Xfinity Home app adding Zen

@XfinityPaula​ I purchased the thermostats at my local Xfinity store and was assured that they would work. I still do not see them listen on the Xfinity Home app. The only 2 thermostats listed are ecobee and carrier. 

@user_1376c3​ the thermostats work. I’ve had them installed professionally. What they can’t do it connect to be used as a smart thermostat because of the Xfinity home app issues. 

Thank you for providing the additional information this morning! Have you tried the steps Paula mentioned about adding the thermostats through the touchscreen as well? 

@XfinityBecker​ yes. I’m only using the Xfinity Home app. When I’m in the app and click “add device” the Zen Thermostat does not appear on the list. 
my list shows:

xfinity camera

August Smartlock

Carrier Cor Thermostat

ecobee smart thermostat

Lifx

Philips Hue

there are no other choices. Is it a bug in the app or do you no longer support Zen. Should I return them?

@XfinityBecker​ I have a screenshot if needed

You can add a screenshot, that is always helpful! Since you are having trouble getting the device to load on the app, I need to confirm you have completed the following?

• Zen-01-W Thermostat

1. Check both boxes displayed to confirm that your Zen is installed and working properly, and then tap Pair Device.
   
2. Remove the Thermostat display from the wall by gently pulling on the display until the magnets release, and then press Continue.
3. Press the Network button on the back of the Thermostat five times, and then tap Continue.
   
4. The app searches for your Thermostat and installs any required firmware updates. When prompted, tap Continue.
5. Enter a name for your Thermostat, and then tap Continue.
   
6. Place the display back on the wall mount, and tap Continue.
   
7. Congratulations! You've successfully paired your Zen Thermostat to your Xfinity Home system. Tap Continue to go to the Overview screen, from which you can now control your Thermostat.

No. I’ve not done that because the option pair still doesn’t appear in the Xfinity Home app. Again… this is all that appears in my “add a device” section of the Xfinity Home app. 

I understand what you are saying, and based on the screenshot, the device is not listed, because it is not connected. Can you please restart the Zen Thermostat? 

If restarting the Zen Thermostat doesn't resolve a problem, resetting to the factory settings may. Resetting will make it necessary to re-pair the Thermostat.

1. Remove the Thermostat from the wall plate by gently pulling until the magnets holding the corners release.
2. On the back of the Thermostat, press the Config button twenty (20) times. The display will beep five times to confirm the reset.
   
3. Return the Thermostat to the wall plate.
4. Repair the Thermostat from the touchscreen or the Xfinity Home app.

@XfinityBecker​ I do not have the home protection pro. So would it be best if I returned those and got an ecobee instead. That seems to interface with the need of a home protection plan. 

@user_1376c3 The ecobee is showing supported with Xfinity home self-protection.  The link shows these devices as Compatible Thermostats: Carrier Côr, Ecobee, Honeywell. If this is the service you have the ecobee should would fine for your thermostat.