Support & Service

• It’s normal during defrost cycles or when transitioning between heating and cooling modes.

• If it runs continuously without reaching your setpoint, check airflow (clean filters, clear outdoor space) and verify your current mode setting.

• Persistent or unexplained operation warrants contacting Jetson Support for diagnostics.

• Check the current mode, ambient temperature, and your setpoint settings on the Jetson Thermostat or App to ensure the system is configured as intended.

• In Heating mode: Set the temperature to at least 1° above the current room temperature.

• In Cooling mode: Set the temperature to at least 1° below the ambient temperature.

• Ensure power is enabled: breakers and both indoor/outdoor disconnects should be ON.

• Verify your Wi-Fi is functioning: The Jetson Home app will not operate if communication is lost.

• After these checks, if the unit still doesn’t respond or starts after ~10 minutes, contact Jetson Support.

This is usually Defrost Mode. In cold or humid conditions, frost can build up on the outdoor unit, and your system periodically clears it to maintain performance.

• Heating temporarily pauses and indoor air circulation may stop

• Outdoor sound may change

• The cycle typically lasts 5–10 minutes, then heating resumes automatically

Defrost is more common when outdoor temperatures are near freezing, humidity is high, or it’s raining or snowing. See How Heat Pumps Work.

If Quiet Sleep is on, your system keeps the fan running at a lower speed overnight so it won’t disturb your sleep, and your home may not fully reach the set temperature by morning. You can toggle it off from the Sleep Preset screen in the Schedules tab of the Jetson Home app.

Heat pumps also change temperature gradually, typically about 2°F (≈1°C) per hour, so plan larger increases ahead.

If your thermostat screen shows an alert icon ( ⚠️ ), this often points to a wiring or power connection issue between the thermostat and heat pump. In that case:

• Ensure power is enabled: breakers and both indoor/outdoor disconnects should be ON.

• Do not attempt to fix Thermostat wiring yourself: Please contact Jetson Support, as this typically requires verification or correction by a trained technician.

If the lock indicator is lit, Thermostat Lock is on. While it’s on, the thermostat buttons won’t change the mode, set temperature, or fan speed.

• You can still make changes in the Jetson Home App.

• To turn Thermostat Lock off, see How to Lock the Thermostat on the Home App help page.

Jetson Home App requires that your Jetson Hub is connected to a stable Wi-Fi network. If the thermostat appears offline in the app, follow these steps:

• Check your home Wi-Fi router:

• Confirm it’s broadcasting and devices like phones or laptops can access the internet.

• If connectivity is poor or lost, restart your router.

• After Wi-Fi is confirmed working, open the Jetson Home App and follow the Wi-Fi setup or reconnection flow for your Hub.

• If reconnection fails or the system remains offline, contact Jetson Support, and provide:

• Confirmation of Wi-Fi status,

• Details about any in-app setup errors

The app needs your phone’s Bluetooth and Location permissions to detect nearby Wi-Fi networks and connect to your Jetson Hub. These are required by iOS and Android.

• Make sure Bluetooth is turned on in your phone’s settings.

• When prompted, allow the Jetson Home App to use Bluetooth and to access your Location.

• If you previously denied access, turn these permissions back on for the Jetson Home App in your phone’s settings, then try the setup again.

The Jetson Hub requires a 2.4 GHz Wi-Fi network (5 GHz networks are not supported).

• Double-check that the password is correct.

• Make sure your Wi-Fi is working and you’re selecting a 2.4 GHz network, then try the setup again.

• On iPhone or iPad, you must be connected to a 2.4 GHz network to see available networks. You can also select ‘Other’ and type the 2.4 GHz network name and password manually.

• If only a 5 GHz network is available, enable the 2.4 GHz band in your router’s settings, or ask your internet service provider for help.

If you continue to have trouble connecting, contact Jetson Support.

When you switch from a gas furnace to a heat pump, your energy costs shift between utilities. Gas usage drops significantly, while electricity usage increases, especially during winter. This is normal and doesn’t mean your system is inefficient or malfunctioning.

Compare your total combined gas + electricity costs over the full year, not just one winter month. A useful check: compare your electric bill to what you previously spent on gas during the same winter months. See Performance & Energy Use.

• Only an Owner can add or remove Home Members, and the signed-in user can’t remove themselves. Home Members are managed from the Account tab in the Jetson Home app.

• For security reasons, email addresses can’t be changed after an account is created. See Account Changes for how to switch to a different email.