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Frequently Asked Questions

How do I "arm" my home using Hedge?

"Arming" and "disarming" your home controls the notifications your Hedge devices send to your Hedge App.

In order to limit false alarms, you’ll only be notified of certain events when your home is armed. You’ll be notified of other events whether your home is armed or not.

Notified whether your home is armed or not:

  • Smoke and carbon monoxide detectors sounding detected by your SmartCam in range of the sound
  • Water accumulation reaching as little as .5mm
  • Shifts in humidity and temperature outside your specified Leak Sensor range

Only notified when your home is armed:

  • Noise and motion detected by your SmartCam
  • Monitored doors/windows opening or closing detected by your Contact Sensors
  • Motion detected by your Motion Sensor

You'll be able to access your SmartCam live feed whether your home is armed or not; but your SmartCam will only auto-store clip recordings when your home is armed.

Click here to learn more about arming your home and here for step-by-step instructions to enable auto-arming.

How do I contact the Hedge Support team for help?

If your Hedge App or smart home devices are not working properly, contact our Hedge Support team via any of the methods listed on our Support page, or by clicking the chat icon in the top corner of the Hedge App. Our business hours are Monday-Friday, 8am-6pm CST and Saturday, 10am-2pm CST.

Please note — if you have a question about your American Family Insurance policy, you'll need to get in touch with a different team. Call 1-800-MyAMFAM (1-800-692-6326) or click here to online chat with a representative (chat is available Monday-Friday, 8am-8pm CST).

How do I set up my first Smart Leak Sensor Kit or add additional sensors?

The Smart Leak Sensor Kit contains three Smart Leak Sensors and one SmartBridge Dongle used to connect your Leak Sensors to your SmartCam.

The Leak Sensors monitor for water levels reaching as little as .5mm as well as humidity and temperature outside your specified range, configurable based on your home’s needs. Your Leak Sensors will send you a push notification in either case, regardless of whether your home is armed or not. In the event of water accumulation, the issue escalation process will automatically activate and continue until you open the Hedge App, acknowledging you received the communication. (The escalation process involves a series of additional notifications, texts, and calls to you and other users on your account, followed by your emergency contact.)

To install the Leak Sensors, you'll first need:

  • The most up-to-date version of the Hedge App, signed into your account.
  • A SmartCam, already set up and visible in the app dashboard

(make sure it’s updated to the latest firmware).

  • A SmartBridge (included in the kit), connected to your SmartCam (make sure the LED light on the back of the SmartBridge is solid blue before attempting the Leak Sensor installs). (Note that both the Smart Leak Sensor Kit and the Smart Motion Kit contain a SmartBridge, however only one needs to be used to connect both kits to the SmartCam. Hold on to any spare SmartBridges in case you need them in the future!)

Then, follow these steps:

  • Open the Hedge App.
  • Tap the "+" icon.
  • Tap the Smart Leak Sensor icon from the list of displayed devices.
  • Follow the in-app instructions to complete device registration.

Note: If you have more than one SmartCam and SmartBridge, you'll be asked to choose which SmartBridge you'd like to connect the Leak Sensor to. We recommend choosing the SmartBridge closest to where the Leak Sensor will be kept.

How do I set up my first Smart Motion Kit or add additional sensors?

The Smart Motion Kit contains two Smart Contact Sensors, one Smart Motion Sensor, and one SmartBridge Dongle.

The Contact Sensors detect if a door or window is opened or closed. The Motion Sensor detects movement of objects with a heat signature (i.e. people and pets) within a 120° field of view. The SmartBridge connects both sensors to your SmartCam, which begins recording and sends you a push notification in the event of unexpected door/window activity and motion when your home is armed.

To install the Contact Sensors and Motion Sensor, you'll first need:

  • The most up-to-date version of the Hedge App, signed into your account.
  • A SmartCam, already set up and visible in the app dashboard (make sure it’s updated to the latest firmware).
  • A SmartBridge (included in the kit), connected to your SmartCam (make sure the LED light on the back of the SmartBridge is solid blue before attempting the Contact Sensor and Motion Sensor installs).
  • (Note that both the Smart Motion Kit and Smart Leak Sensor Kit contain a SmartBridge, however only one needs to be used to connect both kits to the SmartCam. Hold on to any spare SmartBridges in case you need them in the future!)

