Frequently Asked Questions

Frequently Asked Questions

Have any support questions about your LeakSmart product? See some frequently asked questions below.

Snap

Can I test to see if my Snap Valve Controller is working?

Yes, there are a couple different ways to test your valve. First, you can press the open and close button on the top of the Snap. Second, you can tap the open and close toggle switch in the LeakSmart app. Lastly, you can pick the sensor up and flip it over and place a damp cloth on the sensor to simulate a leak. If it starts to beep and notifies you, it is working.

Can I use an extension cord for my Snap?

Yes. But we recommend using LeakSmart low voltage extension cords. Call Customer Service at 855-532-5768 to purchase one.

Can I use my Snap outdoors?

No, Snap Valve Controllers can only be installed indoors. If you have an outdoor water main our Cut-in Valve can be installed with our outdoor enclosure.

How do I attach my Snap to my valve?

First you have to identify which valve you have, whether it’s a ball valve or a gate valve. See step 1 in the Snap Valve Controller instruction manuals

How do I calibrate my snap?

Once the Snap Valve Controller is attached to your valve and supply pipe, press and hold down the open and close buttons for 10 seconds and then release. Your Snap Valve Controller will begin calibrating and will open/close three times.

How do I delete my Snap?

Press and hold the sync button for 10 seconds then release.

How do I find my main water valve?

Your main valve is typically located after your municipal water meter.

How do I know what adapter to use for snap?

In the Snap Valve Controller packaging, there is a ball valve adapter. If you have identified your valve as a gate valve, we offer a gate valve service kit to adapt to a gate valve. Call customer service at 855-532-5768.

How do I know what type of water valve I have?

How do I manually shut off my valve?

You will need to pull up the quick release lever (see step 8 in manual for reference) to access your valve. For gate valve adapter, remove adapter from Snap Valve Controller body and manually place on top of gate valve stem to drive open/close.

How do I pair my Snap?

You will have to download the LeakSmart app from the Apple App Store or Google Play or compatible Works With LeakSmart smart home platform. Your LeakSmart Hub will need to be setup/activated first before you can pair the LeakSmart Snap. The LeakSmart Snap can be paired but will not open/close until the Snap Valve Controller has been calibrated.

How do I replace my batteries in my Snap?

You will need to open the battery compartment and remove the battery block. Once the batteries are installed, place the battery block back into the compartment.

How is the Snap Valve controller powered?

The valve is powered through a 9V DC Wall Adaptor with (4) AA batteries as temporary power backup in case of power outage.

I paired my Snap but it’s not opening/closing?

You will need to make sure you calibrate your Snap Valve Controller to your valve. Once calibration is complete, you will be able to open/close your valve from the app or manually.

My Snap is losing communication?

First you will want to check the signal strength of your Snap Valve Controller. If you have 1-2 RSSI bars, you might want to consider a range extender or move the LeakSmart Hub to a more central location in your home to accommodate all your devices to get better coverage.

My Snap isn’t calibrating correctly?

You will need to remove the Snap Valve Controller and reposition the Snap Valve Controller to the supply pipe and valve. Reference step 8 in instruction manual for more details.

My Snap isn’t operating correctly?
  1. You will want to verify that you have calibrated your Snap Valve Controller to your valve.
  2. The Snap Valve Controller may need to be reset or recalibrated.

 

My Snap seems loose on the pipe?
  1. You will want to make sure you have tightened the Snap Valve Controller to the supply pipe with the t-handle with sufficient force to limit movement. If the Snap still seems loose, you will want to remove and reposition the Snap Valve Controller to the supply pipe and valve.
  2. It could be that your U-bracket is slipping out of position within the Snap Valve Controller body. Take out the u-bracket and flip it around and reposition the Snap Valve Controller to the supply pipe and valve and tighten the t-handle.
My Snap Valve Controller calibration failed.

You will need to remove the Snap Valve Controller and reposition the Snap Valve Controller to the supply pipe and valve. Reference step 5 in instruction manual for more details.

