Frequently Asked Questions

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Bathroom

Installation Considerations
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 replace a two-handle lavatory faucet with a single-handle model? Do all faucets fit all bathroom sinks and tub/showers?
Can I purchase new tub and shower trim and connect it to my existing Moen tub and shower valve?
Can I change the trim (showerhead, arm, flange, escutcheon, handle/knob and tub spout) without changing the valve in the wall?
Why is there a gap between the handle and the escutcheon of my one-handle shower faucet?
What is a pop-up drain assembly?
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?
Why is there a gap between the handle and the escutcheon of my one-handle shower faucet?
M-Pact1
What is the M-PACT? system?
Posi-Temp/Moentrol
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?
What is meant by a "pressure-balancing" tub and shower faucet?
What is the difference between a PosiTemp® tub and shower valve and a Moentrol® tub and shower valve?
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 size hex wrench is used to remove my PosiTemp® lever?
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?
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
Can I change the trim on my older Moen roman tub without replacing the valve body?
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?
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?
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?
How many holes are necessary in my sink deck to install my kitchen faucet?
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?
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?
Is the same procedure followed for the 2 handle kitchen faucet?
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?
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?
What kind of cleaner can I use on my LifeShine® faucet?
What kind of cleaner can I use on non-LifeShine components?
Sinks
Why don't basket strainers come with new sinks?
What size basket strainers do I need for my new sink?
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
Can I join copper to PVC tubing? If so, how?
Will it take me long to install a faucet?
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 tools will I need to install or fix my faucet?
When do I need to use thread seal tape, pipe dope or plumber's putty?
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
What causes a Moen faucet or valve to leak or drip?
If I contact Moen directly for warranty parts, what type of questions can I expect to be asked?
The hot and cold is reversed on my one handle kitchen/bathroom sink faucet. What can be done to correct this?
How long does it take to ship parts if I purchase direct from Moen?
I don't see my faucet on your website, does that mean it's no longer serviceable?
I have received some parts to repair my faucet. Is this something that I can repair?
How can I purchase repair parts?
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
Are the capsules recyclable?
Will the capsule color the water?
Are the products contained in the capsules tested on animals?
Are there any warnings regarding the use of INLY capsules?
When i remove the capsule after use, it still feels full. is this normal?
Why won't the dilution lever move?
How easy is the installation of the showerhead?
Why can't I remove a shower capsule?
Are there special cleaning instructions for this shower?
Will my shower still work if I don't use a capsule?
Will my skin be scented after an INLY shower?
Will using INLY products make the bath or shower slippery?
After starting the infusion of essential oils in my shower, can I turn off?
Can I control the intensity of the fragrance in the shower?
Where are the INLY shower capsules made?
How does INLY ensure quality ingredients?
How do I activate INLY aromatherapy shower capsules?
Will an essential oil shower leave my hair or skin greasy?
Can i use INLY capsules to wash myself?
How long does a capsule last?
Is there a warranty for the aromatherapy shower?
Can I add aromatherapy to an existing Moen shower?
U by Moen Smart Faucet
Do I download an app?
Can I buy this faucet without owning a voice assistant?
What kind of phone do I need?
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
What is the flow rate of the Nebia by Moen rainshower?
Will Nebia by Moen really get the shampoo and conditioner out of my hair?
What is Nebia by Moen?
What does atomization mean?
Does atomization make the water feel colder compared to a standard shower?
What is the combined flow rate of the Nebia by Moen rainshower and handshower?
Can the handshower flow independently from the rainshower?
How does the handshower turn on?
How much water can I save?
Are the Nebia by Moen products WaterSense labeled?
Is there backflow prevention?
Can I install myself?
What if I prefer to not use the waterproof permanent adhesive?
Can I use my existing valve and plumbing?
Will Nebia by Moen perform if I have low water pressure?
How does Nebia by Moen handle hard water (or lime scale)?
How do I clean my Nebia by Moen showerhead?
What is the water heater requirement?
What is the water pressure requirement?
