How can we help?

Send us a message and we’ll reply by email. Most questions are also answered in the FAQ.

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Readings and WiFi

SaltMate sleeps between readings. Check the last measured time and the reading frequency in Settings; opening the app does not wake the monitor. Press its button for a fresh reading.

To change networks, open Settings > Reset WiFi and follow the guided steps. Setup needs a 2.4 GHz WiFi network and local-network access on your phone.

Help us help you

Tell us what happened and what you expected.
Mention your phone model and its software version.
For monitor issues, add the device ID and firmware version from Settings.

Your account and data

To permanently delete your account and its data, open Settings > Delete Account in the app. Removing a monitor alone doesn’t delete your account.

Can’t get in? Write to us from the address you signed up with; we may need to verify ownership first. See our Privacy Policy and Terms of Service.

Prefer email? support@saltmate.ai

Setup problems

The light tells you where setup is: white ready to connect, fast white trying your WiFi, blue online, green ready to go in the tank, off normal once it’s in. The app has the same help under Settings > Setup troubleshooting.

No white light after the batteries

Check all three AA batteries face the way the + and – marks show, and that they’re fresh. Then hold the button for 3 seconds until the light turns amber and let go: that reopens setup.

The light is red

Two red flashes mean something failed, usually the WiFi or a reading. To start over, hold the button for 10 seconds until it turns red, let go, and wait for white.

Can’t find SaltMate’s WiFi

It’s called SaltMate_ followed by letters and numbers, and it closes after an hour. Take one battery out and put it back in to reopen it. Stand within a few metres.

Phone says “No internet”

That’s normal on SaltMate’s own WiFi. Stay connected and go back to the app.

My network isn’t listed

Tap Scan again. SaltMate uses 2.4 GHz WiFi; a 5 GHz-only network won’t show. For a hidden network, tap “My network isn’t listed” and type its name.

The password didn’t work

Passwords are case-sensitive: check capitals and tap the eye to see what you typed. The app tells you on the password page if it didn’t work.

SaltMate can’t hear my network

Move closer to the router, or bring SaltMate closer while you set it up, and check the network name.

It joined but has no internet

Guest networks and some security settings block devices. Choose your main network, and check the internet works on another device.

“5 GHz-only or WPA3-only”

Turn on 2.4 GHz or WPA2 (WPA2/WPA3 mixed works) in your router’s settings, or choose another network.

The app lost contact

If the light is blinking blue, SaltMate is online and the app carries on by itself. If it’s blinking white, rejoin SaltMate’s WiFi and try again.

It’s on another account

Remove it from the other account in the app (Settings > Remove SaltMate), or hold the button for 10 seconds until red to reset it.

The light stays blue

Keep SaltMate near the router and tap Try again. Check your phone is back on normal WiFi or mobile data. Still blue after a few minutes? Reset it (10 seconds, red) and set it up again.

“Couldn’t see the salt”

Check SaltMate is twisted onto the bracket with the sensor facing down, nothing is in front of it, and the lid is closed. Then tap Try again.