We're Here to Help

Browse our FAQ library for a solution to your problem or fill out the support form on this page.

Dwelo isn't working, what do I do?
  1. Make sure you have an active account with Dwelo. You should have received an email from Dwelo inviting you to activate your account.
  2. Make sure your Dwelo hub is plugged in to power and Internet (diagram).
  3. Make sure your Internet is working by testing the connection with a smart phone or computer connected to the same network as your Dwelo hub.
  4. Identify what part of Dwelo isn't working. For example, is just your lock not responding to app commands or are your lights not responding either? Once you've identified the problem, look through the frequently asked questions for a solution.
  5. If none of the above helps, try unplugging your Dwelo hub from power, waiting 10 seconds, plugging it back in, and then waiting about 5 minutes for it to reboot.
  6. If you're still experiencing issues, contact us via the support form on this page providing as much information as possible about the problem. We'll be sure to help you resolve it.
Who should I contact if something doesn't work?

If you ever experience issues with the smart functionality of your lights, locks, thermostat, hub, or anything related to Dwelo you should contact Dwelo. The support form on this page is the best way to contact us.

If you have questions related to your lease or the community in general, you should contact community management.

In the event of an emergency, please call 9-1-1.

When I interact with Dwelo devices, how long should I wait to see a response?

In general, you should see a response within several seconds.

Under some circumstances response times may take longer:

  • Network routers, baby monitors, wireless phones, and even microwaves can create interference with Dwelo and negatively impact system performance.
  • Building materials and the layout of your unit may impact response times.
  • Storing your hub inside boxes or metal enclosures may reduce performance.
  • Moving your hub to a new location may negatively impact device connectivity.
  • Rapidly pressing buttons in the apps can create congestion in the system and decrease response times.

If you consistently observe response times greater than 10 seconds, feel free to reach out to us.

How do I sign up for Dwelo?

For security purposes, new residents are only invited to sign up for Dwelo by community management staff.

If you have moved into a community that offers Dwelo, please ask a community manager to grant you access to your unit. As part of this process, you should receive an invitation to activate your account so you can use Dwelo.

How do I log in to Dwelo?

To log in to Dwelo, you will need the email address and password associated with your account. Your email address is the one that received the first account activation email. Your password is the one that you provided when activating your account.

You can log in to Dwelo from the Android or iOS mobile apps or from the web app.

Android and iOS Apps
  1. Download Dwelo from the Apple App Store or Google Play.
  2. Open the app and enter your account email and password to log in.
Web App
  1. In your web browser, navigate to https://web.dwelo.com.
  2. On the login page, enter your account email and password to log in.
My activation link isn't working, what do I do?
I don't have access to my unit, what do I do?

If you don't have access to your unit, you may see an error message in the mobile app. Please contact your community management and ask them to grant your account access to your unit.

What's the difference between my account password and my door code?

Your account password is tied to your Dwelo account email and grants you access to all Dwelo services. You must enter it to log in, to view or reset your door code, and to change your password.

Your door code is a numeric code stored on the locks of the units you have access to. If you enter this code on the keypad of a lock that belongs to a unit you have access to, the lock will unlock. Your door code is unique to you and should NOT be shared with anybody.

Occasionally you may hear other phrases that mean the same thing as "door code," including "access code," "lock code," "PIN code," or "PIN." These phrases usually refer to the code that is used to unlock a lock and should not be confused with your account password.

REMINDER: Dwelo employees will never ask you for your account password or door code. This information is private, and you should never disclose it to anyone.

How do I change my account password while logged in?
Android and iOS Apps
  1. Go to your profile by tapping the person icon (top-right).
  2. Tap "Change Password".
  3. Enter your current account password, new password, and confirm your new password.
  4. Tap "Save Password" to save your new password.
Web App
  1. In your web browser, navigate to https://web.dwelo.com.
  2. If you are not logged in already, you will need to provide the email and password associated with your Dwelo account and log in.
  3. Once logged in, click the user menu at the top right (person-in-circle icon).
  4. Select "Profile".
  5. After the page loads, click the "Change Password" button.
  6. Enter your current account password followed by your new password.
  7. Submit the form to finalize your new password.
I forgot my account password, how do I reset it?

For security purposes, we cannot recover your existing account password. You can, however, reset your password from the mobile or web app.

Android and iOS Apps
  1. Open the mobile app and log out if you are logged in.
  2. Tap "Sign in" to reveal the login form.
  3. Tap "Forgot Password".
  4. Enter your account email address and tap the button to submit the form.
  5. Check your email for a reset password link and click the link.
  6. Enter your new password in both fields and submit the form to finalize your new password.
Web App
  1. Assuming you are logged out, navigate to https://web.dwelo.com in your web browser.
  2. On the login page, click the "forgot password" link.
  3. Enter your email in the field and click the button to submit the form.
  4. Check your email for a reset password link and click the link.
  5. Enter your new password in both fields and submit the form to finalize your new password.
How do I view my door code?
Android and iOS Apps
  1. Go to your profile by tapping the person icon (top-right).
  2. Tap "Show Door Code".
  3. Enter your account password then tap "return" to hide keyboard.
  4. Tap "Show Code" to reveal your door code.
Web App
  1. In your web browser, navigate to https://web.dwelo.com.
  2. If you are not logged in already, you will need to provide your account email and password and log in.
  3. Once logged in, click the user menu at the top right (person-in-circle icon).
  4. Select "Profile".
  5. After the page loads, click the "View/Reset Door Code" button.
  6. Enter your password and click "Confirm".
  7. After confirming your password, your door code should be visible.
How do I change my door code?