My Snap Valve Controller isn’t calibrating.

Make sure your Snap Valve Controller is plugged into the nearest 110 volt outlet using the Snap Valve Controller AC power cord. The Snap valve controller will not calibrate on battery power alone.

What orientations can I install the Snap?

The Snap Valve Controller can be installed vertically or horizontally. Not recommended for installation upside down

Why do I have to turn my valve on/off by hand before installation?

You want to check to make sure your valve is able to be turned by hand first. If your valve takes an excessive amount of force to open/close the valve by hand, the valve may be too worn for the Snap Valve Controller to operate correctly. We strongly recommend calling a plumber to have your valve replaced if you cannot open it manually by hand.


Cut-In Valve

Can I test the valve to make sure it’s working?

Yes, there are a couple different ways to test your valve. First, you can press the open and close button on the front of the valve. Second, you can tap the open and close toggle switch in the LeakSmart app. Lastly, you can pick the sensor up and flip it over and place a damp cloth on the sensor to simulate a leak and the valve will shut automatically if it is set on protect mode.

Do I need to manually reset my LeakSmart Valve after it shuts off my main water supply?

You can use the manual open/close buttons on the valve or open/close through the LeakSmart App. You need to make sure that the leak has been resolved (sensor(s) not actively being triggered) before the valve can be manually reopened.

How do I delete a valve?

Press the center button 5 times rapidly and the valve will delete from your system.

How do I know my valve is connected?

Track the connection status of the valve through the LeakSmart App (iOS/Android), which will tell you when the valve is connected. When the valve loses connection, the user will be notified through the App or via configurable SMS/email alerts.

How do I pair my valve?

To pair your valve, tap the “Add Device” button on the home screen and follow the instructions.

How is LeakSmart valve powered?

The valve is powered through a 9V DC Wall Adaptor with (4) AA batteries as temporary power backup in case of power outage.

My main water valve is outside. Can the LeakSmart Valve be installed outside?

Yes, the Cut-in valve can be installed outdoor, but you need to have the outdoor enclosure box is required for outdoor installation.

What orientations can I install my valve?

The Cut-in Valve can be installed vertically or horizontally. Not recommended for installation upside down


Sensors

Can a LeakSmart sensor be reused after they have detected a leak?

The battery compartment of the LeakSmart sensor is waterproof and designed to be reused after detecting a leak.

Can I test the sensor to make sure it’s working?

Through the LeakSmart App, the user can test a paired sensor with “Identify Mode” on the individual sensor’s details page. After pressing the “Identify” button, the paired sensor will beep for 15 seconds, letting the user know it is working properly. You can also trigger a leak on that sensor to see that it is working properly.

Can the sensors also monitor temperature?

Yes, the sensor includes a temperature sensor, but it is not activated when paired with the LeakSmart Hub. The temperature sensing functionality is only available with Wink and Iris.

How are the LeakSmart sensors powered?

The sensors are powered with (3) AAA batteries that are included with purchase.

How do I add another sensor?

To add a sensor to your system, press the “Add Device” button on the home screen of the LeakSmart app and follow the instructions.

How do I delete a sensor?

Delete it from the app- go into the sensors page and press delete sensor. Hold the rest button underneath the battery door for 10 seconds.

How do I know my sensor is connected?

Track the connection status of the sensors through the LeakSmart App (iOS/Android), which will tell you how many sensors are connected. When a sensor loses connection, the user will be notified through the App or via configurable SMS/email alerts.

How do I pair my sensor?

To pair your sensor, tap the “Add Device” button on the home screen and follow the instructions.

How long do the batteries last?

Sensor batteries currently lasts 8 months to 1 year. We have low battery emails and SMS notifications when it is time to change the batteries.

How many sensors can I hook up?

You can connect up to 32 sensors.

How many sensors do I need?

The number of sensors needed varies depending on the size of your home and the areas in your home that you want to monitor. Your LeakSmart system can support up to 32 devices (e.g. 30 sensors + 1 valve + 1 extender).

