Home Wiser FAQs

Wiser Frequently Asked Questions

Account and Home Management

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What do I do if I have forgotten my login password for the Wiser by SE App?

At the Login page tap on Forgot Password. Input your account name (phone number or email address) and tap Next. When you receive the verification code, input the code and then follow the prompts to input/set your new password. Click Confirm to complete the password change.
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What can I do in the Home Management menu in the Wiser by SE App?

In the Menu slide-out, tap Home Management. From the Home Management page, you can tap an existing Home and make changes in the Home Settings page, or tap Add Home to create a new Home. In the Home Settings page, you can rename the Home, manage Rooms, set the Home location using a map view, add/remove Home members and remove the Home.
Note: Only Home members with Homeowner/Administrator access can use the Home Management function.
 

How can I change my account in the Wiser by SE App and keep the home I have created?

Register on Wiser by SE for a new account with your new email or phone number. Log in to the old account, add the new account to the home as an Administrator and then transfer the ownership of the home to new account. You could also create a Redeem code by going to home management and selecting the home you wish to transfer. Then select Transfer Home Ownership and tap Transfer Through Redeem Code. Toggle the Redeem Code on and use this code on the new account to take ownership of the home. You can then log in to the old account  and deactivate the account from the Account and Security page.

 

Can I set a Do Not Disturb time range across two days in the Wiser by SE App?

The time for a Do Not Disturb can only cover a 24h period. This can be set to cover an overnight time period. For example, if you wanted to set 11.00pm till 7.00am the next morning it would be 23:00 – 07:00 where the 07:00 will be labelled Next Day.
You can then go into the repeat menu and you can select which days you want this to cover.
Under the Do-not-disturb device select the devices you want the do not disturb to cover or use the select all button to select all.
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Can I manually sort the devices added on the home page of the Wiser by SE App?

You can manually sort the devices on the home page by pressing and holding on a device. This will allow you to change the position of devices on the all devices list.
If you tap the three dots (...) on the right of the Room strip and then tap on Room Management. This will allow you to select the room you wish to add/remove devices from and hit the green plus sign next to the device to add the device to the room and the red minus symbol to remove it.

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How do I delete/deactivate a Wiser by SE App account?

You can deactivate your account by following the steps below. Tap on the slide-out menu and then tap your username. when in the Account page tap on Account and Security. In the Account and Security page tap on Deactivate Account and then Deactivate.

Note: This will permanently delete all data under the account after the time given unless you withdraw the request.
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The location shown for my Home in the Wiser by SE App is not correct. Can I change the location?

Open the Menu slide-out and tap Home Management. Tap the home you wish to change location for. In the Home Settings page tap Home Location and select the correct location. Note: If you change your Home location to a region that is different to your account region, you may be prevented from accessing the Home.
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How many administrators can I set in the Wiser by SE App for my home?

There is no limit to how many Home members can be set as administrators. There can only be a maximum of 20 members in a home.
Important: You should only set administrator access for those Home members who are aware of the potential impact of making system changes.
 

What is the Difference between a Common member, an Administrator and the Home owner in the Wiser by SE App?

The Home owner has access to all functions.

Administrator has access to all functions except the ability to transfer the home owner rights, delete the home and granting administrator rights to other members.

A common member only has access to operate devices, receive notifications (alarm, moment/automation trigger, device added/removed and invite) from a home, configure device settings and schedules.


See Table Below:

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How do I set up a Pattern Lock and 2-Step Verification for the Wiser by SE App?

To set up the Pattern Lock feature - Tap the Menu slide-out and tap your username to go to the Account page. In the Account page, tap Account and Security. In the Account and Security page, tap Pattern Lock and then tap create gesture password and follow the in-app directions. Once you have activated the Pattern Lock feature, you can switch the feature On and Off as required and change the Gesture Password.

To set up 2-Step Verification - When in the Account and Security page you can toggle this setting on and off from here. When enabled every time you Log in to the App a code will be sent to your email/phone that needs to be input into the App before finalising log in.
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Are there limits in the Wiser by SE App on how many characters can be used for naming, how many devices, moments/automations, schedules, homes, rooms and members?

