I’m a customer since last June (2024) and can no longer log in to the Givenergy dashboard portal. It worked fine for about two months. If I try as a customer - which I am - it tells me “credentials do not match our records”. If I try SSO login it asks for a password, but I don’t seem to have one and if I click on ‘forgot password?’ I enter my email and get a reset link, so change the password… then back to square 1 again “credentials do not match our records”. There is no button shown for creating an SSO account. I seem to be stuck in a loop. Any ideas?.
as a customer you shouldn’t need to create an SSO login, that is principally for installers.
Is the app working correct for you still? Your login is an id, not your email address if that helps
Thanks Geoffrey. I’ve even requested a reminder of my username using the inverter serial number, which I have entered as sent, and still get the same message: “credentials do not match our records”. User name, e-mail address, password, changed password… still the same message in red.
completely guessing here but maybe the username is case sensitive and the reminder email forces it all to lower case or something like that?
Otherwise you are into the queue of waiting for a reply from givenergy support. Some people have reported better results by messaging on facebook but since I don’t have FB, this is second hand info
Well, late December here and still no change. I still cannot log on to the Givenergy cloud and see export or import animations. I use my user name and password, “details do not match our records”, I go through the whole ‘forget’ process and they have my user name already plus my e-mail so I change the password, it’s accepted, then back to square 1 as the new password doesn’t allow me to log on as “details do not match our records”.
EDIT: now logged in as an installer NOT a customer. Had to change my password yet again, for some reason no matter how many times I change it the Apple computer doesn’t retain it but this time we’re now saved and stored and all seems to be working okay.
Hi,
I’ve had the same problem for a while and I just figured it out. I noticed that if I go into incognito mode on my browser, the log in works. So I assumed it must be something to do with the SSO authentication. Apparently SSO thing is way more complex than just recognizing a username and password. (way beyond my technical understanding)
What I did was to go to browser settings and delete all the browsing data. I kept the passwords stored.
Then the first attempt I tried the log in just got stuck, but after restarting the browser it just worked.
My guess is the browser keeps some sort of passkey / authentication for the given user. When the amazon webservices went offline last October some of these may have gotten disabled and some users were locked out.
Good luck
Hi Colin
So gla (!) that yo have had the same problem as me. I have been a customer since October 2021, and all was fine up to the switchover for SSO. Something seems to have gone wrong and now my user details have vanished from the GivEnergy system.
Ironically the original username works on this system so I know I did once exist. I have tried many times contacting support, reseting paswords, providing my serial number etc. but absolutely no human response to my problem. I can no longer login to the cloud system and effectively manage my system.
I have the same 'these credentials do not match or records" error as you. I’ve tried the Incognito mode tip for logging in which did not work.
Do support staff ever monitor these community postings? Short of driving to their offices and knocking on the door I am comletely stuck.