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Phased rollout is happening! National Grid and Sense are rolling out the Sense integration in a limited number of homes. Hold off on logging in until general availability is announced. If you have a Sense-enabled meter and would like to be a part of the roll out, click here. |
What happened
Your account may not be eligible to use Sense.
There are many possible causes, including:
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The account was already claimed by another member of your household
- The account has been marked as “inactive”
- The account has a “landlord” status (a tenant might be able to connect to a Sense-enabled meter using their account information)
- The account has multiple meters tied to the same address (even if some or all are Sense-enabled)
- The account has multiple service points
- The account has solar installed
None of these situations are currently compatible with Sense-enabled meters. For utility account questions, contact your electricity provider.
What to do
- For utility account questions, contact your utility provider.
- For National Grid customers in the US, call National Grid Support at 833.975.0009 or visit their website at www.nationalgridus.com
- If you have a different account that may be eligible, go ahead and restart this setup process to input that information instead.
- You may still be able to get Sense by buying a Sense Home Energy Monitor and having it installed in the electrical panel (breaker box). Find more information on the Sense monitor and how to buy it here.
- If you have questions, contact the Sense Support team.