# Support **URL:** https://community.equiwatt.com/c/support/7.md [Latest](https://community.equiwatt.com/latest.md) · [Categories](https://community.equiwatt.com/categories.md) · [Tags](https://community.equiwatt.com/tags.md) --- ## [About the Support category](https://community.equiwatt.com/t/about-the-support-category/198)
**Author:** [@mahen](https://community.equiwatt.com/u/mahen)\ **Replies:** 0
Support requests & questions for the equiwatt community & the team. --- ## [Reconsent failed](https://community.equiwatt.com/t/reconsent-failed/731)
**Author:** [@Jeremy\_Goff](https://community.equiwatt.com/u/Jeremy_Goff)\ **Replies:** 9\ **Last updated:** [28 September 2026 11:45 UTC](https://community.equiwatt.com/t/reconsent-failed/731 "2026-09-28T11:45:27Z")
So I was asked to reconsent my Smart meter access, which I did so, expecting it to be quick and easy. I even paid to prove my identity. But the process is still incomplete, I can’t participate in events. Furthermor… --- ## [Re-consent smart meter access](https://community.equiwatt.com/t/re-consent-smart-meter-access/726)
**Author:** [@Jonathan\_Darby](https://community.equiwatt.com/u/Jonathan_Darby)\ **Replies:** 10\ **Last updated:** [28 September 2026 11:44 UTC](https://community.equiwatt.com/t/re-consent-smart-meter-access/726 "2026-09-28T11:44:42Z")
I am being asked to swipe to reconnect, which I do, apparently successfully. But the prompt to reconnect remains. I don’t know whether I have been reconnected, and the error is in the prompt, or not. Also I have … --- ## [New Smartmeter fitted](https://community.equiwatt.com/t/new-smartmeter-fitted/716)
**Author:** [@Stephen\_Argles](https://community.equiwatt.com/u/Stephen_Argles)\ **Replies:** 3\ **Last updated:** [22 September 2026 15:48 UTC](https://community.equiwatt.com/t/new-smartmeter-fitted/716 "2026-09-22T15:48:26Z")
Hi, BT have fitted a new Smartmeter and the app tells me that it cannot take half hour readings and no readings for the latest event. How do I correct this? --- ## [Streaks counter "-"](https://community.equiwatt.com/t/streaks-counter/717)
**Author:** [@Rich\_T](https://community.equiwatt.com/u/Rich_T)\ **Replies:** 2\ **Last updated:** [22 September 2026 15:46 UTC](https://community.equiwatt.com/t/streaks-counter/717 "2026-09-22T15:46:33Z")
Halfway through a recent 2hr event my Kasa plugs turned back on again, as the maximum duration is 60mins iirc (aimed at fridge users, and not spoiling contents by leaving the power off for too long) Since I can manage m… --- ## [Invalid MPXN number](https://community.equiwatt.com/t/invalid-mpxn-number/718)
**Author:** [@Rob\_Boulton](https://community.equiwatt.com/u/Rob_Boulton)\ **Replies:** 3\ **Last updated:** [29 August 2026 09:15 UTC](https://community.equiwatt.com/t/invalid-mpxn-number/718 "2026-08-29T09:15:47Z")
Hi, I’ve used equiwatt app for a number of months, I was randomly signed out one day after updating my phone and have been unable to log back into the app. I have entered my address and MPNX/MPAN number checked on both… --- ## [Loss of access to data on N3RGY portal](https://community.equiwatt.com/t/loss-of-access-to-data-on-n3rgy-portal/725)
**Author:** [@user5](https://community.equiwatt.com/u/user5)\ **Replies:** 2\ **Last updated:** [28 August 2026 10:33 UTC](https://community.equiwatt.com/t/loss-of-access-to-data-on-n3rgy-portal/725 "2026-08-28T10:33:06Z")
Hi been accessing my data on the N3RGY portal using Equiwatt since May 2026. Today I tried to access my data and got the following message. My MPAN is \*\*\*\*9909. “Data collection turned off. Please contact organisation t… --- ## [Webhook "demo trigger" not being received](https://community.equiwatt.com/t/webhook-demo-trigger-not-being-received/724)
