What should I do if I get the message: "Your connected video doorphone is already installed at another location"?


The installation of the video doorphone was unsuccessful, and you are blocked because you get a message that it has already been installed.


1. My connected video doorphone is already linked to my account, but it is at another location.

You'll need to make sure that the video doorphone is not already installed at another location. To do this, go to the home page for your account in the Somfy Protect app. Click on the arrow at the top of the page. This menu lets you access all the locations associated with your account.

Delete the incorrect location and keep the location where the connected video doorphone is installed, then continue the installation.


2. I have multiple email addresses, and I am using the wrong one to access my alarm

I am not logged into the right account, so I am being directed to install my devices. The connected video doorphone is already installed, but I get this message.

Follow the instructions in this article: Why is my account empty when my video doorphone has already been installed?


3. Upon the 1st installation, I get this message

Your connected video doorphone is new, and you are installing it, but you get this message. Contact customer service.

How can we help you?

If you haven't found the answer to your question, we invite you to request a support ticket. We will answer you as soon as possible.

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