We're sorry your SensorPush device has stopped working. We stand behind our products, and we'll do our best to get things sorted out quickly. Here's what to know.
Try These Quick Checks First
Many sensors that seem to have failed are actually fine and just need a little help. Before you contact us, it's worth a few minutes to try:
- A fresh, good-quality battery, installed facing the right way. See Why is my sensor not working after I changed the battery?
- Re-adding the sensor without deleting it first. Deleting a sensor isn't necessary, and keeping it lets the app reconnect it to its existing history.
- The general troubleshooting steps in My sensor isn't working. Help! or, for a gateway, My gateway is offline / cannot access the internet.
Our Warranty
SensorPush hardware comes with a one-year limited warranty from the date it was delivered to the original buyer. It covers defects in materials and workmanship. Batteries are not covered unless a problem with the device itself caused the battery to fail. You can read the full warranty in our Terms of Service.
Even if your device is past its warranty, please reach out. We always do our best to help.
How to Contact Us
Email support@sensorpush.com and include:
- The model (HT1, HT.w, HTP.xw, TC.x, G1 WiFi Gateway or G2 WiFi Gateway). If you're not sure, a photo of the device is perfect.
- Where you bought it and roughly when. If you bought it on Amazon, your Amazon order number is the most helpful thing you can send.
- What's happening, and what you've already tried.
- Your complete shipping address, including any apartment or suite number.
Sending all of this in your first message lets us skip the back-and-forth and get you back up and running sooner.
What Happens Next
- We'll look at what you've sent and reply within one business day, usually sooner.
- Often we can get a device working again with a few more troubleshooting steps. If we find a hardware problem, we'll explain your options, which depend on the device, its warranty and your situation.
- If you're outside the United States, some options can take longer. We'll let you know the details for your country.
Thank you for your patience, and for using SensorPush!