Frequently Asked Questions & Detailed Information
For technical support on a Water Hero product you have already purchased, please e-mail us at firstname.lastname@example.org or call 877-662-4496 and select option 3
For questions about our products or purchasing, e-mail us at email@example.com or call at 877-662-4496 and select option 1
Water Hero Specs & Brochures
Water Hero Installation Guidelines
The Benefits of Water Hero
Why should I purchase and install a Water Hero?
Water Hero helps to protect homes and buildings from damaging water leaks like burst pipes and failing water heaters that cause catastrophic damage to a home. These types of leaks occur in 1 in 55 homes in the United States each year and can cost $100K or more for repair.
Water Hero also detects non-damaging leaks that drive up water bills like eroded toilet flappers. 10% of the homes in the United States are leaking 90 gallons or more each day – the homeowner is typically unaware.
Will Water Hero help me save on water costs?
Water Hero can pay for itself by discovering just one leak and Water Hero has seen a payback as soon as six weeks after installation. Water Hero alerts you to water leaks so you catch them early, saving money on your water bill.
Many Water Hero customers install our product after a “surprise” water bill where a leak drove up their costs by thousands of dollars. 60% of users catch a non-damaging leak within the first year.
Will Water Hero help me save on homeowners insurance costs?
Many Water Hero customers receive reductions in homeowner’s insurance premiums after installing Water Hero in their homes. Each insurance agency has its own policies and rebates. We encourage you to contact your insurance agency to see if they can offer you an insurance discount. We can provide the necessary owners certificates and other documentation required.
Product Components & Functionality
How does Water Hero work? Where do the moisture sensors go?
Water Hero is a flow based leak detection system and does not use moisture sensors. It measures the flow of water through your home piping and detects leaks based on manually configurable set points. For example, in Home mode, if water is flowing for 15 minutes, you will get a leak text and/or e-mail alert. At 20 minutes, Water Hero can automatically shut off your water. As the user, you can automatically adjust these time thresholds.
How does Water Hero differentiate between flow and a water leak?
Water Hero measures time of continuous flow. If water is running for too long, it senses a leak and shuts off the water. The user is in control of the amount of time by adjusting set points on our web dashboard or mobile app. The benefit of this (over Artificial Intelligence) is keeping control in the users hands to lower false positives and keep you (not a computer) in control of whether your water gets shut off.
What makes your system different from others out there?
Water Hero is (1) a whole home system (2) uses reliable, standard plumbing components and (3) is totally user configurable.
Traditional leak detectors or moisture sensors rely on sensors placed around your whole home and trip an alert if moisture hits those sensors. You’ll likely need 10-15 sensors and some “luck” that a pipe bursts near a sensor to protect a typical home. Water Hero is a next generation whole home system that uses flow to detect leaks rather than sensors.
Water Hero uses standard plumbing products cut into the pipe including unions, a motorized stainless steel ball valve and a traditional brass water meter built to AWWA (American Water Works Association) standards. Our electronics fasten on top of this traditional meter and make it “smart.” Plumbers like that old, proven, plumber-friendly technology gets plumbed into the pipes, with new technology outside of the pipes for easy repair and maintenance, if required.
Water Hero is user configurable to enable the user to control how they’d like their settings to be. This places full control in the hands of the homeowners, lowering the number of false positives while ensuring that homes are protected.
What is in the Water Hero P-100?
The Water Hero P-100 comes with our standard plumbing components that are cut into the pipe – a water meter, unions, and a motorized stainless steel ball valve – these have NPT, threaded fittings for a simple installation. It also comes with the Water Hero Electronics & Cables – the Water Hero Main Controller, Sensor, Sensor Cable, Ethernet Cable, and Power Supply.
What cables are provided and how long are they? Does Water Hero need to be hardwired into power?
Water Hero provides a 5 Volt power adapter, valve cord and Ethernet cord, each of which are 6’ long. All cables can be extended if needed. Water Hero needs to be plugged into a standard outlet to operate.
Is there a manual override on the valve?
Yes, there is a manual override on the motorized ball valve as well as a button that you can press on the main controller to exercise the valve with the motor.
What pipe sizes does Water Hero P-100 come in?
