If using Atom Gateway, click here. 


NOTE:  The gateway does not support 5GHz networks or non-password protected Wi-Fi hotspots.  


In the event that the app gives the error "Incorrect Password" while trying to join the local network, please follow these steps: 


1.  Confirm the password is correct. 

Tip: On your mobile device, click "forget this network"; then reconnect to it; you will be prompted to enter the password again. 


If you do not remember your password, please use these instructions: Resetting password.


If the above is unsuccessful, you may need to do a Wi-Fi network reset or as a last resort a network reset.   


In the event that you need to do a Wi-Fi reset or Resetting the network, you must know which gateway you have before beginning.   See below for instructions. 



Plug-Hub


When first powering the Gateway for a new setup, it should start broadcasting a small Wi-Fi network called PlugHub_####.


If the Gateway is not broadcasting the PlugHub_#### network do the following:

  • Power cycle the gateway by unplugging for approximately 45 seconds.

  • Perform a Wi-Fi reset on the Gateway by doing the following:

    • With the Gateway plugged in, press and HOLD the programming button on the gateway for 5-9 seconds. 
    • Allow the gateway to complete the reset process.   Once it is rebooted, it should begin broadcasting the PlugHub network. 

  • If the Wi-Fi reset on the Gateway did not work; next reset the firmware by doing the following:
    • Unplug the Gateway
    • Press and HOLD the program button on the gateway.
    • Without releasing the program button, plug the gateway back into outlet.  Continue to hold the program button for 6 seconds after being plugged back into outlet.  Then release. 
    • The gateway will begin resetting its firmware.  This can take a few minutes. 
    • Once the reset is complete the gateway should begin broadcasting the Plug-Hub



For additional support:

  • App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested,  
  • Email:  [email protected],  
  • Customer Service Team: 1-800-221-6352

Note: Responses could take up to 24 hours