The monitoring portal shows 'offline' when the inverter loses its internet connection — not when it stops generating. The system usually keeps running, but offline doesn't prove it, so check the inverter's own screen. 'Offline' is a data connectivity issue, not a power generation fault.
Had a problem with my GivEnergy battery which seemed to be a calibration issue. My installer was unable to help so contacted Ron at Solar Tech Support who was immensely helpful. He diagnosed, confirmed and fixed the problem remotely and very speedily. Would thoroughly recommend this company for their knowledge and ability.
Absolute legend found the fault in 5mins definitely will be using again definitely would recommend to others .
Saw Ron was advertising a refurbished 9.5 kWh on Facebook, within a couple of days Ron delivered and installed it into my current system, my existing 9.5 batter was also. Gen 2 running on firmware 3022. Literally took him 30 mins, from start to finished, within a couple of days the two batteries had balanced themselves, it’s now been a week with Predbat in control. Working perfectly , could not recommend Ron more highly Top Man!
I received a prompt response and excellent technical support for the remote diagnosis (Oxfordshire) and resolution of my GivEnergy EMS configuration. My GivEnergy issue involved a single inverter and battery that had a loss of calibration, a critical low voltage drop. It needed a recovery and re-calibration, and was supported via email into yesterday evening being resolved within 24 hours. Ron demonstrated a very high level of knowledge and experience in the intricacies of a GivEnergy EMS configuration, even surpassing the understanding of GivEnergy itself when it was still operational. I have already recommended their services to a neighbour as I’d be happy to use their services again based on the fair pricing and the quality of their support.
Ron diagnosed the problem remotely - efficiently and order the part identified as the fault - this part came directly from to me and Ron visited within a few days and within the hour corrected the problem and since everything has been excellent -highly recommended - very pleasant manner and lovely to work with . Ivor Morris.
Genius when it comes to solar and off grid installations we spent days trying to work out what was causing our problems and Ron resolved it in less than an hour! Cant reccomend enough
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, and you usually cannot see live data or change settings. On GivEnergy, the free app's local mode needs no login and should still work on your home network, and the current owner can transfer the account to you in the app. On other brands, 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 the system usually keeps running, so check the inverter's own screen. 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.
This process works for most major UK inverter brands. On GivEnergy, steps 1 to 4 do not apply: the current owner can transfer the account to you in the app. 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 vary by brand, from a few working days 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:
If it still won't connect, we set it up on site, from £195: we connect it to your WiFi, set up your router, including a separate 2.4 GHz network if it needs one, and check it's reporting. If the signal doesn't reach, a WiFi extender is an extra £75, and we carry them with us.
Each manufacturer handles new homeowner registrations differently. Here's what to expect and where to go for each major brand.
GivEnergy Ltd has been in administration since April 2026. GivEnergy Software Ltd runs the app and the givenergy.cloud portal and is still trading. GivEnergy transfers are now done between customers in the app. The current owner updates the GivEnergy app, logs in, taps the account button at the top right of the home page, chooses Transfer Hardware and enters the new owner's email address. The new owner accepts from the email they receive. Read the transfer guide.
If you have moved into a home with a GivEnergy system, ask the previous owner or the estate agent to do this for you. GivEnergy Software says it is working on a way for the new owner to request the transfer themselves. We do not handle GivEnergy account transfers, because the owner can do them in the app. Logging in is optional on the free tier, so you can monitor and control the system locally before any transfer. Since May 2026 the app's free tier works on your home network only; remote access needs GivEnergy Premium (£4.99 a month).
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.
On most brands, you don't need the previous owner's involvement, GivEnergy being the exception. 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.
That escalation does not apply to GivEnergy. There, ask the previous owner or the estate agent to make the transfer in the app, and keep using the free app on your home network. If you are still stuck after the steps in the transfer guide, email premium@givenergy.co.uk with Log In as the subject. GivEnergy Software aims to reply within 14 days.
For the full guide to handling an unresponsive or obstructive previous owner — including direct manufacturer escalation routes — see the previous owner monitoring access guide.
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. WiFi setup on site is from £195.
See all areas we cover →For brands other than GivEnergy, our monitoring account transfer service manages the full ownership handover — manufacturer contact, documentation, portal setup — typically completed in 3–7 days. The monitoring account transfer is a flat £95. We do not handle GivEnergy account transfers, because the owner can do them in the app. Or book a remote diagnostic first to confirm your system is generating.
Due to unprecedented demand we’re currently only carrying out on-site work in Yorkshire, and replies are taking up to 7 days. Remote diagnostics continue for the whole UK as normal.
Every message is read and answered, so please don’t send it twice; that only slows the queue.
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