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Troubleshooting
Problems with Sonic or the app? Check out these FAQs to help solve the issue
23 articles
How are firmware updates for Sonic handled? Is app authorisation necessary to apply them?
What features does the app offer?
In terms of the subscription packages you offer in the app, what is chargeable and what is free?
How do I pair Sonic with the mobile app?
I got a notification in the app to say that the emergency manual handle has moved, but no one touched it. Why has this happened?
How do I add a new appliance in the app?
I can’t open/close the valve from the app. What should I do next?
I’m having trouble connecting the app to Sonic via bluetooth. How can I solve this?
The app isn’t showing any water consumption data. Can you assist?
In the app, it’s saying that Sonic remains in a 'processing' state. How can I fix this issue?
Can I pause notifications and the auto shut-off? I’m planning to use a lot more water soon.
I have my Sonic installed, but the app is asking me for a QR code?
How are leak notifications sent, and what actions are taken if these notifications are missed?
What do I do if I want to delete my app or my account?
There are different severity levels when it comes to the app alerts. What do they all mean?
How do I manually operate the valve/emergency handle during a power cut?
What should I do if I suspect a fault with Sonic?
What should I do if Sonic cannot connect to the Wi-Fi?
Does Sonic still work if there is no internet connectivity?
Will I still get a phone call to alert me of a problem if my phone is on Do Not Disturb mode?
Why do my pressure tests keep failing? I can’t see a leak ...
I can’t open/close the valve from the app. Why is this?
What does the valve position mean? What is the difference between an ‘open’ and ‘closed’ valve position?