Device names can be up to 50 characters in length, Room names up to 25 characters, home name up to 25 characters and home member names up to 50 characters.

There is a maximum of - 60 devices in one Home, 60 devices in one room, 10 battery powered devices per mains powered devices, 80 moments in one home, 80 automations in one home, 80 actions in one moment/automation, 1000 actions in one home, 10 conditions in an automation, 10 schedules per devices, 20 homes, 20 rooms in one home and 20 members in one home.

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Can I log in to the Wiser by SE App and use one account at the same time on multiple smartphones?

No. An account can only be signed in to Wiser by SE on one device/smartphone at a time. 
If you want to have another device/smartphone with Wiser by SE at the same time you will need to register another account.

How can I disable notifications permanently or for a set time in the Wiser by SE App?

Tap on the 3 bars in the top left corner to open the menu slide out and then tap on Settings. Then tap on App Notification and from the following page you can disable notifications, alarm or messages completely OR set a Do-not disturb schedule.
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Will the Home information be deleted when I tap "Remove Home" in Home settings in the Wiser by SE App?

If you are the Home owner: Tapping Remove Home clears all Home information, removes all members from the Home and resets all devices that are assigned to the Home.

If you are a Home member or a Home Administrator: Tapping Remove Home will only remove your account from the Home. You will no longer be able to view the Home information, operate Home devices, Moments and Automations. Other Home members will not be affected.

 

How do I join a home, in the Wiser by SE App, via verification code? (Invitation via text message)

Tap on the 3 bars at the top left for the menu slide out and tap on Home Management. On the Home Management screen tap Join a home and then enter the invitation code that you have been sent from the home owner.
Note: If you have been sent a code to join a home as a member, this code will be valid for three days. If not redeemed within the three days you will have to get a new code/invitation from the home owner.

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How do I reset my password for my account in the Wiser by SE App?

Tap on the Menu slide-out and tap your username. When in the Account page tap on Account and Security. In the Account and Security page tap on Change Login Password, this will then send you a verification code. Input the verification code received by email or SMS which will then allow you to input a new password.
 

How can I log in to Wiser by SE using either my mobile number or email?

Immediately after registering you can only log in to Wiser by SE with the phone number or email you initially used when registering an account in Wiser by SE.

If you want to log in using an email or phone number you didn't register with, the email or phone number needs to be added/linked to your account. This can be done by tapping the 3 bars at the top left for the menu slide-out, tapping on your account name, going to account and security and then adding in either the phone number or email that is missing. Once added you will be sent a verification code to bind that email/phone number.


Note: You cannot change the phone number/email that was used when registering or the other email or phone number, whichever is not used while registering, is added and bound/verified to the account.  (This is confusing and may not be necessary)
There can only be one email and one phone number linked with an account.

How do I invite a new member to home with their Wiser by SE account?

In the menu slide-out tap "Home Management", on the home management page tap the home you wish to add a member to and then tap Add Member and then select the Wiser by SE App. Specify a name for the Home member and set the Account field to the mobile phone number or email address linked to the member's account. The new member can get this information from the menu slide-out in Wiser by SE app on their phone.
Note: You can select any of the other methods available to send out an invitation code to join the home. When using other methods where a code is sent to the person being invited this invite/code expires after 3 days.
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How do I change ownership of a home in Wiser by SE?

There are two ways that ownership of a home can be transferred, these can only be done by the current owner of the created home:

1. Ownership of a home can be transferred to another Administrator within the home. To do this go to Home Management, Select the desired Home to be transferred, at the bottom of the screen there will be Transfer Home Ownership. Tap on this and select the member of the home you wish to transfer ownership to.


2. Transfer ownership of a home via a redeem code. To do this go to Home management, select the home you wish to transfer, tap on Transfer Home Ownership, tap on Transfer Through Redeem Code, use the Toggle on the Redeem Code and then send the Redeem code that has been generated to next owner.

