FAQ

You've got questions? We've got plantswers.

All Getting Started Sensor & Hub Willow App Willow Grow Orders & Payments Shipping & Returns

Getting started

What does Willow do?

We make plant care easy! Our smart plant Sensor monitors your plant for its species-specific needs. When your plant needs a care action, you’ll get an alert to your mobile via our app.

We take the guesswork out of plant parenthood, giving your plants a voice and giving you the knowledge and tools to achieve the thriving indoor jungle of your dreams.

How does Willow work?

The Willow ecosystem is made of our Sensor, our Hub and our app.

Our Sensor knows your plant and its unique preferences. It plants into your houseplant’s pot and monitors soil moisture, light exposure, and temperature and humidity.

The Sensor and the Hub communicate constantly. Plant updates from the Sensor are sent to the Hub and uploaded into the app so you can track your plant’s happiness score and conditions from anywhere, any time. 

When your plant needs care, an alert is sent right to your mobile via the app. 

Our Hub connects to your home WiFi. The Sensor gets connected to the app and communicates with the Hub via Bluetooth.

What does the Sensor measure and how accurate is it?

Our Sensor measures the four factors that are most critical to your plant’s well being: soil moisture, ambient light, temperature and humidity. Leveraging smart tech in one user-friendly compact product, our Sensor’s readings are very accurate, with readings measured and recorded within 2% accuracy.

How does Willow compare to other measuring solutions?

Most solutions measure just one thing — like moisture or sunlight — and give you a number without any context, leaving you guessing on what to do next. Willow knows your specific plant, understands its environment, and factors in things like location, seasonality, and weather. Then it turns all the complexities of plant care into simple, timely alerts that tell you exactly when and how to care for your plant.

How do I set up the Sensor and Hub?

Setting up is easy. Every product comes with our setup instructions and a link to an informational video showing you the ins and outs of how to get started.

Step 1: Download

Install the Plant with Willow app on iOS or Android

Step 2: Setup
Easily connect your Hub to your home Wi-Fi and your Sensor to the app. Once connected, your Sensor communicates with the Hub via Bluetooth

Step 3: Pair up
Choose the plant type your Sensor will be paired up with. The Sensor will monitor your plant based on its species-specific preferences

Step 4: Plant
Plant your Sensor into your plant’s soil, angling the light pipe towards the source of light

Once planted, relax and wait for your plants to start doing the talking! Updates from the Sensor should start populating in the app within 24 to 48 hours.

Do I need the Hub to use the Sensor?

Yes, the Hub is essential for your Sensor to work its magic. Think of the Hub as the brains of the operation, while the Sensor is the eyes and ears.

How many Sensors can I connect to a Hub?

You can connect up to 40 Sensors to one Hub within range. That’s a lot of plants!

What is the range of the Hub and Sensor?

Our Sensor has a Bluetooth range of approximately 20 metres (or, the length of a bowling lane!). This works great for most single story homes. For split level homes, we recommend adding a second Hub.

Does the Hub need to remain plugged in at all times?

Yes! The Hub needs to be plugged in and powered on for an uninterrupted Willow experience. It's constantly communicating with the Sensors and providing plant updates in the app. Keeping your Hub plugged means you won’t miss a thing.

Sensor & Hub

Can I use the Sensor outside?

Our Sensor is intended for indoor use with houseplants only. The great outdoors can feature heavy rains or snow, prolonged harsh sunlight, or extreme temperature changes compared to the controlled indoor environment. The tech inside the Sensor is safeguarded well for indoors but risks getting damaged in an outdoor setting.

Can I use one Sensor for multiple plants?

For the best Willow experience, use one Sensor per plant at a time. Your Sensor is paired up per your plant’s type in the app during setup so it can monitor your plant’s species-specific preferences. In the event your original plant is thriving and you’re feeling confident to switch the Sensor to another plant, you can easily move it! Just unpair it from the first plant in the app and pair it up with the new one.

How are the Sensor and Hub powered?

The Sensor is powered by a coin cell battery. With this type of battery, you’re not limited to plant placement by needing to be near wall units or at risk when watering. Each Sensor comes with a coin cell battery already installed. The Hub plugs into a wall unit to power and comes with a USB-C cable.

How long does the Sensor’s battery last?

The Sensor uses ultra-low-power electronics so you can spend less time worrying about batteries and more time enjoying your growing indoor jungle. Typically, the battery will last 12 months from when you first set up your Sensor but can go longer.

How do I replace the battery?

Should you need to replace the Sensor’s battery, remove the top half of the unit, unscrew the housing and replace the CR2477 coin-cell battery, which can be purchased either online or in-store at your local department store.

Does the Sensor work with grow lights?

Willow Sensors can work with grow lights, but may need to be positioned differently. Since the light sensor is on the side (designed for natural light through windows), place the sensor diagonally in the soil when using overhead grow lights. This ensures both the moisture probes and the light sensor function correctly.

How much plant data can I access?

