What to Know
To complete setup, the Sense Home app needs to pair with your electric meter. You’ll need to be within about fifteen feet of your meter to connect. If your device can’t connect, setup can’t be completed.
There are a few simple steps that can help improve pairing success.
What to Do
Before trying setup again
Make sure your phone or tablet is connected to your home Wi-Fi:
Temporarily turn off any VPNs, mobile hotspots, or airplane mode settings that could interrupt the connection
When you try again
1. Locate your meter
Before continuing, confirm where your meter is located. Some common places to check:
- Single-family homes: Outside wall, porch, utility room, or closet
- Multi-unit buildings: Basement, garage, or shared utility room (usually one meter per unit)
- Meter banks: Sometimes in a utility-controlled box away from the home
2. Move near your meter
- Stay within five to fifteen feet of the meter
- Keep your phone or tablet relatively still during pairing
- Face the meter directly—heavy walls and building materials can interfere with the signal
3. Accept the accessory pairing request
Cannot login and cannot receive password reset emails
If you’re unable to log in and have not received a password reset email, it may be because there is no active Sense account associated with that email address.
In some cases, account records may be removed when a utility customer’s meter is replaced or service is transferred to a new location. If neither of these situations applies, Sense Support can help investigate further.
If you have questions about what information is shared and why, please reach out to the Sense Support team.
Once everything checks out, retry the pairing process once or a few times, as needed.
Note: For security, the setup process may restart automatically after fifteen minutes.