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Device Offline Troubleshooting

If you received a notification that your Flow device is offline, or the Flow app dashboard shows “Device is offline”, it means the device is currently unable to connect to the internet and communicate with the Flow system.

This guide will help you identify the most common causes and walk you through simple steps to bring your device back online.

What “Device Offline” Means

When your device is offline, Flow cannot receive updates, usage data, or send notifications until the connection is restored.

While the device is offline:

  • Consumption updates will not appear in the app (you may only see the last known reading/time)
  • Leak alerts and other notifications will not be sent
  • Any actions that require an online connection may not work

Once the device reconnects to Wi-Fi, it will automatically resume sending data and notifications as normal.

Step-by-Step Troubleshooting

1. Check Your Internet Connection

  • Confirm your home Wi-Fi is working
  • Try loading a website on your phone using the same network
  • If your internet is down, the device will reconnect automatically once service is restored

2. Confirm Wi-Fi Network Details

Make sure:

  • Your Wi-Fi network name (SSID) has not changed
  • Your Wi-Fi password has not been updated
  • The router was not replaced or reset recently

If any of these changed, the device will need to be reconnected to Wi-Fi through the app.
Follow the steps in
Change or Update Wi-Fi Network.

3. Check Wi-Fi Signal Strength at the Meter

Flow devices are often installed in basements or utility rooms where signal strength can vary.

  • Ensure the Wi-Fi signal is strong at the installation location
  • If needed, consider:
    • Moving your router
    • Adding a Wi-Fi extender or mesh node

4. Verify Power to the Device

  • Confirm the power adapter is firmly plugged in
  • The device LED should indicate:
    • Red → powered but not connected to Wi-Fi
    • Blue → connected and online

If there is no LED at all, the device may not be receiving power.

5. Restart Your Router

If everything above looks correct:

  1. Restart your internet router
  2. Wait 5 minutes after it fully reconnects
  3. Check the Flow app to see if the device comes back online

6. Power Cycle the Flow Device

If the device is still offline:

  1. Unplug the Flow device power adapter
  2. Wait 10 seconds
  3. Plug it back in
  4. Allow up to 2 minutes for reconnection

The LED should turn blue once the device is online.

Still Offline?

If your device remains offline after completing all steps:

  • Open the Flow app and follow the Wi-Fi setup process again
  • If the issue persists, contact Flow Support with:
    • Your device ID
    • A brief description of what you’ve tried

Helpful Tips

  • Short internet outages are normal and usually resolve automatically
  • If your router was replaced or your Wi-Fi name/password changed, you’ll need to reconnect the device in the app
  • Keeping your Wi-Fi equipment updated improves long-term reliability

Need more help?
Visit the Flow Support Hub or contact our support team for assistance.

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