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FAQs

Our most frequently asked questions by customers before and after they join us. If you can't find the answer you're looking for, you can ask a quesiton using the form at the bottom of this page

First of all you need a Meter Number and a Security Code – then you can Click on REGISTER to start the process. Follow through the process which will ask you for the meter number, security code and your details to set up a new MeterOnline account.

You only need to do this once, if you have more than one meter to register, once you have registered, log in to your account and use “Add Meter” to add extra meters. We can also help to bulk-add larger quantities of meters on request.

The Meter Number is the serial number of the meter, it is usually near a barcode and often has 8 or 10 digits.

The Security Code is usually 4 digits long and shown on the MeterOnline sticker.

Meter Number 1929346789
Security Code 2985
(Location Office 8)

Where do I find the Meter Number and Security Code1

Meter Number 19066425
Security Code 3911
(Location Office 1-6)

Where do I find the Meter Number and Security Code2

Meter Number 15108860
Security Code 1734

Where do I find the Meter Number and Security Code3

Meter Number 68705494
Security Code 7959

Where do I find the Meter Number and Security Code4

Meter Number 52280737
Security Code 1348

Where do I find the Meter Number and Security Code5

It may be for one of the following reasons….

The meter has already been registered, it can only be registered once. Meters are often registered when they are installed, so if you find an older meter already installed it may have been registered by a previous owner, a landlord or free-solar company – please contact us with the meter details and a photo if possible.

If you are re-registering a meter that has been cancelled and then is being added to MeterOnline again, we will need to assist – please contact us with the meter details and a photo if possible.

There is a mistake in the numbers typed in, the two numbers are a check on each other to avoid accidentally registering the wrong meter.

There are spaces or other characters before the meter number – type in the numbers without spaces or the “EML” found on some meter numbers.

Location details are a label for the meter when it is on MeterOnline, typical examples would be…

12 Douglas Avenue BL9 3RQ
Office 65
Ramsfield Farm Turbine 1
North Car Park EV Charging

… if you need to change what is shown later, log into your account, click the meter number and then “Location Details” to edit.

If you are not given the option to select a service this will be because the meter has been purchased with a pre-paid MeterOnline subscription included.

When the selection is offered, the available services and standard prices are as follows…

Monthly Reads £14.00 per meter, per year
Readings taken on the 1st of the month – this service is generally used for creating monthly bills, it is not really suitable for Renewables Generation metering because of the possibility that a fault alert will not be sent for up to 2 months after the fault occurred and also the reading date may not be within the submission window for a FIT claim.

Weekly Reads £20.40 per meter, per year
Readings taken once per week on a Monday, often used where an alert within two weeks is acceptable. Not suitable for billing purposes because it is not linked to a fixed month and date.

Daily Reads £23.88 per meter, per year
Readings taken once per day, this is the most commonly used service and often specified by renewables investors and multi-site generators to ensure faults are dealt with promptly and extensive data is always available.

Daily Reads with half hour profile £34.80 per meter, per year
Readings taken once per day with Half Hour profile, commonly used on systems generating over 30kW, as OFGEM recommendations specify. Also used for energy management purposes to determine the time of energy use.

All standard prices shown are +VAT and including all SIM charges.

If you need to change the service level after it has been selected please contact us for assistance.

To add more meters, log in and click “Add Meter” then enter the Meter Number, Security Code and Location details.

If you need to add a large quantity of meters contact us and we can assist by adding them in bulk. Generally speaking we will need a spreadsheet of serial numbers and locations and we can also assist in producing this information by obtaining a list of meter numbers obtained from the supplier of the meters.

Options include adding the meters initially without location details so they are ready to work when installed and you can add the addresses as the process goes along and you receive information from the installer.

Yes – it is best to add new meters to MeterOnline as soon as they are received by the installer and ideally up to 5 working days before they are fitted. This makes sure the SIM card is active and allows a test reading to be taken via MeterOnline while the installer is on site to prove communications are OK.

If you are not certain which meter will be at which location, it is OK to add them to your account anyway, just use something like “to be updated” for the Location, then correct it later via “Location Details” once you have the information.

If the meter is added after installation it will still work when the SIM becomes active, but if for example an aerial was accidentally not fitted, the installer would need to return to site once the problem was discovered, rather than being able find and fix the fault straight away.

For volume users, installer logins are available on request which allow installers to quickly test meters via their phone.

The SIM is now being activated by the network operator, this can take up to 5 working days, but is typically sooner, no action is required.

However after 5 working days has elapsed if Awaiting Activation is still shown, please contact us so we can investigate why the activation has not been completed.

Unless the contract for a particular MeterOnline account has been negotiated and signed for a specific number of years the following applies.

The standard contract term is 12 months, after which time the contract automatically rolls over into the next 12 months if it is not cancelled before the renewal date.

The contract applies individually to each meter, the renewal date for each meter is shown if you click on the meter number or generate a Meter Details report via the Reports section.

See the full contract terms and conditions here.

The subscription can be paid when logged in to your MeterOnline account by…

Debit or Credit Card
Paypal
BACS
Cheque

All payment methods create a VAT invoice, which can be viewed, downloaded and paid via “Pay/Check Invoices”.

First of all before paying… Check that your details shown in “Account Details” are up to date, the account name, account holder (company) name and address will appear on your invoice.

Select “Pay for MeterOnline Service” – You then have the following options…

For all payments the first part of the process asks if you would like to subscribe for one or more years and gives the opportunity to enter an optional customer order reference number, this is your order number if you have one.

