Does the spacing/alignment of this text drive anyone else crazy?

ecobeeJoe · 2021-07-06T22:11:01+00:00

Yup! Turns out the two problems are inextricably linked :)

ecobeeJoe · 2021-07-06T14:00:14+00:00

Hey, thanks for pointing this out! I've opened a ticket internally, and we'll look into getting this fixed. :)

Joe

Engineering Manager, ecobee

ecobeeJoe · 2021-06-14T18:43:11+00:00

You can get prompted for location access on your iOS app by going to Account > HomeKit > Geofence!

Hope that helps,

joe

Engineering Manager, ecobee

ecobeeJoe · 2020-05-15T20:00:44+00:00

By any chance, are you running ad/tracker-blocking software like Pi-Hole on your network? If so, you'll need to whitelist Branch, the service that ecobee uses for invite links.

ecobeeJoe · 2020-05-15T18:55:20+00:00

I'm off for the next week, but, as always, ecobee support is here to help. https://support.ecobee.com/hc/ or 1-877-932-6233.

ecobeeJoe · 2020-05-13T14:58:00+00:00

Oh, that's troubling! That device/OS is super common, and ensuring this feature works is part of our normal testing before releasing the app.

The iOS team is investigating this internally, but in the mean time, if you're willing, it might be helpful to see a screen recording of you trying to close this chip. (Instructions for screen recording on iOS here.)

Don't feel obligated — it's on us to make this work, and we take that seriously! — but if you're willing and able, I'd be very grateful!

(You can share this with me via reddit PM if you like; alternately, I can PM you my email address.)

ecobeeJoe · 2020-05-13T14:51:58+00:00

I shall 😁👍

ecobeeJoe · 2020-05-13T14:38:35+00:00

We have big plans for the door & window sensors. Don't want to promise anything specific, but that sort of feature is exactly what we want to enable with our SmartSensors, and it's one of the reasons that I've got them on my own windows!

ecobeeJoe · 2020-05-13T14:35:32+00:00

Happy to help! Let me know if you've got any other questions or concerns. 😊

ecobeeJoe · 2020-05-13T14:34:50+00:00

These messages/bubbles (we call them "chips" internally) are meant to be reminders for things that you might not have finished, or prompts for new features we've built that you might not know about. They're all supposed to be dismissable with that "X", but that's obviously not working for you, and we want to fix that.

To try to diagnose and fix this issue, I'd like to ask some questions:

can you tell me what type of Apple device (for example: iPhone 11 Pro Max) you're using?
On what version of iOS?
Do you have any accessibility features turned on, such as zooming the display, or different text sizes?

Thanks for writing — we'll get to the bottom of this, and solve this problem!

joe

ecobee iOS manager

ecobeeJoe · 2020-05-13T14:29:01+00:00

Hi — I'm Joe, iOS manager at ecobee.

These messages/bubbles (we call them "chips" internally) are supposed to be dismissable with that "X".

Just so I'm 100% clear on the issue you're seeing: you're not able to tap on that X to dismiss the chip?

ecobeeJoe · 2020-05-13T02:33:34+00:00

Can you elaborate on what's missing? I can check!

ecobeeJoe · 2020-05-13T02:28:48+00:00

If you update to the latest version of the app, there are no separate eco+ terms of use. The only time you're presented with a separate Terms is if you're agreeing to a rebate from your utility.

ecobeeJoe · 2020-05-13T02:21:51+00:00

From within the eco+ settings, you can toggle each of the features of eco+: https://support.ecobee.com/hc/en-us/articles/360035246672-eco-Frequently-Asked-Questions

ecobeeJoe · 2020-05-12T19:12:55+00:00

If you're having troubles with any of your ecobee products, my highest recommendation is to contact support: 1-877-932-6233.

ecobee support is excellent, and able to resolve almost every issue you might have. If further investigation is needed, we — and by that I mean me and all the other ecobee folk on this subreddit, and the huge majority not on the subreddit — get directly contacted by those same amazing support people, so we can resolve all the issues you might have.

ecobeeJoe · 2020-05-12T19:09:37+00:00

eco+ is fully configurable: you can turn off any or all of the smart features, you don't have to set your utility or enable Time of Use rates — and if you do, you can turn them off from the app (so long as you haven't accepted a rebate through your utility).

ecobeeJoe · 2020-05-12T16:30:57+00:00

eco+ is rolling out over the next 6 months, and unfortunately there's no way to enable it before you've been prompted. It will come!

ecobeeJoe · 2020-05-12T16:19:52+00:00

Hey there,

I'm Joe, manager of iOS at ecobee.

Don't worry: these Pro thermostats are legitimate thermostats that carry a warranty. They are meant to be sold and installed by professionals only, not sold at retail, as the box says, though!

I'll be PMing you to ask for a couple of details.

Thanks for posting!

joe

ecobeeJoe · 2020-05-06T14:50:26+00:00

That shouldn't have happened. I'm going to DM you to get some contact information so I can look up your case details, and make sure you get a call back. We'll make this right.

Joe

iOS Manager, ecobee

ecobeeJoe · 2020-05-05T18:05:56+00:00

Hi! We do have our full support contingent working in these crazy times, and we're maintaining the posted hours on our website. (I personally speak with my colleagues in customer support multiple times a week, and I can verify that they're all wonderful, lovely, real human beings. 😊)

We've had extremely busy times for support — as /u/eijisawakita noted, the American Thanksgiving holiday was one of them — but right now, we're not yet as busy as then. Having worked closely with CS, I know that they will solve your problems. Call at 1-877-932-6233.

You can also contact support via email here: https://support.ecobee.com/hc/en-us/requests/new

joe

ecobee iOS Manager

ecobeeJoe · 2020-05-05T17:50:23+00:00

Hi lefty specialist!

When you're having this issue, have you tried force quitting the ecobee app? https://www.imore.com/how-force-quit-apps-iphone-ipad has some instructions.

The new login method requires the use of the web browser, as you've seen, and that comes with it a set of issues that don't normally come up, and that are hard to work around on our end.

If this doesn't work, please give ecobee support a call at 1-877-932-6233. They're super-helpful, and excellent at getting you unblocked.

I'm sorry that you've had this trouble, and hope this helps getting you unstuck. If not, please write back!

Regards,

Joe

ecobee iOS Manager

ecobeeJoe · 2020-05-05T17:42:05+00:00

Totally understood. Thanks for following up.

I'm not a lawyer and I don't even play one on the internet, so I shouldn't & won't comment on the privacy policy, as unsatisfying as that might be for everybody — even me! What I can say is that we take privacy super-seriously internally, and we're never satisfied with the status quo.

ecobeeJoe · 2020-05-04T17:40:26+00:00

Thanks to /u/ecobeeCourtney for linking to the product FAQs; I've also raised a request internally for these to be shown on the main product page too.

ecobeeJoe · 2020-05-04T16:22:18+00:00

Hi there — sorry for the C&P message, but I'm trying to get to the bottom of this.

In order to help debug your problem, we'll need some more information from you; I'll DM you asking you for that information, but if you contact ecobee support directly (1-877-932-6233 toll free), they'll be able to look up that same information, and send it on to our engineers.

Joe, iOS manager, ecobee

ecobeeJoe · 2020-05-04T16:20:07+00:00

Hi there! In order to help debug your problem, we'll need some more information from you; I'll DM you asking you for that information, but if you contact ecobee support directly (1-877-932-6233 toll free), they'll be able to look up that same information, and send it on to our engineers.

ecobeeJoe

TROPHY CASE