Support

Let's fix it

Information to get you up and running or help debug an issue

Hub & Sensor

What does the LED on my Hub indicate?

Blue: If the Willow Hub is powered and the LED is flashing blue, the Hub is ready to pair.

Green: A green flashing light on the Hub indicates the unit is powered and connected to our broker

Yellow: A yellow light indicates the Hub is trying to reconnect with the WiFi network and broker

Red: An alternating red light with blue or green indicates an error

Pink: When resetting the Hub, the device will flash pink before returning blue

Why is my Hub LED alternating between Green and Red?

NEW USERS

If you are trying to connect your Hub to the WiFi and your Hub is flashing green and red, an error has occurred. It could be:

  • Wifi credentials were entered incorrectly
  • Hub is out of range for your Router and so cannot connect to the WiFi
  • Your WiFi is not a 2.4GHz band
  • Your Wi­Fi settings don't have 802.11 b/g/n and WPA2-PSK enabled
  • MQTT broker connection failure

Please check your WiFi credentials and settings before trying again.

EXISTING USERS

An intermittent red and green flash is nothing to worry about. Your Hub may have briefly lost connection with the WiFi but will automatically re-establish the connection.

If the Hub is flashing green and red in error for some time, the Hub is having trouble reconnecting:

  • Ensure the WiFi credentials and/or settings haven't changed. If you have changed your credentials, these will need to be passed onto your Hub. Please navigate to 'My Hardware' in the Willow app and to the Hub settings. Next to the WiFi connection will be a pencil icon for editing. Please follow these prompts to reset and reconnect your Hub.
  • If you haven't changed credentials, please first reboot your Hub by unplugging for 5 seconds and then reconnecting.
  • If the reboot hasn't worked, please navigate to 'My Hardware' in the Willow app and to the Hub settings. Next to the WiFi connection will be a pencil icon for editing. Please follow these prompts to reset and reconnect your Hub.

What does the LED on my Sensor indicate?

A single-colour LED is included to provide visual feedback on the Sensor.

Unpowered: No flash

Advertising and awaiting Bluetooth provisioning: Alternating on and off 1 second red flash for 30 seconds.

Powered, and provisioned: A 50ms flash of red followed by a ten second break before another flash

Rebooting: Alternating on and off 100ms red flash with 1 second break

Resetting: Alternating on and off 100ms red flash

How do I reboot my Sensor?

Should you wish to reboot your Sensor, engage the button on the bottom of the device, with the provided pin, for 6 seconds (no longer than).

How do I factory reset my Sensor?

Resetting your Sensor should be a last resort only. This will permanently remove the bond between the Sensor, Hub and plant. To reset, use the provided pin and engage the buttton on the bottom of the sensor for 12 seconds (no longer than).

How do I reboot my Hub?

Should you wish to reboot your Hub, simply unplug and plug back in your device

How do I factory reset my Hub?

Resetting your Hub should be a last resort only. This will permanently remove the bond between the Hub, Sensor and plant. To reset, press the buttton on the bottom of the Hub for 10 seconds (no longer than). The lights will change from Green to flashing Pink before stopping. If the reset was succcessful, the device will flash blue.

How do I update my Hub Wi-Fi connection?

A new build is on it's way soon that will allow you to do this.

Pairing Willow Devices

Where is the Sensor Button?

The Willow Sensor is made up of two sections: The top housing for electronics and the detacheable soil moisture probe.

Seperate the two halves and on the underside of the top housing is the button.

Hub failed to pair to phone

Ensure you have bluetooth enabled on your phone and the Hub is powered (flashing blue) and within reach. If the Hub is not flashing blue then it is not ready to pair. In this case, locate the button on the bottom of the device and hold for ten seconds to reset the Hub.

Hub failed to connect to Wi-Fi

The most common reason is that many smart home devices, including the Willow Hub, can only connect to the 2.4-GHz Wi-Fi band. Please ensure you are attempting to connect to this, not 5GHz. Please also ensure you are using the correct credentials.

Hub failed to connect to broker

If you’re trying to connect your Hub to the Wi-Fi and it’s flashing green, but the app is stuck on the “Your Hub is connecting to the MQTT broker” step, an error has occurred.

Simply put, the Hub and app got out of sync. The Hub has connected, but unfortunately your phone lost the connection and is stuck searching. A quick reset should fix it:

  • Hold the button on the bottom of your Hub for 10 seconds. The light will flash pink, then stop and turn blue
  • Close the Willow app completely
  • Open the app again, go to the hardware page, and press the + button
  • Follow the steps to pair a New Hub and connect to Wi-Fi

Failed to pair Sensor with Hub

First step is to have the Hub 'find' the Sensor. Ensure your your Hub is powered and flashing green and that you have Bluetooth enabled and are within range of the Hub. Engage the button on the bottom of the Sensor for two seconds. The Sensor will begin to flash red and advertise itself to the Hub. Only then should you press the pair button within the App.

If the Hub failed to pair with the Sensor, the bonding may not have finished before the Sensor stopped advertising. Please press the button on the device and try again within the app.

Paired Sensor with the wrong plant

If you were pairing your Willow Sensor and accidentally paired it to the wrong plant within your collection. Don't stress, this is an easy fix. Navigate to the Hardware Settings > Tap the Sensor tab at the top > Locate the Sensor in question and press the green arrow.

In these settings you will see the Sensor is paired with 'Plant Name' . Here you can press Unpair and will be asked to pair with a different plant.

Paired Sensor to Hub but not to a plant

If you were pairing your Willow Sensor and accidentally skipped the last stage of pairing it with plant. No dramas, this is an easy fix. Navigate to the Hardware Settings > Tap the Sensor tab at the top > Locate the Sensor in question and press the green arrow.

In these settings you will see the Sensor is paired with your Hub but under that will say it's not paired with a plant. Here you can press pair and choose from an exisitng plant or browse for a new one.

App crashed during pairing

If your app is crashing for any strange reason or not loading properly, navigate to the app settings on your phone, find Wilow and clear the cache.

Mobile App

How does the Plant Happiness Score work?

We provide a plant score out of 100 to let you know how your plant is truly feeling at any given time.

A score of 100 and your plant is comfortable and sitting in mint conditions 👌

Your score will begin to decrease if:

Your plant is exposed to conditions either too hot or too cold for too long (ambient temperature)

The air around your plant is too moist or too dry for too long (ambient humidity)

Your plant is exposed to too bright or too dark conditions for too long (ambient light)

Your soil is too wet or too dry for too long (soil moisture).

I am recieving lots of low light messages, is this normal?

Please ensure the light pipe on your sensor is facing directly towards your closest light source and has an unobstructed view.

To learn more about lighting within your home, check out our light guide within the app.

Why do I recieve light notifications at night time?

The trigger events and timing of plant notifications differs for each type.

Low Light takes longer to impact and is less destructive for your plant. There can also be attributing factors other than the positioning of your plant such as a stormy day or curtains left closed. In this instance, Willow reviews data from sunrise to sunset (for your location) and provides a notification at the end of the day about how your plant fared.

Too Intense Light is messaged in real time as this can cause some real damage and allows you to correct the plant's conditions then and there.

How do I update events for multiple plants?

To save you time adding events, such as fertilising your plant, individually to your plants within the app, there is a bulk add feature.

This allows you to add multiple eventsto multiple plants at the same time!

Simply head to 'My Plants' and click the + icon in the top right and follow the navigation.