Hi there,

Thank you for reaching out, and we are very sorry for the location glitch!

This discrepancy usually happens if the country selection was missed or skipped during the initial device setup. When that happens, the system defaults to a US location structure, which locks the ZIP code and State fields to US formats and prevents you from editing them manually in the app or web interface.

We are on it! Our technical team is currently updating your account profile to place your controller at your correct address in Alessano, Italy. 

Please allow up to 24 hours for the location and forecast data to completely sync and update on your home screen.

Best regards,

Netro Support Team

Hi there,

Regarding different soil and sprinkler types, we have different algorithmic "recipes" of each setting. For a Rotor Head sprinkler setup in Sandy Loam soil, here is the ranking of the relative seasonal water use for these settings, from highest to lowest consumption:

1. New Plant: Highest. This mode maximizes frequency to keep the topsoil constantly moist, which is essential for establishing fresh root systems.

2. Boost: High. In this mode, Netro adjusts the calculations assuming a lower precipitation rate, which significantly extends the runtime of each watering session.

3. Frequent: Medium-High. This increases the repetition of watering cycles. Since sandy loam drains relatively quickly, more frequent watering leads to slightly higher seasonal totals due to surface evaporation.

4. Regular / EPA: Medium (Baseline). These modes serve as the scientific benchmark. They use the standard parameters for your Rotor Heads and Sandy Loam, applying water dynamically based purely on real-time weather and plant evaporation.

5. Deep: Medium-Low. This increases the days between watering cycles, training plant roots to grow deeper into the sandy loam and saving water overall.

6. ECO: Lowest. This setting optimizes water conservation by reducing the calculated runtime durations and dynamically capping water usage based on weather efficiency.

Best regards,

Candice

If your wiring looks correct, your controller's internal hardware might be experiencing a temporary freeze.

Please try a hard reset to restore the system:

1. Power Cycle: Unplug the Netro power adapter from the wall outlet, wait 30 seconds, and plug it back in to reboot the hardware.

2. Factory Reset: Locate the physical reset button on your controller. Press and hold it down until the lights flash, then re-add the device in your app.

If it still won't trigger the valves, contact us at support@netrohome.com for a hardware diagnostic!

Best regards,

Netro Support Team

Dear customer,

If the Netro skill keeps disconnecting from Alexa, it is usually due to an expired cloud authorization token or a sync cache glitch on Amazon's servers.

Please try to Disable Netro in your Alexa app first, then log out of both the Netro app and Alexa app, then log back in. These steps shall re-enable the Netro skill in Alexa and link your account again.

If it's still unconnected, please email us at support@netrohome.com.

Thanks,

Candice

Dear customer,

The Eco Factor acts as a smart throttling lever for your watering duration. Netro’s cloud algorithm daily analyzes hyper-local weather parameters—such as evaporation rates, solar radiation, and recent rainfall—alongside your specific plant and soil types.

Instead of skipping a session entirely, the Eco Factor dynamically scales your watering time up or down by a percentage. For instance, on a cooler, humid day, it might reduce watering to 70% to save water, while boosting it during a heatwave to protect your garden. It ensures your soil stays perfectly balanced without wasting a drop!

Dear customer,

Terra cotta pots are highly porous and naturally absorb and trap moisture inside their clay walls. Even if the soil surface looks bone-dry, the pot itself often holds significant residual moisture. If your Whisperer 2 is placed too close to the pot wall, its sensors will read that trapped moisture and report a high percentage.

To fix this test:

1. Move the Whisperer to the center of the pot, ensuring it doesn't touch the clay container.

2. Press the soil firmly around the metal prongs to eliminate air pockets.

Dear customer, Netro controllers cannot control multiple valves simultaneously on a single zone. The hardware terminal ports are strictly designed to power one valve per zone. 

Hi there,

If the light is completely dead even after a power cycle, this is usually a hardware power issue.

Please try these quick checks：

1. Test the Outlet: Plug another device into the exact same outlet to confirm 100% that power is flowing.

2. Check the Adapter: Ensure you are using the original Netro 24VAC power adapter.

If the outlet works but Netro stays completely dark, please email support@netrohome.com with your serial number. Our team will assist you.

Best regards,

Candice

Dear customer,

Currently, the Netro app does not support push notifications for the specific start and stop times of individual watering cycles.

