Acknowledging an alert tells the system that you’re aware of the issue, preventing duplicate notifications for the same event. You can also add a short note when acknowledging an alert to share useful information with your contractor. For example: “Furniture was blocking the return — moved it and filter looks clean.” Notes aren’t required, but they help the technician better understand what’s happening before arriving on site, which can speed up troubleshooting and repairs.
When you have active alerts, the alert icon at the top of the screen will display a number showing how many active alerts exist across all of your systems. Tap the icon to open the Alerts Screen, where you can view and sort them by status:
Clicking on an active alert opens the Alert Details Screen, where you can view the full information about the issue, including progress updates and notes from your technician.
There are a few ways to manage or stop alerts. If you want to stop all alerts from being sent by text or email, go to your Customer Profile and turn off one or both communication methods. This disables alerts of that type for all units linked to your account.
If you only want to stop certain alerts for a specific unit or setpoint, go to Main Menu → Unit Information → Setpoints, locate the setpoint that is generating the alert, and turn off notifications for that item. This will stop messages for that setpoint but will not affect system monitoring — your HVAC servicing company will still receive those alerts. For additional details, see How to Adjust Setpoints.
All alerts are automatically generated by our processing system based on specific parameters known as setpoints. Each setpoint monitors a particular aspect of your system’s operation, and when something falls outside the expected range, an alert is triggered. For more information about these parameters and how they work, see the section titled Setpoints.
Alerts are one-way notifications used to keep you informed about your system’s activity and status. They may appear as in-app notifications, text messages, or emails. Alerts are sent to notify you of issues with your HVAC system, provide periodic updates, confirm sales order processing, or share important information directly from your technician.
To update your system data on mobile, simply pull down from the middle of the screen to refresh. On the web version, click the Refresh button to reload the latest data snapshot for your selected unit.
The main screen provides a detailed snapshot of your system’s current operating data — it is not a live, continuously updating view. To refresh the information, see the “Refresh Data” option.
At the top of the screen is the Overview Section, showing your system’s current mode:
The Device Overview Section provides real-time measurements:
At the bottom of the screen is the All Units Section, which gives you a quick overview of all your connected systems and their most recent data.
To select a system, first choose the location from the location menu. Once a location is selected, use the unit dropdown at the top of the home screen to pick the specific system you want to view. You can always return to the main home screen by selecting the Two Sense logo at the top of the app.
We collect system and performance data solely to improve service accuracy and reliability. This information helps detect issues, improve diagnostics, and enhance your overall experience. For complete details about how your information is handled and protected, please refer to our Terms and Policy Statement available within the app.
Your data is fully encrypted and stored securely in our cloud-based database. We follow industry-standard security practices to protect your personal information, ensuring that your system data remains private and safe at all times.
Our system is built with highly reliable sensors and advanced monitoring technology designed to provide honest, accurate data — not sales pressure. It doesn’t promote or sell parts; it simply reports what’s actually happening with your HVAC system. This transparency helps build trust between you and your technician by ensuring recommendations are based on real performance data.
Yes, the unit continues monitoring even if your internet connection goes offline. However, it cannot send or receive updates until the connection is restored. Once the internet is available again, the system automatically reconnects and sends any alerts or data collected while it was offline, ensuring nothing is missed.
Installing our system should not affect your existing HVAC warranty. The technology connects to your equipment in the same way standard technicians do when they access system data for maintenance or diagnostics. If you have any concerns, we recommend confirming this with the company that originally installed your HVAC system.
Installation is simple and hassle-free. However, due to local and federal regulations, only certified technicians are permitted to perform the installation. One of our qualified technicians will handle the process for you, ensuring that everything is properly installed, configured, and operational before they leave your location.
Yes! This system is an excellent choice for monitoring vacation or seasonal homes, especially when you’re away and unable to notice temperature changes or equipment problems. If an issue occurs, our system will automatically send you a notification. In most cases, your assigned technician will also receive an alert and follow up with you directly to ensure your system is cared for promptly.
You can view and manage your sales orders by going to the Subscription section in the main menu and selecting Sales Orders. This area shows all orders processed under your account.
This section allows you to easily track your order history and see the status of all past and current service agreements.
To view all past transactions, go to the Subscription section in the main menu, open Payment Details, and then click View Transaction History at the bottom of the page. This will display a full record of all charges billed to your account.
To manage payments, go to the Payments section under the main menu and select Payment Details. Here, you can update your default payment method — this is the card we will charge first each billing cycle. If that card fails, any additional cards on file will be used automatically. Please note that at least one valid card must remain on file to keep your account active.
The Subscription section, located in the main menu, provides information about your active plans, including the type of subscription, monthly cost, and the units covered. It allows you to review your ongoing service details and confirm that everything is up to date.
