If your portal has gone offline, shows missing data, or settings aren't applying correctly, we can diagnose the issue remotely — checking connectivity, account registration, and firmware against your specific setup.
Book your free remote diagnosticPortal offline troubleshootingNot affiliated with GivEnergy Ltd. Independent diagnosis and support.
Ron took me through a diagnostic to confirm my GivEnergy Inverter had a fault. A common one as it turns out with the AC Inverter. As GivEnergy is defunct there is no immediate fix, aside from sourcing 2nd hand replacement. It may be that a fix becomes available over the summer which would make a lot of GivEnergy customers happy (Again)
STS were incredibly responsive and helpful In diagnosing an issue with my GivEnergy inverter. Although distance meant it was impractical for me to use them to fully solve the issue, I’m grateful for the help and detail they provided. Don is a real professional gent and a hero in my eyes.
Prompt and useful support regarding my Sunsynk system lack of performance. Ronald simplified the technical issues to make them understandable. Many thanks, looking forward to follow up.
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.
When my GivEnergy system had an issue, I was completely left without support and had honestly lost all hope. Thankfully, I searched online and found Ron, which completely turned things around. After sending him a message, he responded incredibly fast and called me to assure me that he would get the problem fixed. I really admire his dedicated, supportive nature and his determination to find a solution. With this kind of outstanding attitude and customer service, he has absolutely secured a future customer in me.
Amazing support, went out of his way to help try and get us back up and running
GivEnergy provides two interfaces for your system: the mobile app and the web portal (givenergy.cloud). They share the same underlying data but serve different purposes.
Use both — they complement each other
Use the app for daily monitoring and quick schedule adjustments. Use the portal for fault investigation, historical analysis, device management, and anything that requires more context than the app provides. If your app shows a fault or unexpected behaviour, the portal's detailed charts and device logs are where you diagnose it.
Your installer should have set up your portal account during commissioning. If you need to create one yourself, or if you've moved into a property with an existing GivEnergy system, follow these steps.
Step-by-step setup
Visit givenergy.cloud and sign up with your email address. Enable two-factor authentication — GivEnergy accounts that are compromised can have charge schedules overridden remotely, which has financial implications. Choose a strong, unique password.
From the dashboard, select Add Device. Enter your inverter serial number — this is printed on a label on the inverter unit, typically on the front panel or right side. Serial numbers for GivEnergy hybrid inverters typically start with SA followed by 6 digits. For All-in-One units, it's on the right panel.
If you have a separate battery (Giv-Bat) and WiFi dongle (Gen 1/2 = AECC dongle; Gen 3 hybrids have built-in WiFi/LAN so no separate dongle to register), add these separately using their serial numbers. The gateway is what connects your system to the internet — it must be registered under your account for data to appear.
Enter your address, timezone (crucial — incorrect timezone causes schedule misalignment), and current tariff rates. Import and export rates are used for savings calculations. Update these whenever your tariff changes — historical data is calculated with the rate that was current at the time.
After adding devices, wait 5–15 minutes. The dashboard should show live power flow data: solar generation (if panels are connected), battery state of charge, grid import/export, and home consumption. If nothing appears, check dongle connectivity — see the WiFi setup guide.
Moved into a property with an existing system?
If you've bought a house with a GivEnergy system, the previous owner's account still controls it until ownership is transferred. You cannot simply add the serial number to a new account — it will show as already registered. You need to go through the ownership transfer process. See the monitoring transfer guide for the full procedure, or the bought house with GivEnergy guide for everything you need to do.
The portal dashboard shows real-time power flows in a visual diagram. Understanding what each figure represents helps you spot problems and confirm your system is behaving correctly.
Current output from panels in kW. Should match the sky conditions — zero output in darkness, maximum around solar noon on clear days.
Current charge level. Should rise during cheap-rate windows and solar surplus. Should fall during discharge periods. A flat SOC for extended periods suggests scheduling or CT issues.
Total household power draw. A value significantly above what you'd expect could indicate a CT clamp measuring the wrong circuit.
Positive = importing from grid. Negative = exporting to grid. Should be low or negative during solar peaks and during battery discharge periods.
Inverter display vs portal — the authoritative source
The portal shows data sent from the inverter via the dongle. If the portal is offline or showing stale data, go directly to the inverter display for real-time generation figures. The inverter display is always live, regardless of cloud connectivity.
Time-series graphs for generation, consumption, import/export, and battery SOC. Adjustable time ranges from 1 day to 12 months. Use this to identify patterns — a day where the battery didn't charge shows clearly here.
Best for: investigating missed charge cycles
System modes, charge/discharge schedules, export limits, tariff information, and smart features. This is where all configuration changes are made. Always verify changes have applied by checking the portal after the next scheduled event.
Best for: configuring schedules and limits
Connected hardware list showing each device's online status, firmware version, and communication state. If a device shows as offline here but you know it's powered on, that's your connectivity fault to investigate.
Best for: checking connectivity and firmware versions
Fault alerts, firmware availability notices, and performance messages. Read these when your system behaves unexpectedly — they often contain the fault code you need to look up or confirm a firmware update was pushed.
Best for: fault code identification
The operating mode determines how the system prioritises energy sources and manages the battery. Most users should be in Self-Consumption mode with scheduled overrides for charge and discharge windows.
Uses solar energy first to power the home. Surplus solar charges the battery. Battery discharges to cover household demand when solar is insufficient. Grid is used only when battery is empty. Best default state for most homes.
Battery charges from the grid during defined time windows (your cheap-rate period). Overrides self-consumption during the slot. Used to fill the battery at cheap rates overnight.
Forces the battery to discharge during defined windows. Used to ensure stored energy is deployed during expensive peak periods. Target SOC sets the minimum the battery will discharge to before stopping.
Exports stored battery energy to the grid during high-value export windows. Overrides Timed Discharge. Once the export target SOC is reached, the system stops — must be manually reset to resume normal discharge.
Configures a minimum battery reserve and enables Emergency Power Supply. The battery holds the defined reserve so it's available during grid outages. EPS must be physically wired during installation to work.
Prioritises exporting solar generation before charging the battery or covering home load. Useful only in specific scenarios — most users should not use this mode as it increases import costs.
For detailed configuration of these modes including the midnight crossing rule and multi-slot scheduling, see the GivEnergy EMS configuration guide.
Navigate to your inverter card in the portal and select Settings to access the scheduling interface. The portal provides more scheduling options than the app.
The midnight rule — most common scheduling mistake
Charge and discharge slots cannot cross midnight. A slot set as 23:30–05:30 will not work. Split it: Slot 1 = 23:30–23:59, Slot 2 = 00:00–05:30. This applies in both app and portal. See the charge schedule guide for full details and examples.
Portal showing no live data is almost always a connectivity problem. Work through these checks before assuming a hardware fault.
For the full step-by-step portal offline diagnostic guide, including how to distinguish a local WiFi issue from a GivEnergy server outage, see the GivEnergy portal offline guide.
Whether data has gone missing, settings aren't applying, or you need help setting up your portal correctly after a system change, we diagnose GivEnergy portal problems remotely. We check connectivity, account registration, firmware, and configuration without a site visit in most cases.
If your portal isn't showing data, you've moved and need account transfer help, or you want to configure advanced features like tariff rates and schedules correctly — we can walk you through it remotely.
I’ve worked on hundreds of GivEnergy systems and know the kit inside out. If yours is playing up, my promise is simple — no fix, no fee: just £75 if we fix it, free if we don’t.
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