How can we help?

Account creation

I did not receive the email to confirm my credentials during the registration process, what I need to do?

Check the spam folder or the "promotions" tab. If the activation email is absent, it may be due to the email provider's blocking policy: you can ask the email provider to unblock it or create an account with a public domain. If you do not resolve this, write to us at support.hon@haier-europe.com specifying the email used.

I did not receive the password recovery email, what I need to do?

Check the spam folder or the "promotions" tab. If the activation email is absent, it may be due to the email provider's blocking policy: you can ask the email provider to unblock it or create an account with a public domain. If you do not resolve this, write to us at support.hon@haier-europe.com specifying the email used.

Home appliance pairing

Is it difficult to pair the home appliances with the hOn app?

The pairing process is very simple: with the help of a private, stable and powerful Wi-Fi network (at a frequency of 2.4 GHz) and the wizard in the app, in just a few steps you will have completed the pairing of the appliance.
For more information watch the video tutorial.

I had some problems with the pairing, what can I do?

For proper pairing process of your appliance:
- Make sure that your product is compatible with the hOn app (you will find this information printed on the appliance and in the user manual).
- Connect your smartphone, to a Wi-Fi network with a frequency of 2.4 GHz, the same one you are going to use on your appliance.
- Make sure you are not using a public Wi-Fi network. For security reasons, only private home networks can be used.
- Verify that the password does not contain spaces, accented letters, ""%"" character and that it is no longer than 64 characters (32 characters for ovens and induction hobs).
- Make sure you have your network password available.
- Accept geolocation permission: this is necessary due to some limitations imposed by the iOS and Android operating systems.
- Make sure your phone's Bluetooth is on.
- To manage from another smartphone an appliance that is already associated with an hOn user profile, see the section ""Family Sharing"".

If these suggestions do not prove sufficient and you need a hand, our technical team is available to give you active support. Write an email to support.hon@haier-europe.com sending a photo of your appliance serial number and we will get back to you as soon as possible.
For more information watch the video tutorial.

Is the app compatible with all operating systems?

The hOn app is available for both smartphones and tablets updated to an iOS 13 (or later versions) or Android 6.0 (or later versions) operating system.

Which product range is compatible with the hOn app?

The hOn App is available for a wide range of products
- Washing Machines & Washer Dryers
- Dryers
- Dishwashers
- Ovens
- Hobs
- Hoods
- Air purifiers
- Air conditioners
- Wine cellars
- Water heaters
- Microwaves
- Refrigerators and Freezers
- Small kitchen appliances (Multibeverage maker, Juicer, Kettle, Immersion blender, Toaster, Air fryer)
- Robot vacuum cleaner
- Heat pump water heater
- Electric broom
- Air to Water

To check the compatibility of your appliance, simply check for the hOn indication on the product and/or the user manual.

How do I recognize if my product is compatible with the hOn app?

The compatibility of a product to the hOn app is generally indicated on the appliance itself and in the user manual. In any case, if you attempt to pair an appliance that is not compatible, the app will return an error message.

Which brands are compatible with hOn?

The hOn app handles several brands: Candy, Hoover, and Haier. It is possible to connect all new models that carry the hOn indication on the product and/or user manual.
For other appliances, it is necessary to download the specific app, appropriately indicated.

Why are products born on Simply-FI and Wizard not compatible with the hOn app?

 The hOn app ensures security & privacy standards, starting with product software and hardware, which is why it is not possible to manage backlinks on appliances previously introduced to the market. However, the hOn app makes it possible to connect home appliances from different brands: Candy, Hoover, and Haier.

If I have created a profile on the Simply-FI and/or Wizard apps, do I need to create a new one on hOn?

If you have already created the profile on a Group app (Simply-Fi, Wizard, hOn), using a valid email, you can log in to all other apps using the same credentials (Mail and PSW). If you do not remember the PSW, use the "Recover Password" function. The two profiles will remain separate: the one on the previous app will keep the appliances already matched, while the new one will initially be empty.

How many smartphones can I connect to the same user profile?

The maximum number of devices (smartphones and/or tablets) with which the same hOn user profile can be accessed is 5. Connecting more of them will replace the previous ones that will be disconnected.
We suggest you consult the "Family sharing" section to find out the features of the family shared profile.

If I update the hOn app or switch phones, do I have to repeat the product pairing procedure?

If you update the hOn app or change your smartphone, you do not need to go through the product pairing process again: just download the app and log in by entering the same credentials (email and password) you used during registration.

Where can I find the serial number on the appliance? What about the QR code or bar code?

