Trouble controlling your smart devices

If you're having trouble controlling a lock, thermostat, or lighting in your home with the Ambient app, try troubleshooting these common issues:

• "Add your lock" message
• "No access" message
• Level Hub or Bridge disconnected
• App isn't up to date
• Trouble using one device

"Add your lock" message

If you see a screen prompting you to install or add your lock, you're using the Level app. You'll need to install the Ambient app and use it instead.

• iPhone app
• Android app

"No access" message

If you sign in to the Ambient app but don't have access to an Ambient community, you'll see a message informing you that you have no access.

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If you see this message:

1. Contact your property staff to confirm you have access to your Ambient community.
2. If you have access but you're still seeing this message, contact Support.

Level Hub or Bridge disconnected

Your devices connect to the Ambient network through a Level Hub or Level Bridge. The Hub or Bridge must be connected for your devices to work with the app. See Level Hub or Bridge connection.

If you've confirmed your Hub or Bridge is connected but you're still having trouble controlling all of your devices, contact Support.

App isn't up to date

If you're using an outdated version of the Ambient app, you may have difficulty controlling your smart devices. Go to the Apple App Store or Google Play Store to confirm you're using the latest version.

Trouble using one device

If you're having trouble with an individual device, try troubleshooting the device. 

Lock

For lock issues, see Trouble locking or unlocking your home with the app.

Doorbell, intercom, or sensor

If you're not receiving Doorbell rings, intercom calls, or sensor notifications from the Ambient app, see Not receiving notifications.

Note: Your Level Doorbell or ButterflyMX intercom require setup steps before you can use them with the Level M app. See How to pair a Level Doorbell or How to connect your ButterflyMX intercom to Ambient.

Thermostat or lighting

If you're having trouble using your thermostat or lighting with the app, contact Support.

If you're having trouble using the device manually, contact your property staff.