Help Center FAQ & quick diagnosis
Welcome to the Symphonics Help Center.
Here you'll find answers to frequently asked questions and practical advice to help you use our energy services and solutions on a daily basis.
1. My contract
Approved by RTE and Enedis, Symphonics is compensated by RTE for its contribution to the stability and security of the electrical grid, which allows us to offer you this service free of charge on eligible equipment.
Our services are non-binding.
This means that you can cancel our service at any time without impacting the operation of your equipment and without penalty.
To do so, send an email to contact@symphonics.fr
No, the service works regardless of your supplier, without any action on your part or ours.
None, the service works regardless of your supplier, without any action on your part.
If you no longer wish to take advantage of our benefits, you can send us an email to contact@symphonics.fr
When subscribing to our service, you consented to our collecting, processing and saving the operating and consumption data of your equipment originating from it or from your meter, as well as contract data relating in particular to the configuration of your home. This data is used to operate our supervision services and in particular to:
- calculate the optimized programming of your equipment to shift your consumption to off-peak hours without compromising your comfort;
- offer operating diagnostics and alerts: heat loss, verification of the correct sizing of your supply contract, proposals for building improvement, etc.
At any time, you can exercise your rights and modify your consents according to the methods described in our Privacy Policy.
2. My services
Symphonics is a free, no-obligation service offered by installers that allows you to optimize the management of your connected devices via our application.
We adjust your consumption based on various external parameters such as weather, market signals, and CO₂ emissions to maximize your energy savings while optimizing your comfort.
With Symphonics, you can:
- Receive alerts in the event of a breakdown and personalized recommendations to optimize your consumption.
- Reduce your electricity bills while contributing to the protection of the planet.
Approved by RTE and Enedis, Symphonics is compensated by RTE for its contribution to the stability and security of the electrical grid, which allows us to offer you this service free of charge on eligible equipment.
To activate your contract, Symphonics needs certain information:
- Postal Address and Delivery Point (PDL)
This information allows us to identify your electricity meter (Linky) and synchronize your connected devices with our system. This ensures that your consumption is shifted to off-peak hours, when electricity is cheaper. - First Name and Last Name
This data helps us personalize our communication with you and ensure quality customer service. - Email Address
It is used to send you advice, personalized alerts about your consumption, and information about possible optimizations.
We want to reassure you that your data is protected and strictly used within the framework of the Symphonics service. We never share it with third parties without your consent.
If you have any questions or concerns regarding your personal data, please do not hesitate to email us at contact@symphonics.fr. We will be happy to answer you!
Can't find the answer to your question? Don't hesitate to contact us by e-mail at contact@symphonics.fr or by telephone on 01 59 06 99 42.
3. My account
To create your Symphonics account, follow these steps:
- Download the Symphonics application
- Enter your email addressand acceptthe privacy policyas well asthe user agreement
- Click on “Get verification code”. A 6-digit code will be sent to you by email (if you have not received anything, remember to check your spam folder)
- Return to the application and enter the verification code
- Define your password then click on “Done”
Your account creation is complete!
Yes, it is entirely possible to share the management of your account with another Symphonics user.
- Go to the homepage of your application
- Click on “Profile” at the bottom right, then “Home” Management
- Select the home you wish to share
- Click on “Add Member”
- Share the management of your home via your preferred channel: SMS, WhatsApp, email, etc.
The new member simply needs to click on the link received (after downloading the Symphonics application) and will have access to the management of your account.
To change your email address, follow these steps:
- Go to your Symphonics application, then to “Profile” at the bottom right
- Click on “Settings” at the top right, then on “Account and Security””
- Click on “Email” then “Change Email”
- Enter your new address
- A 6-digit validation code will be sent to your new email address (If you have not received it, be sure to check your spam folder). Enter it.
Your email address has been changed!
Follow these steps to reset your password:
- Click on « Forgot password ».
- Enter your email address and click « Next ».
- You will receive an email inviting you to set a new password
Don't hesitate to contact us by e-mail at contact@symphonics.fr or by telephone on 01 59 06 99 42 and we'll send it to you.
Simply download the application on your new phone with the same credentials. There is no need to re-pair your devices; they will be added automatically when you log in.
To delete your account, follow these steps:
- Go to your Symphonics application, then to “Profile” at the bottom right
- Click on “Settings” at the top right, then on “Account and Security””
- Click on “Close Account” then “Continue”
Your account will be deleted at the indicated time.
4. My Devices
4.1. Help and technical support
4.1.1. Defective and/or disconnected devices
For any questions related to installation or hardware, contact your installer directly, whose contact details are on your quote. Symphonics only manages consumption via the application and does not directly intervene on your installation.
4. Clear the cache: once the devices have been removed, access the settings at the bottom of the screen and select the option to clear the cache.
5. Reconnect your device: you need to make it visible on the gateway.
- Remove the gateway from your application: from the application, on the devices concerned, press the settings button at the top right of the screen, then select the option to remove the device.
