Installation Help

Have a question about installing Ting?  Click a link below to find the answers you need.

Common installation issues

Click on a topic below.  Other tips can be found in the Installation Instructions section below.

Installation instructions

Ting is designed to be fully DIY (do-it-yourself). 

With a few easy steps, Ting will be watching over your home for electrical fire hazards 24x7. 

THE SHORT VERSION


Download the Ting Sensor app - the yellow Ting Sensor app, NOT the blue ting app - to your smartphone, launch it, and let the app guide you through the installation steps. 

Alternately, if you prefer to walk through the process first, follow along below.

You'll notice buttons such as this one as you scroll through the installation procedure; clicking them will display troubleshooting help should you get stuck for some reason.

Most issues we see during installation are related to Wi-Fi or Bluetooth connection issues, which can happen with older phones and/or older routers. 

If you remain stuck for some reason, click here and let us know where you are stuck, and your phone model and operating system version. 

Example
iPhone 8, iOS v 14.1.
Won't connect to my WiFi.

IMPORTANT REMINDERS


(1) The Ting Sensor app is required to install Ting and requires a smartphone.
Downloading it to your smartphone is the first and most important step - it will guide you through the installation.  Make sure you download the correct app - it is the one with the yellow icon (see below).

(2) Simply plugging in the sensor will not activate your Ting service. 
Wait until the Ting Sensor app prompts you to plug it in during the installation process.   

What's needed for Ting service in your home

Smartphone
running iOS or Android,
see Device info 

You will need to have a mobile “smartphone" (or iPad) capable of downloading and running the Ting App from the Apple App Store or Google Play Store.  The Ting Sensor app is not intended for - and will not operate on - PCs, Macs, or laptops.

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Supported Apple Devices:  Devices running iOS 11 or higher.  Can be installed on an iPad. Click here to view Apple's official list of devices compatible with iOS 11.  

Supported Android Devices:  Smartphones running Android 5.1 or higher.  Click here for a list of supported devices, please note however that this is not an official Android site.

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Not currently supported:
Amazon Fire Tablets
Samsung Galaxy Tablets
Microsoft Windows Phones

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If you do not have a compatible smartphone/device, an alternative is to have a family member with a smartphone download the app and install Ting for your; please note, this cannot be done 'remotely'.

Wireless home network
open Wi-Fi is not supported,
see Wi-Fi guidance

During the installation process you’ll be asked to select your Wi-Fi network from a list of detected networks, and to authenticate to that network.  This one-time process of authentication is no different from connecting a new phone, tablet, laptop, or other devices to your network.  

If you don’t see your network listed when installing:

Ting operates on 2.4GHz networks only.  Most routers have both 2.4GHz and 5GHz radios and support running both/multiple networks at the same time.

Your network is not secure.  Secure (aka encrypted) networks are the norm these days.  'Open' wireless networks are inherently unsafe.  Most routers support operating multiple networks with each network separately secured (or open); Ting requires a WPA/WPA2 secured network. 

Special note:  If you are using WEP to secure your network, it will still show, however, when you select that network we will warn you that it is not adequate.  Why?  WEP (Wired Equivalent Privacy) is a very old security protocol that was phased out in the early 2000’s due to extreme security flaws. If you are running WEP, it’s time to implement WPA/WPA2.  

You’ve set up your network to hide the name (aka SSID).  This is a good security practice, but not used by many.  We are working on a way to allow you to enter the network name.  For now, you’ll need to temporarily ‘unhide’ the network name for a few minutes during installation, and then re-hide when completed.

You can read more here about how we’ve secured the Ting Sensor to ensure your privacy and safety.

Broadband internet
not all internet service is created equal, see Internet notes

The Ting Sensor is a smart device that requires an internet connection to communicate with the Ting service.  As a 24x7 service, Ting requires a stable internet connection that is always 'on'.

If you have a steady broadband connection with your internet provider, but you 'turn off' your internet periodically, Ting will not operate.

In general, satellite, dial-up, hotspots, and metro-area Wi-Fi are not recommended.

Satellite internet is not considered to be a stable internet connection by most measures. Because of its 'path' between your home and the internet, it is prone to high 'latency'.  Providers can and do 'throttle' network speeds at times.  Ting will still operate, however, the Ting app may generate internet outage notifications, or you may notice gaps in data on your power quality reports. 

What's NOT needed:  Tools, batteries, electrician, or professional installer.

What's needed to complete your installation

As you prepare to download the Ting Sensor app and follow the prompts to install, please keep the following in mind:

  • Ting requires an indoor outlet.  Learn more here about finding the best location by clicking below.   

Ting is designed to work while plugged directly into a traditional 3-prong power outlet.  Ideally, identify an interior outlet in a lesser-used part of your home, where your Wi-Fi signal is good.

Where NOT to locate Ting:

  • Exterior outlets.
  • Unconditioned spaces, for example, a traditional garage.
  • Kitchen outlets.
  • 'Smart plugs’ or ‘smart outlets’. 
  • Extension cords, power strips, or uninterruptable power supplies (UPS).  
  • GFCI outlets.  Exception:  it can however be plugged into a regular outlet that happens to be on a GFCI-protected circuit.

