Most common issue · Inherited system

No monitoring access on your inherited solar system

Q: How long does it take to get monitoring access as a new homeowner?

Response times vary significantly by manufacturer. GivEnergy typically respond within 2–5 working days. Sunsynk UK support can take up to 10 working days. SolarEdge homeowner transfers are usually processed within 3–5 working days via their portal. Growatt varies — sometimes same day via ShineServer, sometimes longer. If you have not heard back within two weeks, follow up directly and consider escalating to a distributor if the manufacturer is unresponsive.

Q: What documents do I need to transfer solar monitoring access?

Manufacturers typically accept one or more of: a solicitor's completion letter, a Land Registry title register extract (available from HMLR for a small fee), a Council Tax bill in your name at the property address, or a mortgage completion statement. The inverter serial number is always required. Some manufacturers also accept a signed letter from the selling solicitor. Check with your specific manufacturer — requirements vary.

Q: The monitoring shows data but it's all from the previous owner — what do I do?

If you can access the portal under the previous owner's credentials (because they shared the login), you can view live and historic data but you are using their account. This is not a long-term solution — the account is registered to them and they can revoke access at any time. Contact the manufacturer to request a formal account transfer so the system is registered in your name. You can continue using the existing login in the interim.

Q: My inverter is offline and the previous owner's Wi-Fi no longer exists — how do I reconnect it?

You need to update the inverter's Wi-Fi settings to connect to your broadband network. The process varies by brand. On most systems, you connect to the inverter's own Wi-Fi hotspot (using your phone), access a configuration page, and enter your new Wi-Fi credentials. GivEnergy use a dedicated setup app. Sunsynk use the Sunsynk app or a web browser connected to the inverter hotspot. Once reconnected to your broadband, the inverter will re-establish the portal connection and data should appear within a few minutes.

Your system shows 'offline', you don't have a login, or the previous owner's account is still registered — this is the most common issue new homeowners face with inherited solar. It's fixable without the previous owner's involvement.

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'Offline' does not mean broken
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All major UK brands covered

What 'offline' actually means

The monitoring portal shows 'offline' when the inverter loses its internet connection — not when it stops generating. Your panels almost certainly continue to generate electricity normally. 'Offline' is a data connectivity issue, not a power generation fault.

5.0

13 Trustpilot reviews

Trustpilot Google

I have a GivEnergy system consisting of two batteries, two inverters and a controlling EMS (Energy Management System) which has not worked since Nov 2025. After six months I discovered Solar Tech Support, reached out to them and Ron phoned me back – how often do you get that service? Could not be more helpful – worked directly with me over the phone, outside what I would call normal working hours. Lucid explanations and we were able to discuss the issues and history using camera and email history. As this was a very rare setup, Ron was able to access an EMS expert in the field to confirm the solution. One sunny day in, I am now only paying for standing charge and a few pence for spikes in grid consumption while battery catches up with house demand.

Ian · May 2026 Trustpilot

When my GivEnergy system had an issue, I was completely left without support and had honestly lost all hope. Thankfully, I searched online and found Ron, which completely turned things around. After sending him a message, he responded incredibly fast and called me to assure me that he would get the problem fixed. I really admire his dedicated, supportive nature and his determination to find a solution. With this kind of outstanding attitude and customer service, he has absolutely secured a future customer in me.

Sree · May 2026 Trustpilot

Ron want out of is way to help, nothing was to much. He was very thorough in what he did Very knowledgeable I would highly recommend Ron and his company He did a fantastic job for me. if you have any problems, he'll do his best to help you out and resolve your problem. I wouldn't hesitate to recommend them

Dennis Brown · May 2026 Trustpilot

Ron took me through a diagnostic to confirm my GivEnergy Inverter had a fault. A common one as it turns out with the AC Inverter. As GivEnergy is defunct there is no immediate fix, aside from sourcing 2nd hand replacement. It may be that a fix becomes available over the summer which would make a lot of GivEnergy customers happy (Again)

Tony Deacon · May 2026 Trustpilot

Contacted Ron with a problem and he sorted it out quickly with no problems at all. Very knowledgeable on anything solar/ batteries. I would recommend him to anyone

Phill · May 2026 Trustpilot

I've spoken to Ron a couple of times with issues with my Givenergy installation. Such a friendly knowledge guy very highly recommended. Thank you very much for resolving my issues

michael fairhurst · May 2026 Trustpilot

Contacted Solar Tech Support in desperation. After explaining the issues I had with my system a diagnosis was made and a solution proposed. Fantastic service, even contacted a manufacturer to arrange replacement parts for me. Great communications, explained all they were doing and what I had to do, clearly and precisly. Followed up to confirm all was ok. Excellent service.

