FAQ

frequently asked questions (faq) general questions q what should i do if i cannot log in to hydrolink online? a first, check that you are using the correct email address and password if you have forgotten your password, click "don't remember your password?" on the login page to receive a password reset link if problems persist, contact your service provider q how often is consumption data updated? a water meter readings are typically updated every 24 hours the exact update time depends on the system configuration and meter model q what is the difference between hydrolink online and hydrolink premium? a hydrolink online is the basic service providing consumption monitoring and reporting hydrolink premium includes advanced alert features with sms notifications, leak detection and priority alert management alerts and notifications q i received an alert notification by email what should i do? a log in to hydrolink online and check the property view for detailed information about the alert the alert type will indicate the required action for urgent alerts (leaks), take immediate action for maintenance alerts (low battery, connection issues), schedule appropriate maintenance q why am i not receiving alert emails? a verify that the correct email address is entered in "housing company information" → "fault notifications" section check your spam folder ensure sms phone numbers are entered correctly for premium users (without the + sign before country code) q can alerts be sent to multiple email addresses? a yes, multiple email addresses can be added by separating them with semicolons (e g , email1\@example com mailto\ email1\@example com ; email2\@example com mailto\ email2\@example com ) q what is the difference between a connection alert and other meter alerts? a a connection alert indicates the meter has not communicated with the system for 48 hours this is a communication issue, not necessarily a meter malfunction check if there are network interference issues or contact your service provider for assistance consumption data and reporting q how do i download consumption data for invoicing purposes? a go to "consumption report," select the desired date range, choose your invoicing software format from the dropdown menu, and click "download report " if your invoicing software is not listed, contact your service provider q can residents see their own consumption data? a yes, but this requires hydrolink premium subscription this way you can create resident accounts go to "resident accounts," enter the resident's email address, select their move in date, and save they will receive login credentials to access their apartment's consumption data q why does the consumption graph show no data for certain periods? a this may occur if the meter experienced a communication interruption, the meter was not yet installed, or there was a system maintenance period check the meter's connection status and alert history q how can i generate invoices from the system? a this feature is available only with hydrolink premium first, complete all invoicing settings in "premium settings" → "invoicing settings " then go to "consumption report," select the invoicing period, choose "invoices (pdf, zip)" format, and download review all invoices before sending to residents user account management q how do i add a new property manager to the system? a go to "housing company information" → "property managers," enter the new user's email, first name, and last name, select the appropriate user level, click "add user," and then "save " the new user will receive login credentials via email q can i have multiple primary property managers? a no, each housing company can have only one primary property manager who serves as the official representative to transfer this responsibility, contact your service provider q what access level should i assign to different users? a primary property manager full access, official representative (only one per housing company) manager can manage settings, users, and data but is not the official representative viewer read only access to consumption data and reports q a property manager has left our housing company how do i remove their access? a go to "housing company information" → "property managers," click the trash bin symbol next to their name, and click "save " resident accounts q a resident forgot their password how can they reset it? a you can generate a new password for them go to "resident accounts," find the apartment, and click "create new password" next to their email address they will receive the new password via email q can two residents in the same apartment have separate accounts? a yes, up to two resident accounts can be created for each apartment q a resident moved out what should i do with their account? a it is essential to remove the old resident's account to prevent them from accessing the new resident's consumption data go to "resident accounts," click the trash bin symbol next to their email address, and click "save " q can i create resident accounts in bulk? a yes, using the csv file method download the resident list, add email addresses and move in dates, upload the modified file, review the changes, and save this is much faster for properties with many apartments smoke alarms q the smoke alarm shows a "low battery" alert can i replace the battery? a no, batteries in battery operated hydrolink smoke alarms cannot be replaced the entire smoke alarm unit must be replaced when the low battery alert activates q how do i clean a smoke alarm? a use a lightly damp cloth for external dirt remove dust and lint with an antistatic duster or vacuum cleaner never use aerosols, cleaning agents, water, or paint on smoke alarms q the smoke alarm triggered during cooking is this normal? a yes, smoke alarms can be triggered by cooking steam, aerosols, or dust this is expected behavior the primary alert is the local siren; the system notification is for monitoring purposes q what does "connection alert" mean for a smoke alarm? a the smoke alarm has not communicated with the system for 48 hours the alarm itself continues to function locally, but the system cannot monitor its status check for communication issues or contact your service provider premium features q how do i enable sms alerts for leaks? a this requires hydrolink premium go to "premium settings" → "hydrolink premium alert settings" and enter mobile phone numbers without the + sign (e g , 358401234567) press enter after each number ensure leak alert is marked as "important" in alert priority settings q can i customize which alerts trigger sms notifications? a yes, premium users can set alert priorities in "premium settings" → "property specific alert settings " alerts marked as "important" will trigger sms notifications q how do i set up automatic consumption report emails? a go to "housing company information" → "reporting," check "send consumption data automatically by email," enter the recipient's email address, select the report format compatible with your billing software, set the first report date and sending interval, and save technical issues q consumption data seems incorrect or unusually high what should i check? a first, verify there are no active leak alerts check if the meter has a backflow or overflow alert review the consumption graph for the period to identify when unusual consumption began contact the resident to confirm no leaks or fixture issues if problems persist, the meter may need inspection—contact your service provider q the meter shows a "meter stopped" alert but the apartment is occupied a this typically indicates debris has lodged in the meter's impeller wheel if the other meter (hot or cold water) is updating normally, this confirms the resident is present and using water the meter may require cleaning or replacement q what does "backflow" alert mean and how do i fix it? a backflow means water has flowed through the meter in the wrong direction (20+ liters continuously) this can be caused by faulty fixtures, installation errors, or pressure fluctuations in the piping system install check valves at meter connections or locate and fix the faulty fixture note the alert does not auto clear when backflow stops q i see an api key but we didn't order api service what is this? a the api interface is a paid add on service for automatically transferring measurement data to external systems like billing software or building automation if you see an api key but didn't order the service, you can ignore this section contact your service provider for more information contracts and legal q why do i need to sign contracts for hydrolink online? a hydrolink online now operates under a subscription agreement model to ensure gdpr compliance and clearly define service terms the agreements (subscription agreement and data processing agreements) are technical/legal requirements q who must sign the hydrolink online contracts? a the primary property manager signs on behalf of the housing company both the housing company and the property management company must have valid data processing agreements with the service provider q what happens if contracts are not signed? a the service cannot be used without valid signed contracts access may be restricted until contracts are completed support and contact q who do i contact for technical support? a for technical issues, meter problems, api questions, or invoicing software compatibility, contact your service provider q who do i contact for contract or account administration issues? a for contracts, changing primary property manager, or housing company information updates, contact your service provider q is there a phone support number? a contact information is available at the bottom of hydrolink online pages and in communications from your service provider q how often is the user guide updated? a the user guide is updated regularly to reflect new features and changes due to continuous development, some very recent features may not yet be documented check the guide periodically for updates