Frequently Asked Questions

Remote Generator monitoring is the electronic logging of generator data stored and displayed on an online portal.

Using our monitors and accessories, you can view a range of data such as run activity, alarm and health status, analog values like volts, amps, and frequency, fuel level, and more.

Alerts can be sent via email, text message, or voice call.

The generator data is live tracking and reports as events occur or data changes

The Essential series is ideal for customers who are looking to keep things simple. This series provides essential alerts for core generator activities like Generator Run/Stop, Exercise Tracking, Battery Level monitoring, Extended Run Times, and more.
The Advanced series is ideal for customers who are looking to maximize visibility into their generator. This series tracks all analog parameters and individual fault alarms via Modbus connection to the control panel.

Yes, all PT monitors are compatible with any generator brand, make, and model, making it ideal for residential applications.

Yes, all PT monitors are compatible with any generator brand, make, and model, making it ideal for commercial and industrial applications.

Yes, all PT monitors are connected directly to the engine battery to track accurate voltage.

Yes, you can monitor engine hours. With the Essential series monitors, engine hours are entered manually at time of installation and are updated based on run activity. With the Advanced series monitors, engine hours are automatically updated because of the direct connection to the control panel.

Yes, fuel level can be monitored using our accessory kits for both the Essential and Advanced series. With the Advanced series, fuel level can also be automatically logged if the existing fuel sensor is connected to the control panel.

No, we do not provide demo units, but we do have a 90-day money back guarantee. View our Satisfaction Guarantee and Return Policy.

Yes, we are able to provide demos of the Power Link Portal. Learn more about our Monitoring and Tracking Portal and to schedule a demo.

Our standard lead time is 1-2 business days. We use UPS as our shipping courier and offer Ground, 2-Day, or Next Day shipping.

All Power Telematics monitoring solutions are compatible with any generator brand, make, and model

Yes, our monitoring solutions can monitor older generators.

Yes, because our monitoring solutions are universal to all brands, you can view them all on one portal under one account.

Yes, remote start/stop capability is available for all generators. Consult with Power Telematics Tech Support to see how it can be achieved on your generator.

The PT Series is our collection of monitoring solutions fit for essential generator tracking for all generator applications from Residential to Industrial.

The PT300 is ideal for Residential Air-Cooled Generators because of its sleek design and 4-input simplicity, often best used on sites with decent cell coverage. The PT350 is ideal for any application – residential, commercial, or industrial – including remote sites because it uses an external high-gain antenna. The PT400 is ideal for commercial and industrial generators with multi-output controllers to maximize alert capability.

The PT Series monitors and collects essential alerts for core generator activities like Generator Run/Stop, Exercise Tracking, Battery Level monitoring, Extended Run Times, and more.

All PT Series monitors are equipped with a series of generator inputs designed to connect to outputs on the generator controller and our optional accessory kits. Common outputs on the generator controller would be Common Fault Alarm, Switch Not in Auto, Low Fuel Level, and many more. Power Telematics offers accessory kits to enhance your monitoring experience such Utility Voltage Detection, Generator Voltage Detection, Generator Current Sensing, and Fuel Level Sensing options.

Power Telematics Advanced Generator Monitoring is designed for more robust data tracking via Modbus connection.

The PT-ModPro is ideal for customers looking to get the most out of their generator. Modbus connection allows for more in-depth tracking of commercial and industrial generators by logging several hundred data points.

The PT-ModPro collects any available analog parameters, engine details, and individual fault alarms from the controller.

Yes, the PT-ModPro can monitor transfer switches.

Yes, the PT-ModPro can monitor analog values like Volts, Amps, Frequency, and more.

Yes, the PT-ModPro collects data that can be viewed on the Power Link portal in real time.

Yes, the PT-ModPro supports Ethernet connection.

Yes, the PT-ModPro supports cellular communication via multicarrier LTE connection.

The PT-ModPro is compatible with a wide range of generator controllers, such as the Generac H-Panel, Kohler APM402, most Deep Sea, Basler, ComAp panels, and many more. Contact Power Telematics Tech Support to see if your controller is Modbus compatible.

Power Link is your online tool for keeping up to date with generator status, activity, readiness and more. Dive into the generator history, create reports, and manage alert notifications all from your desktop or mobile phone. Power Link has a downloadable app so you can check in at any time.

Power Link offers a host of features, including both a List and Map View of all generator monitors, a Current Status tab for each individual monitor, an Events Log of all generator activity, a Commands tab to send remote commands to the monitor, and a Reports page to generate a host of reports. For Advanced Monitoring, a Modbus Dashboard is available to deep dive into the generator data.

