Frequently asked questions about Geberit remote maintenance
This section provides answers to the most frequently asked questions about remote maintenance for Geberit AquaClean.
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What is Geberit remote maintenance?
Geberit remote maintenance is a service available in selected countries. It allows Geberit customer service to temporarily access your Geberit AquaClean shower toilet remotely and give you targeted assistance if you have any queries.
How can Geberit remote maintenance assist me?
Geberit customer service is able to work remotely to make settings on your device, start maintenance functions (e.g. descaling) and perform firmware updates. If error messages have been issued, detailed analyses can be carried out remotely.
How does the connection for Geberit remote maintenance work?
Your smartphone represents the communication interface between your Geberit AquaClean shower toilet and Geberit customer service. Firstly, you need to install the Geberit Home app on your smartphone. Next, connect your Geberit AquaClean shower toilet to your smartphone via Bluetooth. Then call Geberit customer service and start remote maintenance in the app.
Where can I find Geberit remote maintenance in the Geberit Home app?
You will find Geberit remote maintenance under “Service and contact”. From there, select Remote maintenance and follow the instructions provided to start a session.
Does Geberit remote maintenance also work for other Geberit products?
No. This service is only available for Geberit AquaClean shower toilets.
Does Geberit have permanent access to my device?
No. The connection is only active during the remote maintenance session. You start and end remote maintenance in the Geberit Home app and can disconnect at any time at the touch of a finger.
What prerequisites do I need to meet to use Geberit remote maintenance?
The only prerequisites are as follows: You must have a Geberit AquaClean Mera, Sela (from 2019 onwards) or Tuma, have installed the Geberit Home app on your smartphone and have an active Internet connection.
Which firmware version do I need for Geberit remote maintenance?
- Mera: 21.0 or above
- Tuma: 9.0 or above
- Sela: 3.0 or above
Do I need to remember a password to use Geberit remote maintenance?
No. An ID and access code are generated automatically as soon as you start Geberit remote maintenance in the Geberit Home app. You then need to provide this ID and access code to Geberit customer service over the phone so that they can access your Geberit AquaClean shower toilet.
Are the ID and access code the same every time?
No. The ID and access code are regenerated automatically each time a connection is established.
Can I also use Geberit remote maintenance if I have an older shower toilet model (e.g. Balena 8000)?
No. Geberit remote maintenance is only available for the Geberit AquaClean Mera, Sela (from 2019 onwards) and Tuma models. A Bluetooth interface is required to establish the connection and the older models do not have this feature.
Can I retrofit the missing Bluetooth interface to an older model?
No. Unfortunately, older Geberit shower toilet models cannot be retrofitted with a Bluetooth interface.
How does Geberit ensure security and data protection?
Geberit apps and IoT services are developed and operated to high security standards. In addition, inspections are carried out at regular intervals by external, independent cyber security specialists. The GDPR directives are followed when developing and operating Geberit apps and IoT services. For additional information, please refer to the conditions of use and the privacy policy.
Who has access to my data?
The customer service representative you are speaking with during the remote maintenance session is granted temporary access to your data. Once the remote maintenance session is over, your data can no longer be accessed by the customer service representative.
What happens to the data I transfer?
If remote access is to be used, we obtain your consent in advance. The transmitted data is processed for the purpose of providing our services and conducting anonymised data analyses to continuously improve our offerings. For additional information, please refer to the conditions of use and the privacy policy.