Frequently Asked Questions

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Bathroom

Installation Considerations
Why is there a gap between the handle and the escutcheon of my one-handle shower faucet?
Can I replace a two-handle or three-handle shower valve with a single-handle model?
Can I use my existing drain assembly when installing a new faucet?
Can I change the trim (showerhead, arm, flange, escutcheon, handle/knob and tub spout) without changing the valve in the wall?
Can I purchase new tub and shower trim and connect it to my existing Moen tub and shower valve?
Can I replace a two-handle lavatory faucet with a single-handle model? Do all faucets fit all bathroom sinks and tub/showers?
My rough-in valve in the shower was installed too far back from my finished wall. Can I get an extension kit to correct this?
What is a pop-up drain assembly?
M-Pact1
What is the M-PACT? system?
Posi-Temp/Moentrol
What size hex wrench is used to remove my PosiTemp® lever?
Why does my PosiTemp® shower, with waterdrop knob, only give me hot water or cold water, and not a mixture?
When I first turn on my Posi-Temp shower, I get scalding hot water. As I turn the handle counter-clockwise, the water gets cooler. How can I fix this?
I haven't used my PosiTemp® shower in my guest bath in a while. I now only get hot or cold water but not both.
What is the difference between a PosiTemp® tub and shower valve and a Moentrol® tub and shower valve?
The temperature on my Moentrol shower seems to be reversed ? cold water is where hot should be and the hot water is where the cold should be. Is there an easy way to change this?
What is meant by a "pressure-balancing" tub and shower faucet?
Exact-Temp
What makes ExactTemp® better than the competitors' thermostatic valves?
How does the ExactTemp valve work?
Maintenance
What kind of cleaner can I use on my faucet featuring the Spot Resist™ Stainless or Spot Resist™ Brushed Nickel Finishes?
Moen Quality
Is there an adjustment that I can make to my faucet to increase the flow of the water?
What should I look for when purchasing a faucet?
Roman Tubs
Does the Moen Roman Tub valve spout shank need to be cut to the desired height after it has been installed? Does Moen make a shorter one?
Can I change the trim on my older Moen roman tub without replacing the valve body?
Vertical Spa
What is a vertical spa?

Kitchen & Bar

Installation Considerations
Can I replace a two-handle kitchen faucet with a single-handle model?
Can I purchase a non-spray faucet and convert it to a sprayer model using my existing side spray?
How many holes are necessary in my sink deck to install my kitchen faucet?
I am interested in one of the single handle models that feature the side-mounted handle. On your website, I only see these handles mounted on the right-hand side. Can the handle be mounted on the left hand side?
Maintenance
The hose for my pullout / pulldown faucet keeps getting caught by various obstructions in the below cabinet. What can be done to alleviate this issue?
My kitchen faucet handle is hard to operate. What can I do to correct this?
I have a Moen 1 handle kitchen faucet and need to replace the O-rings. What are the steps to do this?
Is the same procedure followed for the 2 handle kitchen faucet?
I just replaced the cartridge in my Moen kitchen faucet and the handle will not stay in the on position, how do I fix this?
My faucet has a high-arc spout, and it does not immediately shut off after the handle (or handles) are turned off. Why is this?
What kind of cleaner can I use on my LifeShine® faucet?
What kind of cleaner can I use on non-LifeShine components?
Sinks
What size basket strainers do I need for my new sink?
Why don't basket strainers come with new sinks?
Does Moen make undermount sinks?
Moen Quality
Do all Moen products consist of one standard of quality regardless of whether the distributor is a retail or wholesale supplier?