Mr Machin · May 2026 Trustpilot

After GivEnergy went into liquidation, just my luck, my battery started playing up (internal board crashed). Contacted my installer - not interested! Found Solar tech support on a Google search. Sooo glad I found this company! Ron is extremely helpful and has plenty of experience. He soon confirmed what the fault was, and helped me to get my system up and running again. Now moved my GivEnergy account to Solar tech support, and will definitely use again if I have more issues. Unusual to find such a helpful company in these times, no morons reading scripts, just direct contact with the engineer.

Keith Ballard · Apr 2026 Trustpilot

Contacted Solar Tech Support when trying to understand what my Givenergy inverter problem might be and what might be my options. Received good/honest advise which backed up my thoughts.

Hugh Speirs · Apr 2026 Trustpilot

Ron is a super star. Two months ago my GivEnergy battery failed a firmware upgrade leaving it a brick. My installer couldn't/wouldn't fix it. GivEnergy couldn't/wouldn't fix it. Then they went into administration and all hope was lost. A flurry of emails later and Ron had diagnosed the fault (failed USB flash drive, something I'd suspected) and talked me through resolving it. Two months of nothing resolved in about 3 hours. It's great to work with someone who pays attention to the details, knows that they're doing (not just following a script) and gets stuff sorted without a fuss or up-charging.

Christopher · Apr 2026 Trustpilot

I can add to the list of customers who had already 'given up' on GivEnergy due to their appalling customer service, and that was before they went into administration (their Trustpilot reviews don't lie!). So you can imagine my desperation when, having changed my ISP and my Inverter, predictably, proving to be the only device that didn't connect automatically to my new network, I found zero prospect of any customer support with GivEnergy having called in the administrators just five days earlier! The salvation came from Solar Tech Support. My IT advisor stumbled across their web site and some very helpful tips for beleaguered GivEnergy customers, as well as an offer to provide direct assistance. Nothing ventured, I decided to drop them an E-Mail, with very low expectations based on my experience of GivEnergy customer support. Within an hour Ron had responded with some pin point advice, and after a few exchanges of E-Mails he had nailed the problem, enabling the combined efforts of my IT advisor and solar installer to resolve it and reconnect my Inverter. Thank you Solar Tech Support, and Ron in particular, for coming to the aid of a deserted and despondent GivEnergy customer. Expert, razor sharp advice and first class customer service, even though I wasn't officially a customer.

customer · Apr 2026 Trustpilot

This company are a rare gem, I had a very unusual problem following a failed firmware upgrade on my GivEnergy kit. I then found out GivEnergy were in administration and had dismissed all their support staff! None of the usual fixes to try and restore my inverter comms would work, and I looked everywhere, forums, GivEnergy youtube support videos - even AI couldn't figure it out. My installer was talking about huge sums for system replacements, and being vague / evasive about if they'd even install replacement GivEnergy inverter. Enter Solar Tech Support, reassuring and knowledgeable from the very start, I've learnt loads about my solar system though the friendly chat while my engineer worked as he diagnosed the problem and figured out a fix procedure that I've not found anywhere else - amazing . If you need solar system repairs - especially if you like me have been left high and dry by GivEnergy, I cannot recommend this company enough. Give them a call.

Andy Thomas · Apr 2026 Trustpilot

I sent a message on their website regarding a problem I have on my Givenergy system. Although not supplied by Ronald, I thought it was worth an email. Within the hour on a Saturday, he phoned and we discussed the problem. He logged in remotely and gave excellent advice. I'm too far away for his on-site help but he did diagnose the problem and was happy also to chat through my thoughts about an upcoming solar/battery install I'm planning. Great bloke.... if only he was nearer!

Philip · Apr 2026 Trustpilot

Ian · May 2026 Trustpilot

Sree · May 2026 Trustpilot

Dennis Brown · May 2026 Trustpilot

Tony Deacon · May 2026 Trustpilot

Contacted Ron with a problem and he sorted it out quickly with no problems at all. Very knowledgeable on anything solar/ batteries. I would recommend him to anyone

Phill · May 2026 Trustpilot

I've spoken to Ron a couple of times with issues with my Givenergy installation. Such a friendly knowledge guy very highly recommended. Thank you very much for resolving my issues

michael fairhurst · May 2026 Trustpilot

Mr Machin · May 2026 Trustpilot

Keith Ballard · Apr 2026 Trustpilot

Contacted Solar Tech Support when trying to understand what my Givenergy inverter problem might be and what might be my options. Received good/honest advise which backed up my thoughts.