Can I move Ting to a different outlet in my home after installing it?  Yes, you can.  Be sure to follow the guidelines above regarding the new location.  Simply unplug it, and then plug it back in.  You will receive a notification - which you can ignore - on your Ting Sensor app when you unplug/plug-in.

3-prong outlets have been the norm for decades, however, some homes just don't have them, or if they do, they are in short supply.

What if I don't have any 3-prong outlets in my home?  What if the only 3-prong outlets are in the kitchen?

First, PLEASE don't break off the grounding prong on your Ting sensor (or from any plug or device).  This would be a safety issue first and foremost, would void the sensor's lifetime warranty, and prevent Ting from properly operating.

Ting can be plugged in a 2 prong outlet using an adapter readily available online or at a local hardware store.

2-3 prong adapter 

IMPORTANT: 2-3 prong adapters come with a small metal grounding clip attached to them.  The clip is a square-shaped piece of metal with a circle in the middle.  This grounding clip helps secure the adapter to the outlet.  Install the outlet cover plate screw through the hole in the metal ground clip.

  • You'll be prompted by the Ting Sensor app to turn on Bluetooth and Location Services on your smartphone if they are not on already.  Importantly - for your privacy - both of these are only needed this one time, during installation.  Ting does not need - nor will Ting ever ask you to turn on - Bluetooth or Location Services after installation. 
  • You'll be asked to select the home Wi-Fi network that you'd like to use for Ting; as with any computer or smart home device, you'll be asked to authenticate to your network - once.

Installation procedure

Step 1 of 2 - Download and launch the Ting Sensor app

GOOD TO KNOW

The Ting Sensor app is FREE and included as part of your Ting Service - you will not be prompted to pay anything when you download it.

(1.a)  From your smartphone, download the Ting Sensor app.  To locate the Ting Sensor app:

For Apple phones:  Open the Apple App Store on your phone and search for the "Ting Sensor" app - it's the yellow app icon.  Alternately, simply click, tap, or scan the QR code to to locate the app.

For Android phones:  Open the Google Play Store on your phone and search for the "Ting Sensor" app - it's the yellow app icon.  Alternately, simply click, tap, or scan the QR code to locate the app.

Do you have the right App?  Make sure you've downloaded the correct app.  You're looking for the Ting Sensor app, which is a yellow icon.

 Ting Sensor app icon

Avoid the blue ting app! There is a mobile phone service company that goes by the same name but is not related to our (Whisker Labs) Ting Sensor app, it is a blue app). 

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Worried about storage (aka, memory) space on your smartphone?  Don't be!  The Ting Sensor app is relatively 'lightweight'; it does not take much space at all, generally about 15 MB, or 0.015 GB. (for comparison, many times less than browser or map apps).

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Ting will never ask you for your Apple ID or Google Play credentials! When you click Get/Download to load the app and land on Google or Apple, you might be prompted to authenticate to your Apple ID .  

(1.b)  Launch (open) the Ting Sensor app.   From this point forward, the installation process will be guided by the Ting app.  We've included those steps below just in case you have questions during that process.

Stuck on the starting yellow screen when opening the app?  You may have an internet connection issue on your smartphone.  Close the app and restart it, and ensure that your Wi-Fi is on with a good connection. 

While rarely needed, in some cases a restart of your phone may be required.

 

Step 2 of 2 - Follow the prompts in the app to complete the installation process

(2.a)  Create your Ting Account.

ting sensor app screen - create account

You'll be presented with the 'Create Account' screen.  Fill in all fields.

  • Enter your first and last name
  • Enter your phone number and email - the best number and email to reach you should we need to communicate with you about your service
  • Create a password for your Ting app.
    A minimum of 6 characters is required; if you are on a screen that does not look like this one, asking for 10 characters, you've downloaded the wrong ting app.
  • After completing all fields, confirm they are correct (especially your email) and click the 'Create Account' button.

Next, you'll be presented with the Terms and Conditions for your Ting Service.  In parallel, we'll be emailing you a confirmation code which you'll need in Step 2.c. below.

Make sure you're on the Create Account screen.  The 'Sign In' at the top right is for existing customers who have installed Ting already.

 

(2.b)  Review Terms and Conditions.

You'll be presented with Terms and Conditions for the Ting Service, also known as an end-user license agreement (EULA).

Once you review and click 'I Agree', you'll be taken to the next screen, where we'll ask for the confirmation code referenced above.

Note:  Easy access to this agreement is always available in the app main menu (once installed), and online here.

(2.c)  Confirm your email.

ting sensor app screen - confirm account

At the end of Step (2.a) above, Ting generated a confirmation code and sent it to the email you used to create your account.  This is required to complete the account creation process and verify your email.   

If you don't see the code in your email, please check your spam or junk folder.  It normally only takes a minute to reach your email, however, is some cases it but could be delayed a few minutes.

  • Enter the email address you used to create your account in Step (1.a) above.
  • Enter or paste your confirmation code.
  • Click 'Confirm Account'.

After confirming your account, the app will start the Sensor installation process.

