This is a collection of frequently asked questions and answers related to Eliq's White-label apps.
General
How do I get started using the app?
Download the app from either Google Playstore or Apple Appstore.
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Fill in your email address to get an activation link send to you ( it is valid for magic link approach)
2.a If you are using the email address and password to login the app please enter them correctly then you are in the app ! -
Open the link sent to your email address on the same mobile device you want to log in from. This activates your account and link it to your mobile device.
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Open the app from the same mobile device.
The next time you open the app on the same mobile device, it'll remember you and log you in automatically.
How do I get a new log-in verification link?
If your verification link has expired or you’ve not received it, then you can request a new one by clicking 'Having trouble logging in?' and then pressing 'Send email again'.
How do I update my account details?
You see update your email address and your contact number in the app in the 'Account' section. It's currently not possible to amend your personal details through the app, however if you email us (the client) with what you want to add or change, then we can update it for you.
- There are 2 ways to contact to utility. Please send the email to customerservice@utilityXYZ.com from the email linked with your customer account to make it easier for us to verify your identity.
- Contact the Utility using the contact details that are available in the app. There could be a chat or other instructions in the app
What if I am having other issues with the app?
There are 2 ways to contact to utility
1- If you're having issues with the app, please email us from the mail address tied to your account with us on customerservice@utilityXYZ.com.
2- There could be details in the app to get in touch with support.
If there are issues logging in then there are details on the login screen to email or call support.
Bills
How do I view my bill and get a good understanding of my balance?
Press on 'Bills' in the menu at the bottom of the app to see all your bills until today.
To gain a deeper understanding of your bills, press on 'Insights' in the menu at the bottom in the app. Here you can see how your consumption varied daily, monthly or yearly. You can also see your forecasted consumption, how your consumption compares with others, and what things in your home consume most of your energy.
Notifications
If a user has disabled notifications will these notification still live inside of the app? (but not show on your phone screen)
Yes.
How long are notifications stored for?
Forever.
PV
What does “to grid” , “from grid” and “self-sufficient “ mean?
From grid means that part of the electricity consumed that is bigger than the amount produced by the user’s own solar panels. This electricity is coming from the grid (Import) and the user needs to pay for it.
To grid means that part of the electricity produced that is bigger than the amount needed to cover self consumption. This surplus of electricity is usually going to the grid (Export). In some cases the user is selling this surplus electricity to the utility.
Self-sufficient shows the % for how much of the electricity that the user consumed over the selected period was covered by their own solar panels.
How is to and from grid calculated?
No calculations are done by Eliq. We are using import and export timeseries data we fetch from the api.
Import -> from the grid,
Export -> to the grid.
We do not play with the data, we show it in insight graphs directly what we get from you ( the client), though, we are ignoring negative values as its not supported in the app nor our analytics.
What exactly do you take into account when calculation % self-sufficiency (quantity, time or mix of both)?
It’s comparing the export with the import of the given period of time. A home is deemed to be self-sufficient when there is no import. Since import/export happens quite often, every 15 minutes this can change due to energy usage, temporary cloud coverage and more we summarize the import and the export for the day/month/year and calculate the difference between Import and Export.
Consumption Data
How is the transformation made from kWh to €?
We do a “Cost Calculation” which is specific for each Client and for each location based on input from tariffs and more.
How is % of energy calculated at home screen?
It shows how much more or less has been consumed in this month compared to previous month in %. Always compare the same periods, so if there is data for 1-15 January as the current month, compare that value to 1-15 December.