Water Hero P-100 is offered in ¾”, 1″, 1.5″ and 2″ sizes. Please call us at 877-662-4496 if you’d like to order the 1.5″ or 2″ P-100 units.
Is Water Hero safe? What states is it Certified in?
All wetted components are NSF-61-G Certified Lead Free and safe for drinking water. Water Hero is certified in the state of Massachussetts.
What is the warranty?
Water Hero has a one year warranty.
Do you have a hard-wired option?
Water Hero currently only connects over WiFi. A hardwired version that can cable directly into a router or modem is under development. Please contact us to be put on the waiting list to be notified when this version is available.
What is Water Hero’s accuracy?
Water Hero is primarily a leak detection device. It also provides very useful water usage data that helps find non-damaging, but costly leaks such as running toilets. The accuracy of Water Hero flow readings are typically within 10% of exact usage, but please don’t rely on Water Hero as an exact water measurement device.
Water Hero Features
Can I shut off water remotely when I’m not home? Will Water Hero shut off the water automatically?
Yes, you can shut the water off from anywhere in the world, remotely, via our mobile app or web interface. Also, in our settings, you can adjust Water Hero to shut the water off automatically if it hits a certain number of minutes of continuous flow that you designate.
If I buy today, will I have access to new features?
As new features are developed, you will have the option to upgrade your plan to have access to these new features. These new features can be conveniently added to your device via over the air updates.
Can Water Hero notify more than one phone or e-mail if there is a leak event?
Water Hero can notify one mobile phone number and one e-mail for leak and temperature alerts. If you want multiple emails notified, you can use a group email that you can configure with your email provided to go to multiple emails.
Can multiple units be connected to one account?
What happens if my power goes out and I get a leak?
Does Water Hero integrate with a home security system? Or other smart home devices like Alexa or Nest?
Water Hero’s main controller unit has dry contact terminals that allow it to be hard-wired to a home security system panel that has spare terminals. We do not integrate with other smart home devices like Alexa or Nest at this time, but it is on our technology development roadmap.
Does Water Hero integrate with any leak sensors?
Water Hero does not integrate with other leak sensors – whole home leak detection is generally considered the most robust option.
Can the user get alerts for total gallons used?
Not at this time, but we are close to developing this feature as an upgrade option.
Can I use Water Hero to bill my tenant for their water consumption?
Water Hero is designed for leak detection. Please consult with Water Hero directly to discuss if this is a requirement for your system.
Water Hero Installation
How much does installation typically cost? How much time does it take?
Depending on your location, installation costs vary. Plumbing installation typically takes approximately one hour. Please connect your Water Hero electronics to your local network BEFORE your plumber comes out to plumb your unit in. This will save time and money, and help you insure you have an adequate WiFi signal strength at your point of install.
Is there a list of preferred installers? Do you have a Water Hero Authorized Installer Program?
Water Hero has a list of 100+ Authorized Installers who receive benefits such as being pushed Water Hero Installation Jobs. Please reach out to Water Hero directly to participate in our training and installation program in order to become an Authorized Installer.
How and where is Water Hero installed?
Water Hero is installed by cutting the water meter, unions and motorized ball valve into the pipe right where the water enters the home. Note that Water Hero should be installed after a fire suppression system. Typically, Water Hero is also installed after an irrigation system to enable more sensitive set-points for water leak detection. Please contact us to discuss options for installing before your irrigation system.
Can Water Hero Be Installed Outside?
Water Hero can only be installed outside, above ground only, in climates that are above freezing year-round, with our optional outdoor install kit. This kit includes a sealed sensor cap that mounts on our smart meter and an enclosure box to protect our main controller unit from water such as rain or lawn irrigation. IMPORTANT NOTE: these units are not freeze proof, and will break if subjected to freezing temperatures, voiding your warranty.
My water meter is next to the street. Can Water Hero work for me?
The Water Hero P-100 comes with its own water meter and motorized ball valve and has nothing to do with your existing utility meter. You install Water Hero where water first enters your home, typically a basement, so it can certainly work for you!
What are the permitting requirements for Water Hero? Where can Water Hero be installed?
My water main is larger than 1"; will Water Hero work for me?
Yes, Water Hero offers units for 2″, 1.5″, 1” and ¾” pipe sizes. Please contact us for details on our 2″ and 1.5″ units.