When Willow was just a budding idea, we sought out to make plant care easy. Horticulture can be complex, even with houseplants. We make plant parenting easier by providing timely alerts and live updates from your plant’s Sensor to the app.

For those who dig the data, we’ve made it available as part of Willow Grow, our optional app subscription. In addition to data, you’ll have access to a suite of exclusive features.

We’ve taken on the brunt of the storage and processing costs to make the subscription accessible for our customers and priced well below other plant apps on the market so our Willow gang gets the best bang for their buck.

Our App

Will the app work on my phone?

Our app is available in both the App Store and in Google Play, and is compatible with devices operating Android 5+ and iOS13+.

Can I share my Willow app account with others?

Yes, if you wish, you can share your profile login credentials with all of your most important plant co-parents, such as family and housemates.

Better yet! If you need help with caring for your houseplants, you can share your plants with other profiles.

Is the Willow app free?

Downloading and using the Willow app is free, including but not limited to:

  • Pairing your Sensor and Hub
    Get your devices connected and start gathering plant data
  • Plant ID
    Scan and identify your plant type in one click with 5 scans per month included
  • Track key plant events
    Log your plant’s care actions and milestones. The Sensor detects when the plant’s been watered and will automatically add this for you.
  • Plant library
    Access our exclusive plant library with over 600 and growing! Built by our team of horticulturists, each plant’s care guide is bespoke to its species. No more Google searching and contradicting advice. 

Want to take your plant care to the next level? Unlock more amazing features with Willow Grow.

How do I know I’m providing the right care?

Got a Hub and Sensor set up with your plant? Awesome! Check the Willow app to see your plant's happiness score, a number out of 100 that reflects your plant's overall conditions and how well it’s being cared for.

If your score needs work, you'll receive a notification from Willow. We also have blog posts, videos, care guides and tutorials in the app to help you become a plant-care pro.

Can Willow identify my plants?

Yes, with our Plant ID feature. It’s hard to provide good care if you don’t know what you're looking after! Using our Plant ID feature, simply take a photo of your plant and our app will identify it.

My plant keeps saying it’s thirsty, even after I watered it. Is it broken?

If your plant is still thirsty after watering, troubleshoot the following:

  • Sensor cap and prongs: Make sure the cap is removed and the prongs are fully exposed and inserted in the soil.
  • Watering technique: Soak the soil thoroughly, allowing for proper drainage. This encourages deeper root growth.
  • Soil settings in the app: Ensure the soil type matches your actual potting mix (such as a standard potting mix vs. a coarser blend). Inaccurate settings can affect moisture readings.

Willow Grow

What is Willow Grow?

Willow Grow is an optional in-app subscription that gives you access to extra features to customise your Willow experience. Find out more here.

How much does Willow Grow cost and how do payments work?

Willow Grow costs less per month than your morning coffee costs per day!

1 month: $4.99 AUD
3 months: $12.99 AUD
1 year: $39.99 AUD

Pricing is set in AUD for the relevant app stores and is converted to your local currency if you’re outside of Australia. 

One-time charge: You'll be charged once for the entire subscription period. You’ll get 1 charge for 1 month, 1 charge for the quarterly period, or 1 charge for the annual period.

Automatic renewal: Your subscription will automatically renew at the end of the period unless cancelled via Google Play Store or Apple App Store.

How do I cancel?

All subscription payments are handled by Google Play Store or Apple App store. To cancel, just head to your device’s subscription settings for your account. Once cancelled, Grow features will expire at the next payment date. If you change your mind before then, you can renew your subscription in your device’s subscription settings.

What is the Plant Doctor consultation and how do I use it?

Willow Grow members get 1 Plant Doctor consultation every month with our resident horticulturist Brocc. He'll answer all your plant-related questions and provide expert advice to help you get your plant back on track. And rest assured, there’s no AI trickery here – it’s Brocc, not bot, a real human with years of expert horticulture experience to share. Head to the Plant Doctor tab in the app menu to start your consult.

How does Best For You work?

You’ll find your perfect plant match with Best For You!  Willow analyses your Sensor's data  for temperature, light exposure, and humidity, and sends you a personalised plant recommendation every month for plants that will suit your space.

Orders & Payment

Which payment methods do you accept?

We accept payment via credit card or Afterpay, Paypal, Apple Pay, Google Pay or Shop Pay.

I’m having trouble placing an order. Can you help?

We can help! If you have any issues at checkout, please let us know via the chat feature or by emailing support@plantwithwillow.com.au.

Returns

What is your return policy?

Changed your mind about a colour or pack? No problem! We're happy to help you with an exchange. In the event of an exchange due to a change of mind, you’ll be responsible for the return shipping costs. 

While we don't offer refunds for change of mind, we want you to be satisfied with your Willow purchase. We’ll work with you for a happy resolution. For more details, check out our Warranty & Returns page.

Not finding the answer you’re looking for?

Email us

Got all your questions answered?

Shop all
Shop all