We are here for you!
Whether it’s setup, technical issues, or individual concerns — our Fact & Feeling support team is here for you 7 days a week.
You can submit your request at any time via our ticket system. We respond quickly, offer personal assistance with every issue, and, if needed, contact you directly by email or phone.
Frequently Asked Questions
1. Power Supply of the Device
1.1 Is the device mains- or battery-powered?
Device operates exclusively with mains power and is powered via a power adapter. It is not battery-powered. The power supply is provided through a USB-C connection.
1.2 What are the power supply specifications?
Device is powered via USB-C at 5V. Typical power consumption is around 1W – ensuring energy-efficient and reliable continuous operation.
1.3 What should be considered regarding different power systems in various countries?
By default, the device is delivered with a power adapter for the European market. If the device is shipped to another country, a suitable adapter for the respective power system will be included.
2. Size and Placement of the Device
2.1 How big is the device?
The dimensions of device are 66.5 mm × 66.5 mm × 36.5 mm (L × W × H). It is compact and can be easily placed in various types of rooms.
2.2 Is any special preparation needed for placement?
No, this device does not require any special preparation or additional infrastructure. After unpacking, you simply enter the serial number for activation — then the device is plugged in and starts measuring right away.
2.3 What is the ideal location for the device?
The device should be placed in the area where air quality is to be measured. It’s recommended to place device freely in the room — e.g., on a table or shelf. Avoid placing it directly near heaters, windows, or vents to ensure accurate readings.
3. Sensors
3.1 What does device measure?
Depending on the model variant, the device measures various environmental factors such as temperature, humidity, CO₂, particulate matter (PM), volatile organic compounds (VOC), noise levels, and light intensity. Not all sensors are included in every device — the exact configuration depends on the selected product variant.
3.2 Are there different sensor combinations depending on the device type?
Yes, each variant of device contains a specific combination of sensors tailored to its intended application. An overview can be found on our product page in the shop.
4. Platform Subscription Activation (Web App & Mobile App)
4.1 Do I need to purchase the device before I can activate the software subscription?
Yes, purchasing a device is required to activate the platform subscription. Each device comes with a unique serial number, which you will need after purchase to activate your user account. Only after activating the device using this serial number can it be linked to the platform and fully utilized.
4.2 Can I set up multiple devices at the same time?
Yes, the platform allows multiple devices to be registered and managed simultaneously. The number of devices and users that can be set up depends on the selected subscription plan. Larger plans enable multiple users to jointly access and centrally manage various devices.
5. Connecting to the Internet
5.1 How do I set up the device?
Device features an integrated Wi-Fi configuration system (SoftAP). After switching on the device, it emits its own Wi-Fi signal. You can connect to this signal using a smartphone or laptop to link the device to your local Wi-Fi network. The setup takes only a few minutes.
5.2 Do I need technical knowledge?
No, no prior technical knowledge is required. A clear step-by-step guide walks you through the entire process — easy to follow and self-explanatory. Even users with limited technical experience can set up the device without difficulty.
5.3 Which Wi-Fi standard is supported?
Device supports 2.4 GHz Wi-Fi according to the IEEE 802.11 b/g/n standard. This is the most commonly used Wi-Fi standard worldwide and is supported by nearly all household and business networks. No special router or technical knowledge is required — your existing Wi-Fi is sufficient.
6. Data Management and Privacy
6.1 How frequently is data collected?
By default, device collects current environmental data every 10 minutes. This interval can be flexibly adjusted depending on the use case: shorter intervals provide more frequent readings, while longer intervals help save energy (e.g., for battery-powered models).
6.2 How is the data transmitted?
The collected data is transmitted via Wi-Fi using the secure MQTT protocol to our cloud platform, where it is analyzed and visualized in real time.
6.3 Where can I view my data?
All measurement data is accessible through your personal online dashboard. There, you can get a clear overview of current values, timelines, alerts, and trends — both numerically and visually. You can also set threshold values directly.
6.4 Who has access to the data?
Only authorized users within your organization can access the data. Additionally, our multi-tenant system ensures that all customer data is strictly separated. The platform fully complies with GDPR requirements.
6.5 Is my data securely stored?
Yes, all data is protected using modern security standards. We use TLS-encrypted connections, role-based access rights, and exclusively host data on certified German data centers. Your data is safe at all times.
6.6 Are there regular updates?
Yes, all devices receive regular automatic over-the-air (OTA) updates. These include important security patches, new features, and bug fixes — all without requiring manual action. Your device stays up to date at all times.
7. Alerts
7.1 What types of notifications are available (email, push, visual)?
Device notifies you of threshold violations via push notification or email, depending on your settings. These alerts are sent even if the app or dashboard is not currently open. The goal is to make critical changes immediately visible.
7.2 Can I set my own thresholds for alerts?
Yes. Users can choose between predefined thresholds (e.g., based on scientific recommendations) and custom settings. This allows device to be flexibly tailored to personal needs — for example, more sensitive particulate matter limits for people with asthma or adjusted quiet hours for shift workers.
7.3 Can alerts be sent to multiple people at the same time?
Yes. If the main user or admin grants access, alerts can also be sent automatically to others. This ensures that all relevant individuals — for example, within a team or facility — are promptly informed.
8. Support
8.1 How does technical support work?
Our technical support team is available seven days a week, including weekends. You can conveniently submit your request through our ticket system on the website. We respond quickly and personally, and if needed, we’ll contact you by email or phone.
8.2 How long does it take to receive a response from support?
We usually respond to inquiries within 24 hours — often even faster. Our support team is also available on weekends. All inquiries are answered within 48 hours at the latest.
9. Warranty
9.1 How long is the warranty for devices?
All devices come with a 2-year warranty, even for commercial use. The warranty starts on the delivery date and covers all material and manufacturing defects — regardless of whether the device is used in an office, a care facility, or a school.
9.2 What does the warranty cover and what is excluded?
Our warranty covers defective components, sensors, and internal electronics, as long as the damage was not caused by external influences. It does not cover damage from improper use, water exposure, mechanical impact, or unauthorized tampering with the device.
9.3 How does the replacement or repair process work?
If your device experiences a defect, send it back to us. Our team will carefully inspect the device. Depending on the result, it will either be repaired or replaced — free of charge if covered under warranty. The evaluation and processing are completed within 16 business days. Please note: shipping costs for sending and returning the device are additional.
