🛠Troubleshooting & FAQ

I forgot my password

Go to the sign-in page (https://www.myncel.com/signin) and click "Forgot password". Enter your email and follow the link sent to your inbox. The link is valid for 1 hour. If you do not receive it within a few minutes, check your spam folder and confirm the email matches the one on your account.

On mobile the same flow is available — tap "Forgot password" on the sign-in screen and the email is sent to whatever address is registered for your user.

If you sign in with SSO, password reset is handled by your identity provider, not Myncel.

My machine shows "offline" but it is running

This means Myncel has not received a heartbeat from the machine's sensor or PLC connection within the expected window. Heartbeat windows are 60 seconds for direct PLC connections and 5 minutes for low-power IoT sensors by default; both are configurable per machine.

1. Open the machine's page → "Connections" tab → look at the last-seen timestamp and the protocol.
2. If it has been more than the heartbeat window, check the Edge Gateway is online (Settings → Integrations → Edge Gateway).
3. For IoT sensors, check the sensor battery and signal strength on the gateway diagnostics page. Replace the battery if low (typical sensor lifetime: 3–5 years).
4. For PLC connections, verify the PLC is reachable from the gateway (built-in ping/telnet test in the gateway diagnostics).
5. Re-sync from the machine page if needed. If the issue persists, contact support — please include the machine name and the last-seen timestamp.

Push notifications are not arriving

Three things to check, in order. The vast majority of "missing push" issues are #2.

1. Confirm the mobile app is installed, signed in, and up to date (App Store / Play Store, check for updates).
2. On iOS: Settings → Notifications → Myncel → Allow Notifications must be on. On Android: Settings → Apps → Myncel → Notifications must be on. On both, check that battery optimization / focus modes are not silencing the app.
3. Inside the Myncel app: user-menu → Notifications → confirm the channels you want are toggled on, and that quiet hours are not currently silencing the type of alert.
4. If still nothing arrives, send a test from /admin/push-debug (super-admins only) or contact support — we can confirm the device token is registered with APNs/FCM and that the platform accepted the message.

My sensor is not showing in the unassigned list

When you go to Equipment → [machine] → Connect Sensor, the sensor list is populated by the Edge Gateway from sensors it has heard recently (default: last 30 minutes). If a new sensor is missing, walk through the following checklist.

1. Confirm the gateway is online (Settings → Integrations → Edge Gateway → green dot).
2. Power-cycle the sensor (pull the battery for 5 seconds and re-insert).
3. Confirm the sensor is within range of the gateway (typical LoRaWAN range 200 m indoors, BLE 30 m).
4. If the sensor was previously paired to a different gateway, factory-reset it per the install card.
5. Wait 2–3 minutes and refresh the unassigned-sensors list.

The AI assistant gave a wrong answer

Click the 👎 below the answer in the chat widget. That logs the feedback for the team and pulls the conversation into a review queue. You can also switch the chat to "Live Support" at any time and a human will pick up.

The AI is grounded in this very Handbook — if a topic is missing or unclear here, that is the place to fix it. Customers on the Professional plan can also bring their own knowledge base in (Settings → AI → Custom Sources) to ground the assistant on internal SOPs and equipment manuals.

The Continue button is greyed out on signup

This was an iPadOS-Safari autofill behavior we observed in May 2026 and fixed shortly after. If you ever encounter it again (e.g. on a future iOS version), the workaround is to manually re-type the last character of the confirm-password field — that always wakes the form. We have also added always-on submit with click-time validation as a defense-in-depth fix.

Contacting human support

You can always reach a human at support@myncel.com or through the Live Support tab in the chat widget. Professional and Enterprise plans include phone support; the number is shown in your Settings → Billing page.

For security-sensitive issues (suspected breach, leaked credential) please use security@myncel.com — that mailbox is monitored 24/7 and is PGP-capable on request.