If something’s not working as expected, we’re happy to help. Just provide your email address associated with your Droplet app and details of your issue—no need to uninstall or reset anything. We'll try to calibrate your device from there.
✅ What We Need From You
Before we can help diagnose your device, please provide the following:
1. 📧 Your Droplet Account Email
This allows us to locate your device in our system.
You can find it in the app under:
Menu > Account
Be sure to include this email when reaching out.
2. 🔌 Device Status
To complete a remote check, your Droplet must be:
✅ Plugged in and powered
✅ Connected to Wi-Fi
✅ Installed at its usual location
💡 Even if the light is orange, we can still attempt diagnostics as long as the device is online.
3. 📸 Photo of Installation
Send us a photo of your Droplet's installation site, as seeing its placement and other details of your home setup provides context for why your device may not work as intended. If possible, include a ruler or measuring tape showing your pipe's diameter.
🧑🔧 What We’ll Do
Once we have the necessary info, our team can:
Review flow data and connectivity
Check for installation or signal issues
Run a remote calibration
Help resolve false alerts or setup problems
📬 What’s Next
After sending us your info, please leave the device plugged in and connected.
We’ll follow up as soon as we’ve completed our review or applied a calibration.
Need help collecting any of the above? Just ask—we’re here to guide you.