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Addressing a Water Leak Alert

When a leak is detected by a Water Sensor, it’s important to inspect the sensor condition, the area where the sensor was monitoring, and confirm all hardware is working properly.

IMPORTANT NOTE:

We recommend carrying an add-on Water Sensor and Water Riser to service visits with a suspected water leak or drain line blockage in case the sensor has been damaged by significant water exposure.


SECTION 1:  Inspect and Resolve the Leak

  1. Check the Water Sensor location for a leak or signs of a previous leak.  Address the source of the water if found. 

Note:  Water Sensors are sensitive water detection devices.  If a leak is not actively present, check for signs of water that has dried or drained away.  Additionally, ensure there is no rust or debris under the sensor that could create an electrical path and cause a false reading.

  • If no water is present, the alert may have been triggered by condensation or minimal overflow from a primary condensate line that is slowly draining.  Installing a Water Riser will help prevent this type of sensitive detection in the future.
  • Take a photo of the general area and a close-up photo of where the sensor was placed.

SECTION 2:  Inspect and Prepare the Water Sensor

  1. Remove the battery cover and batteries
    • Identify the textured area of the battery cover in front of the sensor.
       
  • Place your thumb on the textured area and gently push up to slide the cover off.

  • Remove the old batteries.
     

2.   Inspect the Sensor
    1. Check the battery compartment (especially around the battery contacts) for any corrosion, oxidization, or any sign of moisture.  

       

  • Take a photo of the battery compartment (showing the battery contacts).
b.      Check the probes on the back of the Water Sensor and clean off any dirt or debris.

  • Take a photo of the back of the Water Sensor. 


c.     If damage is observed (such as any rusting, corrosion, or any water residue on or in the sensor), skip to SECTION 4 for sensor replacement instructions.  If not, proceed to the next step: SECTION 2, Step 3.

3.    Replace the batteries

 

IMPORTANT NOTE:

ALWAYS REPLACE THE SENSOR BATTERIES WHEN ADDRESSING A WATER LEAK NOTIFICATION

A.    Install a new set of batteries into the device, making sure to match the marked polarity.

B.   When installed correctly, the sensor light will flash blue. 
    1. If the sensor light flashes blue, reinstall the sensor cover and skip to the next section: SECTION 3.
    2. If the sensor light does not flash blue with new batteries, a replacement sensor will be required. Gather one from your inventory and continue to the next step: SECTION 2, Step 4.

Note: The app will reflect the full battery status in the Devices section within two hours. 


4.    Water Sensor Replacement
    1. Gather the replacement Water Sensor so that it is near the Hub.
    2. Open the SmartAC.com PRO app.
      1. Locate the homeowner’s account by searching their name or address in the Map tab. 
      2. Select “Open Property Details” then the “Service Property” button and follow the “Install Water Sensor” prompts.
      3. When given the option to name the sensor, please label it: “Water Sensor Replacement” or, if necessary, “Water Sensor Replacement 2”, etc. 
        1. Notify the SmartAC.com Support Team of the replacement and inform the customer that the old sensor will be removed from their list of devices within 24 hours.



SECTION 3:   Install a Water Riser

IMPORTANT NOTE:

ALL WATER SENSORS INSTALLED IN DRAIN PANS SHOULD UTILIZE A WATER RISER

  1. The Water Sensor uses magnets to couple with the Water Riser.  Simply join the Water Sensor and Water Riser as shown in the diagram.

Note: A Water Riser can be reused, even if fully submerged in water, unless there are clear signs of damage.  



SECTION 4:   Place the Water Sensor and Clear the Alerts

  1. Place the Water Sensor 
    1. Return the combined sensor and riser to the previous location.

IMPORTANT NOTE:

DO NOT PLACE THE WATER SENSOR WHERE WATER CAN DRIP DIRECTLY ONTO THE SENSOR DEVICE (FOR INSTANCE, BELOW A WATER HEATER OR PIPES).  WATER CAN ENTER THE BATTERY HOUSING AND DAMAGE THE DEVICE.


2.   Clearing the Alert
    1. If the member has not done so, walk them through clearing the alert in the SmartAC.com app:
      1. Open the SmartAC.com app. 
      2. Tap on the Leak Detected button on the home screen.
      3. On the next screen, there are three options:
        1. If there was a leak you addressed when you arrived, select I resolved the leak and then select Ok, clear water leak alert.
        2. If no work was required because the alert was from condensation or another source, select I don’t see a leak, then Ok, clear alert on the pop-up screen. 

3.    Email SmartAC.com
    1. Send all photos taken to support@smartAC.com.  Be sure to specify the Member name and the location of the sensor. 


Should you have any questions during setup, please contact our Support Team at 833-SMART-AC (1-833-762-7822)

 or 

support@smartac.com