**Author:** [@AllanLewis](https://community.equiwatt.com/u/AllanLewis)\ **Replies:** 2\ **Last updated:** [27 August 2026 21:53 UTC](https://community.equiwatt.com/t/webhook-demo-trigger-not-being-received/724 "2026-08-27T21:53:13Z")
Hi, I’m trying to set up webhooks to go to my Home Assistant instance. I’ve sent requests manually (over the internet, not from within my local network) and HA receives and processes them correctly. However, when clicki… --- ## [Poor event payout](https://community.equiwatt.com/t/poor-event-payout/722)
**Author:** [@Ash](https://community.equiwatt.com/u/Ash)\ **Replies:** 0\ **Last updated:** [10 August 2026 01:48 UTC](https://community.equiwatt.com/t/poor-event-payout/722 "2026-08-10T01:48:16Z")
Hi I’ve discharged nearly 44kWh into the grid across multiple events (with more still pending), over 3 months On one occasion I was given 20 points (pence) per kWh, but all the others have been 10p/kWh I received a 50… --- ## [N3rgy data access](https://community.equiwatt.com/t/n3rgy-data-access/719)
**Author:** [@Michael\_Spears](https://community.equiwatt.com/u/Michael_Spears)\ **Replies:** 1\ **Last updated:** [3 August 2026 14:48 UTC](https://community.equiwatt.com/t/n3rgy-data-access/719 "2026-08-03T14:48:13Z")
Just tried to download my usage data from n3rgy.com as I do every month and got message: Data collection turned off Please contact organisation that holds your consent --- ## [Sign up issue & no events showing](https://community.equiwatt.com/t/sign-up-issue-no-events-showing/714)
**Author:** [@Ash](https://community.equiwatt.com/u/Ash)\ **Replies:** 4\ **Last updated:** [18 May 2026 15:07 UTC](https://community.equiwatt.com/t/sign-up-issue-no-events-showing/714 "2026-05-18T15:07:17Z")
Hi, I signed up for the equiwatt app a couple weeks ago. I provided my details and the sign up process was successful. On the last page I accidentally pressed back, and it took me back a few steps in the sign-up proce… --- ## [Smart meter connection problem](https://community.equiwatt.com/t/smart-meter-connection-problem/706)
**Author:** [@Ninko](https://community.equiwatt.com/u/Ninko)\ **Replies:** 3\ **Last updated:** [14 April 2026 12:24 UTC](https://community.equiwatt.com/t/smart-meter-connection-problem/706 "2026-04-14T12:24:47Z")
Hi, Since connected my smart meter to you 1-2 months ago I’ve had to refresh the connection twice as it randomly stops showing readings in the Equiwatt app. Is there something wrong or is it normal for the Equiwatt to … --- ## [Kasa compatible plugs](https://community.equiwatt.com/t/kasa-compatible-plugs/705)
**Author:** [@Ninko](https://community.equiwatt.com/u/Ninko)\ **Replies:** 3\ **Last updated:** [23 February 2026 15:03 UTC](https://community.equiwatt.com/t/kasa-compatible-plugs/705 "2026-02-23T15:03:19Z")
Hi, Which Kasa models do you support? Thanks --- ## [Can't connect smart meter](https://community.equiwatt.com/t/cant-connect-smart-meter/702)
**Author:** [@Ninko](https://community.equiwatt.com/u/Ninko)\ **Replies:** 5\ **Last updated:** [30 January 2026 11:43 UTC](https://community.equiwatt.com/t/cant-connect-smart-meter/702 "2026-01-30T11:43:14Z")
Hi, When trying to connect my smart meter it says can’t find a MPAN for this address and to go back and try using your MPAN instead, but I can’t see where I would put my MPAN? Thanks --- ## [When are Loyalty Points awarded?](https://community.equiwatt.com/t/when-are-loyalty-points-awarded/668)
