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Have a Hub?
General Questions

What is Wink?

Wink is the quick and simple way to connect you and the products you rely on every day in your home. You can manage products from multiple brands in a single app, allowing you to select the products that are right for your life.

What mobile platforms do you support?

Currently Wink supports Android mobile and iOS. Download the app for free from the iTunes App Store or Google Play. Wink also supports Apple Watch and Android Wear so you can control your smart products from your wrist.

Do you support Windows or Blackberry?

No. We currently support Android mobile and iOS.

What about tablets?

Currently we are focused on expanding our mobile phone support but are looking to expand support to apps that are optimized for Android and iOS tablets. Stay tuned.

Can I access the Wink interface from my computer or mobile web?

No. Currently we support apps for iPhone, iPod Touch, Apple Watch, Android Mobile, and Android Wear. You can also control all of your smart products with Wink Relay or use your voice to control them with Amazon Echo.

What about mobile web?

We currently do not support mobile web access. Download the free Wink app from iTunes App Store or Google Play..

Can I have multiple users on my Wink account or give access to my products?

Yes. You can give access to specific products to other users. You determine who has access and which products they can access. As the master account user, you can add, edit, or remove their access at any time. If you delete the product from your account, the other users will lose access to it as well.

What happens if my power goes out?

The Wink HUB requires power and Internet to connect you and your smart products. If you lose connection to the internet, you will still be able to manually control your products but you will not be able to control them via the Wink App. Once the internet connection is restored, your Wink HUB and compatible products will reconnect automatically.

What happens if my internet drops connection?

The Wink HUB requires power and Internet to connect you and your smart products. If you lose connection to the internet, you will still be able to manually control your products but you will not be able to control them via the Wink App. Once the internet connection is restored, your Wink HUB and compatible products will reconnect automatically.

In the case of door locks, they use batteries to operate so you can always access the lock manually with your user code or with a key.

What’s the difference between ZigBee and Z-Wave?

While many people have heard of Wi-Fi or Bluetooth, they are less familiar with ZigBee or Z-Wave. These are additional technologies that allow your smart products to communicate wirelessly and work together. They were designed for smart products to use very little energy and have long-range communication. Many ZigBee and Z-Wave products will have long-lasting battery life (1-3 years for some), ideal for battery-powered devices like locks and sensors. Additionally, these technologies were designed to use “mesh networking” for long-range communication around your home. That means certain products can pass wireless communications from one product to the next to help extend the range. For example, signals from the Wink HUB can reach a Z-Wave lock on the perimeter of your home by passing through a Z-wave light switch in between the HUB and the lock.

The Wink HUB combines these leading smart home technologies with more common ones like Wi-Fi and Bluetooth so you don’t have to work about communications compatibility between products. Its compatible with hundreds of connected products from leading brands.

How much bandwidth does Wink take on my Wi-Fi Connection?

Wink takes a very limited amount of Wifi bandwidth, under 20 mbs per month, which is comparable to any other connected device.

How much battery does the App take? Is there a way to limit it?

The Wink app has a feature called “geo-fencing” that allows Aros and other products to turn on automatically when you get close to home and shut off when you leave. Since this feature uses the GPS on your phone to tell your products when to turn on, it uses more battery. If your phone battery is low or you wish to conserve battery usage, turn off geo-fencing for smart schedules.

Is there a maximum number of products that the Wink App can support?

While this question seems straightforward it can get a bit technical.

Short answer: Wink is designed to allow you to add many smart products around your home and you can add hundreds of products to the Wink HUB and control them from your Wink app.

Long answer: The Wink HUB supports a variety of protocols to communicate with the different types of smart products around your home. The limit varies by protocol. For example, the Wink HUB can control 230 Z-Wave products so it is safe to say your HUB can control hundreds of products around your home.

Are there detailed tutorials available?

Yes. The Wink app contains detailed step-by-step instructions and videos on how to add Wink certified products to your Wink app. Check out the support page for more FAQs and help.

How much does Wink cost?

The Wink app is free to download and use. The Wink HUB, required for some products, is $89. There are no contracts or monthly fees.

Does remote access to my smart products cost anything?

No. You don’t need to worry about pricing tiers, usage, number of users, or number of products. Simply put, the Wink app is free to download and use.