- Delete cache: once the device has been deleted, access the settings at the bottom of the screen and select the option to delete the cache. "How to reconfigure my device
- Make sure the gateway is plugged in, then press the pairing button for 5 seconds until it flashes.
- Re-pairing: Go to your application and press the "+" in the top right-hand corner to add your gateway as if it were a new device. "How to add a device
4.1.2. Temperature setting and programming issue
If your thermostat is not responding to commands from the application, it may be experiencing a calibration issue. This can prevent correct temperature regulation. We advise you to check that the installation has been carried out according to the manufacturer's recommendations.
If the problem persists, we recommend contacting the installer who set up your equipment, as they will be able to check the installation and ensure that everything is working correctly.
The technology developed by Symphonics optimizes your electricity consumption by identifying the most advantageous times to heat your home.
To do this, we take into account several factors, such as off-peak hours, outside temperature, and the production of your solar panels.
Switching to manual mode allows our optimization program to temporarily adjust the temperature in order to maximize savings while preserving your comfort. Thus, we may initiate a short heating cycle to maximize savings while preserving your comfort, before turning off your radiator for at least twice as long.
For example:
- If your off-peak hours end at 8 a.m., we may heat slightly at 7:45 a.m. to take advantage of the reduced rate, then turn off your radiator after 8 a.m.
- If your solar panels are producing in the late afternoon, we can trigger heating at that time to avoid consuming during peak hours later.
These adjustments are made with the aim of energy and financial optimization. You retain full control of your equipment via the Symphonics application and can change the temperature at any time.
If you wish to disable these optimizations, you can send us a request to contact@symphonics.fr.
If your thermostat is not responding to commands from the application, it may be experiencing a calibration issue. This can prevent correct temperature regulation. We advise you to check that the installation has been carried out according to the manufacturer's recommendations.
If the problem persists, we recommend contacting the installer who set up your equipment, as they will be able to check the installation and ensure that everything is working correctly.
If your thermostat is not correctly detecting the ambient temperature, this may be due to a calibration or installation issue. We advise you to check that the thermostat is correctly positioned and that it is not exposed to a source of heat or cold that could distort the measurement.
If the problem persists, we recommend contacting the installer who set up your equipment so that they can carry out the necessary checks.
4.1.3. Error message
Errors E1 and E2 indicate a problem during the calibration of your thermostatic head. This calibration allows the device to detect the positions of the valve completely open and completely closed.
Here is what these errors mean and how to correct them:
- Error E1: The closed position of the valve was not detected.
Verify that the thermostatic head is correctly installed and securely attached to the valve.
- Error E2: No contact detected between the motor and the valve transmission rod.
Ensure that the adapter and thermostatic head are securely attached to the radiator.
Reassemble the device and restart the calibration to resolve the issue.
If the error persists after these checks, consult the user manual for your device or contact your installer.
The message “Ada” indicates that the thermostat can be installed on the valve. If it is continuously displayed, secure your valve properly. After installation, press the pairing button to activate the adaptive mode.
The message “LA” indicates that the thermostat is calibrating. If it runs continuously, this may indicate an incompatibility between the valve and the thermostat. Ensure that the valve is correctly installed, and if the problem persists, contact your installer.
The message LOC indicates that child safety is activated. To deactivate it, please refer to the user guide for your thermostat.
4.2. Managing my devices
- Connect your mobile to the Wi-Fi and Bluetooth networks and activate geolocation.
- Verify that your gateway (the small white box) is activated and in pairing mode (refer to your thermostat's user manual).
- Open the Symphonics application, press the “+” symbol located at the top right, then press “Add a device”.
- After a few seconds, your equipment will be displayed
- Click “Add” once the equipment is detected
- Complete the credentials for your Wi-Fi network and validate
Your equipment has been successfully added! You can now enjoy it.
To remove a device, follow these steps:
- Go to your Symphonics area
- Press and hold the device you want to remove
- Scroll the banner at the bottom and click “Remove device”
To create an equipment group or group your equipment in a room (e.g., “my son's room”). Follow these steps:
- Go to your Symphonics area
- Click on « Profile » (at the bottom right) then « Home Management », select your home.
- Press « Add a room » and name it (e.g., « My son's room »)
- Click « Finish »
- Return to the home screen.
- Select a device and then press and hold it.
- In the same way, select the devices you want to associate in the same room.
- A scrolling banner appears at the bottom, click « Edit room » and select the group of devices created beforehand.
No, each thermostat has its own interface and settings. That's why you can't duplicate the programming of one thermostat to another.
However, some thermostats offer the possibility to create groups. These groups allow you to group the temperature settings, whether in manual, automatic or programmed mode, on all thermostats in the group.
This feature depends on the thermostat, and not all equipment is equipped with it. To create a group:
- On a first thermostat, click on the pencil at the top right.
- Click on the “Create a group” icon, then select the thermostats you want to control.
