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Most common issue · Inherited system

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.
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  • 'Offline' does not mean broken
  • No cooperation from previous owner needed
  • All major UK brands covered
What 'offline' actually means

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.

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Big thanks to Ron. He was incredibly patient and helpful over the phone, taking the time to walk myself and the installer through every troubleshooting step. Through lots of testing he figured out the issue was definitely a hardware issue, which allows us to consider our next steps. Support fees are clear and they operate a “no fix no fee” policy. It is rare to find that kind of honesty combined with dedicated phone support nowadays. I highly recommend Ron, if you need help with your solar system don’t hesitate to give him a call.

Steve M · Jun 2026 Google

I sent a message on their website regarding a problem I have on my Givenergy system. Although not supplied by Ronald, I thought it was worth an email. Within the hour on a Saturday, he phoned and we discussed the problem. He logged in remotely and gave excellent advice. I'm too far away for his on-site help but he did diagnose the problem and was happy also to chat through my thoughts about an upcoming solar/battery install I'm planning. Great bloke.... if only he was nearer!

Philip · Apr 2026

Very pleased with solar tech support , they were very informative and helpful , arrived when they said they would and did a great job , I would highly recommend them .

mary shaw · Jul 2026 Google

Brilliant support to get my solar battery working again. I didn’t expect help on a Saturday but Ron answered the phone, listened and sent me the information I needed to get it going, answered questions etc. A brilliant service I’d happily recommend.

Alison F. Cockerill · Jun 2026 Google

Excellent service from Solar Tech Support. Extremely quick to respond, easy to deal with and clearly very talented engineers. They were persistent throughout a complex GivEnergy battery issue and resolved everything completely. Highly knowledgeable, professional and reassuring support from start to finish. Highly recommended.

David Harris · May 2026

Wow... a firmware update to my inverter sent the whole system into meltdown – the battery discharged, and the house seemed to be drawing power, and the solar, who knows where that was going? Aghhh... A short email exchange with Roland and Solar Tech Support sorted the problem... the firmware had reversed a setting (from when it was installed), and the CT clamp needed to be reversed. As soon as I had done that, the world returned to normal. Thanks, Roland; there is no way I would have come to that conclusion. Would I recommend them? You bet! Worth the fee? You bet, again!

Pete Hawkins · Jul 2026 Google

Why new homeowners lose monitoring access

These are the three things that happen to monitoring when a property changes hands.

Account registered to previous owner

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.

Inverter lost its internet connection

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.

No information passed on at all

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.

1
Get the inverter serial number from the label

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.

2
Gather proof of ownership

Manufacturers need to verify you are the current property owner before transferring or creating a new account. Acceptable documents typically include:

•Solicitor's completion letter (most commonly accepted)
•Land Registry title register extract (order at gov.uk for a small fee)
•Council Tax bill in your name at the property address
•Mortgage completion statement
3
Contact the manufacturer's support team

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.

4
Wait for the account transfer or new account creation

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); GivEnergy transfers now go through GivEnergy Software Ltd following the April 2026 administration, so plan for delays. If you haven't heard back in two weeks, follow up by email referencing your original ticket number.

5
Reconnect the inverter to your broadband

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:

•GivEnergy: Use the GivEnergy setup app on iOS or Android — scan the inverter QR code and follow the Wi-Fi setup wizard.
•Sunsynk: Connect your phone to the inverter's own Wi-Fi hotspot (SSID starts with 'Solarman') and open a browser to 10.10.100.254. Enter your home Wi-Fi credentials.
•SolarEdge: Use the SolarEdge SetApp on a phone connected to the inverter's Wi-Fi. Requires installer credentials in some cases — contact SolarEdge support if locked.
•Growatt: Connect to the data logger's Wi-Fi hotspot, access the configuration page, and update the credentials. The ShinePhone app guides you through this.

Ownership transfer by brand

Each manufacturer handles new homeowner registrations differently. Here's what to expect and where to go for each major brand.

GivEnergy

With GivEnergy Ltd in administration since April 2026, ownership transfers are now handled by GivEnergy Software Ltd via the portal contact form at givenergy.cloud, not the old support inbox. Attach the inverter serial number, proof of ownership, and clear photos of the inverter and any batteries, and plan for delays rather than a fixed turnaround. Note the cloud moved to a paid subscription model in May 2026.

Full GivEnergy guide →
Sunsynk

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

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

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 →
Solis / Ginlong

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.

Previous owner not responding or actively blocking the transfer?

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

← All inherited solar 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 →
FAQ

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 transfers are now handled by GivEnergy Software Ltd following the April 2026 administration, so plan for delays rather than a fixed turnaround. 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.
Our monitoring account transfer service costs from £95 and manages the full ownership handover, including manufacturer contact, documentation, and portal setup. Transfers are typically completed in 3 to 7 days. If you first want to confirm the system is generating, a remote diagnostic is free and you only pay if we fix something.
Monitoring transfer

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 £95 for remote monitoring setup. Or book a remote diagnostic first to confirm your system is generating.

  • Covers all 19 major UK inverter brands
  • Typically resolved in 3–7 days
  • No manufacturer hold-music — we handle it

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