The position of the serial number, QR code or barcode is different for each appliance, refer to the instructions shown in app and quick guides to locate them.
For more information watch the video tutorial

Can I pair appliances present in different homes?

Yes you can. The hOn app recognizes the location where you paired and manages features based on location (e.g. weather). You can also pair multiple appliances of the same type with the hOn app.

I can't pair the appliance, what can I do?

If you have difficulty pairing your appliance with hOn, we recommend using the chatbot for direct and quick assistance.

Connection

Is it necessary to have a Wi-Fi connection to use hOn?

The hOn app, in order to work properly, requires the use of an Internet connection either Wi-Fi or mobile network.

What should I do if the Wi-Fi network is not set to the 2.4 GHz frequency?

The hOn app can automatically detect the network set to the frequency of 2.4 GHz. In the event that , however, networks are detected at a frequency other than 2.4 GHZ (e.g. 5 GHz), the app provides a warning that the network is set to an unsuitable frequency.
In this case you will have to change the settings yourself or contact your Internet Service Provider.

Why is only the 2.4 GHz frequency compatible?

The 2.4 GHz frequency is the market standard for home appliances. It is the most suitable solution because it covers greater distances and is able to pass through walls. All modems can be set to the 2.4 GHz frequency in just a few steps.

What should I do in case I replace my modem or change my network password?

Through the app you can manually change the network information: go to the appliance settings, select "Wi-Fi network settings" and change the fields: Wi-Fi network name and Wi-Fi password.

Can I connect my home appliance via hotspot?

Hotspot can be used, but it is not recommended. In fact, in case you want to employ it, it's necessary to use two smartphones: one will always perform the function of a router, and the other will be dedicated to product management via the app.

Can I use a public Wi-Fi network to pair my appliance with the app?

Public networks are not supported due to security concerns; the use of a private connection is recommended.

General information and Voice Assistant

What are the benefits of the app?

The hOn app revolutionizes the home experience, offering intuitive, secure management tailored to you:
- Discover a wide variety of programs and add-on options, in addition to those available on the appliance, that can be totally customized based on your needs;
- Keep track of food expiration dates in your refrigerator and plan your grocery shopping efficiently so that nothing is left to chance;
- Prepare unique recipes with our advanced ovens and, thanks to the app's support, you will be guided step by step in making them;
- Free widgets, usable by all hOn users, with exclusive features such as: Stain Guide, Drink Assistant, Unit Converter;
- Control your appliances from anywhere with the remote control feature and stay informed with instant notifications;
- Monitor the energy efficiency and control the maintenance of your appliances with ease;
- In case of an error or malfunction, the hOn app will assist you with step-by-step diagnosis and troubleshooting. If a specialized technician is needed, the app will support you in quickly contacting the service.

How does remote control work? Does it consume a lot of energy?

In order for an appliance to be operated remotely, it must be set in Wi-Fi mode (Remote Control ON).
The level of consumption is similar to that of an LED TV in standby mode.
Due to safety regulations on some you have to set remote control every time you want to use it (e.g. Washing Machine, Dishwasher) while for other appliances, remote control is always on (e.g. Refrigerator, Air Conditioning).

Is remote control always on?

Products have different remote control fuctioning.
For products such as Washing Machines, Washer-Dryers, Dryers and Dishwashers, before using the app you need to activate the remote control manually and close the door.
For products such as Refrigerators, Freezers, Wine Cellars, and Air Conditioners, remote control is always active and can be used at any time directly from the app.
For products such as Ovens, Hobs and Hoods, newer models have remote control always on while in older models you have to activate remote control manually.

Can the app be used with multiple smartphones or among multiple people?

Certainly, it is possible! See the specific section "Family Sharing" for more information.
You can share the same credentials or use Family sharing, for more information see the dedicated Family sharing section.

What are widgets and how can I activate them?

Widgets are features available to all users of the hOn app, regardless of the appliance you have paired with it, and they are free.
Here's how to use them easily:
1. Click on the icon of the widget you are interested in;
2. Activate it and learn about its functionality.

How can I disable the widgets?

To disable a widget, it is necessary to long press on the icon and select "Hide Widget", regardless of whether it has been activated or not.

I found a wine cellar in the app that I did not request. Why? How do I remove it?

The wine cellar you see in the app is the Virtual Wine Cellar-marked in the app as VWC20, a giveaway from the app where you can create your own wine list and read curiosity, news and tips about wines.
You will be able to save your wine list and always have it at your fingertips.
If you do not want it, you can remove it by entering the specific settings section of the Virtual Wine Cellar and select "Remove Appliance".

Are Google Home and Amazon Alexa compatible with the app? With which products and in which languages? How is pairing done?