Hugh Speirs · Apr 2026 Trustpilot

Christopher · Apr 2026 Trustpilot

customer · Apr 2026 Trustpilot

Andy Thomas · Apr 2026 Trustpilot

Philip · Apr 2026 Trustpilot

Why new homeowners lose monitoring access

These are the three things that happen to monitoring when a property changes hands.

Account registered to previous owner

The monitoring portal account is still registered to the previous owner's email address. You cannot log in, cannot see live data, and cannot change any settings. The account needs to be formally transferred to you by the manufacturer.

Inverter lost its internet connection

The inverter was connected to the previous owner's broadband router. When they left, that Wi-Fi network changed or disappeared. The inverter cannot reach the portal — it shows 'offline' but continues generating. You need to reconnect it to your broadband.

No information passed on at all

The previous owner had no idea what brand the system was, never set up monitoring, or simply didn't pass anything on. You're starting from scratch — identify the inverter brand and serial number first, then follow the steps below.

How to claim monitoring access as the new owner

This process works for all major UK inverter brands. The documentation requirements and response times vary — brand-specific notes follow below.

Get the inverter serial number from the label

If you haven't already, find the inverter in your garage, utility room, or loft and photograph the label. You need the exact serial number — it's a string of letters and numbers, usually 10–20 characters. If you're not sure how to find the unit or read the label, see the inverter identification guide first.

Gather proof of ownership

Manufacturers need to verify you are the current property owner before transferring or creating a new account. Acceptable documents typically include:

•Solicitor's completion letter (most commonly accepted)

•Land Registry title register extract (order at gov.uk for a small fee)

•Council Tax bill in your name at the property address

•Mortgage completion statement

Contact the manufacturer's support team

Email or submit a support request to the manufacturer with: your full name, the property address, the inverter serial number, and your proof of ownership document. State clearly that you have purchased the property and need to register the system in your name. Brand-specific contact routes are listed in the section below.

Wait for the account transfer or new account creation

The manufacturer will either delete the previous owner's account and create a new one, or transfer the existing account to your email. You will receive an invitation email to set your credentials. Response times range from 24 hours (GivEnergy on a good week) to 10–14 working days (Sunsynk). If you haven't heard back in two weeks, follow up by email referencing your original ticket number.

Reconnect the inverter to your broadband

Once you have portal access, the system may still show 'offline' if the inverter hasn't connected to your broadband yet. To reconnect, you need to update the inverter's Wi-Fi settings:

•GivEnergy: Use the GivEnergy setup app on iOS or Android — scan the inverter QR code and follow the Wi-Fi setup wizard.

•Sunsynk: Connect your phone to the inverter's own Wi-Fi hotspot (SSID starts with 'Solarman') and open a browser to 10.10.100.254. Enter your home Wi-Fi credentials.

•SolarEdge: Use the SolarEdge SetApp on a phone connected to the inverter's Wi-Fi. Requires installer credentials in some cases — contact SolarEdge support if locked.

•Growatt: Connect to the data logger's Wi-Fi hotspot, access the configuration page, and update the credentials. The ShinePhone app guides you through this.

Ownership transfer by brand

Each manufacturer handles new homeowner registrations differently. Here's what to expect and where to go for each major brand.

GivEnergy

Submit a support ticket via givenergy.cloud under 'Change of Ownership'. Attach the serial number and proof of ownership. GivEnergy typically respond within 2–5 working days. Once confirmed, they'll either transfer the existing account or create a new one and send you a setup email. Their app-based Wi-Fi setup is straightforward once you have portal access.

Full GivEnergy guide →

Sunsynk

Sunsynk UK ownership transfers are handled via Sunsynk's UK distributor (Segen or Solar Distributor depending on when the system was installed). Email support stating you have purchased the property and need to register the system. Expect up to 10–14 working days. Have the serial number and completion letter ready. Sunsynk's app is the primary monitoring tool once transferred.

Full Sunsynk guide →

SolarEdge

SolarEdge homeowners can request a site transfer via the SolarEdge homeowner portal at monitoring.solaredge.com. Create a new account and submit a site transfer request with the serial number and proof of ownership. Processing takes 3–5 working days. If the previous owner's account is still active, SolarEdge will contact them to release the site — which can cause delays if they are unresponsive.