How should I place my sensor?

Place the sensor with the battery door facing down. We recommend locations around the home that are susceptible to water leaks (e.g. water heater, toilet, etc.)

My sensor discovered a leak. What do I do?

After you take care of the leak, simply dry off your sensor and place in the same location. The sensor will immediately begin monitoring and reporting to you again.

What do the lights and beeps on my sensor indicate?
  1. 3 seconds after powering on the sensor, the sensor will blink rapidly indicating that it is ready to pair. When the sensor pairs to the hub, there will be 5 longer blinks of the LED along with 3 quick beeps.
  2. A low battery warning is indicated by a quick beep every two minutes
  3. Silent blink every minute indicates the sensor is functioning normally.
What happens when water comes into contact with the LeakSmart Sensor?

Water will short the two contact pins on the underside of the sensor resulting in the valve closing (if in “Protect” mode) and /or sending an alert to the user.

What if I want to move the location of a sensor?

After moving the location of the sensor, we triggering a leak in the new location.

Where do I place the sensors?

We recommend placing sensors behind the toilet, under sinks, next to washers and water heaters, or anywhere leaks are susceptible.


Hub 3.0

Are my batteries pre-installed in my hub 3.0?

Yes, the LeakSmart Hub comes pre-installed with a self-charging lithium 18350 Lion battery.

Can I place my hub 3.0 anywhere in my home?

Yes, we recommend you centrally locate the LeakSmart Hub in your home to optimize coverage of all devices.

During the Provisioning Process my hub 3.0 is not showing up in my wifi network list.

Press and Hold the pinhole reset for 10 seconds until it turns purple and then power cycle your Hub using your power switch and then check your network again.

How Do I delete my hub 3.0?

Go into the settings page of your LeakSmart app and tap the “Delete Hub” button.

How do I know that my hub 3.0 is connected?

Track the connection status of the hub through the LeakSmart App (iOS/Android, which will walk you through the hub activation process. The App’s home screen banner will read “System Ok” once the hub has successfully activated. If the hub loses connection, the user will be notified through the App or via configurable SMS/email alerts.

How do I reset my hub 3.0?

Resetting the hub will wipe out all your devices – including the hub. To reset your hub, press and Hold the pinhole reset for 10 seconds or until the LED light turns purple.

My hub 3.0 lost communication?

Power cycle your hub using your on/off switch on the hub.

My LeakSmart Hub 3.0 isn’t activating.
  1. Make sure the LeakSmart Hub is plugged in with the supplied AC power cord.
  2. Hub will not activate on battery power alone.
What do the lights on my hub 3.0 indicate?

What is the expected life of my Hub 3.0 battery life when running on battery back-up?

Up to 5 hours.


Hub 2.0

How do I delete a hub 2.0?

Go into the settings page of your LeakSmart app and tap the “Delete Hub” button.

How do I know that my hub 2.0 is connected?

Track the connection status of the hub through the LeakSmart App (iOS/Android, which will walk you through the hub activation process. The App’s home screen banner will read “System Ok” once the hub has successfully activated. If the hub loses connection, the user will be notified through the App or via configurable SMS/email alerts.

My hub 2.0 is taking a long time to activate.

First check that both your hub (via Ethernet cable) and iOS/Android device have an active internet connection. If stuck in the activation step, please call our Customer Service Department Monday through Friday 8am-5pm EST at 1-855-532-5768.

What do the lights on my hub 2.0 indicate?

Solid red – AC power connected to the hub but no internet connection
Blinking red – Power connected and active internet connection
Double blink green – New hub successfully activated but no devices paired yet
Solid green – New hub successfully activated, and devices paired
Single (slower) blink green – Hub currently in pairing mode for adding sensors/valves

Where do I place my hub 2.0 if I have multiple access points?

If your home has multiple access points (routers), we recommend choosing the one that is located most centrally within the home.

Where should I place my hub 2.0?

The hub requires an available Ethernet port (the provided cable is only 3 ft.). The recommended installation location for the hub is in a central location of the home so that it can have better signal strength to the valve and sensor(s).