However, We have implemented the app notification when the device starts to water. Currently it is ready for beta testing. If you are interested in this feature, please contact us at Support@netrohome.com. In the next app release, there will be a public on/off control for this feature. 

Thanks,

Candice

Hi there, we are so sorry for the frustration! Rest assured, your app has not been intentionally disabled. When a Netro controller drops offline during a Wi-Fi change, the app temporarily disables control buttons to protect your system until connection is restored. Try establishing a new Wi-Fi connections first. If it still shows "disabled", email your controller's serial number directly to support@netrohome.com. Our backend team will jump in to check your device status.

Best regards,

Candice

Hi there, the app is designed to keep you logged in permanently, so you shouldn't have to type your password every time. If it keeps logging you out, please try this quick fix to refresh your login token:

1. Go to the Settings tab, scroll to the bottom, and tap Account>Sign Out.

2. Close the app completely from your phone's background.

3. Re-open the app and log back in.

This should lock your session in for good!

Best Regards,

Candice

Thanks,

Candice

Dear customer,

You can see detailed rain statistics through either of the following ways:

1. Via the Zone Data: On the Home page, look under your specific zones and tap it directly. This will open the detailed weather log, where you can see the forecasted rain accumulation in mm.

2. Via the Discover Page: Go to the Discover tab at the bottom of the app. This section provides a comprehensive layout of the local weather trends, including detailed daily precipitation forecasts.

Candice

Hi there, please email our support team directly at support@netrohome.com with your Netro account email and the exact Station ID you are trying to register. Our back end team can manually check the weather API logs.

Candice

Dear customer,

It can certainly be confusing to see rain icons or numbers on your Home Screen when your future forecast looks completely clear! This discrepancy usually happens due to how Netro processes live weather data versus future predictions. If you suspect the rain data on your Home Screen is completely incorrect for your actual location, please email your device serial number to support@netrohome.com so our team can verify which weather feed your controller is pulling from.

Best regards,

Candice

Dear customer,

If all zones are programmed and shown as "running" in the app, but water only physically comes out of Zone 1, this is usually caused by a hardware or wiring issue rather than a software glitch.

Please try the following steps to isolate the problem:

1. Check the Common Wire (C-Wire)

2. Test Master Valve (MV) / Pump Settings

3. Perform a Manual Test at the Valve Box

   • If water flows: The plumbing is fine, and the issue is strictly electrical (wiring or the Netro port).

   • If water does NOT flow: The main manual shut-off valve to those specific zones might be closed.

If the wiring looks perfect and manual testing works, please email us at support@netrohome.com with your serial number. Our team can check the electrical current logs to see if the controller is properly sending 24VAC voltage to the other ports.

Thanks,

Candice

Hi there,

You are not doing anything wrong! The Netro app currently supports a maximum watering duration of 60 minutes per zone for a single run or program entry. This cap is designed as a safety safeguard to prevent accidental over-watering or flooding due to configuration errors.

Since your specific gardening setup requires a deep 4-hour soak once a week, you can easily achieve this by stacking multiple User Programs.

By stacking four 60-minute programs back-to-back, your system will seamlessly complete the full 4-hour watering cycle for each zone.

Thank you for your feedback, and we will certainly share your need for extended durations with our development team for future software considerations!

Best regards,

Candice

Dear customer,

Please try the following steps to get past this screen:

1. Temporarily Turn Off Cellular Data: On your iPhone, go to Settings > Cellular and toggle Cellular Data to OFF. This forces your iPhone to stay entirely on the Netro-XXX network during the setup.

2. Check Local Network Permissions: Go to your iPhone Settings > Netro, and make sure that Local Network is toggled ON. If this permission is disabled, the app cannot "see" the controller even when you are connected to its Wi-Fi.

3. Ignore the "No Internet" Warning: When you connect to Netro-XXX in your Wi-Fi settings and the iOS checkmark appears, ignore any "No Internet Connection" warnings. Immediately return to the Netro app and tap Next.

Once the app successfully recognizes the controller, it will prompt you to select your new home Wi-Fi network and enter its password. Once completed, the controller will stop blinking, and you can turn your cellular data back on.

Thanks,

Candice

Dear customer, 

You just need to simply reset your controller, and reconnect it to your new Wi-fi.

Thanks,

Candice