Below is a list of FAQs to help address any questions you may have with the program.
FAQs
About the Program
You’ll receive a kit with three sensors. These sensors are designed to detect water and monitor room temperature. All equipment is designed for easy activation.
The sensor system has features not usually found in off-the-shelf systems:
- It uses the cellular network, not Wi-Fi. It’s more secure and doesn’t require use of your internet service.
- The system comes with monitored support 24/7/365. The alerts are sent via App notification, SMS and email. If severe, and no one responds to the initial notification, a phone call is triggered. Many off-the-shelf systems rely on an audible alarm that may not be heard if no one is in the area.
Sensors and Activation
The sensors are designed to be easily activated by you. In general, sensors should be placed on the floor near places where water leaks may occur such as near sump pumps, water heaters, in bathrooms, or under sinks.
The sensors come with simple instructions for activating the sensors and setting up the system. If you run into an issue, call the Sensor Support Team at (844) 468-1866 and a technical specialist will help you through the process.
The sensors are approximately 2.25 x 2.25 x 1 inches.
The sensors are battery powered. They use a cellular connection, so they will continue to monitor and transmit in the event of a power loss.
The sensors run on a CR123A battery, that can be purchased in most major retailers and online. If a battery fails, it can easily be replaced by you. The battery may last up to three years, but the frequency and number of alerts, as well as signal strength at the installed location, can significantly impact battery life. You will receive an alert message when the battery level is low so you know when to change it.
The monitoring service is automatic and vigilant. If the sensors detect water or a dangerously low temperature, you’ll receive a prompt alert. You can check the Meshify Protect™app at any time to check your sensor status.
If a sensor goes offline, you should receive an App notification, SMS text and email. The sensor should be rebooted by removing the battery.
To remove the battery and reboot the sensor, gently remove the top of the sensor and take out the battery. Wait at least 10 seconds before reinserting the battery. An orange light will display while connecting. This may take up to one minute. When the sensor connects, you will hear an audible signal, and the light will turn green for 5 seconds. If you don't hear an audbile sound or your light doesn't turn green, please call the Sensor Support Team for assistance.
Try moving the sensor to an alternate area of concern:
- If the sensor is on one side of the property, move the sensor to the opposite side of your property (e.g. east side to west side)
- If the sensor is currently in an interior area, move the sensor to an area near a window or an exterior wall
- If the sensor is currently near a wall below ground, move the sensor closer to the middle of the floor if possible
You’ll receive reminder texts and/or emails every 5 days for two months if we don’t see your sensors activated after the date your kit is delivered.
Alerts
You will receive an App notification, text and/or email, letting you know about the issue. If conditions are severe, and no one responds to the initial notification, the Sensor Support team will call you directly. Once you receive the alert, please review the information and take appropriate action as soon as possible to remedy the situation.
The alerts are sent to you and those you have designated on the contact list. Phone calls, which are used for severe alerts, are made to the primary contact if no one responds to the initial notification. If contact is not made, the Sensor Support team will continue to call the designated contact list (based on order of priority) until contact is made. Messages will be left if no contact is made and the Sensor Support team will continue their attempts to make contact.
The alert will identify the location of the sensor and the issue being reported. For water events, there will also be an audible alarm from the sensor.
After being notified of an urgent condition, review the information in the notification and take appropriate action as necessary to remedy the situation.
The alert simply makes you aware of a risk condition that may need attention. For water issues, contacting your building supervisor or local plumber is recommended. For temperature issues, contacting your building supervisor or local Heating, Ventilation, and Air Conditioning person is recommended.
You can make changes to your alert contacts in the Meshify Protect™ app or portal.
Online portal and mobile app
The online portal allows you to maintain your contacts, check connectivity, view battery levels, and view sensor readings.
Use the code found on the inside lid of any one of the sensor boxes to log into
www.Meshify.com/activate to access all of the sensors on your account. This only needs to be done once to get access. The portal is optimized for Chrome but does support the latest versions of Edge, Safari, and Firefox. Once you complete activation of your sensors, you will be asked to update your password to continue accessing your account on the portal.
The Meshify Protect™ app allows you to create your account, activate and monitor your sensors from your smartphone. Go to the App Store® or Google Play™ and download the free Meshify Protect™ app. If you are using the app to activate your sensors, register and then follow the step-by-step instructions to activate the sensors. Contact the Sensor Support team if you need assistance.
You do not need the mobile app to receive alerts. Alerts are sent via email, text or phone call depending on your preference and the severity of the alert.
Alert Types
Depending on where you place your sensors for monitoring, you may receive alerts for a variety of reasons.
- Warning alerts, sent via App notification, SMS text and email, indicate there may be an issue that needs attention and may include:
- Low temperature: the sensors detect a drop in indoor temperature
- High temperature: the indoor temperature is starting to rise
- Urgent alerts are more severe and will be sent via App notification, SMS text and email followed by a phone call from the Sensor Support Team if no one responds to the initial notification. These alerts require immediate attention.
- Water: water has been detected
- Low temperature: the sensors have detected a significant and sustained drop in indoor temperature
- High temperature: the indoor temperature is critically high and can damage equipment
- Informational alerts or installation reminders :
- Battery levels are low or depleted
- Installation reminders
- Equipment delivered, but not set up
- Activation process started, but not completed
Other Questions
Email PHLY Risk Management at 800.873.4552 ext. 4 or phlysense@phly.com.
This is your technical and customer service team. They will receive the sensor data from your sensors and alert you if they detect a potential risk.
You can contact them at (844) 468-1866 if you have issues with your sensor system or need help with activation.
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