Note: When transferring ownership via the redeem code it must remain enabled and the one transferring the home must not delete the home until transfer is complete. The home will automatically be removed from the previous owners Wiser by SE app a soon as the new owner enters the redeem code. A pop up notification will be sent to notify the previous owner


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Zigbee Functionality

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Can I control my Wiser system devices when not at home or do I need to be connected to the same Wi-Fi network as my Hub?

When you are not at home you can use the app to remotely control the devices assigned to your Home via mobile data/4G, provided that the devices are powered, connected to the home Wi-Fi/Zigbee network and have internet access through the modem/router. It is important that both your phone and the Hub have internet access

If you cannot control your devices when not at home, it may be that your phone or the home network is not able to connect to the Internet or the devices/hub are not currently powered.

 

Can I change when the LED Indicator is on for my Wiser switch? (Zigbee and Bluetooth)

This can be set in the App. You will need to tap on the device that you wish to change this for and then from the specific device page you can set this to - Always On, Always Off, Consistent with Load (On if the Load is on) or Reverse with Load (On if the Load is off). Reverse with Load is default setting.
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What future Wiser compatible products are coming?

We are continually striving to provide the best user experience that evolves with end user’s needs. As such we are investing globally to continually grow the Wiser system.
We encourage customers to share feedback with us on any system improvements, new products or feature additions. Your feedback/input may then be used towards future development opportunities.

Is there a planned API (Application Programming Interface) for the Wiser Hub to integrate 3rd party systems?

Currently we do not have an open API available.

We are continually striving to provide the best user experience that evolves with end user’s needs. As such we encourage customers to share feedback with us on any system improvements, new products or feature additions. Your feedback/input may then be used towards future development opportunities.

 

Is Wiser compatible with Apple HomeKit? If not will it be in the future?

Wiser is Currently not compatible with Apple Homekit. However Wiser “Moments” or scenes,  can be triggered from Siri commands.​​​​​​

What happens if there is a power outage or my Wiser Hub and Switches lose power? Will my settings be lost?

If using the Wiser Hub and Zigbee devices, settings are stored on devices and in the cloud hence there is no loss of settings. When power is restored everything that was on when power went off will come back in the off state and will go through standard warmup for each device. The Wiser by SE App will then update the status of the devices to off.
 If using BLE devices (Iconic Connected 10AX switch, dimmer and socket), the only setting that will be lost after 6 hours or more with no power is real time and geolocation (used to control schedule and sunset/sunrise time).
 

If network Internet access is disconnected, will an Automation created in the Wiser by SE App still execute?

This will depend on what is set under ‘condition met’. If the ‘condition met’ is set under ‘When weather changes’ this requires the Hub to have an internet connection to access these details. Without these details the Automation in this case will not execute.

If the ‘action’ is set to a notification, which also requires the Hub to have an internet connection, the Automation will work if it has other actions but will not send the notification.

Automations will be tagged as Local if not requiring internet access and if they do require internet access will have no label.


Zigbee devices communicate locally via the Wiser Hub and do not need internet access to function.
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In the Wiser by SE App what are Moments and Automations, how are they triggered and how are they different?

Moments and Automations a series of actions that need to be triggered. These can be created via the Automations and Moments tab in Wiser by SE and are only compatible with Zigbee connected devices.

An Automation is a series of actions that will be triggered when the pre-set condition(s) is/are true. For example - If Motion Sensor changes state to occupied turn on Iconic Wiser Dimmer 1.
An Automation can be set to operate during different time periods of All day, Daytime, Night or Custom.
As an example, if you define an Automation where a nightlight automatically switches on when the motion sensor detects motion, you can tap Effective Period in the Automation editor and select Night. In this case, the nightlight will not respond to the motion sensor during the day.

A moment can be a single action or multiple actions which can be triggered via the App by tapping the moment on your home page or in the Moment and Automations tab or via voice commands or even be triggered by other devices as part of an Automation Action.

Note: An Automation takes precedence over a Moment. For example, if a Moment is triggered and any of the lights in that moment is involved in an Automation and that Automation is triggered on or off those lights will comply with the Automations specified action.
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Does the Wiser by SE App have a voice control function and if so, what functionality comes with Google, Siri or Alexa?