Currently Amazon Alexa and Google Home are available for the following products:
- Washing machines and washer-dryers
- Dishwashers
- Air Conditioners
- Air purifiers
- Ovens
- Dryers

Five languages are available: Italian, English, Spanish, French, German.

The pairing process is extremely simple:
from the app's home page, select the icon with the three bars on the top left, then go to "Settings" and finally to "Configure Smart Home Speakers". The relevant section contains both pairing instructions and available voice commands.

I own two home appliances compatible with Amazon Alexa or Google Home. Does the pairing process with Amazon Alexa/Google Home need to be done twice?

If you have more than one Haier Group appliance paired with the same hOn app profile, the process of pairing with Amazon Alexa or Google Home must be done once per product.

In what languages is the app available? How do I change the language?

The hOn app is available in 24 different languages: (EN, IT, FR, ES, DE, RU, PT, PL, NL, EL, CS, ZH, TR, RO, SL, SR, HR, SK, AR, DA, FI, HU, NB, SV). To change the language you need to do it on your personal device, the app will automatically follow the device settings or directly from the app in the settings section (within the menu on the left).

Family Sharing

What does the Family Sharing function allow you to do?

Thanks to the Family Sharing function, users will have the opportunity to create a group and use the enlisted appliances in collaboration with the other members of the group. Within the homepage, each user will be able to view both the appliances he has enlisted and those enlisted by other members of the group (recognizable thanks to a tag present in the appliance cards).

Who can benefit from the Family Sharing feature?

All users registered with hOn.

Who can confirm the group access request?

All members already belonging to the group (including the owner) have the possibility to accept/reject guests awaiting confirmation.

Why can't I send the access request to the Family Sharing group they shared with me?

You are probably already part of a group. The functionality was designed with the aim of using appliances shared with other members of the same group, therefore it is not possible to be part of more than one group at the same time. If you want to access the shared group, you need to leave the group you are in and request access to the desired group.

What does it change between owner and group members?

The group owner cannot be removed by other members and will be the only one who can intervene on some features (e.g. information relating to the energy supplier).

If I have paired the appliance, do I have any particular rights?

For each appliance, only the member who paired it can de-enroll it, configure it and manage it with the smart home assistant.

Is it possible to change the order of the appliances listed on the homepage?

Each user has the possibility to change the order of the appliances on the homepage, this order will be independent of the order set by the other members of the group.

Is it possible to change the order of the widgets on the homepage?

Each user has the possibility to change the order of the widgets on the homepage, this order will be independent of the order set by the other members of the group.

Who sees which widgets I have activated and the contents placed within it?

Each user has the ability to manage and see the functions and contents inserted into the widgets that he himself has activated. However, you will not be able to view or manage widgets activated by other group members, as widgets are not shared. The activation/deactivation of widgets is also independent of the other members of the group.

What happens if I pair a new appliance?

If a user, part of a group, registers a new appliance, this will be viewed by all members of the group and can be used by them.

What happens if I de-enroll an appliance?

If a user, part of a group, de-enrolls an appliance, this will no longer be displayed to all members of the group who will receive a notification informing them that the appliance will no longer be available.

If I am part of a Family Sharing group, can I receive notifications of appliances enrolled by other members?

Yes, each member will be able to receive notifications generated by the different appliances in the group. Each user will be able to decide which notifications to receive for the different appliances independently from the other members of the group.

Why is the Virtual Wardrobe not shared with other group members?

The functionality was designed for sharing the use of household appliances. Each user will view and manage (adding, modifying or deleting content) their own virtual wardrobe which will not be shared with the other members of the group as it is specific and personal.

Can I create AC groups with appliances paired by different group members?

No, AC groups can only contain AC appliances enrolled by the same user.

Do the Shortcuts created for the AC apply to all members of the group?

No, the Shortcuts created for air conditioning are valid only for the user who created them.

Does the statistics section consider all programs used by the group?

Yes, the programs used by the different members of the group contribute to populating the statistics section, regardless of who used them.

Why isn't the Smart Inventory shared with other group members?

The functionality was designed for sharing the use of household appliances. Each member of the group will view and manage (adding, modifying or deleting contents) their own Smart Inventory as it is specific and personal.

Is the Shopping List shared with other group members?

The functionality was designed for sharing the use of household appliances. Each member of the group will view and manage (adding, modifying or deleting contents) their own Shopping List as it is specific and personal.

Is Proactive Temp shared with other group members?

For each cooler involved in the group, the habit-based Proactive Temp feature will be available to every user member of the group. This means that each member of the group will be able to manage the function configurations. However, only the owner of the appliance will receive notifications resulting from the activation of the function, deciding whether to accept/reject the suggestion.

