Support

We raise a Sensor offline alert once a device has not reported for longer than your offline window — 3 hours by default. Check, in this order:

1. Power. Open the sensor on your dashboard and look at the Battery tile. We raise a Low sensor battery warning below 3.3 V (it clears again at 3.5 V). Check this first — a fading pack tends to produce ragged gaps rather than a clean stop, which is easy to misread.
2. Radio. Wi-Fi sensors need the 2.4 GHz band and a router that has not changed its password; LoRaWAN sensors need a gateway still in range on The Things Network.
3. Clock. A sensor whose clock has drifted more than 5 minutes from real UTC is rejected on every upload, forever, until it re-syncs time (NTP). This is the single most common cause of “it was working, now nothing”.

If the sensor is powered, in range and time-synced but nothing arrives, work through “Readings stopped arriving” next.

Our ingest endpoint refuses a reading rather than storing something wrong. It answers with a specific code, and if you can see your sensor's serial log the code tells you the fix:

• 401 — wrong API key, wrong HMAC signature, or a timestamp outside the 5-minute window. Re-sync the clock first; if that is fine, rotate the key (below) and re-flash.
• 402 — the account has no active subscription, so devices are not entitled to report. A freshly claimed sensor sits at pending until you subscribe. Fix it in Billing.
• 429 — more than 30 readings per minute from one sensor. Lengthen the reporting interval; once every 5–15 minutes is plenty for lawn soil.
• 422 — every metric in the payload was outside its plausible range, usually a wiring or unit mix-up (millivolts sent as volts, °F sent as °C).

To rotate the signing key: open the sensor from Devices, scroll to Connection details, and use Rotate device key. The new key and secret are shown once, and the sensor stays silent until you re-flash it with them — so have the device in front of you first.

Both values are printed on the sensor label (and on the box). They are two different strings — the device code looks like mml_ followed by 12 characters, and the claim secret is the separate code printed next to it. Copy each one exactly, including the mml_ prefix, with no trailing space.

• “Could not claim this device” — we have no sensor with that device code. Almost always a mistyped character (0/O, 1/l) or a missing prefix.
• “This device has already been claimed” — it is bound to an account already. Check Devices first; it may be on your account under a different name. If you bought it second-hand, the previous owner has to deactivate it and ask us to release it — we will not move a sensor off somebody's account just because a stranger asks, which is the same rule that stops someone doing it to you.
• LoRaWAN: “TTN device ID already in use” — another sensor on our side already claims that The Things Network device ID. Pick the ID we show you on the setup screen; that is the exact value we match uplinks against.

The full three-step walkthrough is on How it works.

Everything money-related lives in the secure Stripe portal: Billing → Open billing portal. From there you can download every invoice and receipt, update the card, switch between monthly and annual, or cancel.

Billing is per active sensor — $4.99 per device per month or $49 per device per year. Your subscription quantity tracks the number of active sensors automatically: adding one is prorated, deactivating one drops your next invoice. Hardware is a separate one-time charge and is never part of the subscription. See Pricing for the full breakdown and Terms §3–4 for billing and refunds.

If an invoice looks wrong, send us the invoice number from the portal — that is the fastest thing for us to reconcile.

• One sensor. Devices → Deactivate on that row (or Deactivate this sensor on the sensor's own page). Billing for it stops from your next invoice and it stops reporting. Its history stays exportable.
• The whole subscription. Billing → Open billing portal → cancel. You keep access until the end of the period you have already paid for.
• The whole account. Account → Data & privacy → Delete account. It asks for your password, cancels the subscription, and erases your data. This cannot be undone — export first if you want your readings. What survives, and for how long, is spelled out in Privacy.

You do not need to email us to cancel anything. Turning a deactivated sensor back on is the one thing that does need us.

• Forgot your password. Use Reset your password. The link we email is single-use and expires.
• Never got the verification email. Check spam for a message from no-reply@monitormylawn.com, then request a fresh one from the verification screen. Our mail is transactional only — it is never a reply address, so writing back to it reaches nobody.
• Lost your two-factor authenticator. There are no printed recovery codes yet, so this one needs us. Email system@monitormylawn.com from the address on the account; we verify ownership before we change anything about a login.

We will never email or call you to ask for your password, your 2FA code, or a device signing key. We could not use them anyway — we store only hashes, which is why a rotated key is shown exactly once and never again.

• One sensor's raw readings, as CSV. Open the sensor from Devices → Connection details → Download readings (CSV). Up to 730 days and 400,000 rows per download, in your own units, and roughly 10 seconds between downloads. If you hit the row cap the file says so on its last line — narrow the window with &from=YYYY-MM-DD&to=YYYY-MM-DD and pull it in slices. Deactivated sensors are still exportable.
• The whole account, as JSON. Account → Data & privacy → Export my data — profile, devices, subscription, monthly usage and recent device events. Secrets are never included.

Our public health probe answers in one line: /api/health.php. {"status":"ok"} means the site and its database are up, so a sensor that has gone quiet is almost certainly something between your sensor and us — start with “My sensor shows offline”. "degraded", a 503, or no answer at all means it is on us; give it a few minutes and try again.