This guide provides solutions to frequently asked questions and directs you to the right place for assistance.
Frequently Asked Questions & Common Issues
Why is a user's status "Pending"?
A "Pending" status in the Users tab means an invitation email has been sent, but the user has not yet clicked the link and created their password to activate their account.
Solution: Ask the user to find the invitation email (subject line: "Welcome to the Mero Control Center! Set Up Your Account.") and complete the setup. If they cannot find it or it has expired, an administrator can resend the invitation from the user's profile.
I didn't receive my activation email. What should I do?
If a new user cannot find their activation email, here are the steps to take:
Search Your Inbox: First, search your inbox for an email from [email protected] with the subject line: "Welcome to the Mero Control Center! Set up your account." Be sure to check your spam or junk folder as well.
Admin Solution: If the email still cannot be found, the easiest way to resend the invitation is for an administrator to delete the user from the Mero Control Center and then add them again. This will trigger a new activation email.
Why am I not receiving push notifications on my phone?
This usually happens if the Mero app is not installed or if permissions have not been granted correctly.
Solution: Follow the step-by-step instructions in Installing the Mero App (PWA) & Enabling Notifications to install the app and properly configure your phone's notification settings.
Why is a device showing as "Offline"?
An "Offline" status for Networking Equipment or a Base Station means it has lost power or its internet connection.
Solution:
First, physically check that the device is securely plugged into a working power outlet.
If it's networking equipment, ensure all ethernet cables and antennas are firmly connected.
Perform a restart as described in Installing and Troubleshooting Networking Equipment.
If the device is still offline after these steps, please contact support.
Data Accuracy
Why isn't a visit being registered even though the cleaner says they were there?
For a visit to be registered, a cleaner's beacon must be detected within the range of a basestation for at least one continuous minute. If a cleaner enters and leaves an area in less than a minute, the system may not register it as a formal visit.
What can affect the accuracy of the data?
Several factors related to beacon and basestation placement can impact data quality:
Improper Beacon Use: If cleaners leave their beacons on a cart at the entrance to a site or in a locker, the system cannot accurately track which areas they visit. This can make the data difficult to use. See this article for information on excluding data from abandoned beacons.
Low Basestation Signal Strength: If the signal strength for a basestation is showing as "Low" in the Devices tab, data transmission could be delayed or intermittent.
Overlapping Basestations: If two basestations are placed too close to each other, a cleaner's beacon may be detected by both simultaneously, causing them to appear in two locations at once in the reports.
Solution: If you are consistently seeing data accuracy issues or cleaners appearing in two locations at once, please file a support ticket so our team can help diagnose and resolve the issue.
How to Get Support
If you've run into an issue you can't solve or have a question about the platform, our support team is here to help.
Locate the Get Support button in the bottom-left corner of the main navigation menu.
Click the button to open the Mero support chat widget.
Type your question or describe your issue, and a member of our team will assist you.