There are a number of reasons as to why a sensor may be offline. It could be as simple as a battery needing to be replaced, or it could mean that a sensor has disconnected from the Billy hub. This can happen if you have had a power outage or if you have lost internet connection.
Follow the below troubleshooting steps:
- Remove the battery from the sensor and wait at least 30 seconds.
- Place the battery back in firmly. If a green light flashes, this indicates that the battery has power, but the sensor might have disconnected from the Billy hub.
- To check whether the sensor is back online after removing/replacing the battery, open the Billy app, go to Settings
and click Sensor Status. This screen will show the current battery state and whether the sensor is online or offline.
If you have removed the battery and placed it back in, but didn't see a small green light, this indicates that the battery will need to be replaced. You can find out more about which batteries our sensors use in our Help Centre here: What batteries do the Billy sensors use?