Installation & Repairs

Installation
What tools will I need to install or fix my faucet?
Will it take me long to install a faucet?
When do I need to use thread seal tape, pipe dope or plumber's putty?
Can I join copper to PVC tubing? If so, how?
I just purchased a new faucet and my existing supply lines will not fit on your faucet. What can be done to correct this?
I am concerned that the Moen faucet I am interested in will not fit in my thick countertop. Is there an extension kit that I can buy?
What are "sweat and/or cc fittings" and what does it mean "to sweat a pipe"?
How do I install my kitchen or bathroom faucet?
Replacement Parts & Repairs
The hot and cold is reversed on my one handle kitchen/bathroom sink faucet. What can be done to correct this?
If I contact Moen directly for warranty parts, what type of questions can I expect to be asked?
I don't see my faucet on your website, does that mean it's no longer serviceable?
How long does it take to ship parts if I purchase direct from Moen?
What causes a Moen faucet or valve to leak or drip?
How can I purchase repair parts?
I have received some parts to repair my faucet. Is this something that I can repair?
Finding a Model Number
How can I find my model number?
I have located a number on my faucet, but your website states it is not a model number. What number is this?
Replacing a Cartridge
What is the advantage of a Moen cartridge?
How do I replace my Moen cartridge?
Returns
What is your return policy?
Where do I find assistance in repairing my Moen product?

