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.
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.
Ron was brilliant. He really tried to help. He spent hours trying to fix our GivEnergy AIO and ultimately it became apparent that it needed parts to fix the BMS management system. As there appears to be no replacement parts available on the market, he gave excellent advice on what options are now available to move forward. He is incredibly helpful and knowledgeable.
Called back within a day and gave good advice.
Ron was extremely helpful and tried his best to repair/reset our GivEnergy inverter remotely. In the event he was unsuccessful but he couldn’t have been more helpful. If you have problems with a GivEnergy system please contact him. Highly recommended
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.
A superb service from Ron who went beyond the normal service received from other Tech support companies. I live abroad and was badly let down when my givenergy system failed (and the company went bankrupt) and the local supplier ran away from the problem. Ron sorted the problem and even accessed specialist coding for the inverter that would not be available for suppliers. Ron also ran a full diagnostic to insure that all was in good working order afterwards. Without Rons support and patient assistance I doubt I would ever have got the system back up and running. Well done and thankyou and you have a customer for the future.
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.
Ron was brilliant. He really tried to help. He spent hours trying to fix our GivEnergy AIO and ultimately it became apparent that it needed parts to fix the BMS management system. As there appears to be no replacement parts available on the market, he gave excellent advice on what options are now available to move forward. He is incredibly helpful and knowledgeable.
Called back within a day and gave good advice.
Ron was extremely helpful and tried his best to repair/reset our GivEnergy inverter remotely. In the event he was unsuccessful but he couldn’t have been more helpful. If you have problems with a GivEnergy system please contact him. Highly recommended
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.
A superb service from Ron who went beyond the normal service received from other Tech support companies. I live abroad and was badly let down when my givenergy system failed (and the company went bankrupt) and the local supplier ran away from the problem. Ron sorted the problem and even accessed specialist coding for the inverter that would not be available for suppliers. Ron also ran a full diagnostic to insure that all was in good working order afterwards. Without Rons support and patient assistance I doubt I would ever have got the system back up and running. Well done and thankyou and you have a customer for the future.
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.
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:
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.
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.
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 →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.
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