Most Raft issues are resolved by checking battery and charge status first. This article covers offline status, false alerts, missed alerts, charging issues, and lost or damaged hardware.
Raft shows Offline in the dashboard
Check the battery first. A depleted battery is the most common reason a Raft goes offline. Confirm the Raft was charged the previous night and check its battery percentage on the Devices page — anything below 20% is a likely cause.
If the battery is good, place the Raft on the dock and remove it again to reinitiate its connection. If the issue continues, confirm the Raft is within range of the Alert Station. In large buildings or areas with thick walls or metal fixtures, Rafts at the edge of your facility may have weaker connections.
If offline status persists despite good battery and proximity to the Alert Station, contact support@punchrescue.com. Adding Rescue Repeaters may resolve the issue.
Raft triggering false Fall Alerts
False Fall Alerts are most commonly caused by a lifeguard walking quickly out of direct range of the Alert Station. The rapid signal loss mimics the drop-and-disappear pattern the algorithm looks for.
Go to Devices, click the gear icon on the Alert Station, and reduce the Fall Sensitivity setting under Functions. For Alert Stations not located near a pool, set sensitivity to 0 to disable Fall Alert detection for that station.
If false Fall Alerts continue after reducing sensitivity, the issue is likely coverage range rather than sensitivity. Contact support@punchrescue.com — adding Repeaters often resolves this more effectively.
Raft triggering false Water Alerts
Water Alerts require both water sensors to be submerged simultaneously — normal splashing should not trigger them. If you are seeing false Water Alerts, inspect the sensor area for debris, mineral deposits, or corrosion and clean gently with a dry cloth.
If false Water Alerts continue after cleaning, contact support@punchrescue.com.
Raft missing Water Alerts on genuine submersion
Ensure Rafts are dried off between submersions. Residual moisture on the sensors can interfere with detection. Inspect the sensor contacts for mineral buildup or rust, which can prevent proper activation. Clean gently with a dry cloth.
If missed Water Alerts continue after cleaning, contact support@punchrescue.com.
Raft won't charge
Inspect the charging contacts on the Raft and the dock for debris or corrosion. Try a different slot in the 4-slot USB-C dock — one slot may have a loose connection. Confirm the USB-C cable and power source are working.
If the Raft fails to charge after trying a different dock slot and power source, contact support@punchrescue.com. Hardware replacement is covered by your subscription.
Raft won't turn on
Confirm the Raft completed a full charge cycle. If the Raft has no power after a full charge attempt, inspect the charging contacts on both the Raft and dock for corrosion or debris and clean gently. Try a different dock slot and a different power source.
If the Raft still does not power on, contact support@punchrescue.com. Hardware replacement is covered by your subscription.
Raft is lost or missing
Check the Devices page to see when the Raft last sent a heartbeat and what signal strength it showed at that time — this can help narrow down where it was last active. Check the dock, locker rooms, and areas where lifeguards typically end their shifts.
If the Raft cannot be located, contact support@punchrescue.com. A lost device is handled differently from a hardware failure — your success manager can advise on next steps and replacement options. In the meantime, ensure no shift begins with fewer Rafts than active lifeguards on duty.
Still need help? Email support@punchrescue.com with the Raft's device name, a description of the issue, how long it has been charging, and what the Devices page shows for its status. Hardware replacement is covered by your subscription.