APP

How do I change my password?

To change your password, tap the “Settings” button on the home screen of the LeakSmart app. Then tap the “Change Password” button and fill in the fields. Or if logged out, tap on forgot password.

How do I create a LeakSmart account?

Download the most recent LeakSmart App from the iOS App/Android Play store. Make sure that your smart device meets the minimum requirements for iOS/Android version and device support.

How do I delete a Contact?

Swipe all the way left on the contact and it will delete from your contact list.

How do I know my hub has been activated?

Register the hub through the LeakSmart App on your iOS/Android device. Once you create your account, follow the directions in the App. The hub has been successfully activated once the status bar at the top of the App home screen reads “System Ok.”

How do I see more info about my sensor?

Click on a specific sensor to see if its details page. From this additional page, the user can rename, identify a sensor to verify connection, and toggle between shut-off/detect-only/HVAC modes.

How do you add contacts?

In your App go to the alerts tab and click Add Contacts- It will prompt you to fill out a name, email, and phone number. Toggle the alert to on.

There are two LeakSmart Apps in the App Store/ Google Play Store- Which do I use?

If you have the hub 3.0 you will use the white and blue LeakSmart App. And if you have the hub 2.0 you will use the black and white LeakSmart Classic App.

What alerts will I receive?

Email and SMS notifications (standard messaging rates apply). Go to the “Alerts” page of the LeakSmart App to add additional emergency contacts, enable SMS, and other notification options.

What is the different between “Protect” and “Detect only”?

“Protect” means that if a sensors detects a leak it will signal to automatically shut-off your water supply. “Detect Only” means that if a sensor detects a leak, it will notify your phone, but will not shut off your water supply automatically.

Why aren’t my devices pairing correctly?

The first step to setting up your system is to add your hub to your account. Nothing else can be connected until the hub is properly activated. After that is complete you are able to add your sensors, valve or valve controller, and optional range extenders.


Smart home Platforms

Do I need to purchase a LeakSmart Hub if I have a Nest?

Yes, you still need a hub to communicate to the system, but your Nest can be added to your app to monitor temperature and home away.

Do I need to purchase as Leak Smart Hub if I have a Wink?

No, you are able to use your Wink hub to control your LeakSmart System.

Do I need to purchase as Leak Smart Hub if I have an Iris?

No, you are able to use the Iris hub to control your LeakSmart System.

How do I add my Nest to my LeakSmart System?

Go to your LeakSmart App, Click settings and then select Works with nest. This will take you to the Nest login page. Log into your account to set up the works with Nest, accept the terms and you will then have a Nest Page to manage you 48-Hour Away Alert as well as you HVAC sensor mode.

What are the Amazon Alexa Commands?

Alexa/GH Integration Command Verbiage:

  • Valve On/Off Action
  • Turn on the valve
  • Turn on the LeakSmart Valve
  • Turn on the water valve
  • Open the valve
  • Open the LeakSmart valve
  • Open the water valve
  • Turn off the valve
  • Turn off the LeakSmart Valve
  • Turn off the water valve
  • Close the valve
  • Close the LeakSmart Valve
  • Close the water valve
What are the Google Assistant Commands?
  • Valve On/Off Action
  • Turn on the valve
  • Turn on the LeakSmart Valve
  • Turn on the water valve
  • Open the valve
  • Open the LeakSmart valve
  • Open the water valve
  • Turn off the valve
  • Turn off the LeakSmart Valve
  • Turn off the water valve
  • Close the valve
  • Close the LeakSmart Valve
  • Close the water valve
What other smart home products does my LeakSmart system work with?
  1. Hub 3.0 works with Nest, Google Assistant, and Amazon Alexa
  2. Hub 2.0 works with Nest
  3. Cut-in integrates with wink, iris, and SmartThings

General

Can I have two properties connected to one account?

No, currently our system only supports one property.