Will the Nebia by Moen handshower effect my pacemaker since it has a magnet?
Are the Nebia by Moen products covered by Moen's Limited Lifetime Warranty?
What is the combined flow rate of the Nebia by Moen rainshower and handshower?
What is the combined flow rate of the Nebia by Moen rainshower and handshower?
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
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 Smart Water Shutoff integrate with other smart home systems?
Does Flo by Moen work on both 2.4GHz and 5GHz wireless networks?
Does Flo by Moen integrate with any other smart home devices?
What if my router does not support 2.4GHz?
General Questions about FLO by Moen
Why do homeowners need this smart water valve installed in their homes?
What is MicroLeak™ Technology?
Will Moen or Flo Technologies cover expenses relating to any water damage?
What if Flo by Moen doesn’t detect a leak? What happens when Flo by Moen malfunctions and I don’t have FloProtect?
Is Flo By Moen water resistant?
Does the Flo by Moen smart water valve have a warranty?
What is Flo by Moen?
FloProtect
What do insurance companies think of this? Do you have insurance partners?
Do I have to be a Flo customer to sign up for FloProtect?
Do customers have to sign up for FloProtect to use Flo by Moen?
How do Flo by Moen customers sign up for FloProtect?
What is FloProtect Plan?
How much does FloProtect cost?
What does the FloProtect Plan offer that the Flo by Moen Basic offering doesn’t?
MotionSense
Operation
How do I use my sensors to turn the water on and off?
How do I disable or re-enable the sensors?
How do I adjust the flow?
How do I change the water temperature?
What caused my faucet to turn on unintentionally?
What is the spout range of motion?
What does the blue LED light indicate?
Is it safe to have electronics under my kitchen sink?
How does MotionSense operation differ from a standard mechanical faucet?
If I use one of the sensors to turn the water on, how long will it run?
Whom do I call for support?
Installation & Power
Can the faucet be mounted with left- or right-handle installation?
How do I uninstall the hoses for inline filter cleaning?
How do I disconnect the pullout hose from the control box?
Will the valve fit under my standard sink cabinet?
I bought a new generation of MotionSense faucet, can I use my old Moen AC adapter?
Can this be used on a bar sink?
How does the installation differ from a standard mechanical faucet?
How is MotionSense powered? Does it run on batteries or use AC power?
Care & Maintenance
How do I know my batteries are dead?
How do I troubleshoot the MotionSense faucet?
How do I clean the faucet?
How do I clean the screen filter in the control box?
What is the warranty?
ioDigital
Do I have to plug the valve in, and is an electrician required for installation?
Do you need a larger hot water tank? What are the drainage requirements?
Are there any issues with electricity and the chance of being shocked?
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?
What is the warranty on the valve? Controller?
What is the minimum water pressure needed for a digital valve?
What are the outlet sizes?
Is this a pressure balanced valve?
Is the valve compatible with PEX, copper and CPVC?
How far away will the remote controls work?
How does the controller mount to the wall?
How many presets can you have for the shower? Roman Tub? Vertical Spa?
How many spray outlets can be used in a digital vertical spa?
What are the inlet sizes?
How does the ioDigital™ valve work?
U by Moen Shower
Operation
Does the unit use a lot of electricity? Will it considerably increase my electric bills?
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?
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?
How many outlets does the U by Moen shower valve have?
Does the U by Moen shower controller have a touch screen?
Does the U by Moen shower valve have flow volume control?
What happens when a power outage occurs while shower is ON?
Can the U by Moen shower be used in locations where local codes require only a single outlet active?
Does the U by Moen shower offer a warm-up mode? How does it work?
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 controller use batteries?
How many presets can you have for two outlet and four outlet SKUs?
Are there any issues with electricity and the chance of being shocked?
How does the valve work?
What is the minimum water pressure needed for a digital valve?
Is this a pressure balanced valve?
Installation and Power
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?
I already have one phone synced to the controller. How do I sync additional phones to the controller?
Does the U by Moen shower run on AC power or batteries?
