How to Perform an Activity Sensor Swap

If you need to replace an existing sensor with a new one—whether due to damage or malfunction—please follow the steps below.
Note: Zemplee Support must perform a sensor swap on the backend to ensure accurate data tracking and device management.

1. Determine How You Will Obtain the Replacement Activity Sensor

Option A: Use Your On-Hand Inventory

1. Check if you have a compatible replacement sensor in your inventory.
2. Ensure the replacement sensor is the same model or one verified compatible with your system.

Option B: Request a New Sensor from Zemplee

1. If no sensor is available onsite, contact Zemplee Support at 1-888-508-5908 or support@zemplee.com.
2. Request a new sensor for replacement.
   • Provide Facility Name, Sensor Name, and Patient Name so Zemplee can ship an appropriate sensor within 3–5 days.

2. Prepare for the Activity Sensor Swap

Different sensor types have slightly different removal instructions. Follow the steps for the specific sensor type you are replacing:

Motion Sensor

• Detach Sensor: Gently remove the Motion Sensor from the wall by prying it away from the surface.

Open/Close Sensor

• Detach Sensor: Carefully remove the sensor body and magnet from the door/window or frame.

Mats

• Clean & Store: Lift the mat from its location, and clean or wipe it down as needed.

Note: Zemplee Support will advise if the old sensor can be safely disposed of locally or if a delivery service (such as FedEx) will collect it.

3. Contact Zemplee Support to Perform Backend Update

Important: DO NOT SKIP THIS  STEP. If Zemplee Support does not perform the backend swap, the new sensor’s data will not be accurately tracked or displayed.

Option A: By Phone

1. Call Zemplee Support at 1-888-508-5908 once you have the replacement sensor in hand.
2. Let them know you are performing a sensor swap. Provide:
   • Member/Patient Name
   • Client ID
   • Original Sensor Details (type, location, serial number if known)
   • New Sensor Details (type, MAC address, serial number)
3. Zemplee Support will update the system so the new sensor is correctly associated with the client account and location.

Option B: By Email

1. Email support@zemplee.com with the subject line: “Sensor Swap Request”.
2. In the email body, include:
   • Member/Patient Name
   • Client ID
   • Original Sensor Details (type, location, serial number if known)
   • New Sensor Details (type, MAC address, serial number)
3. Attach photos showing the New Sensor Serial ID (SN) as well as any labeling on the old sensor.
4. Zemplee Support will confirm receipt of your request and update the backend accordingly.

4. Install and Test the New Sensor

1. Physically Install the new sensor in the same or preferred location.
2. Power On or Activate the sensor according to the manufacturer’s instructions (e.g., insert batteries, plug in, etc.).
3. Confirm Connection:
   • Wait a few minutes for the sensor to connect and report data.
   • Check the monitoring portal/app or confirm with Zemplee Support that the new sensor is reporting properly.

5. Verify Operation

1. Monitor Readings: Ensure the sensor reports accurately over 24–48 hours.
2. Follow Up: If any data anomalies or alerts appear, contact Zemplee Support for additional troubleshooting.

For questions or further assistance, please contact Zemplee Support at 1-888-508-5908 or support@zemplee.com.