Why aren't the favorite programs the same for all members of the group?

The functionality was designed for sharing the use of household appliances. Favorites, being specific and personal to each member, are not shared.

Are the Top programs and recipes for ovens and hobs shared among group members?

Yes, the top 5 programs and the top 5 recipes for ovens and hobs are shared with all members of the group.

Are U-Create and My-Chef shared with other group members?

The functionality was designed for sharing the use of household appliances. Each member of the group will view and manage (adding, modifying or deleting contents) their own recipes present on U-Create and My-Chef as specific and personal.

Can I use PreciSync with Family Sharing?

For each kitchen appliance in the group, each member will have access to the PreciSync function, which will only be available if the hob and hood have been enrolled by the same user in the group.

Who can change the water hardness data?

Within the group, for each appliance related to washing, the water hardness can be changed by any member of the group.

Why can't I see my Eco Schedule times anymore?

By joining a Family Sharing group, the Eco Schedule times that are displayed are those set by the group owner. If a member has different settings, these will be overwritten with those of the owner once he joins the group.

Account management, privacy and security

Is the app secure? How can I trust it?

The hOn app provides powerful cybersecurity by following all the latest standards in this area and ensures compliance with GDPR privacy regulations. In addition, the hOn app is based on a completely new IoT platform, "safety by design", which has improved the protection of users personal data.

Why is it necessary to accept geolocation, use of camera, microphone and other requests?

Acceptance of the request to the use of smartphone components is necessary to ensure full functionality of the app. The app accesses this information only when it is being used. When it is closed, accesses are inactive. In particular, consents to the use are requested:
- of the camera, gallery and flash (for functions such as profile photos and functions such as Labels scan, Snap& Wash etc...)
- microphone to handle voice commands
- GPS location (required for the pairing process, to adapt the user experience according to the country you are in)
- Wi-Fi and Bluetooth (to enable remote control)
- with the latest introductions of smartphone/tablet operating systems, if you wish, you can enable geolocation only when the app is in use: by selecting this option directly in the app settings of your smartphone/tablet.

Is privacy guaranteed?

Yes, the hOn app is based on a "safety by design" IoT platform, which can ensure privacy compliance with GDPR regulations and the protection of users' personal data.

Can I remove an appliance from the app?

Yes you can remove it from the app: go to your appliance's home, go to "More" found in the bottom right corner, then tap "Settings" and remove it from the red button. Should you want to pair again your appliance to the same profile, you may lose some customizations; if you associate your appliance with another device, all your customizations will be overwritten.
See the "Family sharing" section if you have configured user groups.

What happens if I remove an appliance from the app?

If you remove an appliance and then decide to pair again it using the same profile you may lose some customizations; if you associate the appliance with another smartphone, all your customizations will be overwritten.
See the "Family sharing" section if you have set up user groups.

Can I permanently delete my profile?

Yes, you can do this directly from the user profile page, you can find it by accessing it directly on the home page of the app from the icon with the three bars on the top left. If you encounter any problems, please contact Customer Service by submitting this request and you will receive the necessary support.

I need to sell my home appliance, what should I do with the app?

In this case you will need to remove the appliance from your profile. You can do this by accessing your appliance's home page, go to "More" located in the bottom right, then tap on "Settings" and remove it from the red button.
See the "Family sharing" section if you have set up user groups.

Support

Who should I contact if I have problems with the app? Who should I write to in case of need?

There is a section in the app that allows you to leave feedback in real time in order to report any problems or give suggestions to the developers. If you should require help using the app you can write to support.hon@haier-europe.com. If you are having problems related to the use of the appliance, write to support@candy-hoover.com.

Why do I have to send you all this data (serial number, account email and hOn version, phone model and operating system version)?

Our hOn support team requires this data in order to thoroughly analyze your problem and provide you with the best solution, your data will only be processed for the purposes for which it is acquired in accordance with the latest privacy regulations.
Without these it will not be possible to be able to help you properly. Send an e-mail to support.hon@haier-europe.com and you will receive a reply as soon as possible.

Is there an instruction manual for the app?

Within the app there are specific initial explanation cards that explain the different features of the app and the specific appliance.
In addition, in the "More" section of your product you can find a Support area where you can access instruction manuals and see answers to frequently asked questions related to your appliance.

I logged out and now I can't log in anymore. How can I do that?

To log back into the app, be sure to use the same authentication method you chose during registration:
- If you used email: enter your email address and password.
- If you used a social login: sign in with your Facebook, Apple or Gmail account. In case you have changed/edit the password for one of these authentication methods, you will need to log in again by entering the new password.

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