If you need new sensors or a replacement for a damaged or non-functioning sensor, you can submit a request directly through in-app support. This article explains when to use troubleshooting resources versus when to place a sensor order.

Before You Request a Replacement — Try Troubleshooting First

If a sensor is offline or not reporting data, it may be a connectivity issue rather than a hardware problem. Review the articles below before submitting a replacement request:

• REM Sensor Offline
• Cloud Connector Online but No Sensor Data Reporting
• Unable to Add Sensor or Cloud Connector by Scanning QR Code

If troubleshooting does not resolve the issue, or if you need to order additional sensors for a new location or equipment setup, follow the steps below.

How to Submit a Sensor Request

Corporate accounts place sensor orders and replacement requests through in-app support tickets. Tickets are reviewed and answered within 48 business hours.

1. From the app, open the Menu
2. Tap Need Help?
3. Tap Place Support Ticket
4. Describe your request — include whether you need a new sensor order or a replacement, the equipment name, your site name, and the troubleshooting steps you conducted. If replacing a faulty sensor, include the sensor name from the app if known.
5. Submit the ticket. You will receive a response within 48 business hours.

In-app support tickets are available to corporate accounts. If you do not see the Need Help? option in your menu, contact your Customer Success Manager to confirm your account type and permissions.

Need Additional Assistance?

If you need immediate support or have questions beyond a standard ticket, contact your Ecolab Customer Success Manager directly. Your CSM can assist with bulk sensor orders, account-level configuration, and escalated issues.