Support

Urgent plant issues

FlowSense support is not an emergency service. If an alarm indicates a risk to people, equipment or water quality, follow your plant’s emergency procedure and contact the responsible operator or control room immediately.

Common questions

I forgot my password

Ask your FlowSense administrator to reset it from the Users Directory on the web dashboard. For security, support cannot change a password without your organisation’s approval.

I did not receive my 6-digit sign-in code

Check your spam or junk folder, confirm that your email address is correct, and wait a minute before trying again. If it still does not arrive, contact your administrator or support@flowsense.africa.

I am not receiving alarm notifications

Open More → Notifications in the app and allow notifications. On iPhone, also check Settings → Notifications → FlowSense. On Android, check Settings → Apps → FlowSense → Notifications, and make sure battery optimisation is not blocking the app.

Why is a plant showing “offline”?

“Offline” means no recent telemetry has arrived from the plant. Check the plant’s network, power and telemetry gateway. If other users see the same status, contact your administrator or FlowSense support.

Can I use FlowSense without a signal?

The app keeps the last data it loaded on your phone. You can read cached plant data, alarms and job cards offline. Job-card changes and photos are queued and sent automatically when the connection returns.

How do I delete my account?

Open More → Delete account in the app, confirm your password and type DELETE. See the account deletion page for what is removed and what is kept for plant audit records.

Who can see my plant data?

Only users whose role, company and plant access allow it. FlowSense checks access on the server for every request. Your organisation’s administrators manage those permissions.

Contact

Support hours: Monday to Friday, 08:00–17:00 South African time (SAST), excluding public holidays. We aim to respond within one business day.