Keep in mind, it may take a minute for your new code to reach your lock.

Android and iOS Apps
  1. Go to your profile by tapping the person icon (top-right).
  2. Tap "Show Door Code".
  3. Enter your account password then tap "return" to hide keyboard.
  4. Tap "Show Code" to reveal your door code.
  5. If you want to generate a new door code and replace your old one, tap "New Code".
  6. Tap "Done" to close the view.
Web App
  1. In your web browser, navigate to https://web.dwelo.com.
  2. If you are not logged in already, you will need to provide your account email and password and log in.
  3. Once logged in, click the user menu at the top right (person-in-circle icon).
  4. Select "Profile".
  5. After the page loads, click the "View/Reset Door Code" button.
  6. Enter your password and click "Confirm".
  7. After confirming your password, your door code should be visible.
  8. If you would like to reset your door code, select the "Confirm Reset" checkbox and then click the "Reset Code" button.
I forgot my account email, how do I obtain this information?

To obtain your account email, please contact a property manager at your community. For security purposes, Dwelo cannot provide your account email.

If you have multiple email addresses and you can't remember which one you use for Dwelo, you could search through your various email archives for an email from Dwelo inviting you to activate your account.

How do I grant my friends, family, or other people access to my home?

Residents are allowed to grant other users guest access to their unit. Click here for more information.

Android App
  1. Go to your profile by tapping the person icon (top-right).
  2. Tap "Grant Access."
  3. Fill out the form and submit it by tapping "Grant Access."
  4. If this is the first time your guest has used Dwelo, they will receive an email invitation to sign up.
iOS App
  1. Go to your profile by tapping the person icon (top-right).
  2. Tap "Invite Guest" (you may need to scroll down to see the button).
  3. Fill out the form and submit it by tapping "Send Invite."
  4. If this is the first time your guest has used Dwelo, they will receive an email invitation to sign up.
Web App
  1. In your web browser, navigate to https://web.dwelo.com.
  2. If you are not logged in already, you will need to provide the email and password associated with your Dwelo account and log in.
  3. Once logged in, you should land on your unit detail page. If not, find and click the appropriate unit number on the Units page.
  4. Once the appropriate unit detail page has loaded, click the "Grant Access" button.
  5. From the Grant Access modal, you can select an existing user or add a new user. To add a new user, select the "New User" tab, enter the user's email, and then select a role for your guest. Not sure what role to select? Click here for more information.
Additional Info

If another person living in your unit needs full resident access, please contact your community management staff.

We do NOT recommend you grant your existing account additional guest access as this may limit your account's capabilities. If you want an additional guest account, you should use a different email address that is NOT already associated with Dwelo.

How do I revoke access from users that I no longer want to have access to my home?
Android and iOS Apps

The ability to revoke access from a user through the mobile apps is currently unavailable. For now, use the web app to revoke access from users.

Web App
  1. In your web browser, navigate to https://web.dwelo.com.
  2. If you are not logged in already, you will need to provide the email and password associated with your Dwelo account and log in.
  3. Once logged in, you will need to navigate to the unit detail page that corresponds with the user whose access you'd like to revoke. To do this, find and click the unit number on the Units page.
  4. Once the appropriate unit detail page has loaded, locate the user in the permissions table near the bottom of the page.
  5. After you've located the correct user, click the key-minus button that corresponds to the user.
  6. A confirmation window will appear. Confirm the action if you've selected the correct user.
What's the difference between the Guest Resident and Door Code Only roles?

A Guest Resident can control all the devices in units they have access to. They also receive a unique door code.

A Door Code Only guest CANNOT control devices in units they have access to. They ONLY receive a door code.

Both users can log in and change their user information from their user profile.

Additional Info

If another person living in your unit needs full resident access, please contact your community management staff.

We do NOT recommend you grant your existing account additional guest access as this may limit your account's capabilities. If you want an additional guest account, you should use a different email address that is NOT already associated with Dwelo.

How do I edit my profile or account information (i.e. name, phone, and email)?
Android App
  1. Go to your profile by tapping the person icon (top-right).
  2. Click the pencil icon (bottom-left) to edit your information.
  3. When you are done, enter your password and tap "Save Profile."
iOS App
  1. Go to your profile by tapping the person icon (top-right).
  2. Tap the fields you want to change and update them as needed.
  3. When you are done, tap "Save" at the top-right.
  4. Enter your password to save your changes.
Web App
  1. In your web browser, navigate to https://web.dwelo.com
  2. If you are not logged in already, you will need to provide the email and password associated with your Dwelo account and log in.
  3. Once logged in, click the user menu at the top right (person-in-circle icon).
  4. Select "Profile".
  5. After the page loads, click the "Edit Profile" button.
  6. For security purposes, your password is required to change your account information. Enter your password and click "Confirm".
  7. Change your account information as needed and click "Save".
Dwelo hub Diagram
What is the Dwelo hub?

