Recovering monitoring access
after your installer went bust
When an installer closes, monitoring access disappears — but the system data is still there on the manufacturer's servers. This is one of the most solvable problems in the installer-gone-bust situation. Every major UK manufacturer has a process for transferring orphaned accounts back to the homeowner. Here's how to do it.
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Our Monitoring Account Transfer service contacts the manufacturer directly, provides documentation on your behalf, and manages the full transfer process. We have established escalation routes with all major UK brands — including those that typically delay or deflect homeowner requests.
Monitoring Transfer Service → Book a diagnostic call →Why monitoring access disappears when an installer closes
Most UK solar installers registered all of their installations under a single company monitoring account — often without ever setting up an individual homeowner login. When the company closes, the login credentials die with it.
Installers register all inverters under one company account — it's faster and gives them a dashboard view of their entire customer base. Individual homeowner accounts are rarely created unless the customer specifically asks.
When a company ceases trading, the email addresses and passwords used to manage installer accounts go with it. Directors and staff aren't legally required to hand these over — and often don't.
The inverter is still sending data to the manufacturer's servers. The generation history is not lost. The only problem is that the account linked to your system belongs to a company that no longer exists.
Important distinction: Monitoring offline does not mean the system is broken. Check the inverter display during daylight — a kW generation reading means the system is working. Monitoring access and system generation are completely separate.
What you need before you contact the manufacturer
Gather these before making contact — having everything ready avoids back-and-forth delays and means any case opened doesn't stall waiting on documentation.
On the label attached to the inverter unit — usually the side or rear panel. It's a string of letters and numbers, typically 10–20 characters. Photograph it. If the label is worn, many units also display the serial on startup. The MCS certificate (searchable at mcscertified.com using your postcode) may also list it.
A document proving you own or occupy the property. Acceptable documents include: mortgage statement, Land Registry title document, utility bill (less than 3 months old), or council tax statement. Most manufacturers ask for two forms — one showing your name and address, one confirming your ownership or occupancy.
The manufacturer will want to verify that the original registering installer is genuinely defunct — not just unresponsive. A Companies House dissolution notice or administration announcement makes this straightforward. Search gov.uk/get-information-about-a-company for the company name and status.
You will need to create a new account on the manufacturer's platform. Use an email address you own and will retain long-term — not a shared or temporary address. Set up the account before contacting support if possible, so you have a new account ID to reference in your request.
MCS certificate, commissioning report, or any installer paperwork that references the system serial number and your address. Not strictly required, but strengthens your case significantly — especially with manufacturers who push back on transfer requests.
Step-by-step account recovery process
This process applies across all major brands — with brand-specific variations covered in the next section.
Find the inverter (usually in the garage, utility room, loft, or under the stairs). Photograph the full label — serial number, model number, rated power, and any certification marks. Also photograph the inverter display showing the current status.
If the label is missing or unreadable: check the inverter display on startup, search mcscertified.com, or look through any paperwork given at installation.
During daylight hours (9am–4pm is reliable), check the inverter display. A positive kW reading means the system is generating. The monitoring access issue and any generation issue are completely separate — deal with them in sequence. If there is a fault on the display, note the code for later but resolve monitoring access first.
Before contacting support, register a new homeowner account on the manufacturer's app or portal. Use your personal email address. Do not add the inverter to this account yet — the manufacturer will do that as part of the transfer. Having an account already created speeds up the transfer once the manufacturer approves it.
Contact the manufacturer's UK support team — by email where possible, as this creates a paper trail. State clearly: the serial number, the registering installer's company name and that they have ceased trading, your address, and your new account email. Attach proof of ownership and the Companies House status if you have it.
Avoid calling as a first step — phone interactions are harder to escalate and don't create a record. Email or web ticket first.
Most manufacturers will confirm receipt and provide a timeline. If you don't hear within 5 working days, follow up referencing your original ticket number. Once approved, the manufacturer will unlink the system from the installer account and link it to yours. You should then be able to view the system — including historical data in most cases.
If you are blocked at any stage, see the escalation guidance below — or consider a professional transfer service.
Brand-specific transfer routes
Each manufacturer handles orphaned account transfers differently. Timescales and required documentation vary significantly.
GivEnergy is generally the most responsive of the major brands for orphaned account transfers. Contact their UK support team via the givenergy.cloud portal or support@givenergy.co.uk. Provide the serial number, your address, and a proof of ownership document. GivEnergy can usually complete the transfer within 24–72 hours once documentation is accepted. They have a dedicated process for installer-gone-bust scenarios as it is a common request.
Sunsynk systems use the SolarmanPV monitoring platform (app: SolarmanPV; web: home.solarmanpv.com). Contact Sunsynk UK support at support@sunsynk.co.uk. The transfer process requires the serial number, proof of address, and confirmation that the installer is no longer trading. Sunsynk support typically responds within 3–5 working days. In some cases they will ask the previous installer account to release the device — if the installer account is confirmed defunct, they can override this via their enterprise team.
