If you’re setting up the Sense Home app with your Sense-enabled smart meter and the connection process seems to be taking longer than expected—don’t worry. This can be completely normal, and there's usually no problem.
Here’s what’s happening and what to expect.
What’s Going On?
Before the Sense Home app can begin showing your home’s energy usage, your meter needs to:
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Connect securely to your home’s Wi-Fi
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Establish a stable link to the Sense cloud platform
This process can sometimes take longer than expected, especially when your meter is communicating over a slower or congested network.
Why the Delay?
Smart meters send setup data over a slower channel than your home Wi-Fi, which can delay communication. While this often takes just a few minutes, it may take longer under certain conditions—such as high network traffic or signal fluctuations.
What Should You Do?
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Give it time: It can take up to a few hours for everything to sync properly
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Enable notifications in the Sense app—you’ll get a message when your system is ready
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Or check back manually in the app if notifications are disabled
⚠️ After 3 Hours…
If your meter hasn’t finished connecting after three hours:
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You’ll see an error message in the app
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Tap the button in the message to retry the connection
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If it still doesn’t work, contact Sense Support for help—we’re here for you
We know delays can be frustrating, but in most cases, your system will come online soon. Thanks for your patience while we get everything connected!
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As you proceed through the initial setup of the Sense Home app on your Sense-enabled meter and encounter this message, you may wonder why there may be such a long wait. There is likely no problem, but here are some answers to questions you may have:
What is happening?
The meter needs to be linked to your network before Sense can start to display information about your home’s electricity use. This may require additional time for your meter to establish a stable network connection.
Why is it taking so long?
To start displaying data in the Sense Home app, a meter has to send a signal over a network that is slower than the Wi-Fi in your home. While this usually takes a few minutes, it sometimes takes longer.
What should you do?
Give the process a few hours. If you’ve turned on notifications, we will notify you when Sense is ready. If you haven’t enabled notifications, feel free to return to the app periodically to check the status.
After three (3) hours, Sense will display an error if the meter is still not linked to your account. Tap the button on the error message to connect Sense again.
After attempting to reconnect, if you still can’t access the app, please reach out to the Sense Support team.