Walk a resident through the app

Use this guide when helping a resident understand the Mixergy app for the first time. Keep the demonstration focused on the controls they will use most.

The resident can still use the Mixergy Gauge, the slim black panel with lights and buttons on the tank, without the app. App features and permissions can vary depending on how the housing provider manages the property.

Use the approved account or invitation process for the property. Do not reset ownership or create a second account unless your housing process requires it.

Before the demonstration

• Confirm that the resident wants to use the app.
• On the resident’s phone, open the App Store or Google Play and search for Mixergy. Install the app, or select Update if offered.
• Use the resident’s existing account or the housing provider’s invitation process. Let the resident enter their own password.
• Check the property’s account arrangements to see which settings the resident can manage. Do not reset ownership to make a missing setting appear.
• Look at the gauge’s Wi-Fi symbol: blue means connected. If it is offline, demonstrate the gauge first and follow Tank won’t connect or shows offline.
• Have the housing provider support details ready.

1. Show the home screen

Ask the resident to open the app and sign in through the agreed process. Select their tank, then open its Controls or Hot Water screen. The percentage shows how much usable hot water is ready, not how full the tank is with water.

Compare the percentage with the gauge’s red lights. Fewer than ten red lights can be the amount requested and enough for their needs; they do not need a full tank after every heating cycle.

2. Show how to ask for more hot water

On the tank’s Controls or Hot Water screen, select Boost. Choose the target hot water level and confirm the request using Set or the confirmation button shown. This target is the amount to prepare, not a water temperature. See Set hot water levels and use Boost if the labels differ.

Explain that Boost asks the tank to heat more water. It does not make the hot water appear instantly. The app or gauge will show progress as the water heats.

3. Explain schedules

Explain the two options before showing the settings. A manual schedule lets the household choose heating periods. Mixergy Flex is the automatic option: it learns their hot water routine and prepares water for them. Learning can take up to two weeks and can help to ensure that only the water that is needed is heated.

If the resident manages schedules, select their tank and open the top-right menu, then Mixergy Flex. Standard is the usual starting option; Economy prepares less water and is less suited to higher demand. Off switches to manual scheduling. Both active Flex options include Grid Assistance, which lets heating times shift to support the electricity network. If they want to use manual schedules, follow Set schedules and smart control before switching Flex off. Explain any settings managed by the housing provider.

4. Show how the water is heated

Select the tank, open the top-right menu and select Heat Source. This means the equipment used to heat the water. Show the option set by the installer and leave it unchanged. Electric uses the immersion heater; Indirect uses a separate boiler. Heat Pump is for a heat pump setup. Electric and Indirect allows both configured sources.

If the resident asks to change it, direct the request to the housing provider or installer.

5. Explain tariff and savings features

A tariff is the price and charging arrangement for their energy. If the resident manages that account, open the tank’s Insights section and select Set tariff. Use their bill or supplier account for the details. See Set your energy tariff for the full steps. Correct details help with cost estimates and available cheaper heating periods.

If the landlord or another organisation controls the energy account, do not guess the tariff. Explain who manages that setting.

6. Show connection and messages

On the tank’s Controls or Hot Water screen, point out the last-update time below the heating status. Old readings can mean the app has not received current information. Compare this with the gauge’s Wi-Fi symbol: blue means connected. The gauge can still check the level and request a Boost while the tank is offline.

If there is an error message, show the resident how to record its wording. A screenshot is useful if they know how to take one, but is not required. Hide passwords or private account details before sharing it.

Before you finish

• Ask the resident to check the hot water percentage.
• If more hot water is needed, ask them to request a small increase. Avoid starting a Boost only to test the demonstration.
• Confirm whether they understand who manages schedules and the heat source.
• Save the correct support contact in their phone or welcome pack.
• Remind them to keep the tank switched on.

Related guides

Set hot water levels and use Boost

Set schedules and smart control

Use your tank without the app

Common questions

Does the resident need the app to get hot water?

No. The gauge provides everyday checking and Boost controls.

Why can the resident not see every setting?

Their access may be restricted by the housing setup or product configuration. Check the agreed permissions before changing the account.

Can staff use the resident’s password?

No. The resident should enter their own password. Staff should use approved organisation access and support processes.

What if the tank is offline?

Use the gauge to check the hot-water level and request more. The app cannot send remote commands while the tank is offline. Follow Tank won’t connect or shows offline for connection help.

Should the resident change how the water is heated?

The app calls this the Heat Source setting. The resident should not change it unless the housing provider or installer has confirmed the correct option.