Remote access issues with Nabu Casa (works only on local network)

Installation
1

Hi everyone, I hope you can help me.

I’m currently experiencing a problem with remote access through Home Assistant Cloud (Nabu Casa). In Settings > Home Assistant Cloud, the remote access switch is turned on, and the remote URL is properly displayed (https://xxxxx.ui.nabu.casa).

The issue is:

When I’m connected to my home WiFi network, I can access Home Assistant through the Nabu Casa URL with no issues.

However, when I disconnect from my WiFi (using mobile data or connecting from an external network), remote access does not work. I get an error saying it’s unable to connect to Home Assistant.

What I’ve already tried:

Turning remote access off and on again.

Signing out from Home Assistant Cloud and signing back in.

Restarting Home Assistant and my router.

Confirmed that Home Assistant is working fine locally using the local IP (http://local-ip:8123).

My ISP is Izzi (Mexico), in case that’s relevant.

I would appreciate any help from someone who may have experienced this issue or has any suggestions to solve it.

Thanks in advance!

2

Nabu Casa is a paid service and has a support ticket system. Work through the advice here: Support and if you can’t get it working open a ticket.

3

Thanks for the response and my apologies if this topic has already been covered or if it’s more appropriate to open a ticket directly with Nabu Casa. I will review the link you provided and follow the recommended steps. If the issue persists after that, I’ll go ahead and open a ticket with the Nabu Casa support team.

I really appreciate your time and the help from the community. Thanks again!