**Author:** [@Rowena\_S](https://community.equiwatt.com/u/Rowena_S)\ **Replies:** 3\ **Last updated:** [19 January 2026 09:55 UTC](https://community.equiwatt.com/t/when-are-loyalty-points-awarded/668 "2026-01-19T09:55:24Z")
Can anyone explain why loyalty points are awarded for participating in some events but not others? --- ## [Address not listed in App](https://community.equiwatt.com/t/address-not-listed-in-app/701)
**Author:** [@user1](https://community.equiwatt.com/u/user1)\ **Replies:** 1\ **Last updated:** [19 January 2026 09:54 UTC](https://community.equiwatt.com/t/address-not-listed-in-app/701 "2026-01-19T09:54:24Z")
Hi, Hoping someone can help with this. I’m trying to get connected up with EquiWatt to monitor energy usage. When I put my property postcode in the app my address is not listed. Checking my bill and National Grid, I can… --- ## [Cannot access community via app](https://community.equiwatt.com/t/cannot-access-community-via-app/697)
**Author:** [@MagicHorsey](https://community.equiwatt.com/u/MagicHorsey)\ **Replies:** 0\ **Last updated:** [14 January 2026 04:22 UTC](https://community.equiwatt.com/t/cannot-access-community-via-app/697 "2026-01-14T04:22:08Z")
After scrolling through the help link in the app there is an option to connect to the community. Attempting to log in is being blocked by ORB (Chrome security). Something to do with third-party scripts. shrugs --- ## [Referral link is dead](https://community.equiwatt.com/t/referral-link-is-dead/696)
**Author:** [@MagicHorsey](https://community.equiwatt.com/u/MagicHorsey)\ **Replies:** 0\ **Last updated:** [14 January 2026 04:18 UTC](https://community.equiwatt.com/t/referral-link-is-dead/696 "2026-01-14T04:18:29Z")
https://www.equiwatt.com/referral 404 --- ## [Your meter connection is expired](https://community.equiwatt.com/t/your-meter-connection-is-expired/695)
**Author:** [@Daniel\_Phillips](https://community.equiwatt.com/u/Daniel_Phillips)\ **Replies:** 0\ **Last updated:** [11 January 2026 11:06 UTC](https://community.equiwatt.com/t/your-meter-connection-is-expired/695 "2026-01-11T11:06:10Z")
Error on front page of the app all the time, and no data from smart meter. ‘ Please click here to start re-consent process to continue using equiwatt app.’ Clicking brings up a ‘reconnect’ button, which when pressed ap… --- ## [Am I still connected to Equiwatt?](https://community.equiwatt.com/t/am-i-still-connected-to-equiwatt/485)
**Author:** [@MagicHorsey](https://community.equiwatt.com/u/MagicHorsey)\ **Replies:** 14\ **Last updated:** [12 December 2025 15:52 UTC](https://community.equiwatt.com/t/am-i-still-connected-to-equiwatt/485 "2025-12-12T15:52:53Z")
According to the app I haven’t participated in equivents very much recently: And I’m a little concerned that my connected smart plugs aren’t showing the correct details (i.e. they show as offline): \ **Author:** [@Jeremy\_Goff](https://community.equiwatt.com/u/Jeremy_Goff)\ **Replies:** 5\ **Last updated:** [28 November 2025 10:01 UTC](https://community.equiwatt.com/t/superfluous-equivent-triggers/689 "2025-11-28T10:01:02Z") Is it me, or is it Equiwatt To participate in Equivents I use the the webhooks to trigger a virtual switch. Home Automation script then shuts down (mainly lighting) via smart devices. When the Equivent ends, similarly,… --- ## [You can't read my meter?](https://community.equiwatt.com/t/you-cant-read-my-meter/687)
**Author:** [@John\_Thomas](https://community.equiwatt.com/u/John_Thomas)\ **Replies:** 1\ **Last updated:** [27 November 2025 10:01 UTC](https://community.equiwatt.com/t/you-cant-read-my-meter/687 "2025-11-27T10:01:37Z")
--- ## [Smartmeter 30 minute readings](https://community.equiwatt.com/t/smartmeter-30-minute-readings/682)
