Safety: Network configuration only.

Test on mobile data: Turn off Wi‑Fi on your phone and try controlling the thermostat via mobile data.
Check router mode: Avoid double NAT; set ISP modem to bridge mode or disable extra router routing features.
Relax firewall rules: Ensure outbound HTTPS (port 443) is allowed and no application-level firewall is blocking Ngenic domains.
Re-link account: In the Ngenic app, remove and re-add the thermostat to your account following the pairing process.

If remote access still fails while local control works, contact Ngenic support to check cloud account and device registration.

Ngenic app cannot find or control the thermostat when away from home, but works when on the same Wi‑Fi network.

Possible Causes