What Happened
Your account might not be eligible to use Sense.
This could be due to several reasons, including:
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The account was already claimed by someone else in your household
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The account is marked as “inactive”
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The account is listed under a “landlord” status (a tenant may be able to connect instead)
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There are multiple meters tied to the same address
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The account has multiple service points
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The account includes solar
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The meter uses an incompatible firmware version
Right now, these account types aren’t supported with Sense-enabled meters.
What You Can Do
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If you have another eligible account, restart setup and enter that info
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You can still use Sense by purchasing a Sense Home Energy Monitor and installing it in your electrical panel—learn more here
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If this is a firmware issue, your utility will let you know when Sense becomes available
Still stuck? Contact Support and we’ll help you figure it out.