FREQUENTLY
ASKED QUESTIONS

Get a step-by-step guide on our setting up your energy tools page.

The ball’s in our court now.

We’ll ask your electricity distributor (i.e. the company that owns the electricity poles and wires near your house) to connect your Flow Hub, so it receives live data about your energy usage.

Try closing and reopening the app, checking your internet connection, and logging in again. If you are facing a delay, please allow some time for the app dashboards to refresh . 

Live usage usually requires a working smart meter and a data connection. If either is still being set up or not communicating, live data may not appear yet. 

You’ll need to restart your Flow Hub and redo the set-up process.

We’ve outlined the process below:

1. Make sure your Flow Hub is close to your phone and your home Wi-Fi router.
2. Press and hold your Flow Hub’s home button down for six seconds. (This page takes you through the different parts of the Flow Hub.)
3. The yellow cloud light should begin blinking slowly after a minute.
4. Press the home button down again for one second.
5. If the reset has been successful, the yellow cloud light will blink quickly after thirty seconds.
6. Return to your app home screen and press on the ‘I’ve reset my device button’.
7. Once you’ve completed the above steps, you should be able to restart set-up.

We’re always open to feedback.

If you’d like to suggest new features or report bugs for our app or Flow Hub, please follow the below steps.

1.Click on the feedback icon on your app. This is located on the bottom right corner of your app home screen

2. Once you’ve entered the feedback screen, select the feedback type you would like to provide.

3. Add your comments in the comment text box and upload any relevant files or screenshots.

4. Click the submit button.