What happened
Your account may not be eligible to use Sense.
There are many possible causes, including:
-
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
- The meter associated with this account is not using a compatible firmware version
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.
- For firmware compatibility issues, your electricity provider will notify you when you can start using Sense.
If you need more help, contact the Sense Support team.