Why Can’t I Connect My Sense Home Account to My Sense System?

1️⃣ Your email is already linked to an existing Sense Home account.

• Sense Home allows only one account per email address.
• To reuse an email, you must first log out of the Sense account currently using it, and then reset and delete that account from the Sense Home app. Only then will you be able to use your email in another account context.

2️⃣ Your Sense system is linked to a different email.

• If you moved into a home with a Sense-enabled smart meter, the previous owner may still have an active account. If so, contact your new electricity provider and ask them to reset the account as it creates a new account for you.
• If you are trying to connect a Sense Energy monitor and cannot connect, contact Sense Support. The monitor may still be linked to the previous owner.

📍 Moving to a New Address?

• If you want to keep your data, download it to a spreadsheet before you disconnect your Sense system or your Wi-Fi connection (Can I Download My Sense Data?).
• Whether you keep your old data or not, you must delete that old data before setting up Sense in a new home. Since device detection is specific to each home’s electrical environment, it’s essential that you start fresh. Your experience will not be satisfactory or reliable if you don’t start over.
• Learn more:
  • Resetting Your Sense Data
  • Moving? Here’s What to Do with Your Sense System

📍 Using a Sense-Enabled Smart Meter?

• Your electricity provider should reset your meter when setting up your new account. Contact them to confirm this process or ask about its timing.

📍 Using a Sense Home Energy Monitor?

• You must perform a factory reset before uninstalling or disconnecting your Sense Energy monitor from Wi-Fi:
  • Go to Settings > System > Factory Reset
  • Download your data first if you want to keep it (Can I Download My Sense Data?).
  • If you have already disconnected / uninstalled and the account is still enabled, contact support Sense Support for assistance.

📍 Want to Create a Second (additional) Sense Account?

• Multiple accounts that operate at the same time is not an option that Sense supports, so accounts must be treated as completely separate. You can do this if you use a different email address and connect to a separate Sense system (monitor or meter).
• In certain email contexts, though not all, you can use plus addressing to expand your email address for use in a separate context like this, but please research your email app’s rules on that.

📍 No Longer Have Access to Your Sense System?

• Contact Sense Support for help in deleting the old account and its data.

If your email isn’t already in use, but you still can’t connect through a Sense-enabled smart meter or Sense Energy Monitor, reach out to Sense Support for assistance.

For more troubleshooting, visit the Sense Help Center.