When a member with a Hardware plan relocates to a new home, their Hub and sensors can move with them. The Hub is tied to the member's account from a billing standpoint, so the subscription follows the member, not the property.
The Hub cannot simply be unplugged and moved. It stores the old home's WiFi credentials and will try to connect to that network. Going through the onboarding flow again will connect the Hub to the new home's WiFi and capture the new HVAC system information.
There are two ways to handle this: through the Pro App (recommended) or through the Member App if the member prefers to self-service.
Option 1: Pro App (Recommended)
Go to Members in the Pro App
Search for the member
Open their Member Details and update their address to the new home
Tap Service Property
Select HVAC Service
Select Replace existing system
Follow the flow to set up the new HVAC information and connect the Hub to the WiFi at the new home
This flow walks you through reconnecting the Hub to the new network and capturing the correct HVAC details for the new property.
Option 2: Member App (Self-Service)
If the member is able and willing to do this themselves:
Open the SmartAC.com app
Go to Settings
Change their address by selecting Moving out
Add the new address
Select Take me to HVAC onboard flow
This takes them through the self-onboarding process to reconnect their Hub and set up their new home's HVAC system.
Note: Self-onboarding equipment setup can be intimidating for some members. Use your best judgment on the level of customer service you want to provide. For members who aren't comfortable with the technical steps, scheduling a technician visit to handle the move is often the better experience.