**Author:** [@Jeremy\_Goff](https://community.equiwatt.com/u/Jeremy_Goff)\ **Replies:** 3\ **Last updated:** [1 October 2025 09:50 UTC](https://community.equiwatt.com/t/smartmeter-30-minute-readings/682 "2025-10-01T09:50:27Z")
In the Equiwatt App the first half hourly reading is at 01:00. I would expect it to be at 00:00, or maybe 00:30 if timed at the end of the 30 minutes. Further, the final reading yesterday is at 15:30. What happened to t… --- ## [Kasa automation not working again!](https://community.equiwatt.com/t/kasa-automation-not-working-again/550)
**Author:** [@Ninko](https://community.equiwatt.com/u/Ninko)\ **Replies:** 19\ **Last updated:** [28 July 2025 20:35 UTC](https://community.equiwatt.com/t/kasa-automation-not-working-again/550 "2025-07-28T20:35:17Z")
Hi, As per topic, kasa plugs are failing to switch off automatically again! --- ## [No smart meter data](https://community.equiwatt.com/t/no-smart-meter-data/677)
**Author:** [@Jeremy\_Goff](https://community.equiwatt.com/u/Jeremy_Goff)\ **Replies:** 5\ **Last updated:** [1 July 2025 11:48 UTC](https://community.equiwatt.com/t/no-smart-meter-data/677 "2025-07-01T11:48:11Z")
My Smart Meter shows no data in the App The last data was 2 days ago. --- ## [Kasa plugs going offline](https://community.equiwatt.com/t/kasa-plugs-going-offline/661)
**Author:** [@Ninko](https://community.equiwatt.com/u/Ninko)\ **Replies:** 9\ **Last updated:** [12 June 2025 08:45 UTC](https://community.equiwatt.com/t/kasa-plugs-going-offline/661 "2025-06-12T08:45:12Z")
Hi, Recently all of my Kasa plugs keep going offline in the equiwatt app but are fine in their own app? --- ## [Kasa plug major fault](https://community.equiwatt.com/t/kasa-plug-major-fault/582)
**Author:** [@Ganey](https://community.equiwatt.com/u/Ganey)\ **Replies:** 11\ **Last updated:** [11 March 2025 10:09 UTC](https://community.equiwatt.com/t/kasa-plug-major-fault/582 "2025-03-11T10:09:27Z")
Came downstairs this morning to a weird ticking noise, turns out the KP115 plug has failed and constantly turns on and off and flashes red, won’t reset either. I’m amazed my fridge freezer still works as this is what wa… --- ## [Webhook integration payload](https://community.equiwatt.com/t/webhook-integration-payload/544)
**Author:** [@Jeremy\_Goff](https://community.equiwatt.com/u/Jeremy_Goff)\ **Replies:** 7\ **Last updated:** [13 December 2024 15:50 UTC](https://community.equiwatt.com/t/webhook-integration-payload/544 "2024-12-13T15:50:46Z")
I’ve setup a Webhook (Equivent start) with a URL to my Smart Home App, but it doesn’t work. I suspect the payload is not required, so how do I edit or remove it? --- ## [Equivent webhook triggers](https://community.equiwatt.com/t/equivent-webhook-triggers/648)
**Author:** [@Jeremy\_Goff](https://community.equiwatt.com/u/Jeremy_Goff)\ **Replies:** 2\ **Last updated:** [11 December 2024 16:44 UTC](https://community.equiwatt.com/t/equivent-webhook-triggers/648 "2024-12-11T16:44:03Z")
I have these setup for many months, so they do work. However, today and recently the Equivent start cause my actions to shutdown devices almost 15 minutes late. Similarly, the Equivent end is also late. --- ## [Kasa KP115 Intermittently Losing Connectivity](https://community.equiwatt.com/t/kasa-kp115-intermittently-losing-connectivity/644)
**Author:** [@Richard\_Tubb](https://community.equiwatt.com/u/Richard_Tubb)\ **Replies:** 5\ **Last updated:** [3 December 2024 14:41 UTC](https://community.equiwatt.com/t/kasa-kp115-intermittently-losing-connectivity/644 "2024-12-03T14:41:38Z")
Hi, Despite previous discussions and valuable assistance from Equiwatt, my Kasa KP115 smart plugs are going offline daily. To be clear, this is not necessarily an Equiwatt issue, as these KP115 plugs lose their connect… [Next page](https://community.equiwatt.com/c/support/7.md?page=1)