Then, follow these steps:

  • Open the Hedge App.
  • Tap the "+" icon.
  • Tap the Contact Sensor icon or Motion Sensor icon from the list of displayed devices.
  • Follow the in-app instructions to complete device registration.

Note: If you have more than one SmartCam and SmartBridge, you'll be asked to choose which SmartBridge you'd like to connect the Contact Sensor or Motion Sensor to. We recommend choosing the SmartBridge closest to where the Contact Sensor or Motion Sensor will be kept.

How do I set up my first SmartCam or add additional SmartCams?

Check out the video below to learn how to set up your first SmartCam or additional SmartCams. We’ve also linked additional troubleshooting articles and videos below. If you get stuck, don’t hesitate to reach out to our Support team!

Installing Your SmartCam

Troubleshooting

If you don’t hear “Ready to Connect” after you press and hold the setup button underneath your SmartCam, find our troubleshooting article here.

If you’re having trouble scanning your QR code, find our troubleshooting article here.

If you’re having trouble connecting to Wi-Fi, check out this article for pointers on connecting to the right network (must be a 2.4GHz network as opposed to a 5GHz network). If connecting to the right network isn’t the issue, your SmartCam may be too far from your router; learn how to test connectivity in this video.

How do I set up my Garage Door Sensor?

Check out the video below to learn how to set up your Garage Door Sensor. We’ve also linked additional setup articles specific to iOS and Android users. If you get stuck, don’t hesitate to reach out to our Support team!

Installing Your Garage Door Sensor

iOS users can find additional information and instructions here.

Android users can find additional information and instructions here.

I already have a security system… can I benefit from Hedge?

Yes! Many security systems on the market don’t include measures to prevent water damage — and the Smart Leak Sensor Kit (included in all Hedge Packages) does just that. Installing Hedge won’t interfere with your existing system; instead, it will complement what you already have in place, providing more comprehensive home monitoring and protection.

I’m struggling to install my SmartCam on the Hedge App. What should I do?

If you're struggling to install your SmartCam on the Hedge App, it could be an issue with your Wi-Fi and password or router and network. For a full troubleshooting guide related to these common scenarios, click here.

If you’re still struggling to set up your SmartCam, please don't hesitate to contact Support using the in-app chat or by clicking here.

Do I need to be an American Family Insurance customer to use Hedge? And if I am one — will I get a discount on my homeowners insurance policy if I use Hedge?

You do not need to be an American Family Insurance customer to use Hedge.

As for discounts — if you're an American Family Insurance policyholder and have installed Hedge, we do offer discounts in certain states. To check if you're eligible for a discount, contact your agent; you can find their information here or by calling our helpline: 1-800-692-6326.

If you're an American Family Insurance customer and you'd like to file an insurance claim, contact our Claims Department at 1-800-692-6326 or follow the instructions detailed here.

How do I change my Smart Leak Sensors' acceptable humidity and temperature range?

Your Smart Leak Sensors monitor for shifts in humidity and temperature outside your specified range, which could lie anywhere between 14-122°F and 0-100% humidity. This feature could help you prevent issues like mold and freezing pipes.

Follow these steps:

  • Open the Hedge App.
  • Tap the Leak Sensor icon on the Home screen.
  • Tap the Settings button.
  • Adjust controls for both humidity and temperature (if alerts are enabled, you'll receive a push notification if the humidity/temperature leaves your "acceptable" range).
How do I enable or disable the Hedge auto-arm feature?

When you set up auto-arm, Hedge will arm or disarm your home depending on the proximity of Hedge users to the home. Follow these steps:

  • Open the Hedge App and click the "Settings" tab at the bottom of the screen.

  • Click "Auto-arming."

  • Make sure the "Enable auto-arming" and "Enable location services" toggles are both turned on.

  • Adjust the geo-fence radius to Small, Medium, or Large; or, click "Adjust pin location" to adjust the map to a customized radius.

  • When Hedge users leave the geo-fence radius, the home will be armed; when they enter it, the home will be armed.

Click here for more detailed information and instructions.

Where should I place my Contact Sensors?

