Unsupported Devices and Operating Systems for Sense with Meter

Overview

To connect the Sense Home app with a Sense-enabled smart meter, your device must meet specific mobile app and operating system requirements. If you use an unsupported operating system or a device that lacks access to official app stores, you will be unable to pair with your meter, complete initial setup, or receive updates.

This guide details unsupported devices, operating systems, incompatibility symptoms, and recommended next steps for customers with Sense-enabled smart meters.

Supported platforms

Your device must meet minimum OS requirements and run the latest Sense Home app version.

Where can I find the latest requirements?

Check the Sense Home app listing in the Apple App Store or Google Play. Requirements can change with each app update, and the store listing always shows the current supported OS versions and devices.

Perform setup from a mobile phone or tablet within 15 feet of your meter to allow direct pairing (Help With Meter Pairing).

Unsupported devices and operating systems

The Sense with Meter app is not supported on the following platforms and configurations:

What happens on an unsupported device

Unsupported devices may experience:

• App missing from store searches or marked incompatible.
• Outdated app installed that fails meter setup.
• Repeated update prompts with no compatible version available.
• App crashes, launch failures, or missing UI elements.
• Meter pairing stalls or fails during setup.

These errors stem from device incompatibility, not your meter or account. Switching to a supported device resolves them.

Troubleshooting and Recommendations

If your device is unsupported or unable to pair with your smart meter, review the following steps and recommendations:

1. Verify Operating System Compatibility: Ensure your phone or tablet is running the most up-to-date App version. 

2. Use an Alternate Device for Onboarding: If your primary device is incompatible or experiencing pairing issues, try completing the initial onboarding and meter setup using a supported phone or tablet borrowed from a family member, friend, or neighbor. Once onboarding is complete, you can log in to your account from any supported device.

3. Proximity During Setup: Stay within 5–15 feet of the meter during pairing to ensure a strong, direct connection.

4. Network Requirements: Connect to a dedicated, password-protected 2.4GHz Wi-Fi network. Disable VPNs, cellular hotspots, and airplane mode before setup.

•      iPhone / iPad: Go to Settings → General → About and look at the iOS or iPadOS version.

•      Android: Go to Settings → About phone (or About tablet) and look at the Android version.

If your version is below the minimum

1.     Check for an update.

• iPhone / iPad: Settings → General → Software Update
• Android: Settings → System → System Update

2. Install system updates, then update the Sense Home app.

3. If updates are unavailable, switch to a supported device. You can log into your Sense account on multiple supported devices.

If you're setting up for the first time

Use a supported phone/tablet connected to your home Wi-Fi and stay within 5–15 feet of the meter. Disable VPNs, hotspots, and airplane mode before setup (Help With Meter Pairing).

FAQ

Can I use a web browser instead of the app? Once you’ve completed setup, yes., While the Sense web app is a powerful tool for monitoring your home's energy usage on any browser, the initial setup of your Sense-enabled smart meter must be completed using the Sense Home app on a supported mobile device. The mobile app is required for the one-time onboarding process as it uses your phone's Bluetooth and Wi-Fi capabilities to securely connect the meter to your home network. Once this setup is complete, you can log in and use the Sense web app for all your monitoring needs moving forward.

Are Sense or your utility responsible for connecting an older phone? No. If your device is incompatible, you can complete onboarding using a family member or friend's supported device. Once setup is complete, remember to log out of the Sense Home app and uninstall it from their phone. Afterwards, you can access your account anytime by logging into the Sense web app.

My app worked previously. Why did it stop? Sense requires current OS versions for security and functionality. Devices unable to run iOS 17 or Android 10 will lose updates or support.

Does an unsupported device affect my electric meter or utility bill? No. Your meter continues recording and reporting energy usage normally. Only mobile app access is affected.

Can I use a mobile hotspot or open Wi-Fi network? No. Sense requires a password-protected Wi-Fi network. Open networks are not supported. Mobile hotspots are also officially unsupported due to variable settings and model performance, though certain models may still function (Can I Use the Sense Home App With My Smart Meter?).

Still need assistance? Contact Support at help.sense.com with your device model, OS version, and Sense Home app version.