Not receiving the confirmation code?  In some cases, the confirmation code may erroneously be flagged as spam or junk.  Please check those folders in your email account.

Also, be sure to check the email that was used in Step (2.a) to create your Ting account.  Many of us have several email accounts, each of which is used for different purposes.

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Received the code, but it does not seem to be working?  It may be that the code expired.  Please click RESEND at the bottom of your screen. 

Or, the code may be valid, but your email might be incorrect.  Be sure to use the email that was used in Step (2.a) to create your Ting account.  Many of us have several email accounts, each of which is used for different purposes.

(2.d)  Install your Ting Sensor.

IMPORTANT!


Please keep your smartphone and sensor near each other during this last step of the process. 
During this last sequence of steps, your smartphone should remain relatively close to your Ting sensor, within 6 feet is recommended.  Importantly, once Ting is installed your smartphone will never be required to be near your sensor.

If you don't have Bluetooth and Location Services enabled on your smartphone, you'll be prompted and guided by the app to enable them for the installation process. 

If you're having trouble with either of these smartphone functions, refer to the links below.

Learn more here about Bluetooth settings.

Learn more here about Location Services settings.

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A word on Location Services - Good Practice:  When you're finished installing, turn off Location Services for Ting.  Ting app does not need your location after installation and does NOT perform any location tracking, be assured of that.  It is good practice to remove location services from any app where those services are not absolutely needed.

Will turning OFF Bluetooth on my smartphone after installation impact Ting?  No!  Ting does not require Bluetooth after installation.

Refer to the slider below for the remaining screens you'll see during this stage of the installation process.

A - Sensor Install - Start

You'll need your Wi-Fi network password - just this once - to authenticate and connect your sensor to Wi-Fi.

Click NEXT.

B - Plug in Sensor to Outlet

Now it's time to plug in your Ting Sensor.

C - Sensor Pairs with Your Phone

This is automatic and a one-time event for installation.  Your sensor pairs to your phone/app to support authentication to your Wi-Fi network.

Your phone/app will never be required to be 'paired' to your sensor after installation.

D - Searching for Wi-Fi

This is automatic.  The app is locating nearby Wi-Fi networks.

E - Verify Your Ting Sensor Location

The Ting service protects your home.  As such, your home address is required.  

You'll notice that an address is pre-populated; We've done our best to locate your home, but the information may need to be edited.  Please do that now and ensure the information is accurate.

Click SAVE AND CONTINUE.

F - Available Wi-Fi Networks

Select the Wi-Fi network that your Ting Sensor will connect to. 

If you don't see your network, it may be not meet requirements, or you may not have an adequate Wi-Fi signal.

G - Authenticate to Your Wi-Fi Network

Enter your network password.  This is only required once, to authentic Ting to your Wi-Fi network. 

You will receive “Incorrect Wi-Fi Password” message if the password is wrong.  Ensure you've selected the right network, and enter the password again.

If you do MAC filtering on your router and have not added Ting to that whitelist, you will receive the same error.  Note, the MAC address is on the outside of your Ting box.

H - Configuring Sensor

This step is automatic.  You've authenticated to Wi-Fi successfully.  Ting is finishing its configuration process.

I - Setup Complete

This step is automatic.  Ting setup is complete.  Just one more step.

J - Testing Connection

This is the last step, and its automatic.  Ting is testing its connection.

J - Testing Connection

You're all set! 

Your sensor LED light should now be solid green.

Ting is now helping protect your family and home. You'll now be directed to the Ting Sensor app home screen.

Received "WiFi password error"? 

  • Double-check to ensure you are  connecting to the correct network, with the correct password
  • If you have a 'secondary' or more than one access point in your network, restart the app.
  • On some Android phones, special characters can add a space to the password, which results in the wrong password being entered.  Make sure you delete any such spaces.

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Received an error “Can’t Get List of Wi-Fi Networks”? 

  • Ensure that your smartphone sees the network you're connecting to. 
  • Move the sensor to an outlet that is closer to your router (if not already close). 
  • Otherwise, please restart your phone.

Ting Sensor Light Blinking Blue/Red after Installation


We may have updated the Ting Sensor firmware since your Ting was originally shipped.  If your sensor requires a firmware update to be brought up to date, you will see the sensor light blinking blue/red.  This should take no more than a few minutes to finish. 

If after the sensor light goes back to green but you can't see data in your app, simply close the app and restart it.

If at the end of the installation you see that your sensor is not solid green, take notice of what the sensor LED light is doing.

 Ting sensor LED light states

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Firmware updates.  Generally speaking, firmware is specialized 'software' that is embedded in hardware.  Conveniently, we take care of ensuring your sensor firmware is always up to date with the latest security and service features. 

From time to time, we will update your sensor firmware; you will see the sensor light blinking blue/red during this process.  This should take no more than a few minutes to finish; your Ting sensor light should return to solid Green afterward. 

 

Not seeing what you need here?  Click here to fill out our brief help form and let us know how our care team can assist.  Please include your phone type, operating system, and issue.
example:  iPhone 8, iOS v 14.1, won't connect to my WiFi.