Innovations

Aromatherapy Showers
Will my skin be scented after an INLY shower?
How long does a capsule last?
When i remove the capsule after use, it still feels full. is this normal?
Are the products contained in the capsules tested on animals?
Will the capsule color the water?
Are the capsules recyclable?
Are there any warnings regarding the use of INLY capsules?
Will an essential oil shower leave my hair or skin greasy?
Can i use INLY capsules to wash myself?
After starting the infusion of essential oils in my shower, can I turn off?
Will using INLY products make the bath or shower slippery?
How easy is the installation of the showerhead?
Will my shower still work if I don't use a capsule?
Why won't the dilution lever move?
Why can't I remove a shower capsule?
Are there special cleaning instructions for this shower?
Where are the INLY shower capsules made?
How does INLY ensure quality ingredients?
How do I activate INLY aromatherapy shower capsules?
Can I control the intensity of the fragrance in the shower?
Can I add aromatherapy to an existing Moen shower?
U by Moen Smart Faucet
Can I buy this faucet without owning a voice assistant?
What kind of phone do I need?
Do I download an app?
What kind of voice assistant do I need?
Do I need WI-FI?
What kind of batteries do I need to buy? Are they included?
Where can I buy one?
How is the faucet powered?
Nebia by Moen
Can I use my existing valve and plumbing?
Are the Nebia by Moen products covered by Moen's Limited Lifetime Warranty?
How do I clean my Nebia by Moen showerhead?
How does Nebia by Moen handle hard water (or lime scale)?
Will the Nebia by Moen handshower effect my pacemaker since it has a magnet?
What is the water pressure requirement?
What is the water heater requirement?
Will Nebia by Moen perform if I have low water pressure?
What is Nebia by Moen?
What does atomization mean?
Will Nebia by Moen really get the shampoo and conditioner out of my hair?
What is the combined flow rate of the Nebia by Moen rainshower and handshower?
Are the Nebia by Moen products WaterSense labeled?
What is the flow rate of the Nebia by Moen rainshower?
Does atomization make the water feel colder compared to a standard shower?
How much water can I save?
Can the handshower flow independently from the rainshower?
How does the handshower turn on?
Is there backflow prevention?
Can I install myself?
What if I prefer to not use the waterproof permanent adhesive?
Will this fit into my shower?
FLO by Moen
FLO by Moen Installation
Does Flo by Moen need to be professionally installed?
Using FLO by Moen
Does Flo by Moen work on both 2.4GHz and 5GHz wireless networks?
Does Flo by Moen Smart Water Shutoff integrate with other smart home systems?
How does the smart valve notify me if there is a leak in my water system?
Can I turn off my home’s water through the Flo by Moen app?
Can Flo by Moen pinpoint the origin of the leak?
Does Flo by Moen integrate with any other smart home devices?
General Questions about FLO by Moen
Is Flo By Moen water resistant?
What is MicroLeak™ Technology?
Will Moen or Flo Technologies cover expenses relating to any water damage?
Why do homeowners need this smart water valve installed in their homes?
What if Flo by Moen doesn’t detect a leak? What happens when Flo by Moen malfunctions and I don’t have FloProtect?
FloProtect
How do Flo by Moen customers sign up for FloProtect?
Do customers have to sign up for FloProtect to use Flo by Moen?
What is FloProtect Plan?
What do insurance companies think of this? Do you have insurance partners?
How much does FloProtect cost?
What does the FloProtect Plan offer that the Flo by Moen Basic offering doesn’t?
Do I have to be a Flo customer to sign up for FloProtect?
MotionSense
Operation
What caused my faucet to turn on unintentionally?
How do I adjust the flow?
How do I disable or re-enable the sensors?
How do I change the water temperature?
Is it safe to have electronics under my kitchen sink?
How does MotionSense operation differ from a standard mechanical faucet?
How do I use my sensors to turn the water on and off?
If I use one of the sensors to turn the water on, how long will it run?
What is the spout range of motion?
What does the blue LED light indicate?
Whom do I call for support?
Installation & Power
Will the valve fit under my standard sink cabinet?
Can this be used on a bar sink?
I bought a new generation of MotionSense faucet, can I use my old Moen AC adapter?
Can the faucet be mounted with left- or right-handle installation?
How does the installation differ from a standard mechanical faucet?
How do I disconnect the pullout hose from the control box?
How do I uninstall the hoses for inline filter cleaning?
How is MotionSense powered? Does it run on batteries or use AC power?
Care & Maintenance
How do I troubleshoot the MotionSense faucet?
How do I know my batteries are dead?
How do I clean the faucet?
How do I clean the screen filter in the control box?
What is the warranty?
ioDigital
Will the digital valves work with existing showerheads, hand showers and body sprays?
Will the valve fit within a regular 2" x 4" framed wall?
Do you need a larger hot water tank? What are the drainage requirements?
Do I have to plug the valve in, and is an electrician required for installation?
Are there any issues with electricity and the chance of being shocked?
What is the warranty on the valve? Controller?
Is the valve compatible with PEX, copper and CPVC?
How does the controller mount to the wall?
How far away will the remote controls work?
How many spray outlets can be used in a digital vertical spa?
How many presets can you have for the shower? Roman Tub? Vertical Spa?
Is this a pressure balanced valve?
What is the minimum water pressure needed for a digital valve?
What are the inlet sizes?
What are the outlet sizes?
How does the ioDigital™ valve work?
U by Moen Shower
Operation
Can I reduce the brightness of the display? Can the display be turned off when it is not in use?
Can I use one of the outlets to fill my tub?
Does the U by Moen shower controller use batteries?
Can the U by Moen shower be used in locations where local codes require only a single outlet active?
How do I know if the optional Battery Backup (service kit 179573) is connected to my valve? How will I know when the batteries need to be changed?
Does the unit use a lot of electricity? Will it considerably increase my electric bills?
Can I use the U by Moen shower during a power outage?
What is the maximum hot water temperature?
What is the maximum flow rate for two outlet and four outlet valves?
Does the U by Moen shower measure/display water usage during or after a shower?
Does the U by Moen shower offer a warm-up mode? How does it work?
Does the U by Moen shower controller have a touch screen?
How many outlets does the U by Moen shower valve have?
How does the valve work?
What happens when a power outage occurs while shower is ON?
Does the U by Moen shower valve have flow volume control?
What is the minimum water pressure needed for a digital valve?
How many presets can you have for two outlet and four outlet SKUs?
Is this a pressure balanced valve?
Are there any issues with electricity and the chance of being shocked?
Installation and Power
Is the U by Moen shower valve compatible with PEX, copper and CPVC?
How many spray outlets shower devices can be used in a digital vertical spa?
Do I have to plug in the U by Moen shower valve, and is an electrician required for installation?
What are the outlet sizes?
How does the U by Moen shower controller mount to the wall?
What are the inlet sizes?
Will the U by Moen shower digital valve work with existing showerheads, hand showers and body sprays?
Can I install the U by Moen outside of the United States or Canada?
How far can the U by Moen shower valve be installed from the shower area?
Do you need a larger hot water tank to operate the U by Moen shower? Are there specific drainage requirements?
Can I move the U by Moen shower controller once it has been installed?
Does the U by Moen shower run on AC power or batteries?
Does the U by Moen shower work with a tankless heater?
Can I use quick connects for inlet and outlet?
Can I add multiple controllers for the U by Moen shower valve?
Is an access panel required for the U by Moen shower valve?
I already have one phone synced to the controller. How do I sync additional phones to the controller?
Are there any layout considerations I need to be aware of before the controller is installed?
Can I install the U by Moen valve in an attic? Are there any concerns regarding the ambient temperature of the location of where the valve will be installed?
Does the U by Moen shower valve come with caps for unused outlets?
Care and Maintenance
Do the cables for the controller, AC power adaptor and optional battery backup need to be inserted into specific ports within the valve?
Is the controller water proof?
How do I clean the controller?
Can I remove the buttons for cleaning?
How do I clean the filter screen?
What is the warranty on the U by Moen shower valve and controller?
Connectivity
Why don't I see my wireless network when I attempt to connect to the U by Moen app?
Will I be able to use a static IP address?
What if I get a new router or change internet providers? What will need to be done to connect my U by Moen shower controller to my home Wi-Fi network?
If I need to replace my controller for any reason, what steps will I need to follow to connect my new controller to my home Wi-Fi network?
I have one of the outlets on my U by Moen valve capped. Is there a 'blank' or 'capped' icon I can use to acknowledge that particular port is not active on the controller?
Is there a published API available? Can I integrate the U by Moen into my smart home hub?
Did Moen develop this digital technology?
How many smart phones can be connected to the controller?
Are there any special router requirements?
Can I operate two controllers from the same smart phone?
Does the app work on a tablet?
What kind of router do I need to connect my U by Moen?
What if my plumber doesn’t set up the icons correctly. How do I adjust these?
What are the factory settings on the controller at the time of installation?
How do you set up the time on the controller?
Does the smart phone app connect to the shower via a Bluetooth or WiFi based connection?
What type of smart phones can be connected to the controller?
How far away will the smart phone activate your shower?
How do I change the outlet icons on the controller screen?
Can I use the shower without connecting to the cloud/internet?
What about security? What personal data will Moen have access to through the cloud?
What happens when smart phones are upgraded with new operating systems?
How do I get the latest controller features?
Can I turn off the shower using my smart phone even if it was turned on using a controller?
Can the app be updated from the Apple app store or Google Play?
What are the benefits of a cloud-based system?
Automation
What smart home systems is U by Moen compatible with?
How do I pair my U by Moen with my Amazon devices?
Do I need to have an Amazon Echo product in the bathroom to control the shower?
What if I'm having trouble pairing U by Moen to my devices? Do I call Moen customer service or Amazon?
Are there any security concerns with pairing my device with a system like Amazon Alexa, Apple HomeKit or Google Assistant?
What are the benefits of pairing my device with Amazon Alexa, Apple HomeKit or Google Assistant?
I've already purchased a U by Moen shower, do I need a new controller to integrate voice automation with Apple HomeKit?
What Amazon devices are currently compatible with my U by Moen shower?
Is U by Moen compatible with Apple HomeKit?
I've already purchased a U by Moen shower, do I need a new controller to integrate voice automation with Amazon Alexa?
Alexa is responding with an error message
My preset won't start with the Alexa voice command
ioDigital Upgrade
Can I upgrade my four outlet ioDigital valve shower to the four outlet U by Moen shower without a major remodel?

