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Troubleshooting - FAQ

Frequently asked questions

New Sensors - Setup Issues

For setting up an R3 sensor see here

Existing Sensors - Connectivity

My app has not show any updated readings for a while. What should I do?
On the main dashboard screen of the app - swipe down to refresh the data. If the last reading date/time was more than 24 hours ago, you may need to check the sensor unit or the network connection. Common causes include:
  • An issue with the WiFi network (router turned off, new network name / password)
  • Low battery on the sensor
  • WiFi credentials cleared / lost
My WiFi sensor is only sending data intermittently, and missing scheduled connections. What should I do?
On the main dashboard screen of the app - check the received signal strength (RSSI) of your TankMate unit (last known connection only). Common causes include:
I have a new router / or WiFi password. How can I get my sensor back online?
See links below for reconnecting a TankMate product to a network:
How often should the TankMate sensor publish a reading?
By default, the sensor will send an updated level reading every 12 hours (2 per day). This can be adjusted in the mobile app under Settings > Sensor / Tank Settings > Reading Frequency. Having more readings per day will increase the accuracy of your daily water usage calculations, but will reduce battery life.
How do I connect the TankMate to a second / new phone?
The TankMate unit maintains a connection with your WiFi network to be able to upload data - there is no direct link to any phone.
Any phone or web browser can log in and see the tank data, provided you are using the same TankMate login details (email + password). You do not need to create a second account to monitor the sensor on a second phone.
  • NOTE: using SIGN IN WITH APPLE will currently not support multiple phone logins

General Questions

What batteries can be used with a TankMate sensor?
  • 3 x AA Energizer Ultimate Lithium - recommended* (2-3 year battery life with 2 readings per day)
  • 3 x AA alkaline (12 months)
* Battery life estimates in the app are based on this type. If alkaline are used, the estimated battery life remaining will not be very accurate.
Does the sensor need much maintenance?
Very little, other than battery replacements.
For v1 / v2 sensors, It is recommended to clean the sensor probe annually, by rinsing out any silt that has built up from the tank floor. The end cap be be unscrewed to make this easier. (Touching the sensor diaphragm inside the end cap should be avoided.)
Can the unit detect a leak?
Yes. If the "Abnormal Usage Alert" has been enabled in the app (Alerts tab) - the sensor will wake and take a reading every hour. If the level has dropped below the threshold set (under Alerts in the app), an abnormal usage alert will be sent as a pop-up notification.
Slow leaks are harder to detect. The best way to do this is to set the unit to update hourly, and then compare the level readings after a sustained period of inactivity, e.g. 12 midnight through to 6am (or longer if possible).
How much variation should I expect to see between level readings?
Slight variations between level readings of 1-2mm can be expected. While the sensor readings are extremely stable, a small variation in reading height can have a big effect on the volume calculations in litres.
E.g. a 1mm change in reading height on a 25,000L tank represents approximately 10L. Which is only 0.04% of the tank volume!