No, once your account is deleted, it cannot be recovered. You will need to create a new account if you wish to use the Hygiene IQ services again. 

The Hygiene IQ Hub requires Wi-Fi access to send real-time notifications when a sensor is triggered and to deliver hourly Check-in and Wash Target reminders. Without Wi-Fi, features like task list generation and reporting may be disrupted.

Tidy up, Restock, Door, and Monitor Usage, notifications are sent 24/7, regardless of the store's operating days and hours.

The building and floor name feature is particularly helpful for larger establishments. If your location has multiple rooms across different buildings or floors, adding these details when creating a room makes it easier to identify and manage them. Additionally, if different staff members are responsible for specific buildings or floors, you can assign them accordingly when adding users to the location in the app. This ensures they are only notified of tasks and reminders relevant to the areas they oversee.

However, these fields are optional, so you don’t need to add building and floor names if they’re not applicable to your location.

Tasks listed under the ‘Ignored’ filter refer to detection sensor activations that occur outside of the custom times set for those sensors in the location’s settings. These tasks are automatically ignored since they fall outside the defined schedule.

The number shown in the circle is the number of tasks generated from a sensor. It will increment by one each time a new task is added to the same sensor. 

The Hygiene IQ app is set to show tasks from the current date by default, but unresolved tasks from previous days will still appear in the task list. This feature ensures that you don't miss any tasks and are reminded to address them, even if it's on a later day. If you don’t want to see tasks from previous days, simply swipe left and tap Close.

The Hygiene IQ app filters the task list to show only Unresolved tasks by default, helping you easily focus on tasks that require attention. As a result, you may not see the complete history of tasks generated for a sensor due to the following reasons:

1. Resolved Tasks: If some tasks for the sensor have already been closed, they won’t appear in the task list, as it only displays unresolved tasks by default.
   To view all tasks, change the task list filter to show Resolved tasks.
2. Ignored Tasks (Applicable to Detection Sensors only): If you’ve set custom timings for detection sensors, any tasks created outside those hours will not appear under the Unresolved filter. Instead, they will be listed as Ignored events, ensuring your task list only displays sensor activations that require attention.
3. Calendar Date Selection: By default, the calendar is set to show tasks generated on the current date. To view tasks from previous dates, change the selected date in the calendar. You can choose a specific date or date range to view.
   Note: The calendar date selection only applies to Resolved or Ignored tasks. Unresolved tasks will continue to appear in the task list, regardless of the date they were generated.
4. Screen size - If your device’s screen is not large enough to display all the tasks, simply scroll down the list to view the remaining tasks. 
5. Outdated task list: Occasionally, the app may not display the most recent version of the task list. To view the latest updates, simply pull the screen down to refresh the list.

No, tasks cannot be deleted. You can only mark them as Closed once they have been resolved.

No, disabling notifications in the app will only affect the location you’re currently viewing. You will still receive notifications for other locations you have access to.

Yes, the notification setting is device-specific. If you're signed in on multiple devices, only the device with notifications enabled will receive alerts.

Yes, the notification setting is user-specific. Disabling notifications from one user’s account won’t stop other users with access to the same location from receiving notifications.

Disabling notifications through your device’s settings will turn off notifications for all locations you have access to.

The ring on the Tasks page is a visual indicator of your location’s performance in meeting the wash compliance score.

• Current Target: This represents the total number of washes staff are expected to complete, based on the wash target set in each room’s settings. If you have multiple rooms with wash sensors, the Current Target will be the sum of the targets set for each room.
• Actual Washes: This shows the total number of washes actually completed by staff, as recorded by each handwash sensor in the location.

The color grading in the wash compliance ring indicates the performance level of wash compliance:

• Red: Poor compliance
• Yellow: Good compliance
• Blue: Very Good or Excellent compliance

The Current Target value in the wash compliance score ring may appear blank if the first wash sensor was added mid-hour or before the location’s start time. The value will update at the next full hour or once the start time is reached.

The green check mark indicates that the room setup is complete, with at least one Hub and one sensor added.

A red exclamation mark indicates that the room setup is incomplete—either a Hub or a sensor is missing. Each room must have at least one Hub and one sensor to be fully set up. Once both are added, a green check mark will appear next to the room name.