Troubleshooting

Bathroom
Troubleshooting: Water comes out of the showerhead when the tub spout is being used
Troubleshooting: No water from tub/shower units
Troubleshooting: No water from tub/shower units
Troubleshooting: No WARM water (no mixture of hot and cold) on tub shower units
Troubleshooting: Water temperature is not HOT enough on tub shower units
Troubleshooting: No COLD (just hot) or No HOT (just cold) water on tub shower units
Kitchen
Troubleshooting: Side spray leaks when faucet is turned on
Troubleshooting: Kitchen faucet leaks at the bottom of the spout
Troubleshooting: Pulldown wand "falls" out of spout
Troubleshooting: Pullout or pulldown wand will not divert between "stream" and "spray" modes
Troubleshooting: Low flow from side spray / Water still comes from spout with side spray activated
Troubleshooting: Kitchen faucet leaks between the spout and the handle
General
Troubleshooting: Pop-up drain assembly not closing or opening properly
Troubleshooting: Fixture leaks from the end of the spout
Troubleshooting: Spout is difficult to rotate
Troubleshooting: Low water flow from spout — BOTH hot and cold water on sink faucets
Troubleshooting: Low water flow from spout — ONLY hot or cold water on sink faucets
Troubleshooting: Handle is difficult to operate
Troubleshooting: Handle will not stay in the on position (one-handle faucets)