About this process
Whether you are moving from one home to another or wish to replace or remove an existing Sense monitor, uninstalling a Sense monitor from a home is always a two-part process: software and hardware.
Sense software
The software side includes properly disassociating the customer’s account information in the Sense app from the monitor itself. This must be done before physically removing the hardware and while the Sense monitor has an active internet connection.
- No data associated with the current account and monitor will carry over to a replacement monitor.
- While the original monitor is still online, you must perform a factory reset. This will disassociate the email address from the monitor and allow a consumer to re-use that email address for any replacement monitor (when applicable). It will also remove all customer data so that it is not available to anyone else.
- If your serial number begins with the letter "M", the current sensors and monitor may be specifically calibrated to one another and will need to be uninstalled or reinstalled together. They will have matching serial numbers on them. If there are no serial numbers on the sensors, you can use them separately from this monitor.
Factory resetting the monitor
To perform a factory reset, open the Sense Home mobile app navigate to Settings > System, and scroll down to choose Factory Reset
- The monitor must be powered on and online to complete this process.
- Do not power down the monitor until this process is completed. You will know that the factory reset is complete when the monitor powers back on and makes a noise. If you do not hear a noise, look for a blinking light near the antenna port.
Sense hardware
Uninstalling the Sense monitor
This process should only be performed by a certified electrician or an installer who is familiar with working in an electrical panel. Use extra precaution while following the steps below:
- For safety reasons, power off the main service breaker as well as the breaker that Sense is connected to.
- Remove the panel cover.
- Leave the Sense cables and power cord plugged into the Sense monitor while each component is being detached from the electrical panel.
- Use a flathead screwdriver to remove the monitor’s three power wires: the red and black from the circuit breaker(s), and the white neutral from the busbar.
- Remove the main current sensors from the main service lines. If applicable, also remove the solar sensors from the incoming solar feed.
- Remove the monitor’s antenna from the panel knockout.
- It is important to keep the Sense monitor and all of its original contents together for return purposes. This is especially important if your serial number begins with the letter "M", as the main current sensors are specifically calibrated to this original monitor.
- If replacing one Sense monitor with another, please consult the Sense Installation Guide or the Sense Installation Video for further instructions. Otherwise, replace the panel cover and power the main service breaker back on.
The replacement monitor
When the new monitor is installed, whether at the previous location or at a new location, it will need to be brought online and registered to an account. The customer can do this by choosing the “Create Account” option on the orange home screen in the Sense Home app.
To confirm the monitor can begin to re-learn the home, ensure the installation is correct and the CT sensors are properly placed with labels facing upwards to the energy source. Incorrect placement may result in inaccurate readings, such as negative signals at Settings > System > Signals in the Sense Home app or a noticeable lack of activity.
If your experience does not match the signs of what should be working, please promptly reach out to Sense Support for assistance. We are here to help.