FAQs

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)

Meter Number 77502962
Security Code 0725

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

Meter Number 15108860
Security Code 1734

Meter Number 68705494
Security Code 7959

Meter Number 52280737
Security Code 1348

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 £16.56 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 £25.08 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 £29.40 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 £42.84 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.

Smart meters measure energy flow in two directions, shown as Forward and Reverse on MeterOnline.

On the meters themselves, the displays are labelled in two ways depending on the model and settings…

1.8.0 or IMPORT – this is the default display on the meter and shown by default as Forward on MeterOnline

2.8.0 or EXPORT – viewed by pressing a button on the meter and shown by default as Reverse on MeterOnline

If it is more important to see the Reverse reading on MeterOnline as the main view, you can simply click on the meter number and use Meter Settings – Swap Forward and Reverse to change the remote view. This does not have any effect on the meter; it just changes over Forward and Reverse on MeterOnline.

Also see – In which direction should meters be wired?

Smart Meters measure in two directions and what the meter shows depends on how it is wired up.

The meter displays are labelled as…

1.8.0 or IMPORT = Forward on MeterOnline – default
2.8.0 or EXPORT = Reverse on MeterOnline – via button press

The choice of wiring often relates to what the default display on the meter is required to show.

For example, if a site with a meter is subject to an inspection, where a photo of the meter would be taken and the inspector would not be expected to press any buttons on the meter, it is important that the default display is the one required.

The common setups are…

Most Solar PV Generation Meters
1.8.0 or IMPORT = GENERATION = Forward (Meter reverse wired – SUPPLY side to inverter, LOAD side to mains)

Meters measuring an Electricity Supply
1.8.0 or IMPORT = CONSUMPTION = Forward

Most Export Meters
2.8.0 or EXPORT = EXPORT = Reverse (Option to use Forward/Reverse Swap on MeterOnline if required to show as Forward)

Many Wind Turbines
2.8.0 or EXPORT = GENERATION = Reverse (Option to use Forward/Reverse Swap on MeterOnline if required to show as Forward)

Please refer to the relevant datasheet and manual for the specific model of meter for further guidance.

Also see: What is the meaning of the Forward and Reverse readings shown on MeterOnline?

To answer this question, two meters will be needed.

For example, if there was a Solar PV system installed, a Generation meter would need to be fitted in the circuit that connects the system to the consumer unit/distribution board.

A second meter would also be needed to measure the Export from the building. This would be fitted adjacent to the main supply meter and would usually be a CT (current transformer) operated meter, measuring on the incoming supply circuit.

The energy used within the building could then be calculated from Generation minus Export.

This calculation can be done automatically on MeterOnline by selecting: Add Calculation Meter and entering the details of the required calculation.

(Note that where there is battery storage on site which allows the battery to be charged from the renewable generation and also from the grid, the calculation is more complicated. Contact support@metermanager.co.uk for assistance if required).

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.

If you need the HH values in kWh, there is a switch in the individual meter meter view – click on the Meter Number – READINGS – and use the kW-kWh switch on the Half Hour Data table.

Changing this switch sets the HH tables and graphs to the new default setting for all meters on the account.

When a meter reads regularly but the value is not increasing as expected, it is very unlikely to be a fault with the meter itself.

Common reasons:

For Solar PV Systems, there is no generation because…

• It is mid-winter with heavy cloud cover, or the panels are covered in thick snow.
• An isolator is switched off e.g., if the DC isolator is off, the meter and inverter will have power but there will be no generation.
• There is a fault with one of the following: Inverter, Wiring (particularly outdoor), Panels, Isolators. (From most to least common).

For Wind Turbines and other generators, there is no generation because…

• There has been no wind or other source of generation for over 24 hours.
• There is a fault with the equipment causing a lack of generation, but there is power to the meter which is still reading.

For meters measuring consumption of electricity (e.g., for commercial/industrial premises), there is no increase because…

• The premises are presently unoccupied, and no electricity is being used.
• Some change has been made to the wiring in the building so that electricity is no longer flowing through the meter.

For Water, Gas and Heat Meters, there is no increase because…

• There is no flow through the meter and there is no usage, perhaps because the premises are presently unoccupied.
• There is a fault – check if the display on the connected meter is increasing on-site. Also contact MeterOnline Support (support@metermanager.co.uk) for tests and advice.

In the case of a newly installed meter added to MeterOnline:

• Clicking on the meter number on MeterOnline will show the progress of activation.
• Once the SIM shows as Active, clicking on Read Meter allows a test reading to be taken.
• The SIM card can take up to 5 working days to become active (but this is often much quicker, typically within the hour).
• Meters on the Daily+HH service may take a further 48 hrs before HH data is accumulated and automatic readings can begin.

In the case of a meter that was working normally but has stopped reading:

• Try clicking on the meter number and then use Read Meter to obtain a reading. If this works, it indicates that a temporary fault has cleared.

The main reasons for loss of communications are:

• No power to the meter because a circuit breaker is off (wait a few days to confirm – your electrician will need to visit site to determine the fault).
• Temporary mobile network fault (should usually clear within a few days – mobile operators’ websites may show faults in progress – most meters work on any available network).
• Low signal (usually resulting in repeated missed readings – check signal display on meter – may require high gain aerial or upgrade to LTE-4G).
• Loss of 2G connectivity because of the 2G Sunset and network upgrades (older 2G meters only – permanent fault – LTE-4G upgrade required).

If faults persist or repeat, please contact support@metermanager.co.uk for assistance.

To download historical data, when logged into your MeterOnline account…

Click on the meter serial number, go to Readings then Date Filter. Enter the ‘from’ and ‘to’ dates for the required period, then Update Filter. Once the readings table has loaded, click Download, CSV.

(For meters on a Daily+HH service, the same is true for the Half Hour Data table).

If historical data is required for an old meter which has been replaced, please contact us.

An Individual Meter Customer Access Code can be set up in order to allow someone to view a single meter…

When logged into your MeterOnline account, click on the meter serial number, then go to Meter Settings on the blue bar, enter an Individual Meter Customer Access Code (max. 15 characters) and click save.

Log in using…

Username: ‘meter serial number’
Password: ‘individual meter customer access code’