To connect your Hero dispenser to Wi-Fi, you’ll need your Wi-Fi name and Wi-Fi password. This connection allows your dispenser to sync with the Hero app.
Steps to connect:
Use the dispenser’s buttons to scroll and select your Wi-Fi network name.
Enter your Wi-Fi password, if required.
Make sure to connect to a 2.4GHz Wi-Fi network—Hero does not support or display 5GHz. If your router only offers 5GHz, try:
Going to router's app and in the app to temp disable 5Gz for 10mins so you can pair to a smart device.
contact your internet service provider about getting a dual-band router.
Placement Recommendations:
Keep the dispenser within 75 feet of your Wi-Fi router.
Avoid placing it behind more than two walls to ensure a stable connection.
Troubleshooting
Connect to your smartphone hotspot as an immediate alternative
Connect to iOS (iPhone) hotspot:
Open the Settings app on your iOS device. It is represented by a gear icon and is usually found on the home screen.
Scroll down and tap on "Personal Hotspot."
Toggle on "Allow Others to Join".
Toggle on "Maximize Compatibility".
Go to smart dispenser’s main menu and select Device Settings > Wi-Fi & Network > Connect to Wi-Fi, then select your iOS device's hotspot.
Connect to Android hotspot:
Open the Settings app on your Android device.
Tap "Network & internet" or "Connections".
Tap "Hotspot & tethering" or a similar option. It may also be listed under "Wireless & networks" or "Mobile network settings."
On the next screen, tap on "Wi-Fi hotspot" or "Portable Wi-Fi hotspot" to access the hotspot settings.
Toggle the "Wi-Fi hotspot" switch to the right to turn it on.
Toggle on "Maximize Compatibility".
Go to smart dispenser’s main menu and select Device Settings > Wi-Fi & Network > Connect to Wi-Fi and selecting your Android device's hotspot network.
Restart Hero's Wi-Fi and the router
To restart Hero's Wi-Fi:
Unplug the smart dispenser for 2 minutes.
Press and hold both left and right arrow buttons while plugging it back in.
Release the buttons when the ring light turns on.
To restart the router
Turn off your router for few minutes.
Turn it back on and wait for it to restart fully.
Check for Blocked or Paused Devices
Preliminary Checks and Device Identification:
Make sure your Hero device is properly powered on and ready for connection.
Ensure your Wi-Fi network is not blocking or pausing the Hero dispenser.
Check your Wi-Fi management app or router settings for any restrictions.
If unsure, contact your Internet Service Provider (ISP) for assistance.
If the device doesn't appear as "Hero" in your Wi-Fi management app, it could show under generic names like "Ring Camera," "mysimplelink," or "Texas Instruments." Unpause or unblock these entries to ensure proper connection.
FAQs
Hero is not connecting to my network
Some routers have an option in the app to temp disable 5Gz for 10mins so you can pair to a smart device. Most newer routers have apps and similar features.
If that doesn't help reset the smart dispenser and the router as described above.
My Wi-Fi password has changed
If the Wi-Fi password has changed, go to Device Settings → WiFi Network → Reset WiFi.
I only have 5G Wi-Fi, or I have a mesh network
Hero requires a 2.4 GHz connection. Many newer and mesh routers combine 2.4 GHz and 5 GHz into a single network name, which can stop Hero from connecting.
Log into your router’s app or web portal, go to Wi-Fi settings, and look for an option labeled “Band Steering,” “Smart Connect,” or “Combine Bands.” Disable this option so your router starts broadcasting two separate networks, for example:
Home_2.4GHz
Home_5GHz
Once done, connect your Hero to the Home_2.4GHz network.
If you can’t separate the bands yourself, contact your Internet Service Provider (ISP) or router manufacturer for help.
Can't connect Hero to a shared or public network
If you’re connecting in a shared facility, hotel, or similar location, you may need to provide the MAC address of your device to the facility’s Internet manager. A team member can provide your device's MAC address.