There is an unlimited number of users that can be set up on a monitoring account.

Yes, on the Map View you can view all monitors on a Google Maps interface.

All generator activity and data is stored and kept from the date of installation.

There are four different icons that represent your generator status. The Green Checkmark means the Generator is in a Ready to Run status. The Red X means the generator is experiencing a Fault or Shut Down. The Yellow Exclamation Point means the generator is Actively Running. The Purple Exclamation Point means the generator is currently Offline.

Yes, reports can be exported via PDF and Excel CSV.

All Alert Notifications can be set up via Email, SMS (text message), and Voice Call.

Yes, Admin Users can customize who receives alerts and what type of alerts they receive all on the Power Link portal. Standard End Users can only manage their own alert notifications they receive.

Yes, Admin and User Guides and Videos are available on the Help Menu when you log into Power Link.

Yes, you can monitor an unlimited number of generators on the Power Link portal.

Yes, 2 Factor Authentication can be set up at the login screen.

Yes, all customer information can be updated or changed at any time by an Admin User.

Whether you choose Essential or Advanced Monitoring, our monitor systems capture Generator Run Activity, Battery Level, Exercise Tracking, Extended Run Times, and much more.

Yes, alerts can be customized to suit your needs. Typically, Admin Users are set up to receive all Alarm Notifications, and Standard End Users receive Run Status and all Alarm Notifications.

Yes, an unlimited number of users can receive alerts.

All alerts can be set up for Email, SMS (text message), and Voice Call.

Yes, you can manually change when you would like to receive alerts in the My Settings tab on Power Link.

Often times this occurs when the alert emails get caught in the Spam or Quarantine filter. This can be remedied by setting mygenstatus.com as a Safe Domain. If you are still not receiving notifications, the alert email could be getting blocked – check your settings to be sure. It is also possible that a typo occurred in the User Setup – check with your Admin User to verify.

Often times this occurs when your carrier or phone settings block the phone number. Be sure to save 866-706-7799 in your contact list.

Often times this occurs when your carrier or phone settings block the phone number. Be sure to save 888-327-7329 in your contact list.

All monitor installs are performed by a generator dealer, generator service company, or end user. It is recommended that any monitor installs be performed by a generator technician or electrician who has generator experience and/or is comfortable working on generators. Power Telematics does not provide installation services but can recommend partnered service companies.

Installation times can vary depending on technician experience and generator size or application. Typical install times for residential applications can be between 30 minutes to 2 hours. Typical install times for commercial and industrial applications can be between 1 and 4 hours. Times can also depend on accessory kit installation and controller model.

Yes, it is recommended that the installer call into Power Telematics Technical Support to properly configure the monitor to the application, test data points, and set up customer information into the Power Link portal. These calls typically take between 10 and 15 minutes.

All monitors can be installed indoors and outdoors because they are installed either inside the generator enclosure or inside a generator room/building.

All monitors are attached to the generator via Velcro (3M) patch or bracket depending on model. Brackets include self-tapping screws for easier install.

Power Telematics provides a monitoring device, a wiring harness(es), installation hardware (ring terminals, spade terminals, quick splice connectors, etc.), and antenna (depending on model).

For monitoring kits that require an antenna, either an 8db high gain mag mount antenna or roof-mounted cellular/gps antenna is provided. For remote applications or weak cell signal areas, Power Telematics also offers 12db ultra-high gain antennas.

All monitors include a cellular connection, so an internet connection is not necessary. The Advanced Series offers ethernet connection with cellular backup for which you will need internet connection.

For the standard installation of a Power Telematics monitor, basic electrical tools are required.

Any Admin User can set up a monitor on the Power Link portal. For a monitor install, it is recommended that the installer call into the Power Telematics Technical Support Team to set up the monitor.

Power Telematics monitors support all major carriers.

Yes, all monitors include a pre-activated SIM card.

If cellular service is temporarily unavailable, the monitor connection will be “offline”. However, the monitor will continue to track data from the generator and once connection is reestablished, all stored data will be uploaded to the Power Link portal and any alerts will be sent out.

Ethernet connection is available for specific models (i.e. PT-ModPro).

All software updates are handled and performed over the air by Power Telematics Technical Support.

To become a dealer for Power Telematics, you must be a generator dealer or service company and purchase one monitor.

