Frequently Asked Questions
Can Atios plan and pre-program my KNX project?
Yes. We supply all KNX devices pre-programmed according to your electrical plans; your local electrician installs them and we commission remotely or on site.
Does the KNX Universal8 measure current?
No. To monitor consumption, add a KNX energy meter or use an actuator with current detection.
My KNX relay clicks but the light doesn't turn on. Is KNX broken?
No. If the relay clicks, KNX works; the fault is in the wiring after the actuator, often a loose contact. Have your electrician check it.
These questions are the same on every Atios device FAQ page.
Matter & Apps
What is Matter?
Matter is an open smart home standard that lets all Matter-certified devices work together over one protocol. Apple, Google, Amazon, Samsung and Philips back it, and it works with Apple Home, Google Home, Samsung SmartThings and Alexa, so you can choose your platform.
What's the difference between a Matter controller and a Matter bridge?
Matter controller: manages Matter devices, provides user interfaces, and executes automations and scenes. Controllers are typically platform-specific (e.g. Apple HomePod works with Apple Home, Google Nest Hub works with Google Home).
Matter bridge: translates other systems and protocols (for example Zigbee or Z-Wave) into Matter, making those devices accessible to controllers. A bridge does not provide a user interface or control function on its own.
Atios devices that connect to Matter act as Matter bridges. You also need a Matter controller (HomePod, Nest Hub, Echo, etc.) from your chosen ecosystem.
Note: Some products can be both a controller and a bridge simultaneously.
Is there an Atios app?
No. Atios devices work with existing apps such as Apple Home, Google Home, Alexa, SmartThings and Home Assistant.
Do I need a HomePod or Apple TV?
Not for local control from your iPhone. You need one for remote access, automations and sharing the home with others.
Do I need a hub for Google Home?
Yes, Google Home needs a Matter-capable Nest device to add and control Matter devices.
Does it work with Homey and SmartThings?
Yes. SmartThings and Homey Pro are both Matter controllers, so you pair the Atios device with Matter.
Do I need a Thread Border Router?
No. Atios devices connect to Matter through your home network, not through Thread. You only need a Matter-compatible hub (HomePod, Google Nest, Echo, etc.).
How do I use Apple Home and Google Home at the same time?
Pair with the first app via Matter, then use its 'pair another app' function to get a new code for the second app. Do not scan the original QR code again. Matter's multi-admin feature lets one Atios device work in several apps at the same time. Each app keeps its own automations and scenes, which do not sync between the apps.
Can one device serve two apartments as separate homes?
No. One unit is one Matter bridge, and every home or app you pair it with sees all of its accessories. Two separate apartments need two units.
The QR code is not accepted. What can I do?
Enter the numeric pairing code from the Web Interface manually. If the device was paired before, reset the pairing first.
Google Home says 'Unable to add bridge'. What should I check?
Make sure you have a Matter-capable Google hub, the device rebooted less than 15 minutes ago, and your phone and the device are in the same subnet without blocked mDNS. Update the device to the latest firmware first.
Firmware & Troubleshooting
How do I report a bug or request a feature?
Send bugs to the support mailbox and post feature ideas on the Atios subreddit.
Privacy & Security
What data is sent to Atios?
Only connection data such as IP address, serial number and firmware version at reboot and update checks. No usage or home data, and the device works if blocked from the internet. The connection data is encrypted and never shared. Go to our Privacy Policy for details.
Pricing & Warranty
Do I have to pay monthly fees?
No. There are no subscription or monthly fees of any kind.
Are firmware updates free?
Yes. All software and firmware updates are free of charge.
Do I get a warranty?
Yes. All Atios products come with a 3-year warranty. Within this period, the item will be repaired, replaced, or credited according to our terms and conditions. Please contact us to claim your warranty.
My device arrived damaged. What should I do?
Send photos and the serial number to support. Atios offers a replacement, repair or partial refund.
How do I return a product?
You can return products within 100 days. Contact support with your order number and we send you the correct return address (EU or Switzerland). After we receive and check the device, the refund is issued to your original payment method, usually within two weeks.
Why does the shop show a higher price than I expected?
The Swiss shop shows prices including Swiss VAT. When you enter a delivery address outside Switzerland at checkout, Swiss VAT is removed and the correct price for your country is applied.
Are project prices available?
Yes, volume pricing applies for multi-unit projects; contact Atios with unit count and a sample room list.
Ordering & Shipping
How fast do you ship?
Products in stock ship within 1-2 working days after payment, with tracking by email. EU orders ship from Germany, others from Switzerland.
Do you ship outside Europe, and who pays duties?
Yes, we ship worldwide, usually by UPS with tracking. Import duties, tariffs and local taxes are charged by the carrier or customs in your country and are paid by the recipient. We cannot predict the exact amount, as it depends on your country's rules.
Will I pay customs or import VAT when ordering from the EU?
EU orders are shipped from our warehouse in Germany, so there are no customs formalities or import VAT on delivery. Only shipments sent from Switzerland are charged import VAT and a handling fee by the courier. If you are unsure where your order ships from, contact us before ordering.
I have an EU VAT ID. Can I buy without VAT?
Yes. Business customers with a valid EU VAT ID can be invoiced under the reverse-charge procedure and account for VAT in their own country. Enter your VAT ID at checkout or ask us for an invoice; German business customers receive an invoice with German VAT.
Which HS code should I use for customs?
Contact us for the HS code of each product and for a commercial invoice if your customs broker needs one.
My parcel is held at customs. What should I do?
Forward the carrier's or customs office's message to support so we can supply the required documents directly. Most holds are resolved by providing invoice details or a product description.
Can I buy through my electrical wholesaler?
Yes, our products are listed at several electrical wholesalers. If yours does not stock them yet, order directly from us and we can deliver to your wholesaler or to site.
Partners & Resellers
Is there an installer near me who knows Atios products?
Contact us with your location and project details and we connect you with a partner or distributor in your area. Where we have no partner yet, any qualified electrician can install our products, and we support them remotely.
Does Atios install or commission systems itself?
We offer remote commissioning via screen sharing for a flat fee or hourly rate, and for larger projects we can come on site or work with partner installers.
Why must I buy through a local distributor in my country?
In some countries we work with an exclusive distributor who handles sales, stock and local support. They can also help you find a certified integrator.
Do you have installer or integrator pricing?
Yes. Professionals get a discounted first sample via a voucher in our shop, volume discounts from 3 and 10 units, and project pricing for larger orders. Contact us with your company details to receive your terms.
Can I get a free demo unit?
We don't offer free or loan units, but professionals can buy a sample with a discount voucher and return it for a full refund within the return period if it is not a fit.
Is there a B2B portal?
Partners order by email with a pro forma invoice. Contact us for partner access.
How can my company become an Atios distributor?
Contact us with your country, your current product portfolio and expected volumes. We first check whether an existing partner covers your territory, then usually start with a discounted sample and a call about cooperation.
Do distributors get exclusivity?
Exclusivity is granted case by case depending on market commitment and volumes. In several countries we work non-exclusively with multiple partners.
Where can partners get flyers and product data?
Partners get access to a shared marketing folder with current flyers, datasheets and product images. Digital flyers can be localized with your logo; printed flyers can ship with your order.
How do I list Atios products at my wholesaler?
Send us the wholesaler's article-creation form and we fill in item numbers, EANs, images and datasheets so the products can be listed.