Our Contact Sensors are versatile and can be placed in a variety of locations. Here are some of our recommended spots:

  • On any of your home's doors leading outside (e.g. front door, back door, patio door)
  • On any of your home's interior doors
  • On any of your home's windows
  • On cabinets, cupboards, and containers
  • On the pantry door or the refrigerator
  • On medicine cabinets
  • On safes

Note: Always test that the two panels of the Contact Sensor are in range before securing the device using the included adhesive strips.

Where should I place my Smart Leak Sensors?

You should place your Leak Sensors near appliances that could potentially spring a leak and/or areas of the home susceptible to water infiltration. Here are some of our recommended spots:

  • Under washing machines, dishwashers, and refrigerators (if they have a water supply line)
  • Under sinks — especially if the sink has had previous leaks, is old, and/or is in a place not regularly accessed
  • Near your shower, bathtub, or toilet
  • Near your hot water heater or sump pump
  • Near any low points or foundation cracks in your basement
  • Near your indoor plants (helpful if you have a habit of over-watering)
How do I add a user to the Hedge App to see my SmartCam?

Once you’ve installed your Hedge App and set up your SmartCam, you’ll be able to add additional users. They’ll be able to arm the home and view alerts, video clips, and the SmartCam’s live feed. They won’t be able to invite new users, and you can revoke their access at any time.

Open the Hedge App and click the “People” tab at the bottom of the screen. At the bottom of the next screen, click the “+” icon to invite a new user. Choose the new user from your contacts or add them manually; then click “Invite user.” Once they’re invited, they’ll receive an email to set a password; they’ll then need to download the Hedge App and log on using their email and newly set password.

Note: only added users can view your SmartCam. Your SmartCam cannot be viewed by emergency contacts or the Hedge team.

Click here for more detailed information and instructions.

How do I add an emergency contact to my Hedge account?

Once you've installed your Hedge App and set up your devices, you'll be able to add an emergency contact. In the event of a home emergency, they'll be contacted per our escalation pipeline.

Your emergency contact will not be able to access your Hedge App (meaning they won't be able to view alerts, video clips, or your live feed), and you can revoke their access at any time.

  • Open the Hedge App and click the "People" tab at the bottom of the screen.
  • At the top of the next screen, click the "+" icon; then click the "Create an emergency contact" button.
  • Choose the new user from your contacts or add them manually; then click "Add emergency contact."
  • Once they're invited, they'll receive an email detailing a few additional steps they'll need to take.

For more information on emergency contacts, click here.

Where should I place my Motion Sensor?

Our Motion Sensor is a discreet, wireless device that can be placed in many areas of the home, providing additional motion coverage that might be missed by your SmartCam’s view.

The Motion Sensor detects heat-based movement at distances up to 26 feet and has a horizontal detection angle of up to 120°. Once fitted, it’s mounted to a magnetic base that allows easy adjustments to the device orientation.

Here are some of our recommended placement locations:

  • Near any of your home's entry points (especially first-floor doors and windows)
  • In high-traffic areas of your home (think kitchen and living room — and don’t forget hallways and stairs!)
  • In your child or pet’s room… or in any area of the home that’s off-limits to either
What does it take to maintain Hedge devices?

There is little maintenance required for your devices. All they need is the occasional battery change! (Note: Your SmartCam won’t require batteries. Your Leak Sensors, Contact Sensors, and Motion Sensors require a battery change roughly every 18 months, depending on activity.)

How do Hedge’s 24/7 issue escalations work?

24/7 issue escalations via text, call, and emergency contact help you protect your home no matter where you are.

Alerts: You’ll receive an immediate push notification if your smart home devices detect a potential problem:

  • Smoke and carbon monoxide detectors sounding detected by your SmartCam in range of the sound
  • Water accumulation reaching as little as .5mm
  • Shifts in humidity and temperature outside your specified Leak Sensor range
  • Noise and motion detected by your SmartCam when your home is armed
  • Monitored doors/windows opening or closing detected by your Contact Sensors when your home is armed
  • Motion detected by your Motion Sensor when your home is armed

Escalations: Two events will trigger the escalation process if unacknowledged:

  • Your smoke or carbon monoxide detector sounding within range of your SmartCam
  • Water accumulation (“accumulation” defined as .5mm)

In light of these “high-priority” events, the issue escalation process will automatically activate and continue until you open the Hedge App, acknowledging you received the communication. (The escalation process involves a series of additional notifications, texts, and calls to you and other users on your account, followed by your emergency contact.)

