you have anew subscription that includes hardware, please contact support@ngenic.se for information on returns.

No, you usually don't need to change the heating curve. It's best if it's set at a level that's just right for your house.

If you've previously turned down the heat using radiator thermostats or underfloor heating controls, it might be a good idea to open them and then lower the heating curve slightly. 

When using Ngenic Tune, it’s best to start with the radiator thermostats and floor heating set to the maximum, and then simply lower the temperature in the rooms you want to be a little cooler. This is more important for heat pumps than for district heating systems.

Tips for those of you who have been using Ngenic Tune for a while:

Check the history for the "Impact" metric for the monthsof November through March.

  • Ifthe Impact is above +4on average for these months, it might be a good idea tolower the heating curveslightly. (green bars)
  • Ifthe Impact is below -4on average for these months, it might be a good idea toraise the heating curveslightly. (red bars)

"Impact" is a value that indicates how Ngenic Tune adjusts your thermostat. If the values are positive, it means the controller should “slow down,” that is, send water at a lower temperature to the radiators. Negative values, on the other hand, mean it should heat a little extra. The outdoor temperature that your heating system “thinks” it is—that is, the temperature outside—is the sum of the measured temperature and the “impact.”

When it's warm outside, the heating system doesn't need to "slow things down." The heating system normally doesn't heat when it's warmer than about 20 degrees outside.

In-Depth Look

  • Avoid “breaking” the curve when using it in combination with Ngenic Tune. A standard linear curve is preferable.
  • Check the appropriate minimum and maximum supply temperatures to ensure they are suitable for your specific home. For example, underfloor heating should not have a maximum supply temperature that is too high, while radiators can handle significantly higher temperatures.

    Setting the minimum supply temperature too high can make it difficult to save a significant amount of energy when you're away and using the schedules in the Ngenic Tune app.

  • In addition to increasing or decreasing the slope of the curve, it is sometimes possible to shift the entire curve up or down. It may be appropriate at times to adjust the curve this way instead. For example, if it is too hot or too cold regardless of the outdoor temperature.

Cutting the cable to the outdoor sensor may sound drastic, but it’s actually the method we recommend for easy integration with your heating system. With our solution, you don’t need to delve deeply into your heating system. Plus, if you ever decide to stop using Ngenic Tune, it’s easy to restore everything to its original state.

Typically, the cable for the outdoor sensor is white or gray, thin, and is located either on the back or top of the heating system. The cable should run into a wall or up into a ceiling, ultimately leading to the outdoor sensor, which is usually located on an exterior wall on the north side of the house.

For best results, cut the cable close to the heating system, preferably within a 3-meter radius. Remember that the control box should be kept indoors.

If you'd rather not cut the cable, you can follow these steps using our Y-cable:

  1. Turn off the heating system.
  2. Disconnect the cable to the outdoor sensor from the heating system's terminal block. There should be two connections - make a note of which ones!
  3. Remove the connector from the end of the Y-cable marked with a house symbol, and then connect it to the terminal block where the outdoor sensor was connected.
  4. Connect the outdoor sensor to the end of the Y-cable marked with a fir tree.
  5. Finally, plug the 3.5 mm plug from the Y-cable into the control box.

All set! Now you can turn the heating system back on. If all the connections are correct, you should be able to see the outdoor temperature on your heating system's display, if you have one.

NGENIC TRACK

Some of the most common questions and answers about Ngenic Track. On our support page, you'll find more questions and answers about Before You Buy, Installation, Operation, and Troubleshooting. 

Both are accessories for Ngenic Tune and provide access to real-time energy data. Track HAN connects via a cable to the HAN/P1 port on modern electricity meters, while Track Opto reads measurement data optically from the meter. Do you have an available

HAN/P1 port: Track HAN is the best choice. If the port is already in use or if you want to monitor district heating consumption, Track Opto is a better option.

Ngenic Track Opto uses an optical reader to read measurement data. Many electricity and district heating meters feature an optical service interface that allows meter readings to be retrieved digitally directly from the meter. When Track Opto uses this interface, it reads the values that the meter itself has recorded, which means they typically correspond to the values used to calculate your bill.

For district heating meters, this is the method Track Opto uses to retrieve consumption data.

However, some electricity meters do not have a compatible standard optical interface. Instead, they may have a flashing indicator - that is, a small LED that flashes in sync with electricity consumption. Track Opto can also read this type of signal. In that case, the number of flashes is counted to calculate consumption.

The flash indicator often looks like a small round light and is labeled, for example,“imp/kWh”or“flash/kWh,” along with a number indicating how many flashes correspond to 1 kWh. Common values are500,1,000, or10,000.

In short:Track Opto can read data via the optical service interface or via the flashing indicator. The optical service interface provides digital readings directly from the meter, while the flashing indicator counts pulses from a flashing LED.

Track HAN is another version of Ngenic Track and is connected to the electricity meter’s HAN/P1 port instead. It is therefore not used for optical reading, but rather reads digital meter readings via the electricity meter’s customer port when one is available and activated.

The range depends on a number of factors, such as the type of material in the walls and other wireless networks. Ngenic Track has the same range as the indoor sensor for Ngenic Tune. The distance depends largely on how many walls and floors are between the devices and how thick they are.

If the electricity meter is located in a metal cabinet and more than 15 meters from the gateway, radio communication may be difficult. Without a metal cabinet, a range of up to 30 meters is possible.
With a completely unobstructed line of sight, a range of over 300 meters is possible.

This may vary depending on the interface used.

If Track Opto is used, it can only count the flashes from the LED on the meter. In that case, the meter’s flashes may indicate different things - for example, they could represent purchased electricity, consumed electricity, or both.

If you use Track HAN/P1, it communicates with the electricity meter, allowing you to view both production and consumption. The Ngenic app will then be able to show when your system switches from consumption to production. You can also view the current in amperes for each individual phase.

It can therefore be very beneficial to upgrade your Ngenic Track Opto to the newer Track HAN/P1 to get more information, such as your electricity usage. If you have district heating, you can use the Track Opto on your heat meter instead.  

Please feel free to contact us at support@ngenic.sewith your meter model, and we'll try to help you figure out what applies.

Can't find the answer you're looking for?
 
If you can't find what you're looking for, please feel free to contact us by email.

 

Are you already a customer?

Email your inquiry to support@ngenic.se and we’ll help you further.
If your inquiry concerns AirPatrol, please email support.airpatrol@ngenic.se


Do you have any questions before making a purchase?

Email kontakt@ngenic.se and we’ll help you find the right solution

Would you rather talk to us? 

Phone: 018-4721818
Weekdays 10:00 a.m. – 12:00 p.m.

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