Insights showing ‘feature disabled’
What this message in the app means and what you can still use.
Insights is the part of the Mixergy app that shows information about hot water use and energy. “Feature disabled” means this information is not currently available in the app.
The message does not mean your tank has stopped heating. If you have hot water and the main controls work, start with step 1. If you have no hot water, follow No hot water instead.
1. Close and reopen the app
Close the Mixergy app fully, then open it again and return to the screen where you saw the message.
- The message has gone: no further check is needed.
- The message remains: continue to step 2.
2. Check for an app update
On an iPhone, open the App Store. On an Android phone, open Google Play. Search for “Mixergy” and open the app’s listing.
If an Update button is shown, tap it. When the update finishes, reopen Mixergy and check the message again.
If there is no Update button, or the message remains after updating, continue to step 3.
3. Check whether the tank is online
Find the Mixergy Gauge, the slim black panel with lights and buttons on your tank. Look for the small Wi-Fi symbol near the top.
- Blue: the tank is online. If the message remains, use the help details below.
- White: the tank is offline. Follow Check your tank’s connection status for reconnection help. Once the symbol turns blue, reopen the app and check the message. If it remains, use the help details below.
- No light: follow Check your tank’s connection status or ask for help below. Don’t assume the Insights message explains an unlit gauge.
Can I still use the tank?
Yes. Insights is separate from the controls used to ask the tank to heat water.
The red lights on the gauge show how much hot water is ready. The up arrow asks the tank to heat more water. See How to use the Mixergy controls for your hot water if you need help using the gauge.
You can also use Boost and schedules in the app if the tank is online and those controls are available.
Leave the tank switched on. Don’t reset it, remove it from your account or change ownership to clear this message. There is no gauge setting that switches Insights back on. Changing schedules or tariff details is not a fix for this message.
Need help?
If the message remains after these checks, ask Mixergy whether Insights is available for your tank and account. You don’t normally need an urgent repair for this message alone if hot water and the main controls still work.
If other app controls have also stopped working, mention this when you ask for help.
If you rent, contact your landlord or housing provider first.
Homeowners can contact Mixergy’s Homeowners & Residents team on 01865 595 875, Monday to Friday, 9am to 5pm.
Send a screenshot of the message and say whether the gauge’s Wi-Fi symbol is blue or white, if you were able to check. Tell them whether you updated the app and whether the other controls work. Don’t include passwords or a visible QR code.
If support asks for your app version, follow [How to find your Mixergy app version]. The version is the number that identifies which release of the app is installed.
Do not open the controller box or change wiring, valves or installer settings.
Common questions
Does ‘feature disabled’ mean the tank has stopped heating?
No. The message refers to Insights, which displays hot-water and energy information. If you have no hot water, follow No hot water as a separate problem.
Can I still use Boost and schedules?
Yes, if those app controls are available and the tank is online. You can also use the gauge’s up arrow to ask for more hot water.
Can I turn Insights back on using the gauge?
No. There is no gauge setting that enables Insights. If the message remains after the checks above, ask Mixergy whether the feature is available for your tank and account.
Will resetting the tank or account fix the message?
Don’t reset the tank or remove it from your account to clear this message. These actions can create a separate setup problem.
What should I send to support?
Send a screenshot of the message and explain which checks you tried. Include the gauge’s Wi-Fi colour if you could check it, and say whether other app controls work. Don’t share passwords or a visible QR code.