No monitoring access on your inherited solar system
Your system shows 'offline', you don't have a login, or the previous owner's account is still registered — this is the most common issue new homeowners face with inherited solar. It's fixable without the previous owner's involvement.
This guide covers what 'offline' actually means, the ownership transfer process for each major brand, and what documents you'll need.
The monitoring portal shows 'offline' when the inverter loses its internet connection — not when it stops generating. Your panels almost certainly continue to generate electricity normally. 'Offline' is a data connectivity issue, not a power generation fault.
If the system is also not generating, that is a separate issue:
System not working — inherited fault diagnosis →Why new homeowners lose monitoring access
These are the three things that happen to monitoring when a property changes hands.
The monitoring portal account is still registered to the previous owner's email address. You cannot log in, cannot see live data, and cannot change any settings. The account needs to be formally transferred to you by the manufacturer.
The inverter was connected to the previous owner's broadband router. When they left, that Wi-Fi network changed or disappeared. The inverter cannot reach the portal — it shows 'offline' but continues generating. You need to reconnect it to your broadband.
The previous owner had no idea what brand the system was, never set up monitoring, or simply didn't pass anything on. You're starting from scratch — identify the inverter brand and serial number first, then follow the steps below.
How to claim monitoring access as the new owner
This process works for all major UK inverter brands. The documentation requirements and response times vary — brand-specific notes follow below.
If you haven't already, find the inverter in your garage, utility room, or loft and photograph the label. You need the exact serial number — it's a string of letters and numbers, usually 10–20 characters. If you're not sure how to find the unit or read the label, see the inverter identification guide first.
Manufacturers need to verify you are the current property owner before transferring or creating a new account. Acceptable documents typically include:
Email or submit a support request to the manufacturer with: your full name, the property address, the inverter serial number, and your proof of ownership document. State clearly that you have purchased the property and need to register the system in your name. Brand-specific contact routes are listed in the section below.
The manufacturer will either delete the previous owner's account and create a new one, or transfer the existing account to your email. You will receive an invitation email to set your credentials. Response times range from 24 hours (GivEnergy on a good week) to 10–14 working days (Sunsynk). If you haven't heard back in two weeks, follow up by email referencing your original ticket number.
Once you have portal access, the system may still show 'offline' if the inverter hasn't connected to your broadband yet. To reconnect, you need to update the inverter's Wi-Fi settings:
Ownership transfer by brand
Each manufacturer handles new homeowner registrations differently. Here's what to expect and where to go for each major brand.
Submit a support ticket via givenergy.cloud under 'Change of Ownership'. Attach the serial number and proof of ownership. GivEnergy typically respond within 2–5 working days. Once confirmed, they'll either transfer the existing account or create a new one and send you a setup email. Their app-based Wi-Fi setup is straightforward once you have portal access.
Full GivEnergy guide →Sunsynk UK ownership transfers are handled via Sunsynk's UK distributor (Segen or Solar Distributor depending on when the system was installed). Email support stating you have purchased the property and need to register the system. Expect up to 10–14 working days. Have the serial number and completion letter ready. Sunsynk's app is the primary monitoring tool once transferred.
Full Sunsynk guide →SolarEdge homeowners can request a site transfer via the SolarEdge homeowner portal at monitoring.solaredge.com. Create a new account and submit a site transfer request with the serial number and proof of ownership. Processing takes 3–5 working days. If the previous owner's account is still active, SolarEdge will contact them to release the site — which can cause delays if they are unresponsive.
Full SolarEdge guide →Growatt transfers are handled via the ShineServer portal (server.growatt.com). Submit a new homeowner request through their support form, providing the data logger serial number (not just the inverter serial) and proof of ownership. Response times are inconsistent — sometimes same day, sometimes over a week. If you get no response within 5 working days, contact Growatt UK directly by email.
Full Growatt guide →Contact Solis UK support via SolisCloud (solarmanpv.com or soliscloud.com). Provide the inverter serial number and proof of ownership. Solis typically process transfers within 5 working days. Their portal is relatively straightforward once access is granted.
If the previous owner is making this harder
In most cases, you don't need the previous owner's involvement. But some platforms — particularly SolarEdge — contact the previous registered user as part of the transfer process, which can cause delays if they don't respond or are uncooperative.
If the manufacturer requires the previous owner's consent and they are unresponsive, escalate to the manufacturer with a formal letter of ownership demand and a copy of your Land Registry title. Most manufacturers will complete the transfer on proof of ownership alone if you make clear the property has legally changed hands. If the previous owner is actively attempting to retain control of a system in your property, this is a legal matter — contact your solicitor.
For the full guide to handling an unresponsive or obstructive previous owner — including direct manufacturer escalation routes — see the previous owner monitoring access guide.
Related guides
Available on-site across Yorkshire & beyond
If your monitoring needs a physical dongle reset, WiFi reconfiguration, or CT clamp check, we can visit on-site across our full coverage area — from Leeds and Bradford to Sheffield, York, Hull, and further afield.
See all areas we cover →Frequently asked questions
Almost certainly not. 'Offline' in the monitoring portal means the inverter has lost its internet connection — not that the solar system has stopped working. This is extremely common when a property changes hands, as the inverter was connected to the previous owner's broadband. The solar panels continue to generate electricity even without a monitoring connection. You need to reconnect the inverter to your broadband to restore the data feed.
Yes. All major manufacturers have an ownership transfer process that does not require cooperation from the previous owner. You need the inverter serial number from the label on the unit, and proof that you own the property — typically a completion letter or Land Registry document. Contact the manufacturer directly with these documents and request an account transfer.
It varies significantly by brand. GivEnergy typically respond within 2–5 working days. Sunsynk UK support can take up to 10–14 working days. SolarEdge homeowner transfers are usually processed in 3–5 working days via their portal. Growatt varies — sometimes same day via ShineServer, sometimes over a week. If you have not heard back within two weeks, follow up directly referencing your original support ticket number.
Manufacturers typically accept one of: a solicitor's completion letter, a Land Registry title register extract, a Council Tax bill in your name at the address, or a mortgage completion statement. The inverter serial number is always required. Some manufacturers also accept a signed letter from the selling solicitor. Requirements vary by brand — check with yours directly before submitting.
If you have the previous owner's login credentials, you can access the portal and see live data, but it is registered to them and they can revoke access at any time. This is not a long-term solution. Contact the manufacturer to request a formal ownership transfer so the system is registered in your name. You can continue using the existing login in the meantime, but treat the transfer as urgent.
You need to update the inverter's Wi-Fi credentials. Connect your phone to the inverter's own Wi-Fi hotspot (each brand has a different SSID), then use the manufacturer's app or a web browser to enter your new broadband Wi-Fi details. GivEnergy use a setup app. Sunsynk use a browser at 10.10.100.254. SolarEdge use SetApp. Growatt use ShinePhone or the data logger's configuration page. Once updated, the inverter will reconnect to your broadband and portal data will resume within minutes.
Want the monitoring transfer handled for you?
Our monitoring account transfer service manages the full ownership handover — manufacturer contact, documentation, portal setup — typically completed in 3–7 days. From £75 for remote monitoring setup. Or book a remote diagnostic first to confirm your system is generating.