Connected Softener Help

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Connected Softener Support

Have questions about your system or Pentair Home app? Check out the Frequently Asked Questions below.

Frequently Asked Questions

How many users can I have on one account?

You can have only one email address with an associated password on your account. Other persons in your household can use the same email address and password to access your account. This one account can be used across multiple devices. 

Does the Connected Water Softener work with my smart home system (Alexa, Google Home, etc)?

Your water softener is connected to the Pentair Home and Pentair Pro Apps, which are ready to accept additional Pentair Connected devices as they become available. However, at this time, Pentair Home and Pentair Pro are not integrated with a Smart Home Hub, or connected via voice with at home assistants like Alexa or Google Home.

What if my Water Softener is unable to connect to my WiFi?

Make sure your phone is connected to your 2.4GHz WiFi signal from your router. The Water Softener cannot be connected to the 5GHz frequency. The 2.4GHz frequency was intentionally chosen for this product because it has a longer range that is better-suited for basements, outdoors, etc., whereas 5GHz is designed for shorter distances.

Why does my system say Offline on the Water Softener Dashboard?

If your system is “Offline,” it means that your system has been disconnected from Wifi for over 60 minutes. This will not cause an interruption in your softened water cycle or the function of your system, but it could interrupt data flow to the Pentair Home and Pentair Pro Apps. Once Wifi connection has been restored, your Pentair Home or Pentair Pro App will automatically reconnect the water softener.

Why do I get text messages but no email messages?

Your Notification settings are likely set to text but not email. To confirm or change these settings, open your Pentair Home app, go to Account and select Notifications.

Why didn’t I receive an email after resetting my password?

  • Verify the e-mail that you have listed on the account.
  • Check your junk or spam folder for the e-mail.
  • Try to reset the password again.

What measures are in place to secure my data?

First and foremost, in order to protect your account, we have built our sign up process to be simple but secure with mandatory email verification as well as mandatory strong password requirement. Also, any account changes, such as password reset, require confirmation codes that are sent to the user’s verified email. In addition to such user account level security measures, Pentair has structured the backend architecture to identify security threats and limit exposure.

Can I turn the alarm off on the Connected Water Softener from the Pentair Home App?

No, you cannot. The alarm must be turned off on the softener’s control panel. The App can only monitor the device, not control it.

Can I change the Connected Water Softener’s programming using the Pentair Home App?

No, you cannot. Programming must be done at the device. The App can only be used to monitor the device, not change settings on the softener.

Connected Softener Support

Have questions about your system or Pentair Home app? Check out the Frequently Ask Questions or download the Homeowner Guide below. 

Frequently Asked Questions

How many users can I have on one account?

You can have only one email address with an associated password on your account. Other persons in your household can use the same email address and password to access your account.

Does the Pentair Home Connected Water Softener work with my smart home system (Alexa, Google Home, etc)?

Your water softener is connected to the Pentair Home and Pentair Pro Apps, which are ready to accept additional Pentair Connected devices as they become available. However, at this time, Pentair Home and Pentair Pro are not integrated with a Smart Home Hub, or connected via voice with at home assistants like Alexa or Google Home.

Why does my system say Offline on the Water Softener Dashboard?

If your system is “Offline,” it means that your system has been disconnected from Wifi for over 60 minutes. This will not cause an interruption in your softened water cycle or the function of your system, but it could interrupt data flow to the Pentair Home and Pentair Pro Apps. Once Wifi connection has been restored, your Pentair Home or Pentair Pro App will automatically reconnect the water softener. 

Why do I get text messages but no email messages?

Your Notification settings are likely set to text but not email.  To confirm or change these settings, open your Pentair Home app, go to Account and select Notifications. 

Why didn’t I receive an email after resetting my password?

  •  Verify the e-mail that you have listed on the account.
  • Check your junk or spam folder for the e-mail.
  • Try to reset the password again.

Can I select a different water specialty professional for remote monitoring? 

Yes, you can choose to revoke access and request a new water treatment professional to assist with remote troubleshooting, monitoring and service. Only one selected professional can monitor a connected water softener at one time.

What measures are in place to secure my data?

First and foremost, in order to protect your account, we have built our sign up process to be simple but secure with mandatory email verification as well as mandatory strong password requirement. Also, any account changes, such as password reset, require confirmation codes that are sent to the user’s verified email. In addition to such user account level security measures, Pentair has structured the backend architecture to identify security threats and limit exposure.

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