Can I install LeakSmart or will installation require a professional plumber?
  1. The Cut-in Valve must be installed by a professional- there is pipe cutting involved and that we strongly recommend being done by a plumber.
  2. The Snap Valve Controller can be installed by a homeowner because no tools are required in the installation. But we still recommend a professional installation.
Do I need to periodically test my LeakSmart system to make sure that it is working?

No, the LeakSmart Valve and Valve Controller will go through an automatic valve maintenance cycle every 22 days. This is intended to extend the life of the product by preventing mineral buildup within the pipe. If there is a problem with your system, you will be alerted.

How does LeakSmart work with a Cut-in Valve?

The complete LeakSmart system is made up of four (4) key components – (1) a wireless, waterproof and reusable LeakSmart Sensor; (2) a system hub that acts as the communication gateway between the sensors, the valve and the cloud; (3) a patent-pending, solid brass, full port, wireless motorized water ball valve; and (4) the LeakSmart app, which allows the homeowner to be notified of any activity and control the system via a smart device. When a sensor detects water, it sends an immediate signal to the system hub. The hub sends a signal to the cloud, which notifies the homeowner of a system event on their smart device via the LeakSmart app. The hub also simultaneously sends a signal to the valve, which automatically shuts off the main water supply to the home – all in less than 5 seconds.

How does LeakSmart work with Snap Valve Controller?

The complete LeakSmart system is made up of four (4) key components – (1) a wireless, waterproof and reusable LeakSmart Sensor; (2) a system hub that acts as the communication gateway between the sensors, the valve controller and the cloud; (3) a Snap Valve Controller that attaches to your ball or gate valve; and (4) the LeakSmart app, which allows the homeowner to be notified of any activity and control the system via a smart device. When a sensor detects water, it sends an immediate signal to the system hub. The hub sends a signal to the cloud, which notifies the homeowner of a system event on their smart device via the LeakSmart app. The hub also simultaneously sends a signal to the valve controller, which automatically shuts off the main water supply to the home – all in less than 5 seconds.

Is LeakSmart available outside the U.S?

Currently only available in US and Canada.

Is LeakSmart secure?

Secure in the sense that we do not store any personal information such as credit card number or payment information. We only store email, phone number (recommended for alerts), and name.

My LeakSmart system is setup, now what?

LeakSmart is constantly monitoring your home for water leaks. If an event occurs at one of your sensor placements, you will be notified via email or text message. Make sure your primary and emergency contact information is up to date and includes your contact’s emails and phone numbers.

What happens if I have a power outage?

The LeakSmart Valve has a dual power source. It is powered with an AC power adaptor and also has a battery backup (4 AA batteries). It is recommended that you keep your valve operating on AC power and only us batteries as a backup power source. If fresh batteries are installed in the LeakSmart Valve, the system will continue to operate in the event of a power outage. It is recommended to have UPS (uninterrupted power supply/battery backup) in place for the LeakSmart Hub 2.0. As long as the hub maintains power, you will be protected. For Hub 3.0 the battery backup is built in and lasts up to 5 hours.

What is the temperature threshold?

LeakSmart temperature limitations are based on temperature specifications from the battery companies. Typical batteries can only operate between the temperatures of -4 to 130 degrees Fahrenheit. The actual temperature sensor on the LeakSmart sensor board has an operating range of -40 to +257 degrees Fahrenheit.

What is the warranty on the LeakSmart system?

Waxman Consumer Products Group warrants the LeakSmart product to be free from defects in materials or workmanship, under normal use and service, for a period of five (5) years from the date of purchase. If at any time during the warranty period the product is determined to be defective, Waxman Consumer Products Group shall repair or replace it (at our option). The warranty is limited to defective parts as stated. All costs of removal and installation of the LeakSmart product, including the replacement of warranty parts, are the responsibility of the purchaser. The complete warranty is printed in the LeakSmart Installation and Operation Manual.

Will LeakSmart detect all water leaks?

LeakSmart will detect water leaks that come into contact with a LeakSmart Sensor. It will not detect water leaks within the wall or in rooms where a sensor has not been placed.