There is no built-in voice control function within the app. However, the following third-party voice controllers are supported for selected devices: Amazon Alexa, Google Assistant, Siri and TMall Genie. To set up one of these services, open the slide-out menu, tap More Services and then tap one of the options under Voice Service. Follow the instructions in the app to set up your compatible voice controller. Note: Not all devices support voice control.

With Google voice control you can use commands to turn everything on or everything off, trigger moments, trigger separate devices, it can tell you what is switched on/off (switches are switches and dimmers are lights ie ‘hey google, what lights are on?’ ‘hey google, what switches are on’).

Siri is only compatible with Moments from Wiser by SE that have been linked to Siri.

Alexa can’t do everything on or off unless these are set as moments. When triggering moments they need to be turned ‘on’ ie Alexa turn ‘moment’ on as moments can only be triggered on and not off. You can also operate separate devices. Alexa can’t tell you what is turned on/off.

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Bluetooth (BLE) Functionality

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What are the differences between Timer and Run-on Timer function?

Timer: Set a timer, press the button to switch ON and at the same time, the timer will start to count down and the lights/load will switch off when the timer reaches zero.

Run-on Timer: Set a timer, press the button to switch ON then press the button to switch OFF. Once the switch is turned off the timer starts to count down and the lights/load will turn off when the timer reaches zero.
 

What is the difference between Timeclock and Timer BLE devices?

Timeclock has a 24/7 Schedule function, a Timer provides a configurable time delay from 1 second up to 24hrs however does not have a Schedule function.

How long will my Bluetooth/BLE mech stay connected after I access it in the Wiser by SE app?

There are 3 different times linked to different situations
1. When you exit the specific device control panel and stay in the device list, the device will be disconnected after 30 seconds.
2. In the device control panel, if no operation has been detected, the device will disconnect after 5 min.
3. If you run the App in the background or lock the screen, the Bluetooth will be disconnected immediately.
 

Will my existing schedules and timers in Bluetooth/BLE devices get transferred over to the Wiser by SE App?

Schedules created in the Wiser Room App will be stored in the device. Once user moves to Wiser by SE App and commissions the device, Wiser by SE App will read the schedules from the device and present them in the App. User can also create new schedules or edit the existing schedules from the Wiser by SE App

Timer settings created within the Wiser Room App will also automatically transfer if continuing to operate devices using BLE. If converting to Zigbee mode and pairing to a Wiser Hub, the timer settings from the Wiser Room app will need to be re-created as an Automation function.

Note: It is strongly recommended to perform a factory reset on mechanisms before swapping them from Bluetooth to Zigbee.
 

General/Troubleshooting

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What can I do if the status of the window/door sensor is not sync’d with the physical status in the Wiser by SE App?

Position as such so that there are not too many walls between the window/door sensor and so it is near to a mains powered device (ie a dimmer) or gateway.
Take care that there are no metal plates in the line of sight between the window/door sensor and the nearest mains powered device or gateway
The window/door sensor should be installed in that way, that the front of the sensor part is directed towards a nearby mains powered device or gateway.
The distance between the window/door sensor and the nearest mains powered device or gateway should be as short as possible when the window or door is closed.
Be aware, that the distance between the sensor part and magnet part could be up to 34mm to indicate "OPEN" depending on the material that the window/door sensor is installed on. It is recommended to perform some tests before you fix the final installation.

Why is my Wiser device not turning ON/OFF at the prescribed time set in the schedule?

Go to your Home Settings and ensure your Home Location is set correctly.
If you have the schedule set for Sunrise and/or Sunset, the on and off times will vary throughout the year in line with the astronomical times.
For BLE devices, you can go into your device Setting and Update time & date under Time Synchronization.
 

How can I find a device ID in the Wiser by SE App?

Tap a device to open its control page. On the device control page, tap the Edit icon at the top right of the screen. On the Device Details page, tap Device information, then check the Virtual ID field.
 

When adding devices to the Wiser by SE App, what are the differences between Auto Scan and Add Manually?