The Dwelo hub is the small computer that allows you to control all the devices in your home from the mobile and web apps. It communicates with each device and with the mobile and web apps over the Internet.

What does the hub look like?

The Dwelo hub is a small computer housed in plastic casing a little bigger than a deck of cards. It may be off-white or black in color. It has three ports on one long side and five ports on one short side.

How do I restart or powercycle the hub?

Like any other computer, the hub can get into a bit of a funk and may not work as expected. In these cases we recommend you restart it as follows:

  1. Unplug the power cord while leaving the ethernet cable plugged in.
  2. Wait 10 seconds.
  3. Plug the power cord back into the hub.

See our smart thermostat guide for information specific to your thermostat model.

My thermostat is not working, what do I do?
  1. Determine whether the thermostat is malfunctioning or if the problem resides with the mobile or web app.
  2. If the thermostat is not working as expected, call us at 415.582.6701.
  3. If the mobile or web app is not working as expected click here.
My thermostat is not responding from the mobile or web app, what do I do?
  1. Make sure your Dwelo hub is plugged into power and Internet.
  2. Make sure your home Internet connection is live and working.
  3. Make sure your mobile phone or computer's Internet connection is live and working.
  4. If you've followed the previous steps and your thermostat is still not responding to commands, contact us via the support form on this page providing as much information as possible about the problem. We'll be sure to help you resolve it.
How does "auto mode" work?

When in auto mode, the thermostat will automatically switch between heating and cooling based on the setpoints you have configured for each mode. In other words, you should set the desired temperature for the heating and cooling modes first and then enable auto mode for it to work as expected. You typically don't adjust the setpoint when auto mode is enabled.

Why does my thermostat display a "wait" message?

When you switch your thermostat between heat and cool modes, the thermostat will wait a couple minutes before actually switching modes to protect the compressor and prevent damage to your heating and cooling system.

How come my heat or cool setpoint keeps changing without my knowing?

If you have a GoControl thermostat, the setpoint for one mode may change when you adjust the setpoint of another mode. Read more about this functionality in our smart thermostat guide.

See our smart lock guide for information specific to your lock model.

My lock isn't responding from the mobile or web app, what do I do?
  1. Make sure your Dwelo hub is plugged in to power and Internet.
  2. Make sure your home Internet connection is live and working.
  3. Make sure your mobile phone or computer's Internet connection is live and working.
  4. Make sure your lock's batteries are not dead. Click here to learn how to do this.
  5. If you've followed the previous steps and your lock is still not responding to commands, contact us via the support form on this page providing as much information as possible about the problem. We'll be sure to help you resolve it.
My lock is dead and needs new batteries, what do I do?

If your lock batteries are dead, reach out to community management to replace them.

Click here to learn how to know when your lock needs new batteries.

My door code isn't working, what do I do?
  1. Make sure you are using the correct door code. Click here to learn how to view your door code.
  2. Make sure your lock's batteries are not dead. Click here to learn how to do this.
  3. If you've followed the previous steps and your door code still not working, contact us via the support form on this page providing as much information as possible about the problem. We'll be sure to help you resolve it.
How do I view my door code?

Click here to learn how to view your door code.

How do I change my door code?

Click here to learn how to change your door code.

What's the difference between my account password and my door code?

Click here to learn how about the difference between your account password and door code.

How do I know when my lock needs new batteries?

Click here to learn how to know when your lock needs new batteries.

If your lock batteries are dead, reach out to community management to replace them.

Is my door code unique?

Yes, each user has a unique door code. Your door code is private. Do NOT share your door code with anyone.

Can I choose my door code?

For security purposes, we do not allow users to choose their own door codes. This allows Dwelo to ensure that each door code is unique and that it corresponds to a single user in a community.

Some of my lights aren't responding from the mobile or web app, what do I do?
  1. Make sure your Dwelo hub is plugged into power and Internet.
  2. Make sure your home Internet connection is live and working.
  3. Make sure your mobile phone or computer's Internet connection is live and working.
  4. If you've followed the previous steps and your light is still not responding to commands, contact us via the support form on this page providing as much information as possible about the problem. We'll be sure to help you resolve it.
Some of my lights aren't displayed in the mobile or web app, what do I do?
  1. Using the actual light switch, turn the light on or off, wait about 10 seconds, and then refresh your mobile or web app devices to see if the light appears.
  2. If you're light is still missing, contact us via the support form on this page providing as much information as possible about the problem. We'll be sure to help you resolve it.

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Fill out the form below and we’ll take care of you right away. Or call us at 415.582.6701.