  • Pay All Now
    This starts the payment process for Card or Paypal, after confirming you will be forwarded to Sagepay who handle our secure payments. Once the transaction is successful the status of all meters will immediately be updated to paid and a paid invoice can be downloaded via “Pay/Check Invoices”.
  • Pay Selected Now
    If you are paying for only certain meters at this point in time, make the selections in the list, then the process works the same as “Pay All Now”.
  • Make Invoice for All
    This option if when you just need to generate the invoice first of all, this could be because you intend to pay by BACS or Cheque or because you need to see the total amount first in order to have the payment approved and create an order number. The invoice downloads immediately and can also be seen via “Pay/Check Invoices”. The invoice shows our bank details needed for the payment. Initially the invoice will be in the Unpaid status and will only change to Paid status when our Accounts department have reconciled the incoming payment after it has reached the bank, this process can take up to 5 working days from us receiving the funds.
  • Make Invoice for Selected
    If you are making an invoice for only certain meters at this point in time, make the selections in the list, then the process works the same as “Make Invoice for All”.
  • Cancel Selected
    Cancels any selected meters from the account altogether if they are no longer required, no further payment for these meters is then needed.

When making the invoice the order number can be added as it is being generated.

Also your order number can also be added later – click on “Pay/Check Invoices” then the invoice number, a copy of the invoice is shown which allows your order number to be added, it can then be re-printed with the Print button.

Once you have created an invoice you can’t use “Pay for MeterOnline Service” to pay.

Click on “Pay/Check Invoices” instead, then the invoice number you wish to pay – a copy of the invoice is shown.

  • To pay by Card or Paypal click the Pay button on the invoice.
  • To pay by another method use the Print button on the invoice, all our address and bank details are shown to allow you to make the payment.

For security reasons…

  • There are no links in the email.
  • There is no reference to your login or account – you must check each account you have – however if you are a master account holder you need only check your master account.

The report comes from a no-reply mailbox and looks something like this below with instructions regarding what action to take…

Your MeterOnline subscription is now due for payment.

Your action is now required to prevent the eventual suspension of meter readings.
Please log in to your MeterOnline account and select “Pay for MeterOnline Service” to make or pay an invoice, or make an immediate secure Sagepay payment by card or Paypal.
Where you have already created an invoice, use “Pay/Check Invoices” to pay or print an invoice already made. Our bank details are shown in the invoice.
Payments by card or Paypal will register as Paid immediately, for subscribers where payment on account is permitted, the payment status will not change to Paid until the payment is received.
Any subscriptions not required may be Cancelled via “Pay for MeterOnline Service” to avoid automatic renewal and further email reminders.
Thanks in anticipation of your subscription.

Meter Manager – MeterOnline

Yes if you contact us we can consolidate the renewal date to a financially correct average date for all your annual subscriptions.

This takes into consideration any meters in credit and any that are due, so there is no additional cost incurred.

If you have generated any invoices that are in the process of payment we will need to wait until these show paid before the consolidation can be applied.

Reverse and Forward are two general purpose terms describing the direction energy flow through a meter which measures energy in two directions. They are used on MeterOnline to avoid confusion between Import and Export, particularly in the case of generation meters.

Note that there is a facility on MeterOnline to swap the main display between Forward and Reverse to show the item that is of primary interest, this is found in “Meter Settings” after clicking on a particular meter number, the following description assumes that this swap has not been done and the main display is the default which is “Forward”.

In terms of the meter…
Forward is defined as the Active Energy Import accumulated total in kWh (Obis code 1.8.0, Register A+ Import Total)
Reverse is defined as the Active Energy Export accumulated total in kWh (Obis code 2.8.0, Register A- Export Total)

For Generation meters – in the most common wiring configuration…

Forward = Generation kWh (Obis code 1.8.0, Register A+ Import Total)
Reverse = Parasitic Load [e.g. energy used by the inverter] (Obis code 2.8.0, Register A- Export Total)

For Export meters – in the most common wiring configuration…

Forward = Export kWh ((Obis code 1.8.0, Register A+ Import Total)
Reverse = Import kWh e.g. energy supplied into a building (Obis code 2.8.0, Register A- Export Total)

Note that meters are not always wired in the most common configurations shown above, in which case the Forward and Reverse are swapped.

Hence the use of “Forward” and “Reverse” to avoid confusion caused by the additional meanings of “Import” and “Export”.

Regarding gaps in the HH data, meter readings are taken via a mobile phone network connection and carried over a secure private network. However from time to time there may be a loss of communications and meter readings on a particular day can be missed, this can be due to the mobile phone network, our systems, or power interruptions on site. Normally for a meter with a good signal, these events should be limited to a small number (less than 12) per year. The result of the interruption is that there may be a gap in the half hour kW profile data and the meter reading on a particular day may not be present.

However the main point to note is that once communications resume the daily kWh values shown will be correct and there will be no loss of kWh from the overall total, which is the value that is used for all financial purposes and would be seen on the meter’s display during an inspection on site.

The HH kW data is really intended for visualisation of the profile and checking daily peaks and should not be integrated produce kWh values over long time periods. The day to day kWh totals should be used instead in this case.

On Meteronline the HH data is shown as kW (half hour demand/export), this allows easy visualisation of the results e.g. a 50kW system peaks at 50kW.

To convert the kW values to kWh you must multiply by the integration period, therefore kWh = kW X 0.5 hours. This accounts to for the factor of two difference.

One point to bear in mind is that the kW values can have gaps if there is a temporary loss of communications due to a mobile network fault or power outage, so for all long term and financial calculations always use the day to day kWh values which will always be correct.