- Click “Save” at the top right, and give your control group a name.
Warning: In group mode, you can control several devices simultaneously. However, the temperature and humidity information will not be displayed correctly. To access this data, you will need to consult the thermostat you wish to check directly.
Your connected devices communicate with the application via your wifi network. If your wifi code changes, you will need to delete your devices, re-pair them and update this information on the application to maintain the connection between the devices and your application. Here is the procedure:
- Remove the gateway from your application: In the application, on the relevant devices, tap the settings button at the top right of the screen, then select the option to remove the device.
- Clear the cache: Once the devices are removed, go to settings at the bottom of the screen and select the option to clear the cache.
- Ensure the gateway is properly connected, press the pairing button for 5 seconds until it flashes.
- Re-pairing: Go to your application and tap the "+" at the top right to add your gateway as if it were a new device (see how to add equipment?).
4.3. Programming, mode and temperature management
- Each thermometer has its own parameters and interface, which is why it is important to refer to the instructions or user tutorials for your devices.
- If you have thermostats from the Mazda or Thaleos brand, make sure that the “temperature switch” button is checked, otherwise you will not be able to program your thermostats from your application.
Comfort mode: setpoint temperature mode that is carried out directly on the radiator depending on the models (refer to the user manual for your thermostat)
- Eco mode: -3.5°C compared to comfort mode
- Comfort mode 1: – 1°C compared to comfort mode
- Comfort mode 2: – 2°C compared to comfort mode
- Frost protection mode: around 7°C to prevent freezing (use when you leave for an extended period)
- Off mode: after the winter season, you can turn off your thermostat by setting it to off mode
Each thermometer has its own parameters and interface, which is why it is important to refer to the instructions or user tutorials for your devices.
For example, if you have thermostats from the brand Xanlite or Powernity, precise temperature adjustment is not available via the application. You must set the comfort temperature directly on your radiator, while the modes can be managed via the application.
If you have thermostats from the brand Mazda or Thaleos, make sure the “temperature switch” button is checked, otherwise you will not be able to change the temperature from your application.
Unfortunately, it is not possible to adjust the temperature of your boiler via the application.
To do this, you would need to add a connected room thermostat directly to the boiler.
4.4. Compatibilities and integration
5. My application
5.1. Application Management
You can download the Symphonics application on your phone from the Google Play Store (Android users) or from the App Store (iOS users).
- Open your « Play Store » on your mobile phone.
- Enter «Symphonics » in the search bar.
- Select the application with the logo
- Download
If you are using a third-party application to control your equipment, we recommend that you contact the support of the application concerned directly. Each provider has its own customer service department, which is better equipped to answer your questions or resolve any problems.
You will find their contact details or additional information on their official websites:
- Thaleos
- Kozii
- DomoConnect
- Inotech
No, for the moment Symphonics is only available on mobile phones and tablets.
5.2. My alerts
This message indicates that your gateway, the small white box provided with your thermostats, is unplugged or disconnected from your Wi-Fi network.
The gateway plays a crucial role in the proper functioning of your equipment. It acts as an intermediary by ensuring communication between your connected thermostats and other systems, such as home automation platforms. It also ensures that your devices remain compatible by translating and relaying protocols.
When it is offline, some features become inaccessible. For example, you can no longer adjust the temperature via the application. In addition, your thermostats no longer transmit their data to the cloud, which blocks the monitoring of your energy consumption.
To restore its proper functioning, start by checking that it is properly plugged in. If necessary, reconnect it to your Wi-Fi network. You may also need to re-pair your equipment, following this procedure: how to re-pair my devices (redirection to 3.1)
The EcoWatt signal is a citizen-driven initiative implemented by RTE (the French electricity grid operator) and ADEME (the French Environment and Energy Management Agency). Their objective is to identify periods of stress on the electrical system and prevent power outages through collective mobilization.
The EcoGaz signal is a citizen initiative similar to EcoWatt, but dedicated to the natural gas network in France. Implemented by the French Environment and Energy Management Agency (ADEME) and stakeholders in the gas sector, it aims to inform consumers about the balance between gas supply and demand, particularly during winter or periods of underproduction.
EcoWatt and Ecogaz signals at a glance:
🟢 Green Signal: Normal situation. Electricity/gas production largely covers consumption.
🟠 Orange Signal: Network stress. Eco-friendly actions to save electricity are strongly encouraged.
🔴 Red Signal: Critical stress. Power/gas cuts are unavoidable if we do not reduce our consumption.
In case of an orange or red signal:
Adopt these simple actions to contribute to grid stability:
- Reduce the temperature of your heating by a few degrees. The maximum temperature to adopt according to ADEME is 19°C.
- Turn off the lights in unoccupied rooms.
- Unplug electrical appliances on standby.
- Recharge your equipment outside peak hours.
These small actions, carried out by everyone, can have a considerable impact in preventing outages.
Find all of our tutorials
on our YouTube channel: @symphonics-energy
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