Auto Scan - scans for both Bluetooth, if this is enabled, and Zigbee devices in pairing mode to add to the App. This can be used to add multiple devices at once with Zigbee. It is not recommended to use this with Bluetooth/BLE as they should be added individually.
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Add manually without hub – search for Bluetooth devices in pairing mode
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Add manually with hub – search for Zigbee devices in pairing mode
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If a device is reset, can the device still be controlled via the Wiser by SE App?

After a device is factory reset, the device will be greyed out in the App, labelled as ‘device offline’ and unable to be controlled. This device will have to be removed from the App and then re-added to function.
 

Why is my open/close percentage of my blind module in the Wiser by SE App not the same as how open/closed my real blind is?

Remove and restore the device to its factory default settings by using the Edit/Pencil icon on the top right of the Blind Controller’s Control panel in Wiser by SE App. After the device is removed, commission the device again by following the instructions in the App to add a device and the UI sync issue should no longer be an issue. Ensure to set the run time in the Blind Controller settings to match the run time needed for the blind/shutter to fully open or close.

 

Why am I seeing an option to add devices ‘with Hub’ in the Wiser by SE App when I only have BLE devices?

The Wiser by SE App supports both BLE and Zigbee devices.
If you have BLE devices you should add these by selecting ‘Without Hub’ option and then select the devices you are adding.
All Zigbee devices can only be added with the ‘With Hub’ option.

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How can I check if I have the latest firmware for my Wiser device, update my firmware and what happens if my phone disconnects from the Wiser device in the middle of firmware upgrade?

To check the firmware of a device in Wiser by SE, click on the device you want to check, click on the top right-hand pencil icon, click on Check for firmware update. If a firmware update is available, it will prompt if you want to update immediately.

Note: It is recommended to switch on Auto Update. This is only an option for devices in Zigbee mode that are connected to a Hub.

In Bluetooth/BLE and Zigbee if your phone disconnects in the middle of an upgrade the device will retain its current firmware. You will have to reconnect to the device and attempt to update the firmware again.

In Zigbee mode if using Auto Update there is no need for your phone to be connected.
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How do I remove a device from a home in Wiser by SE?

To remove a device, from the home screen press and hold on the device you wish to remove, check only the device you wish to remove is ticked, then tap “Remove device”.  Alternatively, tap a device to open its control page, on the device control page tap the Edit/Pencil icon at the top right of the screen and on the device details page, tap Remove and Factory Reset Device.
 

How do I setup a schedule in Wiser by SE for switches, sensors or socket outlets?

Find the device in the App and tap on it, when in the specific device screen tap on Schedule. In the Schedule screen tap Add and then create a schedule for the device. For Socket outlets there will be an option in the Schedule screen to select which socket you want to create the schedule for.

When a device is in Zigbee mode, schedules can only be created for an ‘On’ or ‘Off’. Hence two schedules will be needed for an ON/OFF - one for the ON time and one for the OFF time.

In Bluetooth/BLE mode you can select a time range and both an ‘On’ or ‘Off’ within a single schedule.

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Why does the temperature in the device control page display in Celsius when the temperature is set to Fahrenheit in the Wiser by SE App settings?

The App settings and device control page are managed separately. The Temperature Scale option in App settings controls the weather temperature display on the home page. To set the temperature scale for a device, choose this option in the device control page.

 Note: Not all devices support the option to set the temperature scale.
 

What do the different colours of LED indication on my Wiser switches mean?

Common colour LED indications on the products -  41E10PBSWM, 41EPBDWCLM, 41E2PBSWM, 41E10PBSWMZ, 41EPBDWCLMZ, 41E2PBSWMZ:

Flashing Amber - Mechanism is in Zigbee and is currently in pairing mode, is not connected to a Hub
Flashing Green - Mechanism is in Zigbee and is in pairing mode, is already connected to a Hub
Solid Green - Mechanism is in Zigbee and is already connected to a Hub that is currently scanning for other mechanisms/devices
Flashing Red and Green - Mechanism is in BLE and is in pairing mode
Solid Amber - Mechanism is in Zigbee mode and not connected to a Hub
 

I am a new owner; how do I connect to my Wiser system that has already been set-up by an installer?

Start by downloading and installing the Wiser by SE App on your device. Register an account and sign in to the Wiser by SE App.

