Below is a list of FAQs to help address any questions you may have with the program.
FAQs
Registration and Program Details
Once you sign-up, you will receive sensors that measure temperature and detect the presence of water. You will also have access to download the Meshify Protect™ app to your smartphone. The app allows you to create your account, activate your sensors and receive alerts.
After you sign up, you'll receive emails with your order confirmation and shipping information.
Receiving alerts when there are signs of a pending problem enables you to address issues quickly. For example, if a sensor detects water, quick notification may allow you time to act and prevent damage or minimize its impact.
It includes features not usually found in other sensing products:
It uses a cellular network instead of Wi-Fi. The cellular network is more secure and doesn't require use of your internet service.
The monitored support is available 24/7/365. Alerts are sent by your method of choice and if severe, your primary location contact will receive an automated phone call. Thes interactive methods are superior to those that rely only on an audible alarm that may not be heard if no one is in the area.
Sensors and Activation
Leak sensors, temp sensors, and optional accessories such as a leak rope or temp probe may be included. These sensors monitor conditions such as water leaks, room temperatures, presence of water and surface pipe temperature. Depending on the program that best aligns to the size and needs of your building, there may also be a gateway that communicates with the sensors and the monitoring team.
The leak and temp sensors are 3.4” wide x 1.3” high. Each sensor is marked with a water icon (leak) or thermometer (temp) icon that is visible on the blue tabs.
The best way to receive guidance on placement and activation is to download the Meshify Protect app. There’s no need to hire an electrician or plumber. If at any point you have difficulty with activation, please call 844-468-1866 or send an email to sensorsupport@hsb.com.
You’ll need to create your account and activate the equipment. Both steps are necessary to receive accurate alerts. Using the Meshify Protect app, is the quickest way to activate your account.
The sensors are battery powered and use a cellular connection so will continue to monitor and transmit data in the event of a power loss. The gateway’s primary power source is a standard power supply. In the event of a power failure, the gateway has a four-hour backup. If there is an outage, you’ll receive an alert letting you know the gateway is using backup. You’ll also receive an alert when power is restored to the gateway.
The sensors can be activated anywhere with active AT&T 4G LTE service. Please view the
coverage map.
The leak sensor and temp sensor are powered by two lithium AA batteries for optimum sensor performance. If battery levels start to run low, you will receive a notification to replace them.
You can. To move the sensors, they’ll need to be reset. Call 844-468-4866 for assistance with this process.
The amount of time needed to activate depends on the number of sensors contained in your kit. The gateway should take about five minutes to activate. The sensors take several minutes each and may be placed once they are connected.
Alerts
No, the monitoring service is automatic. If the sensors detect an alert condition, a notification is sent to you immediately.
The alert temperatures and conditions are pre-set by engineers. Selecting the correct location when installing your sensor determines the alert type. This is an important step especially if you’re placing a sensor in a refrigerator or freezer.
Warning alerts will be sent by the method of communication you indicate for each contact. These alerts indicate there may be an issue that needs attention soon such as a drop in pressure or conditions conducive to mold formation.
Urgent alerts are more severe and will be by the method of communication indicated followed by an automated call to the primary location contact if alerts are not acknowledged and a message will be left at that number if no direct contact is made. These alerts – such as a presence of water or a sustained drop in temperature – require immediate attention.
You may also receive informational alerts about equipment for conditions including gateway power outages or return, gateway is offline, or a low sensor battery or a sensor not transmitting
Be sure that contacts know how to respond in the event of receiving the alert. Contacts can acknowledge they’ve received the alert and are taking action. Also, a phone call will be made to the primary location contact if alerts are not acknowledged and a message will be left at that number if no direct contact is made.
Yes. You can change contacts anytime using mobile app. It's good practice to review your contacts periodically to ensure the information is accurate and encourage contacts to notify you if their information changes.
Mobile App
The Meshify Protect™ app is available at no cost and allows you to activate your sensors and manage your account from your smartphone.
No. Alerts are sent by text, email or phone, depending on your preferences and the severity of the alert.
24/7 Support
Once you’ve signed up for the program, you may call 844-468-1866 or send an email to sensorsupport@hsb.com for answers to your technical questions or for activation guidance.
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