Full SolarEdge guide →

Growatt

Growatt transfers are handled via the ShineServer portal (server.growatt.com). Submit a new homeowner request through their support form, providing the data logger serial number (not just the inverter serial) and proof of ownership. Response times are inconsistent — sometimes same day, sometimes over a week. If you get no response within 5 working days, contact Growatt UK directly by email.

Full Growatt guide →

Solis / Ginlong

Contact Solis UK support via SolisCloud (solarmanpv.com or soliscloud.com). Provide the inverter serial number and proof of ownership. Solis typically process transfers within 5 working days. Their portal is relatively straightforward once access is granted.

If the previous owner is making this harder

In most cases, you don't need the previous owner's involvement. But some platforms — particularly SolarEdge — contact the previous registered user as part of the transfer process, which can cause delays if they don't respond or are uncooperative.

Previous owner not responding or actively blocking the transfer?

If the manufacturer requires the previous owner's consent and they are unresponsive, escalate to the manufacturer with a formal letter of ownership demand and a copy of your Land Registry title. Most manufacturers will complete the transfer on proof of ownership alone if you make clear the property has legally changed hands. If the previous owner is actively attempting to retain control of a system in your property, this is a legal matter — contact your solicitor.

For the full guide to handling an unresponsive or obstructive previous owner — including direct manufacturer escalation routes — see the previous owner monitoring access guide.

Related guides

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Available on-site across Yorkshire & beyond

If your monitoring needs a physical dongle reset, WiFi reconfiguration, or CT clamp check, we can visit on-site across our full coverage area — from Leeds and Bradford to Sheffield, York, Hull, and further afield.

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FAQ

Frequently asked questions

My inherited solar system shows as 'offline' — is it broken?

Almost certainly not. 'Offline' in the monitoring portal means the inverter has lost its internet connection — not that the solar system has stopped working. This is extremely common when a property changes hands, as the inverter was connected to the previous owner's broadband. The solar panels continue to generate electricity even without a monitoring connection. You need to reconnect the inverter to your broadband to restore the data feed.

Can I get monitoring access without the previous owner's help?

Yes. All major manufacturers have an ownership transfer process that does not require cooperation from the previous owner. You need the inverter serial number from the label on the unit, and proof that you own the property — typically a completion letter or Land Registry document. Contact the manufacturer directly with these documents and request an account transfer.

How long does it take to get monitoring access as a new homeowner?

It varies significantly by brand. GivEnergy typically respond within 2–5 working days. Sunsynk UK support can take up to 10–14 working days. SolarEdge homeowner transfers are usually processed in 3–5 working days via their portal. Growatt varies — sometimes same day via ShineServer, sometimes over a week. If you have not heard back within two weeks, follow up directly referencing your original support ticket number.

What documents do I need to transfer solar monitoring access?

Manufacturers typically accept one of: a solicitor's completion letter, a Land Registry title register extract, a Council Tax bill in your name at the address, or a mortgage completion statement. The inverter serial number is always required. Some manufacturers also accept a signed letter from the selling solicitor. Requirements vary by brand — check with yours directly before submitting.

The monitoring shows data but it's all from the previous owner — what do I do?

If you have the previous owner's login credentials, you can access the portal and see live data, but it is registered to them and they can revoke access at any time. This is not a long-term solution. Contact the manufacturer to request a formal ownership transfer so the system is registered in your name. You can continue using the existing login in the meantime, but treat the transfer as urgent.

My inverter is offline and the previous owner's Wi-Fi no longer exists — how do I reconnect it?

You need to update the inverter's Wi-Fi credentials. Connect your phone to the inverter's own Wi-Fi hotspot (each brand has a different SSID), then use the manufacturer's app or a web browser to enter your new broadband Wi-Fi details. GivEnergy use a setup app. Sunsynk use a browser at 10.10.100.254. SolarEdge use SetApp. Growatt use ShinePhone or the data logger's configuration page. Once updated, the inverter will reconnect to your broadband and portal data will resume within minutes.

Monitoring transfer

Want the monitoring transfer handled for you?

Our monitoring account transfer service manages the full ownership handover — manufacturer contact, documentation, portal setup — typically completed in 3–7 days. From £75 for remote monitoring setup. Or book a remote diagnostic first to confirm your system is generating.

Covers all 19 major UK inverter brands
Typically resolved in 3–7 days
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