Do you integrate with IFTTT?

Yes. The Wink Shortcuts channel on IFTTT enables you to activate Wink Shortcuts through IFTTT triggers. Use a Jawbone UP to monitor your sleep activity? Set up a recipe in IFTTT that tells the lights to turn off and the thermostat to adjust automatically when your UP goes into Sleep mode.

If I encounter issues with a Wink-enabled product or the Wink app where do I go for assistance?

We know that many people want to add connected products to their home but are wondering if they are tech savvy enough to do it. Wink is designed for those people. You can just scan the barcode of the product you want to add to see intuitive step-by-step instructions and video in the app. If you need any help, email us at questions@wink.com or call 1-844-WINK-APP to speak to a real human.

Will Wink work with HomeKit?

We are continually working to add new products and features that you’ll love. We want to bring all the best brands and technologies together to give you the most flexibility and control. While Home Kit has a lot of potential to help Wink bring even more products together, it is still very early. We’ll continue to monitor the progress and keep you updated along the way.

Does Wink work with Amazon Echo

Yes. We’ve partnered with Amazon Echo so you can use your voice to control smart products around your home. We’ve started with select lighting products, but will be adding more products and features soon. It’s amazing how fun and convenient it is to talk to your home. Learn more

How do mesh networks work?

A mesh network works by allowing products to pass communications from one product to another. This means that the HUB can pass communications to one product that passes the communication on to another product. This type of network enables greater range. Any non-battery operated Z-Wave or ZigBee device will allow this functionality. Adding more devices will generally increase the overall range of your network.

Security

What measures do you take to keep Wink secure?

Wink takes its users’ privacy and data security very seriously, and we regularly examine our practices to ensure that they exceed industry standards. Wink adopts security measures that include certificate pinning, encryption, two-factor authentication for all system administrators, and regular security audits. We also encourage our customers to secure their wireless networks and adopt strong passwords.

How secure are the products in the Wink ecosystem?

Wink is constantly working with the top security researchers around the world and our partners to improve the security of our devices and the devices we connect with. Making our products more secure is not a one-time event. It’s a process that we are committed to continually improving.

How can I ensure my products are secure and up to date?

Wink is constantly testing and auditing the security of our platform. We make frequent updates to the app and the hub to ensure you have the latest security. We’ll alert you in the app when an update is needed. For critical updates, we may push the update automatically so you don’t have to worry about it.

How can I help protect my home network?

Wink works to make security a priority, but there are also things you can do at home to help secure your home network and smart products.

  • Always update your smart products when new software and firmware are available.
    It is important to always keep the software on your connected products up to date. These updates not only give you new features, but help keep your products secure.

  • Use strong passwords for your connected products.
    Make sure the password for your Wi-Fi network and your Wink account are at least 16 characters and contains uppercase and lowercase letters, numbers, and symbols. This suggestion applies to any passwords you create for other accounts.

  • Use unique passwords for each account.
    Passwords should not be reused for multiple accounts (Wink, Facebook, etc.). This ensures that the impact of one account getting compromised will not affect the others.

  • Utilize the “guest network” feature on your wireless router.
    If friends or family request access to your wireless network while they visit, use your router’s guest network feature instead of giving them access to the network that connects all of your smart products. While access to that network will not grant them access to your connected home, it keeps your network more protected.

  • Make sure your wireless network is secured with a modern security encryption like WPA2-PSK.
    WPA2-PSK is the modern standard for network security and replaces the depreciated, and proven insecure, WEP encryption. Unfortunately, some routers are still installed with WEP as the default security scheme. WEP networks can often be identified by the network password; if your password is exactly 10 or 26 characters long and only contains hexadecimal characters (0-9 and a-f) it is likely your network is configured with WEP security. For security purposes, a, you should convert your network security to WPA2-PSK. Refer to your router’s instruction manual for details on how to do this.

For more information about how Wink thinks about security, visit our Security page.

Products

Where can I find out what products are Wink certified?

We are continually working to add more products from brands you trust and rely on every day. Our Products page has current list of products… check back later for updates.

What does it mean if a product is “Wink certified”?

Products that carry the Wink seals are certified to ensure a smooth experience and comprehensive customer support. We work with these brands to design simple interactions, complete joint testing, and integrate customer support services.