Can I move the U by Moen shower controller once it has been installed?
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?
How does the U by Moen shower controller mount to the wall?
Is an access panel required for the U by Moen shower valve?
What are the inlet sizes?
How many spray outlets shower devices can be used in a digital vertical spa?
Is the U by Moen shower valve compatible with PEX, copper and CPVC?
What are the outlet sizes?
Do I have to plug in the U by Moen shower valve, and is an electrician required for installation?
Will the U by Moen shower digital valve work with existing showerheads, hand showers and body sprays?
Do you need a larger hot water tank to operate the U by Moen shower? Are there specific drainage requirements?
How far can the U by Moen shower valve be installed from the shower area?
Can I install the U by Moen outside of the United States or Canada?
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?
Can I remove the buttons for cleaning?
Is the controller water proof?
What is the warranty on the U by Moen shower valve and controller?
How do I clean the filter screen?
How do I clean the controller?
Connectivity
How far away will the smart phone activate your shower?
How do I change the outlet icons on the controller screen?
Does the smart phone app connect to the shower via a Bluetooth or WiFi based connection?
Can I use the shower without connecting to the cloud/internet?
How many smart phones can be connected to the controller?
Did Moen develop this digital technology?
What type of smart phones can be connected to the controller?
What about security? What personal data will Moen have access to through the cloud?
Can I turn off the shower using my smart phone even if it was turned on using a controller?
What are the benefits of a cloud-based system?
How do I get the latest controller features?
What happens when smart phones are upgraded with new operating systems?
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?
What kind of router do I need to connect my U by Moen?
Are there any special router requirements?
Can I operate two controllers from the same smart phone?
Does the app work on a tablet?
Can the app be updated from the Apple app store or Google Play?
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?
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?
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?
Will I be able to use a static IP address?
Is there a published API available? Can I integrate the U by Moen into my smart home hub?
Why don't I see my wireless network when I attempt to connect to the U by Moen app?
How do you set up the time on the controller?
Automation
I've already purchased a U by Moen shower, do I need a new controller to integrate voice automation 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?
What Amazon devices are currently compatible with my U by Moen shower?
My preset won't start with the Alexa voice command
What smart home systems is U by Moen compatible with?
Alexa is responding with an error message
How do I pair my U by Moen with my Amazon devices?
Are there any security concerns with pairing my device with a system like Amazon Alexa, Apple HomeKit or Google Assistant?
Do I need to have an Amazon Echo product in the bathroom to control the shower?
What are the benefits of pairing my device with Amazon Alexa, Apple HomeKit or Google Assistant?
What if I'm having trouble pairing U by Moen to my devices? Do I call Moen customer service or Amazon?
Is U by Moen compatible with Apple HomeKit?
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: No water from tub/shower units
Troubleshooting: No WARM water (no mixture of hot and cold) on tub shower units
Troubleshooting: No water from tub/shower units
Troubleshooting: Water comes out of the showerhead when the tub spout is being used
Troubleshooting: No COLD (just hot) or No HOT (just cold) water on tub shower units
Troubleshooting: Water temperature is not HOT enough on tub shower units
Kitchen
Troubleshooting: Pullout or pulldown wand will not divert between "stream" and "spray" modes
Troubleshooting: Kitchen faucet leaks between the spout and the handle
Troubleshooting: Low flow from side spray / Water still comes from spout with side spray activated
Troubleshooting: Pulldown wand "falls" out of spout
Troubleshooting: Side spray leaks when faucet is turned on
Troubleshooting: Kitchen faucet leaks at the bottom of the spout
General
Troubleshooting: Spout is difficult to rotate
Troubleshooting: Low water flow from spout — ONLY hot or cold water on sink faucets
Troubleshooting: Low water flow from spout — BOTH hot and cold water on sink faucets
Troubleshooting: Handle is difficult to operate
Troubleshooting: Handle will not stay in the on position (one-handle faucets)
Troubleshooting: Fixture leaks from the end of the spout
Troubleshooting: Pop-up drain assembly not closing or opening properly