If you wish to cancel your service, please review the full details in the Terms section. There are two ways to deactivate your account, and both achieve the same result.
Yes, you can choose your preferred contractor for service alerts. However, by default, you will be assigned a local partner from our approved service network. If you’d like to use a specific contractor, they must be a part of our partnering program. To request a contractor change, please contact us after sign-up at info@twosenselive.com.
In the Location section, you can edit existing locations or add new ones. These locations represent the physical addresses where your monitoring systems are installed. Locations cannot be deleted directly in the app — if you need one removed, please contact us at info@twosenselive.com. After making changes, remember to click Save at the bottom of the screen. A valid location is required before our certified installers can complete your system setup.
Within the Unit Information section, you can manage and customize details about your monitored systems. You can rename your units and even upload an image for each one. Uploaded images are stored locally on your device, meaning other users connected to your account will not see the same photo. You can also set a billing date, which helps align your energy tracking and monthly kWh cycle.
Each unit’s make, model, and serial number can be viewed for reference. If needed, you can deactivate a unit, which removes it from your account and initiates a sales order change request. Even if you deny the order update, the unit will still be removed. If a deactivation was done in error, please contact us at info@twosenselive.com.
In the Setpoints section, you can turn alerts on or off for individual setpoints on that unit. Some setpoints may also allow you to adjust threshold values directly.
Yes. Additional users can update their personal details directly within the app. They can access their Profile section to edit their name, contact information, and preferences. They also have the option to deactivate their own account if they no longer need access.
Yes. You can remove an additional user at any time by going to the main menu, selecting My Users, choosing the user you wish to remove, and clicking Deactivate Account. This will immediately revoke their access.
To add additional users, open the main menu, go to My Users, and click Add New User. From there, create a username for the new user, fill in their contact information, select their preferred contact method, and set a temporary password. The user will be able to reset their password after their first login. You can also define their permissions, such as whether they are allowed to edit unit names, location names, or setpoints. Additional users do not have access to payment information or subscription details — only the main account holder can manage those sections.
Yes, after completing sign-up, you can add and manage multiple credit cards within your account. This allows you to use different payment methods for various subscriptions or billing preferences, giving you flexibility and control over how your payments are handled.
If you’re not sure of your system’s exact location address at the time of sign-up, you can skip that step for now. Once your account is created, please contact our admin team at info@twosenselive.com, and we’ll help you add or update your location details later.
Yes, you can skip entering a credit card during the initial sign-up process. However, a valid card will be required later to fully activate your account and subscription. Even customers with special pricing or promotional plans must have a card on file to maintain account verification and prevent interruptions in service.
You’ll be asked to enter several addresses for different purposes. Your main account address represents your primary contact information and may be used for service correspondence. Your location address identifies where your system monitoring takes place, while your billing address is associated with your selected payment method. If your billing address differs from your service or main address, you can enter it separately during setup to ensure accurate processing.
If you do not agree with our terms or policies, please contact us before completing your registration. Our team can answer any questions or clarify details regarding your account setup or service agreement. You can reach us anytime at info@twosenselive.com.
Yes, once your main account is set up, you can add additional users to help manage or view your system data. You have full control over the level of access granted to each user, whether view-only or with editing permissions, allowing families, staff, or team members to stay connected with your system’s performance and alerts.
Yes, both an email address and phone number are required when creating an account. These allow us to verify your identity and keep you informed about your system status or account activity. After you complete sign-up, you can adjust your communication preferences in your profile to disable alerts by text or email. However, we may still contact you for important account-related notices.
Usernames can include uppercase and lowercase letters (A–Z, a–z), numbers (0–9), and limited special characters such as the underscore (_), dash (-), and dot (.). Usernames are not case-sensitive, meaning “User123” and “user123” are treated the same. These guidelines keep usernames flexible while ensuring system compatibility.
Your password must meet specific security requirements to protect your account. It must be at least eight characters long and include at least one number, one special character, one uppercase letter, and one lowercase letter. These rules help ensure your account remains secure while keeping the sign-in process straightforward.
Credit cards are required during sign-up so we can securely store your payment method for future orders and subscriptions. Once we send you a sales order to approve, the card on file will be used to process equipment or subscription charges. After your subscription is activated, it will automatically bill your card each month. For additional details, please review the terms section in the app’s information page.
With alerts there are two was to turn off alerts.
Individual Alerts – Go to Main Menu – Units Information – Click on unit Name – Setpoints – Click on setpoint you want to adjust- then toggle off the alerts switch.
Turn off all alerts – Go to Main Menu – Go to edit profile or click pencil beside your name – Unhighlight the (Preferred Contact Method) bullet for the communication you would like to stop.
As the customer you can only add additional system’s by contacting sales@twosenselive.com and requesting please add additional systems to my account. A team member will contact you about the next steps.