Other products that utilize Z-Wave and ZigBee for communication may connect with the Wink HUB and feature basic support. We are continually working to expand compatibility with leading brands and products. A full list of supported products is coming soon.

Can I control my products even when I’m not at home?

Yes. You can remotely access your Wink enabled products from the Wink app wherever you are.

What are Robots?

Robots are a simple way to automate your home to run on its own. With a few taps in the Wink app, you can program your products to work together automatically based on triggers, such as location or activity. For example, trigger your lights to turn on automatically if smoke is detected to help you wake up and see to exit safely.

What are shortcuts?

Shortcuts let you control multiple products with one tap in the Wink app. For example, you can turn off a group of lights or all lights with one tap. You can create different shortcuts like movie night, welcome home, or goodnight to control multiple products at the same time.

Do all of my products work with Shortcuts and Robots?

Yes. You can use the Wink app to set up shortcuts and robots for your Wink certified products.

** Some functions like unlocking a door are restricted to prevent safety issues

Are shortcuts and robots run on the hub?

No, all of the shortcuts and robots are run on the Wink certified product and in the Wink cloud.

Does Wink use a cloud?

Yes. The intelligence of Wink runs in our own cloud so you can access Wink from anywhere.

Can I control my existing Nest Learning Thermostat?

Yes. You can control your Nest products from the Wink app and Wink Relay. You can adjust the temperature remotely on the Nest Learning Thermostat and you can get alerts from Nest Protect and Nest Cam. Additionally, you can use Nest to trigger Wink Robots like turning off your lights when Nest detects you are away or triggering all of your lights to turn on if smoke is detected.

What is the difference between the HUB and Relay?

The Wink HUB offers you the freedom to choose which connected devices work best for you. It’s a translator that consolidates the different technologies found in smart home devices into one so that you can control more than a hundred devices from the Wink app. The HUB works with Bluetooth LE, ZigBee, Z-Wave, Wi-Fi, and Lutron ClearConnect.

Relay is a touchscreen that’s tailored to you. It runs the Wink app, so you can manage all your favorite smart products from one central location. Relay works with Wi-Fi, Bluetooth LE, and ZigBee.

How do I rearrange my devices in the app?

From the product selection page, tap the category you would like to rearrange, then tap the three blue dots in the upper right hand corner. Once in the side menu, tap “Edit” in iOS or the pencil symbol in Android. Grab the handles to the right of your products to rearrange. In the lights section of the app, you can hold one of your light icons and tap “Rearrange Lights” to drag and drop the lights in your desired order. In Android, you have the additional option to rearrange your lights from the side menu.

How does the Wink app use location?

Many apps use location services to enhance your experience. Depending on your device, cellular, Wi-Fi, and GPS can be used to approximate your location. The Wink app uses your location for Robots. Robots are a simple way to automate your home to run on its own. For example, you can set up a Robot to turn on your lights as soon as you arrive home. Enabling location services on your phone may decrease battery life.

How to add/exclude Z-Wave devices?

You can exclude Z-Wave devices by going to Z-Wave controls under the Wink HUB Settings menu. From there you can put your hub into exclusion mode and put your Z-Wave device into pairing mode. Your hub will respond with a green flash when successful.

Z-Wave

Can I have a secondary controller?

Yes, you can use a secondary controller with the Wink platform.

Will you add additional support for legacy devices or other Z-Wave products?

We will continue to add manufacturers and products to the list of Wink certified products.

What’s the difference between ZigBee and Z-Wave?

ZigBee and Z-Wave were both designed to work well with smart home products because they are low-power, mesh communications.

Low-power communication: These communication protocols use minimal power to transmit signals which increases the battery life of your smart products.

Mesh network: Communications are passed from one product to another. That allows the signal to be relayed around the home to create a stronger network.

Is there a list of Z-Wave Plus compatible devices?

A full list is coming soon. We support the following type of generic Z-Wave plus devices:

  • On/off light switch or plug-in module (BinarySwitch)
  • Dimmer switch or plug-in module (MultilevelSwitch)
  • Thermostat (GenericTypeThermostat)
  • Door lock (GenericTypeEntryControl)
  • Door/window sensor (BinarySensor)
  • Motion sensor (BinarySensor)

Products that carry the Wink seals are certified to ensure a smooth experience and comprehensive customer support. We work with these brands to design simple interactions, complete joint testing, and integrate customer support services.

