IT500 - FAQ

IT500 - FAQ

Question: The antenna on this thermostat is no longer functioning – gateway LED is off

Answer: If the thermostat gateway LED is off and does not turn on even after connecting to another power source, it is very likely that it is defective and needs to be checked by a service technician. 

If your thermostat is less than 5 years old, you can send it for inspection, along with a copy of the invoice/purchase receipt. 

If more than five years have passed since the date of purchase, the product is no longer covered by the warranty.



Question: The device no longer displays anything.

Answer: If the device screen remains blank even after installing a new set of alkaline batteries, a complete reset is required. Please remove the batteries and leave the device disconnected for 10 minutes, then insert a new set of batteries and check the thermostat's functionality.

If the thermostat still does not display anything on the screen after this procedure, the device may be defective.
If your thermostat is less than 5 years old, you can send it in for inspection, along with a copy of the invoice/purchase receipt. 

If more than five years have passed since the date of purchase, the product is no longer covered by the warranty.



Question: The IT500 receiver no longer works; its LEDs are not lit.

Answer: If the IT500 thermostat receiver is no longer functioning, with no LEDs lit (the bottom one should be green), please ensure that the receiver is properly powered. If the receiver is powered and still not functioning, it may be defective.

If your thermostat is less than 5 years old, you can send it in for inspection, along with a copy of the invoice/purchase receipt.

If more than five years have passed since the date of purchase, the product is no longer covered by the warranty.



Question: The set temperature keeps resetting to 14 degrees.

Answer: If the thermostat is operating in AUTO/PROGRAM mode and the set temperature 'jumps' to 14°C during a certain time interval, it is possible that the thermostat is following the factory preset program.

In this case, the user must modify the temperatures and time intervals in the preset program according to their preferences. This way, the thermostat will operate based on the newly set temperatures in the program.
Question: IT500RX receiver is faulty, can I use an RX10RF instead?
Answer: No, the IT500 thermostat systems requires the correct IT500RX receiver. An RX10RF and RX30RF are not compatible with the IT500.
Question: Can I use my phone or PC to use my IT500 thermostat?
Answer: IT500 thermostat systems can be accessed from Android and Apple phones using the IT500 Plus app. You can also use a web browser on the link below.
iT500 Website
Question: How do I check my device iT500TR is connected to the internet?
Answer: The iT500TR is the thermostat from the iT500 pack and if you want to check if it is connected to the internet you need to make sure of two things:
First check if the iTG500 gateway has a green light – has access to internet.
Second check on the iT500TR if there is a globe symbol on the iT500TR main screen when screen is lit. Indicating the iT500TR is connected to the iTG500 gateway. Use the Display On key to light the screen. 
Question: Where is the MAC address for my IT500 thermostats?
Answer: IT500 uses the ITG310 or ITG510 gateways to connect them to the internet. The gateway’s MAC address is on the label underneath or can be obtained from the connections settings of your router.
Question: How do I change my email for my iT500?
Answer: You cannot change the email for the iT500plus app account as the email is linked to that account.
What you should do is:
1. Request a removal of the iT500 from your old account by filling in the Re-assignment form: iT500 - Device is already connected.
2.  When you get the notification of successful removal, create a new account with your new email and add the device to it: iT500 - Registering on the App
Question: Can I buy a data cable for the iT500 gateway?
Answer: You can use a standard Ethernet patch cable with the iTG500 (iT500 gateway).
The following twisted-pair patch cables (data cable) are suitable:
CAT5, CAT5e and CAT6.
Higher categories (CAT6a and CAT7) will also work as they are backwards compatible with the 10/100Mbps, there is no benefit to buying these higher, dearer cables.
 You can buy these from any merchant selling patch cables.

Question: Can the iT500 provide or extract any heating historical data?
Answer: No, the iT500 is not able to store historical data. Only smart home range devices display historical data through the Premium lite app, app view only, not exportable.
Question: Does IT500 support Matter or ZigBee communication?
Answer: IT500 thermostats don’t use Matter or Zigbee protocols. They connect using their gateway device plugged into a compatible router.
Question: What do I need to connect an IT500 to the app?
Answer: IT500 thermostat systems require the ITG310 gateway to be used online.
Replacements were available from heating merchants and some online sellers

Question: My IT300 has no display?
Answer: Readings from an IT300 thermostat will only show screen or app of your IT500 thermostat. They don’t have a display of their own, just a red LED.
If the IT300 and IT500 are no longer paired, then use the steps in the guide to re-link them. 
iT500 - Pairing with the iT300