Connected Softener Help

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Pentair Pro App Support

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

Frequently Asked Questions

Can my installers access my Pentair Pro account?

Yes, you can add (or remove) installers to your account via the Pentair Pro web app.

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.

Why do I get email messages but no text messages?

Your Notification settings are likely set to text but not email.  To confirm or change these settings, open your Pentair Pro 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.

How do I remotely monitor a Connected Water Softener?

A homeowner must request remote monitoring by your business through the app.  When a request is sent, you will receive a notification.  You will have the option to Contact the Customer, Accept the request, or Deny the request.

Can a Homeowner opt in and opt out of remote monitoring service?

Yes, a Homeowner can choose to revoke remote monitoring access from the water treatment professional after they have opted in to that service.

What if the Water Softener is unable to connect to the homeowner’s WiFi?

Make sure the homeowner’s phone is connected to the 2.4GHz WiFi signal from their 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.

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

The Connected 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.

Resources 

Pentair Pro App Support

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

Frequently Asked Questions

How do I remotely monitor a Pentair Home Connected Water Softener?

A homeowner must request remote monitoring by your business through the Pentair Home app.  When a request is sent, you will receive a notification.  You will have the option to Contact the Customer, Accept the request, or Deny the request.

Can my installers access my Pentair Pro account?

Yes, you can add (or remove) installers to your account via the Pentair Pro web app. 

Why do I get email messages but no text messages?

Your Notification settings are likely set to text but not email.  To confirm or change these settings, open your Pentair Pro 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 a Homeowner select a different water specialty professional for remote monitoring? 

Yes, a Homeowner 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.

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

The Pentair Home Connected 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 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.

Contact Us

Still have questions on your Pentair Connected Water Softener? Our customer service team is here to help you.

Call: 1-800-861-8758

Email: ConnectedSupport@Pentair.com