Other products that utilize Z-Wave and ZigBee for communication may connect with the Wink HUB and feature basic support. We are continually working to expand compatibility with leading brands and products. A full list of supported products is coming soon.

Wink Hub

Download the Wink Hub manual PDF

Download PDF

How do I connect my Wink HUB to my phone?

  1. Download the Wink App from the Apple App Store or Google Play and follow the in-app instructions to sign up or login.
  2. Select “Wink HUB” and follow the in-app instructions for sharing your Wi-Fi network credentials to get your Wink HUB connected.
  3. After your HUB is connected, tap “Add a Product” to add Wink compatible products.

How does the Wink HUB communicate with the internet?

The Wink HUB uses Wi-Fi to connect to your home wireless router and then uses your high speed internet service to communicate with the Wink cloud.

How does my Wink HUB talk to my mobile device?

When you first connect the Wink HUB to your Wi-Fi router your mobile device will make a direct connection to the Wink HUB. After this initial connection, all communication between your mobile device and the Wink HUB pass through Wink’s cloud services to maintain a connection wherever you are.

What protocols (communications) does the Wink HUB support?

Bluetooth LE, Wi-Fi, ZigBee, Z-Wave, Lutron ClearConnect, and Kidde. We selected Wi-Fi, ZigBee, Z-Wave and BTLE because they are powerful and already used across many products and categories today. We added Lutron ClearConnect and Kidde because they are great partners that make great products.

Note that device compatibility varies within each protocol — we are continually expanding the set of compatible products but only Wink Certified products are guaranteed to work.

Will this work with any router?

The Wink HUB is compatible with 2.4 Ghz routers running WPA-PSK or open security. 5 GHz networks are not currently supported.

What should I do before attempting to connect my Wink HUB?

Connecting your Wink HUB is easy. Following a few simple guidelines can help ensure your connection experience goes smoothly:

  1. Ensure your network is configured to use a security scheme supported by the Wink HUB (WPA-PSK or open).
  2. Ensure your Wink HUB is located within range of your Wi-Fi router. A quick way to check this is by connecting your mobile phone to your Wi-Fi network and ensuring the signal strength is strong when positioned near the Wink HUB.
  3. Ensure your Wink HUB is not positioned too close to your router or any other Wi-Fi device (we recommend a minimum of 3’ between devices). This can cause interference and prevent the Wink HUB from maintaining a reliable connection.
  4. Confirm and note your network name and password by connecting another device to your router.

What network security schemes are supported by the Wink HUB?

The Wink HUB supports open networks and networks secured using WPA-PSK.

How do I know if my router is using WPA-PSK security?

WPA-PSK is the modern standard for network security and replaces the depreciated, and proven insecure, WEP encryption. Unfortunately, some routers are still installed with WEP as the default security scheme. WEP networks can often be identified by the network password — if your password is exactly 10 or 26 characters long and only contains hexadecimal characters (0-9 and a-f) it is likely your network is configured with WEP security. For security purposes, you should convert your network security to WPA-PSK. Refer to your routers’ instruction manual for details on how to do this. If you have are a Verizon customer, details on how to configure your router’s security are available for FIOS and DSL.

Where should I locate the Wink HUB within my home?

The Wink HUB is designed to use Wi-Fi to give you flexibility when choosing where to place the HUB in your home. For optimal performance, please follow these simple guidelines:

  • The HUB should be located at least 3’ away from any other Wi-Fi device (including the router).
  • Position your HUB in a centralized location that minimizes the distance between the Wink HUB and your connected devices.
  • Stone, tile, mirrors, and large metal surfaces tend to interfere with wireless communication. Try to avoid placing your Wink HUB in locations that place these surfaces between the HUB and your connected devices.
  • If possible, locate your HUB in an open space at least 3 feet above the floor. Avoid cabinets when possible.

Range is very environmentally dependent but a typical residential installation may experience range up to 30 feet.

Does the Wink HUB support generic Z-Wave devices which are not Wink certified?