Click here for more information and to learn how to respond to alerts once you've installed Hedge.

Where should I set up or place my Hedge devices?

Your Hedge devices are incredibly versatile. Below are a few recommended placement locations for proactive home protection.

Indoor SmartCam

You can place your SmartCam practically anywhere — as long as it’s indoors!

  • Near the main entryway of your home, pointed at your front door
  • Near other entryways (e.g. your back door, side door, or garage door)
  • Near first-floor windows
  • Just inside a door or window, pointed outside
  • In the master bedroom (often the first place a burglar heads to)
  • In any high-traffic areas of the home, like the kitchen, living room, or main hallway
  • In your child’s room (or pet’s room)

Leak Sensor

You should place your Leak Sensor near appliances that could potentially spring a leak and/or areas of the home susceptible to water infiltration.

  • Under washing machines, dishwashers, and refrigerators (if they have a water supply line)
  • Under sinks — especially if the sink has had previous leaks, is old, and/or is in a place not regularly accessed
  • Near your shower, bathtub, or toilet
  • Near your hot water heater or sump pump
  • Near any low points or foundation cracks in your basement
  • Near your indoor plants (helpful if you have a habit of over-watering)

Motion Sensor

You can really place your Motion Sensor anywhere in the home; we recommend you choose a different location than your SmartCam, as your SmartCam also monitors for motion.

  • Near any of your home's entry points (especially first-floor doors and windows)
  • In high-traffic areas of your home (think kitchen and living room — and don’t forget hallways and stairs!)
  • In your child or pet’s room… or in any area of the home that’s off-limits to either

Contact Sensors

Like your other Hedge devices, your Contact Sensors are very versatile. Here are some of our recommended placement locations.

  • On any of your home's doors leading outside (e.g. front door, back door, patio door)
  • On any of your home's interior doors
  • On any of your home's windows
  • On cabinets, cupboards, and containers
  • On the pantry door or the refrigerator
  • On medicine cabinets
  • On safes
How do I update SmartCam firmware?

You'll need to follow the below steps for each SmartCam separately:

  • Open your Hedge App and click the SmartCam you'd like to update.
  • Click the settings gear in the upper right hand corner.
  • Under "Additional info," you'll find the firmware setting. If it says "Up to date," there's nothing you have to do. If it says "Update available," click to download the firmware.

For more details on updating your SmartCam firmware, click here.

How do I get started with Hedge?

Getting started is easy! Once you've received your devices in the mail, follow these instructions. (Please note, you'll need a smartphone (iOS 11.2 or higher, or Android 5.0 or higher) and be connected to Wi-Fi to use Hedge.)

For even more detailed instructions, see below:

Still need help? We've got you covered! Just reach out to our Support team.

Is Hedge releasing new devices?

At Hedge, we're committed to providing more smart home device options to help proactively protect your home. We're excited to offer the following devices in 2021.

Video Doorbell

A video doorbell is one of the best ways to reduce the chance of becoming a target of porch pirates or would-be intruders. In late 2021, you’ll be able to add our Video Doorbell to your smart home protection package.

Available: Late 2021

Which additional devices would you like us to add to Hedge? We’d love to hear your ideas! Get in touch by pressing the Chat icon in your Hedge App or visit our Support page for different ways to contact us.

Do Hedge packages have monthly fees or long-term contracts?

If you purchase Hedge after August 3rd, 2020 then no: Hedge packages do not have monthly fees or long-term contracts. Your purchase is a one-time charge.

If you purchased Hedge before August 3rd, 2020 then you were part of our original pricing and have been paying for Hedge in small monthly fees. But, good news: once the total amount you’ve paid in monthly fees matches the current one-time charge for Hedge’s Protect Package, you will have paid in full; at that point, you won’t have monthly fees either! Feel free to contact Support if you have questions about your specific payment plan, or to learn when you will have paid for Hedge in full.

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