Connecting Device Accounts in Customer Portal
Last updated: March 18, 2026
The Customer Portal makes it easy to link your existing smart device accounts so you can manage all your devices in one place. This guide walks you through the connection process and how to resolve common issues.
Getting Started
When you open the Customer Portal, you'll see a step-by-step interface for connecting your device accounts. Simply follow the prompts and sign in to your device provider accounts when asked. Where available, the portal uses each manufacturer's secure login flow, so your credentials are handled safely.
How to Connect a Device Account
Open the Customer Portal and click "Connect a new account".
Select your device brand from the list of supported providers. If you have devices from multiple brands, you can add them one at a time.
Sign in to your device account. A login window will open for your chosen provider — enter the credentials you use for that manufacturer's app or website (for example, your August account email and password, not your portal login).
Authorize the connection. You may be prompted to grant the portal permission to access your devices. Confirm when asked.
Wait for your devices to appear. Once connected, your devices should show up automatically within a few moments. Some providers may take a minute or two to sync.
Repeat for additional accounts. If you have devices from another brand, go back to the device connection screen and repeat the process for each additional account.
Supported Device Types
You can connect accounts from the following types of devices:
Smart Locks — August, Yale, Schlage, Igloohome, Kwikset, and many more
Thermostats — Ecobee, Honeywell, Google Nest, Sensi, SmartThings, and others
Access Control Systems — Salto, Assa Abloy Visionline, Dormakaba, and others
For the full list of supported brands, visit seam.co/supported-devices-and-systems.
Multi-Account Support
You're not limited to one brand. If you use Yale locks at some properties and Schlage at others, you can connect both accounts in a single session. Just continue through the connect flow to add each account.
Troubleshooting Common Connection Issues
"Account Already Connected Elsewhere"
This usually means your device account is already linked to another platform or a previous Customer Portal setup. Even if the connection appears to succeed, your devices won't appear until the account is fully disconnected from the other platform.
What to do: Log in to the previous platform and fully disconnect or unlink your device account there, then try connecting again in the Customer Portal. This most commonly affects Assa Abloy Visionline, Igloohome, and Schlage accounts.
If you're sure the account isn't connected elsewhere, double-check that devices are actually registered to that manufacturer account, then wait a few minutes and refresh — some manufacturers have a short processing delay.
Connection Succeeds but No Devices Appear
Verify the customer's manufacturer account actually has devices registered to it
Check that the account isn't connected elsewhere (see above)
Some manufacturers have processing delays — wait a few minutes and refresh
OAuth Flow Fails or Times Out
Ensure the customer is using the correct credentials for their device provider account (not your platform's credentials)
Some providers require the customer to have completed setup through the provider's own app first
Try again in a standard (non-incognito) browser window, as third-party cookie restrictions can interfere
The login window froze, failed, or timed out
A few things to check:
Make sure you're entering your device provider credentials (e.g., your August or Ecobee account login) — not your Customer Portal login.
If you haven't used the manufacturer's app before, you may need to complete the initial device setup there first before connecting through the Customer Portal.
Try again in a regular browser window rather than incognito or private mode, as certain browser privacy settings can interfere with the login process.