Yes. The Wink HUB is a Z-Wave Plus certified controller and supports basic functionality for the following Z-Wave Plus device types.

  • Door Locks
  • On/Off Switches
  • Light Dimmer Switches
  • Window Coverings
  • Thermostats
  • Door/Window Sensors
  • Motion Sensors

Will the Wink HUB work with legacy Z-Wave devices (pre Z-Wave plus)?

Legacy Z-Wave devices that map to our supported Z-Wave Plus device types may be compatible with Wink but have not been tested and compatibility is not guaranteed.

How do I enroll a non-Wink certified Z-Wave device in the Wink HUB?

Z-Wave Controller inclusion options are included in the HUB settings on the Wink app:

  • Inclusion Mode (add a new Z-Wave product to the HUB network)
  • Exclusion Mode (remove a Z-Wave product from a network)

These can be accessed via the settings menu within the HUB interface on the Wink app and used to include or exclude generic Z-Wave products. The following sequence would be used to include a non-Wink certified product:

  1. Activate “Inclusion Mode”
  2. Wait approximately 10 seconds
  3. Trigger inclusion in the product being included — this will be product specific but generally requires pressing a button or applying power.

What is the light on the front of my Wink HUB?

COLORMEANINGDURATION
Solid greenStarting upUnder 10 seconds
Flashing purpleDisconnected from the Wi-Fi networkUntil you’ve connected to a Wink account using the Wink App
Flashing bluePairing modeUnder 2 minutes
Fast flashing yellowConnecting to the networkUnder 1 minute
Slow flashing yellowObtaining IP addressUnder 1 minute
Solid yellowConnected to Wi-Fi networkUntil server connection with Wink is successful
Solid blueConnected to Wi-Fi/InternetUntil device changes state or until Wi-Fi environment changes
Long green flash after flashing blueDevice was successfully paired or removed4 seconds
Long red flash after flashing blueDevice failed to pair or be removed4 seconds
Flashing redDownloading update5 - 30 minutes, depending on the speed of your internet connection
Solid redInstalling updateUnder 5 minutes
Brief flash greenConnected device is changing state (example: a light is dimmed).25 seconds
Solid whiteCorrupt Wink HUB memoryPlease contact customer support at 1-844-WINKAPP

My Wink HUB was working but now it’s continually flashing purple or pink — what happened?

This can happen under a couple scenarios:

  • The Wink HUB was rebooted after losing connection with Wink. The HUB is designed to revert to configuration mode if it cannot establish a connection with the server within 2 minutes of booting up. To recover:
    1. Power cycle your router and modem (unplug power cord from wall or hit reset button).
    2. Confirm you can access to the internet via another device on your Wi-Fi network. (Are your computer or smartphone able to connect to the Internet?)
    3. Once your network and internet service are re-established the Wink HUB will automatically reconnect.
  • The Wink HUB was deleted from your account. If the HUB was removed from an account it will revert to configuration mode the next time it tries to connect to Wink. At this point the HUB can be re-connected to an account using the Wink app.

My Wink HUB was working but now it’s continually flashing yellow — what happened?

  • Once the Wink HUB is connected to Wink, it will automatically re-connect to your Wi-Fi network and Wink if a service disruption occurs. However, if the HUB is flashing yellow for extended periods of time (more than 2 minutes), it usually indicates your internet service or Wi-Fi network are down. Try the following:
    1. Power cycle your router and modem (unplug power cord from wall or hit reset button).
    2. Confirm you can access to the internet via another device on your Wi-Fi network. (Are your computer or smartphone able to connect to the Internet?)
    3. Once your network and internet service are re-established the Wink HUB will automatically reconnect.

How do I reconnect my HUB if I’ve changed my Wi-Fi network settings?

Perform the following sequence:

  1. Power cycle your HUB (unlplug it from power and plug back in).
  2. After several minutes the HUB should revert to configuration mode (flashing pink).
  3. Use the Wi-Fi Settings options within the HUB interface on the Wink App to send the new network information.

Why isn’t my HUB connecting via my Android device?

Android phones (specifically Samsung Galaxies) have a default setting which causes the phone to jump between Wi-Fi or mobile data, depending on which connection is strongest. Disabling mobile data allows the phone to successfully pair the HUB.