The values on the room page reflect the target and washes recorded specifically for that room. The values on the Tasks page, however, show the totals for the entire location. If you have multiple rooms with handwash sensors, each room will display its own values, while the Tasks page will show the combined total for all sensors across the location.

Task notifications may stop for certain rooms in your location due to one or more of the following reasons:

• The Hub in the room is powered off.
• The Hub is disconnected from Wi-Fi.
• The Hub has not been activated with an Order ID.
• The Hub’s subscription has expired.
• The sensors have run out of battery.
• The sensors are out of range and unable to connect to the Hub.

Yes, you can. In fact, we recommend using additional Hubs in large areas to ensure seamless connectivity with all the sensors in the room. To add another Hub, simply select the room in the Hygiene IQ app and follow the steps outlined in the How to Add Additional Hubs to a Room section of the support content.

Currently, Hubs are not sold separately.

Yes, you can purchase additional sensors for $39.00 each. Simply visit Hygiene IQ's website to make a purchase. Please note that no separate subscription is required for additional sensors.

This message may appear for one of the following reasons:

• The device is not within range of your mobile device. Bring the device closer and try scanning again.
• The device is already activated and assigned to a room. Only unactivated and unassigned devices will appear in the scan results.

This error occurs when the app is unable to connect with the Hub during the sensor activation process. To avoid this, ensure that the devices are placed close to your mobile device while activating them.

There may be a few reasons for this:

• Low Battery: The sensor’s battery may be depleted. We recommend replacing the battery.
• Out of Range: The sensor may be too far from the Hub. Try moving the sensor closer to the Hub or consider adding another Hub to extend the range and create a stronger connection between devices.
• Expired Subscription License: If the subscription license for the Hub has expired, sensor notifications will not be sent. You’ll need to purchase a new license and reactivate the Hub to resume notifications.
• Sensor Recalibration Required (applicable to Door Sensors Only): If your Door sensor isn’t working as expected, please follow the steps outlined in the How to Recalibrate a Door Sensor section to recalibrate it.

If none of the above solutions apply to your situation, please contact our support team at support@hygieneiq.com for further assistance.

A red circle around the Hub image typically indicates one of the following issues. Please follow the recommended actions for each:

• Hub is unplugged: Reconnect the Hub to its charger.
• Hub is running low on battery: Plug the Hub into its charger.
• Hub has been disconnected for over an hour due to power-off: Power on the Hub using the power button or by connecting the charger.
• Hub has been disconnected for over an hour due to being powered off: Reset the Wi-Fi connection through the Hygiene IQ app. For detailed instructions, refer to the How to reset Wi-Fi for the Hub device section in the Help pages.

The red circle indicates that the sensor’s battery is low. We recommend replacing the battery with a CR2477 3V Lithium Coin Cell, which can be easily found at most stores.

Your Hygiene IQ subscription provides access to detailed reports on all tasks recorded by your sensors. Reports can be exported in two formats:

• PDF Report: Provides a summary of all tasks.
• CSV Report: Offers a detailed breakdown of tasks performed during the selected timeframe.

These reports are available in the following frequencies:

• Daily
• Weekly
• Monthly
• Quarterly
• Yearly

You can run reports for your location from the Hygiene IQ app. Follow the steps available in the How to Access Hygiene IQ Reports section to receive the reports.

Yes, you can customize the report frequency at any time by accessing the Reports Settings page in the Hygiene IQ app. You can choose one or more available frequencies and save your preferences. Follow the steps available in the How to Access Hygiene IQ Reports section to change the reporting frequencies.

Yes, all new users must download the Hygiene IQ app and create an account before they can accept a location invite.

Yes, for your staff to receive task notifications, they must have the Hygiene IQ app installed on their mobile devices and be added to the location in the app.

For security reasons, the Hygiene IQ app does not allow one user to modify another user’s name or email address. If you need to update this information, we recommend deleting the user from the location and creating a new user with the correct name and email address.

Yes, you can configure your staff members to receive notifications only for their designated areas. When adding staff to the location in the Hygiene IQ app, simply select the appropriate Buildings/Floors/Rooms they are responsible for. Detailed instructions can be found in the How to add a User and How to edit User details sections.