Your installer should have sent you a redeem code or written it on the hand over card that was provided with the Wiser Hub. In the Wiser by SE App tap on the menu slide out and then tap on Home Management. On the Home Management screen, tap on Join a Home and then enter your redeem code.

Connect your Hub to your home internet router/modem via ethernet cable (recommended) and connect power to the Hub. Then connect to your phone to your home Wi-Fi.
 

What is the difference between Wiser Zigbee and Bluetooth device?

Wiser Zigbee devices communicate with a Hub which communicates with your phone or device via the cloud. This allows for quick connections to multiple devices for control. Zigbee is a mesh system whereby all mains powered Zigbee devices will act as signal repeaters to extend wireless coverage. Bluetooth is a point to point connection where your phone connects to the device directly.
 

How do I swap my Wiser connected switch and dimmer devices from BLE to Zigbee?

To swap from Bluetooth to Zigbee you will need to short press the mechanism 12 times - and allow time for the device to swap modes, this will take roughly 40 seconds. Initially when swapped to Zigbee mode the LED indicator on the mechanism will flash amber indicating it is in pairing mode. If not paired to after roughly 50 seconds this will become solid amber. This amber indicator will remain on until paired with a Hub, the mechanism will function as normal while this indicator is on.

NOTE: Before swapping from Bluetooth/BLE to Zigbee it is strongly recommended that a factory reset be performed on the mechanism before initiating the change.
 

What does the Z at the end of the Iconic Connected product codes in the Wiser offer mean?

The Z at the end of the product code indicates that this device comes in Zigbee mode as factory default. The product code without the Z indicates that the device is in BLE mode as factory default.
 

What Electrician training is available for Wiser?

Wiser training specifically for electricians is online and hosted in Schneider Electric’s Partner Portal (Seamless).
Currently, training is currently in pilot phase. If you wish to be part of the pilot, this can be arranged with your local sales representative.
If you do not have a local sales representative, please express your interest for the training using the following link and someone will get in contact with you:
https://www.clipsal.com/wiser-enquiry

 

How do I decide between a Bluetooth device and its Zigbee equivalent?

Since Bluetooth is a point to point connection where your phone connects to the device directly, Bluetooth devices are more suited to fundamental in-room control, such as:
  • On/Off or Dimming Control using the Wiser by SE app
  • Setting a timer, run on timer or 24/7 Schedule.
Zigbee devices provide a more holistic solution for the homeowner, supporting features such as the potential to:
  • Turn all lights in their house on/off, or operate multiple different devices from one tap of a button, also known as a Moment
  • Implement if this then that operations, also known as an Automation
  • Integrate with third-party voice controllers: Google, Alex and Siri (please see the FAQ on voice control for more information)
  • Allow remote control of your home from anywhere in the world
Please be aware that Zigbee devices will require a Wiser Hub.

Why can't I pair my device with the new Wiser by SE app?

If you have existing or new Bluetooth/BLE devices, the very first step is to connect your current Bluetooth/BLE device using the Wiser Room App and check if your current device firmware needs upgrading. Some devices will require a firmware update to be compatible for use with the Wiser by SE App.
 

After I have configured a device on Wiser by SE, can I control this device on other phones at the same time?

When using devices in Zigbee connected to a Hub you can control your devices with any phone that supports the Wiser by SE App at the same time. The user must be logged in to an account that is a member of the home the devices are linked to.

When the devices are in BLE/Bluetooth the devices can only be controlled by one phone at a time. This is due to Bluetooth being a point to point connection and will require whoever is connected to the device to be disconnected before someone else can control it.

Note: You can’t be logged in to the App on more than one phone at a time on a single account.
 

In the Wiser by SE App, why is my device/s (BLE/Zigbee) greyed out?

Check if you have changed the device/s from BLE to Zigbee mode. Once the mode is changed, the device will lose connection and require manual deletion.

Zigbee – Check that your router, device and Hub are powered. If you are not connected to the local WiFi associated with the Hub you will also need to check if your router and hub are still connected to the internet.

BLE – Check if you are in range of the device and does the device still have power
 

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