Guardian Help Centre

Guardian brings all your pump stations onto one screen. You can see live readings, receive alarms, look back at trends and keep maintenance and equipment records in one place, on desktop and mobile.

What you see depends on the equipment at each station and the access you've been given. Remote control is only available at stations where it has been set up and tested.

Read the introduction →

Open the invitation email from Flowmere or your administrator, set your password and sign in with the email address the invitation was sent to. You'll then be asked to set up two-step verification with an authenticator app.

Once you're in, bookmark the Guardian login page rather than the invitation link, as the invitation expires. Guardian is invitation only, so there's no public sign-up.

First sign-in guide →

Check your spam or junk folder first. If you've been sent more than one invitation, use the newest. If the link doesn't work, ask your administrator or Flowmere to send a new one.

Don't forward your invitation link to anyone else. It's tied to your account.

On the Guardian login page, select Forgot password? and enter your email address. Follow the link in the email to set a new password, then sign in.

Resetting your password doesn't change your access or your two-step verification. If the reset link doesn't work, contact Flowmere.

Monitoring lets you view your stations, readings, alarms and history.

Service adds editing equipment records, maintenance notes and service work. It doesn't allow pump commands or setpoint changes.

Control adds the remote controls set up for each station, such as start, stop and setpoint changes. Every command needs two-step verification.

Your administrator manages who has access. Flowmere sets up stations, pumps and controller connections. To change your access, contact your administrator.

Any standard authenticator app works, including Microsoft Authenticator and Google Authenticator. If a code is rejected, check that your phone's date and time are set automatically.

Never share a code, the setup QR code or a recovery code with anyone.

Contact your administrator or Flowmere. We'll confirm who you are before resetting your two-step verification, so you can set it up on your new phone.

If you think your phone or account has been compromised, let us know straight away.

No. Each person should have their own account. That way everyone only gets the access they need and every login and command is logged against the right person. When someone leaves, ask your administrator to remove their access.

Start from the overview map or the station list and select the station you need. Check the station name and pump before reviewing data or sending a command.

If a station is missing, clear any filters, then ask your administrator to check your access.

Each station is set up around the equipment it actually has. One might have flow, pressure and level sensors, while another only reports pump status and run hours. Guardian only shows readings that a station can genuinely provide.

If a station's pumps, sensors or diagram look wrong, contact Flowmere and we'll correct it.

Understanding readings →

Stopped means the controller has recently reported that the pump is stopped. Unknown means Guardian can't currently confirm the pump's state.

Missing updates means expected readings haven't arrived on time. It doesn't necessarily mean the station is offline or the pump has stopped. Check the time of the last reading.

Neither Stopped nor Unknown means a pump is safe to work on. Always follow your site's isolation procedure.

Measured comes from a sensor or the controller. Estimated is calculated, for example flow worked out from pump run time. Unavailable means there's no valid reading right now.

An unavailable reading isn't the same as zero.

Not on its own. The animation shows that the controller reports the pump as running. Only a flow meter confirms that water is actually moving.

Not necessarily. First check that you're looking at the right station, signal and time range. Then check when the reading was last updated.

If it still looks wrong, note the value and time and ask your site team to compare it with the controller on site. Don't change alarm limits or setpoints just to make the display look normal.

Yes, as an estimate. Flowmere can calculate flow from pump run time and the pump's known performance. It's always labelled as an estimate, because things like pump wear and changing conditions affect the real figure.

For accurate flow, a flow meter is needed.

Flow rate is how fast water is moving, in litres per second (L/s). Daily volume is the total pumped in a day, in kilolitres (kL).

For example, 5 L/s for two hours is 36,000 litres, or 36 kL.

It's usually one of these:

• Your account doesn't have Control permission.
• You need to complete two-step verification.
• Remote control hasn't been set up for that station.
• The pump is in local mode or a safety interlock is active.
• The station isn't currently connected.

If you're not sure which, contact Flowmere.

After you confirm a command, Guardian shows its result and waits for the controller to report back. The pump has only started once the controller confirms it's running.

If the result is unclear or times out, don't keep pressing Start. Check with your site team first.

Yes, if the setpoint has been set up for remote adjustment and you have Control permission. Check the station, the current value and the allowed range, then confirm the change once.

The change is only applied when the controller reports back the new value. If it's rejected, contact Flowmere rather than trying again.

How to change a setpoint →

Lock controls hides the control tools on your screen so they can't be pressed by accident. It doesn't stop or isolate any equipment.

No. A remote Stop, Lock controls or switching to Manual is never a substitute for isolation. Before any maintenance, follow your site's isolation procedure.

Check which station and pump it's for, read the description and note the time. Look at the related readings and use trends or incident replay to see what led up to it. Then follow your site's response procedure.

For anything urgent or dangerous, contact your site team or emergency services directly.

No. Acknowledging records that someone has seen the alarm. The alarm stays active until the problem itself clears, which is why it can still count towards the number beside Alarms.

Check your spam or junk folder, then ask your administrator to confirm that you're on the list of people who receive alarm emails. If you're still not getting them, contact Flowmere and we'll check the alarm settings.

Check with Flowmere which alert methods are set up and tested for your organisation. Only rely on an alert method once it has been tested for your stations.

Choose the station, the signals you want and a time range. Signals shown together can use different scales, so check the units on each axis. Gaps in the line mean no data was recorded for that time.

Incident replay lets you step through the readings and events around an incident to see what led to it. It's a review of recorded history, not a live view.

Yes. Choose the station and date range in Reports, then save or download it. Reports can also be scheduled and emailed to your team.

The time zone is shown in each view and report. Daily totals such as run hours follow the controller's day, which may not match midnight in your time zone. Include the time zone when reporting a mismatch.

Not necessarily. Offline means Guardian has lost contact with the station. The controller on site keeps running the pumps as normal, but you can't see their current state until the connection returns.

Check when the station last made contact and whether other stations are affected. Common causes are a power outage, poor 4G coverage or a router fault. Contact Flowmere if it doesn't come back.

Yes. The Guardian unit stores readings while it's offline and uploads them when the connection returns, with their original times. As long as the unit stays powered, the gap fills in once it reconnects. This can take a little while after the station comes back online.

The station connection and individual sensors are separate. A station can be online while one sensor is faulty or disconnected. Let Flowmere know which reading is affected.

Equipment records hold the details of each asset, such as its brand, model, serial number and service history. Anyone with Service or Control permission can edit them after two-step verification.

Editing a record doesn't change how the station is set up. If a station's pumps or layout are wrong, contact Flowmere.

Equipment records guide →

Create a job against the right station and asset, add what needs doing and assign it to someone. Close it once the work is done and checked.

Closing a job doesn't clear an alarm on the controller.

Select Report incident, choose the station and asset, then describe what happened and when. Add photos from site if you have them.

For anything urgent, contact your site team first, then record the incident.

Incident and inspection records →

Open the station, start an inspection and work through the checklist. Add notes and photos and record any follow-up work. If something wasn't checked, mark it as not checked rather than passed.

Daily run hours and starts show how hard a pump worked that day. Totals give you the long-term picture. A pump starting much more often than usual can point to a problem worth checking.

These counters come from the controller on site, so they match what the controller shows.

Tell us the station and pump, the date and time, what you were doing and any error message. A screenshot helps.

Never send passwords, authenticator codes or invitation links.

Yes. Open the user manual and select Print or save as PDF. Saved copies don't update, so check back for the latest version.

No. For anything urgent, such as an overflow or electrical hazard, follow your site's emergency procedure and contact your site team. Call Flowmere on 0481 825 661 for urgent Guardian support.