Unable to add garage door device to MyQ app

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  • Updated 4 years ago
While stepping through the add device prompts in the app, I'm asked to press the learn button on the opener.  At this point, nothing happens except for a spinning wheel on the app.  My only option is to cancel.

The hub is connected to the internet and I was able to successfully program the hub to control my door.  But how do I get the door opener added to the MyQ app?
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screed

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Posted 4 years ago

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MyQ Community Manager, Official Rep

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Apologies for the delay @screed. What is the make and model of your opener? Once the brand of opener is selected, the app will go through the learn process to add an opener and may take some time. 
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screed

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For anyone else that may be having the same problem, I had to speak to an engineer to get a solution to this.  The problem turned out to be that the opener incorrectly registered itself as a MyQ internet gateway instead of a MyQ garage.  I was told that there was nothing I could have done to get it to work properly.  They had to correct the registration of the device on their end.

While the front line support team really didn't understand the device, the engineer I spoke to was EXTREMELY helpful.  I had to schedule a time and they had to call me.  But it was well worth it.  I'm now a very satisfied customer!
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Mike McLeroy

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screed, glad you got your problem fixed  Sounds like I'm having the same issue  Can you tell me how you got to talk to an engineer? Did you do it thru the front line techs?
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screed

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Yes.  I spoke to 3 front line techs before the final tech (who was new) realized that they hadn't been given all the information necessary to fix my problem.  She set up the call back from the engineer for the next day.  Of course, the front line may have the information they need now.  

Ask them if they can confirm that your account shows that a MyQ garage has been registered and not a MyQ Internet Gateway.