Dealers can receive training in all aspects of generator monitoring. Sales, Marketing, Customer Support, Technical Support, and more.

Yes, the Power Link platform can be privately labeled. With Power Telematics’ Dealer-Centric approach, the Power Link portal is customized with your logo, branding, imagery, colors, and signatures. This gives any generator dealer the advantage of promoting themselves and showcasing their monitoring service.

Yes, all dealers can monitor their customers’ generators.

Power Telematics has two ways of billing. One, we can bill all monitoring products and services through a generator dealer or service company, and they manage their monitoring service subscriptions for their customers. Or two, we can sell the monitoring products and services to the dealer and Power Telematics will maintain the monitoring service subscriptions with the customers directly.

As a generator service company, providing top notch service is what makes you so successful. One of the best ways to stay successful is to have visibility into all generators you service. Visibility gives you greater insight on generator performance and keeps you alerted when your customer’s generators have issues and need immediate service. Generator monitoring provides that visibility. Service companies can then use this to their advantage by staying proactive and making sure to minimize customer downtime and retain high customer satisfaction.

Yes, technicians can receive service alerts.

Power Link is structured into Security Groups. These groups are your individual customers and nested under each Security Group are their generator monitors. With this setup, you can easily manage many customers and stay organized.

The Power Telematics Technical Support Team is comprised of EGSA Certified technicians with decades of experience. They are available via phone and email to assist in any monitor installation, troubleshooting, questions or concerns, and can provide additional advice. They are also responsible for keeping all monitor devices online 24/7 and communication with customers.

Support hours are typically 8AM to 6PM Eastern. After-hours support is also available.

Call 678-992-5501 and press option 3 or email ptitechnicians@powertelematics.com.

Yes, personalized training is available via phone or online video calls.

Yes, our Technical Support Team can help vet out and troubleshoot generator issues over the phone or email. They will provide their best advice on what the root issue is and offer suggestions on next steps and resolutions. It is recommended to call Technical Support if you are unsure if you need to send a technician to a site.

Yes, all data is secure through encrypted servers.

All information is stored and accessed through protected and encrypted servers. In order to access any information, users are given personalized login credentials and can set up 2 Factor Authentication.

Power Link is structured with two permission types: Admin and User. Admins reserve the rights to manage and maintain all of their monitors and have the ability to update information. Users have limited access to their monitors and maintain their personal logins.

Yes, Admins retain the privilege of managing user access.

Yes, the Power Link platform is cloud-based.

After a monitor is installed, the Power Telematics Technical Support Team will set up the monitor over the phone. A new Security Group will be created, the monitor moved from the Inventory Security Group to the newly created one, new Generator Details will be updated, and all User information will be set up during this time.

In order to cancel a monitoring service, you must contact Power Telematics Accounting Team,. All newly cancelled monitors will be put in a 90-day hold where the monitors are temporarily suspended until fully deactivated. During this window, should a monitor need to be reactivated, we can do so. Once a monitor is deactivated, the service is permanently suspended, and the device can no longer be reactivated.

No, there are two defined permission levels: Admin and User.

When you open the Power Link login screen, you can click the Forgot Password button and follow the prompts to reset your password.

Yes, you can update your contact information in the My Settings tab on Power Link.

In order to update your billing information, please contact either Power Telematics Sales or Accounting Teams.

Yes, in order for a monitoring service to be transferred to another generator dealer, Power Telematics needs written permission from the original generator dealer or service company before moving over the service.

Yes, monitoring can be billed directly.

All monitoring services are renewed on a yearly basis unless agreed upon with the Power Telematics Sales and Accounting Teams.

The monitoring service starts when the monitor is installed and powered up or 12 months from the date of shipment, whichever comes first.

No, a monitor cannot be reactivated after it’s cancelled.

Yes, a monitor can be reused for another customer. The Power Telematics Customer Support team can clear out the old customer information and data to be fresh for a new customer.

Yes, all Power Telematics monitoring solutions come with a Lifetime Warranty.

The Power Telematics Lifetime Warranty covers monitor equipment failure and any changes in the cellular network that prohibits the monitor from communicating. Exclusions may apply, such as physical damage, flood, rodent/insect damage, poor cellular connection, and any Act of God.

Power Telematics offers a 90-Day Money Back Guarantee should you not be satisfied with the equipment or service. Should the reason be monitor functionality or communication, Power Telematics Technical Support will conduct a series of monitor tests to reestablish connection. If the issue persists, our technical support team will provide a detailed RMA for the monitor.