SolarEdge has the most formal transfer process of any UK brand. Create a homeowner account at monitoring.solaredge.com and then contact SolarEdge UK support at support.uk@solaredge.com, providing the serial number, site ID (if known), proof of address, and evidence of installer closure. SolarEdge often escalates these to their enterprise or accounts team, which adds to the timeline. Expect 2–4 weeks. The process is thorough but reliable — SolarEdge does complete orphaned transfers.
Growatt systems use the ShinePhone app and ShineServer portal (server.growatt.com). For orphaned account transfers, contact Growatt's UK distributor — in most cases this is Growatt Technologies UK Ltd via service@growatt.com. Provide the device serial number, plant name if known, your address, and proof of ownership. Growatt UK typically processes orphaned transfers within 3–7 working days. If the installer account still exists but is inactive, Growatt support can initiate a forced transfer on production of proof of ownership.
Solis inverters use the SolisCloud platform (soliscloud.com). Contact Solis UK support via their website or at info@solisinverters.com. The transfer process is similar to Growatt — provide serial number, proof of address, and evidence of installer closure. Solis support can reassign the system to a new homeowner account. Typical timescale is 5–10 working days. Solis also has a network of UK partners who can expedite transfers as part of a service visit if needed.
Enphase microinverter systems use the Enlighten platform (enlighten.enphaseenergy.com). Contact Enphase UK support at support@enphaseenergy.com. For orphaned systems, Enphase can separate the installer's access from your homeowner account — you create a homeowner account first, then request the unlinking. You will need the system serial number (from the Envoy gateway, not the microinverters) and proof of ownership. Enphase typically responds within 5–7 working days.
When manufacturer support won't help
First-line manufacturer support often deflects homeowner transfer requests with a standard response: "we can only deal with the installer". This is not the final answer — it's the beginning of an escalation process.
In your follow-up, explicitly state that the original installer has ceased trading (attach the Companies House record). Ask to be escalated to the enterprise, accounts, or technical support team. Front-line support agents often don't have the authority to process transfers — senior teams do.
If the installer was HIES or RECC registered, mention in your correspondence that you are considering a consumer protection complaint. Some manufacturers respond faster once they understand the legal context of the installer's closure.
If you are being verbally told no, ask for a written explanation of why the transfer cannot proceed. This often unblocks the situation — the person writing the refusal escalates internally rather than putting a bad process decision in writing.
A professional monitoring transfer service has established relationships and escalation routes with all major manufacturers. What takes a homeowner 2–4 weeks often takes a professional days — because the request arrives from a known entity with existing support contacts.
Frequently asked questions
In most cases, no. The monitoring data is stored on the manufacturer's servers, not the installer's systems. When ownership is transferred to your account, historical generation data is usually preserved. GivEnergy and Growatt retain full history. SolarEdge data is preserved in the system. Sunsynk (via SolarmanPV) typically retains data at device level. The key point is that the data exists — you just need to unlock access to it.
It varies significantly by brand. GivEnergy typically transfers within 24–72 hours once documentation is submitted. Growatt and Solis are usually 3–7 working days. Sunsynk can take 1–2 weeks. SolarEdge is the slowest — typically 2–4 weeks, as it often involves direct contact with their enterprise team. If you engage a professional transfer service, these timescales can be shortened through established escalation routes.
This is a standard first-line deflection. Ask to escalate to the technical or enterprise team and explain that the installer has ceased trading — attach the Companies House dissolution notice if you have it. Ask for a written explanation if they continue to refuse. If that fails, a professional transfer service has established escalation routes and typically resolves what stalls homeowners at the front-line support stage.
The serial number is on the inverter label — look on the side or rear panel. If the label is worn or missing, many units display the serial on the screen at startup. The MCS certificate (searchable at mcscertified.com using your postcode) may also list it. If none of these work, an engineer site visit can recover the number from the unit directly.
You will need to create a new homeowner account on the manufacturer's platform. The installer's account cannot simply be handed over — it belongs to the installer's business and typically contains multiple customer sites. The manufacturer will link your inverter's serial number to your new account and remove the installer's access.
These are two completely separate issues. The monitoring platform may show offline simply because the installer account is inactive or the portal subscription has lapsed. Check the inverter display directly during daylight hours — if it shows a kW generation figure, the system is working. If the display is blank or shows a fault code, there is a separate generation problem to investigate independently of the monitoring access issue.
Let us handle the monitoring transfer
We contact the manufacturer directly, provide documentation on your behalf, and manage the full transfer across all major UK brands — including SolarEdge and Sunsynk, which typically need the most escalation. From £75.