Find solutions for common questions regarding the Fernox App. You can filter FAQs by language and category.
The Fernox App is compatible with iOS and Android smartphones. While it is primarily designed for smartphones, it may also work on some tablets.
You can contact customer support by emailing digital@fernox.com
Fill the sample bottles with Heating System Water and Fill Water. Secure the lids to prevent spillage. Open the app and from the dashboard click on the Scan Icon button, then on the text selection pop-up, select New Postal Test. Use your smartphone camera to scan the QR code. For
The kit includes a sample bottle and a QR code for tracking and identification. For a detailed, step-by-step guide on how to use the Water Quality Test, please refer to this guide.
Fill the first bottle with Fill Water, typically from a kitchen tap. Fill the second bottle with water from the heating system. Ensure both are securely sealed to avoid spillage. For a detailed, step-by-step guide on how to use the System Health Check, please refer to this guide.
A PDF certificate detailing the diagnostic results will be emailed to you and stored in your account for future reference.
The System Health Check is a premium postal sampling service that diagnoses central heating issues with laboratory precision, enabling the correct action to be taken. For a detailed, step-by-step guide on how to use the System Health Check, please refer to this guide.
The kit includes two sample bottles and a questionnaire to be filled out and returned with the samples.
Restart the app and re-enter the test details. If the issue persists, contact Fernox support.
Check your spam or junk folder. Ensure your email address is entered correctly in the app.
Use the app’s cropping and alignment tool to refine the photo, or select the closest matching value manually.
Use the same test strip to evaluate pH using the upper reagent pad. Take a photo of the strip with the app and align it to the reference colours. Select the matching pH level from the dropdown.
Dip the test strip into the water sample for 1 second, then shake off the excess water. Compare the lower reagent pad on the strip to the reference colours. Take a photo of the strip using the app and select the matching colour from the dropdown.
The Turbidity Test evaluates water clarity. Take a water sample and fill the tube to the 700ppm mark. Capture an image of the tube using the app, focusing on the black and yellow target at the tube’s base. Choose the corresponding turbidity level (A, B, or C) from the dropdown.
Yes, the app allows you to save and reuse addresses for convenience.
Yes, but ensure each pair of samples and their corresponding Order Form are in separate envelopes.
You will receive an email notification with the results PDF attached, and you can also check the app or web portal.
Check the app or web portal for updates. If there’s no status update, verify that the samples were posted correctly and contact Fernox support if needed.
Yes, contact Fernox to request a replacement kit.
Consult the recommendations provided in the results PDF or contact a professional for further analysis and action.
