Troubleshooting
Use this page if something is not working as expected. If you are still stuck after trying these steps, see Getting support.
Common issues
Pick the symptom that matches what you are seeing.
A sensor is not appearing on the dashboard
- Confirm the sensor has fresh batteries and is switched on.
- Move the sensor closer to the hub temporarily to confirm range is not the issue.
- Wait fifteen minutes — new sensors can take a few minutes to appear.
- Check the hub indicator light — if it is offline, fix that first.
- If still missing, note the sensor identifier and contact support.
A sensor stopped reporting
- Check the sensor is still in place and powered.
- Confirm nothing new is blocking signal between the sensor and the hub (for example, a metal trolley or a recently moved fridge).
- Replace batteries if it has been six months or more since the last change.
- Check the hub for that area is online.
A hub shows offline
- Confirm the hub is plugged in and powered.
- Check the network connection (Wi-Fi signal or cable).
- Restart the hub by removing power for ten seconds, then reconnecting.
- If the hub does not come back online, contact support and quote the hub label.
Temperatures look wrong
- Confirm the sensor is in the correct asset.
- Check the sensor is not pressed against a wall, vent, or fan.
- Verify the asset itself is functioning — check the door is closing and the fridge is running.
- Compare the dashboard reading to a reliable manual thermometer if you suspect the sensor is incorrect.
- If readings remain unrealistic, contact support so the sensor can be checked.
Alerts are not arriving
- On the Account page, confirm the people who should be alerted have current details and access to the affected site — alerts only go to team members with site access.
- Check email spam or quarantine folders.
- Confirm mobile numbers for SMS are correct, including the country code.
- Confirm Alerting & reporting is switched on for the affected sensor.
- Trigger a test by temporarily tightening a threshold (and remember to set it back).
Alerts are too noisy
- Review thresholds — they may be too tight for the asset.
- Check sensor placement — sensors near fans or doors can swing more than expected.
- Check whether the asset itself needs servicing.
- If many sensors are alerting at once, the asset or hub may be misbehaving rather than the readings being wrong.
I cannot sign in
- Confirm you are using the email address that received your invitation.
- Use the password reset option if available.
- Check whether your colleague's account works to confirm the issue is account-specific.
- Contact support if you remain locked out.
Reports are missing or look wrong
- Confirm each expected sensor has Alerting & reporting switched on — a sensor with it off records data but is left out of reports. This is the most common cause of an empty report. Open the sensor in Sensors or Alert settings, tick Alerting & reporting, then generate the report again.
- Confirm the reporting period has data for the assets you expected.
- Check whether sensors were offline during the period.
- Compare the report to the dashboard for the same period.
- Contact support if the figures still do not match.
Confirming an "offline" state
The dashboard marks a sensor as stale when it has not been seen for more than about 5 minutes, and as offline after 24 hours without a reading — the same window used for sensor-offline email and mobile push alerts. The last-seen timestamp on the Sensors page tells you exactly when readings stopped — very useful for narrowing down whether the issue is the sensor, the hub, or the local network. The System Health page goes further, showing each hub's Wi-Fi, each sensor's signal, and battery levels in one place.
If the whole site went offline at the same moment, suspect the hub or the venue's internet connection rather than individual sensors.
Still stuck? Skip ahead to support.
A short message with the affected site, asset, and timestamps is usually all we need to start helping.
Contact support Browse the FAQ