Internal: Mysa Central HVAC Matter screen says no Mysa Central found after eligibility

Audience: Internal (CX Agents Only)

Use this when a customer has Mysa Smart Thermostat for Central HVAC with a Matter-eligible app and firmware version, but the Mysa app Home Assistants screen still says no Mysa Central device is found.

Reusable symptom

• The customer received Matter availability or appears to meet the version requirements.

• The thermostat is online and otherwise visible in the Mysa app.

• The Home Assistants or Matter setup screen does not show an eligible Mysa Central HVAC device.

What may be happening

If eligibility checks are correct but the device has not become Matter-ready, backend provisioning may not have completed. One known failure mode is a temporary CSR/DAC provisioning rate limit from the Matter credential provider. In that state, the device can be eligible but still lack the Matter credentials needed for commissioning, so the app cannot present it for pairing.

Customer-safe next step

Ask the customer to try Matter setup again later. A retry may succeed once provisioning is no longer rate-limited. If the device still does not appear, escalate with the device model, firmware version, app version, and a request to verify Matter provisioning status. Do not send internal credential, DAC/PAI, batch, or vendor-rate-limit details verbatim to the customer.

Do not confuse this with HomeKit pairing

Mysa Smart Thermostat for Central HVAC uses Matter for Apple Home, Google Home, and Alexa integrations. Do not provide an unrelated HomeKit PIN for this product. The customer should use the Matter setup code shown by the Mysa app once the device is Matter-ready.