FAQ + Troubleshooting Guides
Get assistance navigating setup, issues, and policies
The Basics
The MeltLogic system, the problem it solves, ice dam information
What is MeltLogic?
What problem does MeltLogic actually solve?
What is an ice dam, and why should I care?
Is MeltLogic an insurance policy or a guarantee that my roof won’t be damaged?
Who is MeltLogic for?
How does MeltLogic decide when to turn the cables on?
How MeltLogic Works
On/Off operations, system status indicators, customizations
Does MeltLogic use sensors on my roof?
Why didn’t my cables turn on even though it was below freezing outside?
Why are my cables running when it’s sunny and not snowing?
Does it treat every part of my roof the same?
What happens after a power outage or if my internet drops?
Does MeltLogic run year-round?
Can I control the cables myself?
Hardware & Compatibility
MeltLogic Smart Controller, cables types, wifi
Will MeltLogic work with the heating cables I already have?
What cables do you recommend or sell?
Is the controller weatherproof?
How many cables can one controller handle?
Does MeltLogic dim or modulate the heat?
What hardware do I need to use MeltLogic?
What does the controller cost?
Installation & Electrical Safety
Controller setup, electrical requirements
Who should install my heating cables?
What are the electrical requirements?
Do I need to do anything before winter?
Do you install the cables or the controller for me?
Where do I plug in the controller?
App, Setup, & Account
App and device pairing, property setup, device configuration, app inputs
How do I set up the MeltLogic Smart Controller?
How does MeltLogic know my location for weather data?
Why does the app ask which direction my roof faces?
Can I run a manual cycle from the app?
The app shows an estimated snow depth. Can I correct it?
What do the system statuses mean?
Subscription Pricing, Pricing, & Billing
Pricing, subscription differences, account limits
What does MeltLogic cost?
What’s the difference between the MeltLogic Essentials plan and the MeltLogic Intelligence plan?
Can I switch my MeltLogic Intelligence plan from Annual to lifetime?
What does “lifetime” mean for the MeltLogic Intelligence plan?
How many properties and devices does one subscription cover?
How am I billed?
Savings, Energy, & Carbon
Calculations, estimation tools
How does the Savings Estimator calculate its numbers?
Why is the Estimator’s number called an estimate?
Can I manage more than one property from one account?
Will MeltLogic ever cost me more than a traditional system?
How much money will MeltLogic save me?
Refunds, Guarantees, & Cancellations
Saving guarantee, refund policies, cancellation instructions
What’s the difference between the Savings Estimator and Savings Guarantee?
What is your subscription refund policy?
Can I return the controller hardware?
Multiple Properties & Devices
Limits, multi device operations
How many controllers can I add to one property?
If I have several controllers, do they all switch on at once?
Does each controller track its own roof section separately?
Troubleshooting
Common issues, problem identification, potential solutions
My controller shows as offline. What do I do?
The cables aren’t heating when I expected them to. Is something wrong?
The cables are running more than I expected. Why?
My weather or location seems wrong. How do I fix it?
The savings number changed. Why?
I lost power or internet for a while. Did my roof go unprotected?
My device won’t go into pairing mode. What should I do?
My device isn’t being found by the app when I pair it. What should I check?
How do I know if my outlet is GFCI-protected?
What if my cable draws more than 1,800 watts?
How do I know my cable’s power draw?
What duty-cycle frequency should I set?
Can I move the controller or transfer it to a new owner?
My device frequently says “Disconnected.” What should I do?
The app says my cables are on, but they are not heating. What should I do?
How do I test whether the controller is supplying power?
Why might heat cables feel cold during a test?
How can I improve weak Wi-Fi at the controller location?
Privacy & Data
Data collection and usage
What data does MeltLogic collect?
Do you use GPS location?
Do you sell my data or use it for advertising?
Where is my data stored?
Warranty, Liability, & Legal
Device warranty duration and redemption, responsibilities, disputes
Where can I read the Terms of Service and Privacy Policy?
What is MeltLogic not responsible for?
Is there a limit on MeltLogic’s liability?
How are disputes handled?
Where can I read the Terms of Service and Privacy Policy?
Is there a warranty on the controller?
Are heating cables covered by MeltLogic?
Support & Contact
Customer service, bugs & feature requests
How do I get help or report a bug?
What are your hours of operation for service?
Is there a setup guide or knowledge base?
Property Status Explanations
System status and operations
What does “Disconnected” mean?
What does “Duty Cycles Scheduled” mean?
What does “Hibernation” mean?
What does “Activated (Thaw conditions exist)” mean?
What does “Activated (Winter storm)” mean?
What does “Activated (Solar thaw)” mean?
What does “Activated (Scheduled Duty Cycle)” mean?
What does “Activated (Cables are on, manual)” mean?
What does “Monitoring (Ice dam risk)” mean?
What does “No Properties Created” mean?
What does “No Devices Connected” mean?
