FAQ and troubleshooting.

The sensor reads the flashing pulse light on the front of your meter. If your meter has that light and shows an imp/kWh rating beside it, it's very likely to work.

Any meter with a pulse light works. If you're not sure yours has one, send a clear photo of the whole meter to support and we'll tell you.

It needs Wi-Fi with internet to send readings to MeterWatch. If the Wi-Fi drops, the sensor keeps counting and stores its pulse count. It sends the count when the connection returns.

Live readings in the app pause while the Wi-Fi is down.

Yes. Any Wi-Fi network with internet access works, including a MiFi router or a phone hotspot. You can also buy a 4G LTE MiFi with the sensor in the shop.

A phone hotspot only works while the phone is on, nearby and has data. For a permanent installation, use a router or MiFi that stays on.

The sensor sends small readings. It uses about 100 MB a month, far less than streaming or browsing.

We don't supply a SIM with the MiFi. You provide your own SIM and data.

Your meter keeps counting either way. Its own reading is always the true total.

Internet outage: the sensor stores its pulse count and sends it when the connection returns.

Power cut: the sensor keeps its last count when it's switched off, and carries on from there when power returns. While it has no power, it can't see the meter's flashes.

Yes. The sensor stores its latest pulse count and sends it after it reconnects, so your total catches up. Check the meter's own display if you want to compare totals after an outage.

Yes. Sign in to the MeterWatch Android app or the website from anywhere. You see the last reading the sensor sent. If the sensor is offline, the app shows when it last reported.

It calculates an estimate. The sensor measures your usage. It can't read the units left on your prepaid meter.

To get a balance, enter the units shown on your meter in the app. MeterWatch then counts down from that number using the sensor's measured usage. Enter the units again from time to time to keep it accurate, and always after you buy tokens.

Without a sensor, the balance is an estimate from your token purchases and average daily use.

No. The sensor only reads the meter. Buy and load tokens the way you do now.

Multiple meters: Yes. Each meter needs its own sensor and its own plan.

Sharing: Not at the moment. A meter is tied to the verified user who added it, and a sensor is tied to the user who bought it.

Yes. The sensor is a one-off purchase. Live readings need the Live ($5 a month) or Intelligence ($8 a month) plan, each with a 6-month minimum. The Tokens plan ($2 a month) doesn't use a sensor. See the Plans page for current prices.

When a paid plan ends:

1. It keeps working for 7 more days. You get payment reminders.
2. After that, the plan locks. Live data, balance and alerts stop.
3. The sensor keeps recording. When you pay, your history is there again.

No. The sensor attaches to the outside of the meter, over the pulse light. Never open the meter or remove its seals.

1. Check that the main unit has power and its light is on.
2. Check that the sensor head sits flat and centred over the pulse light, and hasn't slipped.
3. Switch on a large appliance. The pulse light should flash faster.
4. Confirm the sensor is linked to the right meter on the Meters page.
5. Confirm your plan includes a sensor. If it has expired, live data stops until you renew.

1. Check that your router or MiFi is on and has internet. Open a website on your phone.
2. Restart the router, then unplug the main unit and plug it back in.
3. Check the signal beside the meter. If it's weak, move the router closer or add a MiFi.
4. If you changed your Wi-Fi name or password, see "I changed my Wi-Fi".

1. Check the imp/kWh number printed on your meter. MeterWatch uses it to convert flashes into kWh, so a wrong value gives wrong totals.
2. Look at the sensor head. If it has moved or catches light from outside, readings can be too high or too low.
3. Compare with the meter's own display over the same period. Send us both numbers.
4. Remember that the balance is calculated. Enter the units shown on your meter to correct it.

A very large, flat reading that doesn't change can mean the sensor head is faulty or misaligned. Send us a photo.

Your sensor was set up with your Wi-Fi name and password before delivery. If you change your router, Wi-Fi name or password, the sensor can't connect until it's updated. We update it for you. Contact us with your sensor ID and the new Wi-Fi name and password.

Until it's reconnected, the sensor stores its pulse count and sends it when it's back online. You don't need to link it to your account again.