I was logging on fine to the Portal from a Windows 10 and 11 laptop until the 27th. When they decided to make us log in with no warning via SSO. I set that up well over a year ago as far as I can recall. There is no option to set it up again if you have previously done so. I enter username, password on the usual log in page where it says they have migrated everyone to SSO from 27th April. That takes me straight to SSO log in. I enter email and password. It then says: “Incorrect email address or password.
Please try again.”
I have tried “I’ve forgotten my password” over and over and no email to reset it appears in my inbox or junk. My installer tells me I have the email am using on my account. It is the same email they are sending messages about GE going under etc. too.
But I have tried previous email addresses with various combo of password, caps, no caps, numbers, no numbers etc. Still can’t get in. The premium@givenergy.co.uk bods have failed to reply to my plaintiff requests for help. I can’t get onto the portal at all so can’t set up charge/export times. I do not own a phone but I believe logging onto a phone app involves entering email and password so I still wouldn’t be able to get on via a phone app.
I also didn’t have the “local” access option when they sent the email saying we’d all have that for free.
My installer has tried to help but they can’t reset a password. They have been told to refer customers with software issues to the same premium email address who are failing to reply to me.
Is anyone else who had previously set up SSO before 27th April having the same issue logging in from a laptop?
Is anyone actually getting a response to emails to premium@givenergy.co.uk? Thanks
I have only just configured the GE SSO, so not the same as you.
What I have found is that after entering email and password, I then have around a 5 minute wait before the 6 digit number arrives via email to actually be able to logon.
Have you waited at least 5 minutes for any email to be delivered?
Not exactly Single-Sign-On, more like 4 logons, Windows, Password Manager, Email, GE.
I had already set up SSO last year, and I am not having problems logging on with it.
Thanks. I have waited days for the reset email to appear! Requested it twenty times on the 27th and every day since. It hasn’t gone into junk. And sent 4emails to this Premium email since the 27th marked Urgent etc. plus the ones already sent saying I don’t have the local access option. I didn’t know what SSO meant but no it hasn’t made it any quicker.
Strangely, I tried doing “forgot username” on the first page and that reset email arrived. To the same email I am entering on the SSO page.
As below. Just me then! It would help maybe if they said which is wrong, the email OR the password rather than either. Or allowed me to start again setting it up from scratch. I’ve been to sleep since I set it up, but do have my own method of recording emails and passwords for sites. I have deleted browsing, even allowed third-party cookies, ensured Javascript is on etc. Thanks
Coincidentally I seem to be having issues getting the inverters to connect since the 27th, someone else has the same thing. I am suspecting their servers are playing up since the SSO change.
Just to add to my joy about this fiasco, before the 27th I switched broadband supplier, which should be happening next week. Goodness knows how not being able to log on is going to help with that switch.
When the new router arrives, turn the old one off, then set the new router to have the old router’s name (SSID) and password then keep your fingers crossed everything connects especially the dongle!
Thanks. I had read that’s the way to do it but it’s replacing an ancient router with a new-fangled one, so I hope it’s possible to use the old SSID. There will, allegedly, be far better signal with the new one. If all else fails I have an IT expert friend close by, but I suspect not being able to log onto the portal to check the AIO and gateway are green and not grey (lost) could be a problem.
I am also having trouble setting up the SSO, I am on the old system, user name and password, I have chosen my new givenergy email address, ...@givenergy.co.uk.
In the table with phone number and password what email address do I use, it just auto fills with the givenergy email, how do I access this email to get the code?
I am a bit lost with it
Thanks Simon
It’s not that I couldn’t set it up in my case. I set up the SSO ages ago when they first mooted this method of logging on, thinking it was about to be compulsory. Then it carried on with username and password. Since I set it up previously, they now won’t allow me to start again but keep telling me either my email or password are wrong but won’t send a password reset email.
As far as I can recall you set it up with your own personal email address, not a givenergy one. If they are auto filling a givenergy email address that is bonkers.
Hope that helps
Has anyone actually had a reply to questions sent to premium@givenergy.co.uk?
I have a simular problem withSSO, it was setup a year ago, and now tht its the only option to login it doesn’t work, and i have reset the password sucessfully, and just in an endless loop, i get the onetime code put it in and get sent back to the start again.
And I contacted support via email and no reply.
Very suprised that the went ahead and forced SSO without any support in place, very dissapointing.
It’s just refused to post this as it has more than two links. I assume they are the emails so I will take out the @ and type at and put spaces between the co and uk in the hope it lets me post this.
Agreed, I said “what a stupid time to enforce SSO” or words to that effect! When they mooted it a good year ago if I recall, which is when I set it up thinking it was imminent. Could have done it in the interim when we might have stood a chance of getting help.
No good emailing the support@givenergy.co.uk email address or .com, can’t remember the format. As there is no one there. That is the email address for GE Ltd or GE UK who have gone bust.
Only way to contact anyone now is the premium@givenergy.co.uk, who are the software staff. Apparently, GE Software is separate to GE Ltd. and they haven’t gone bust - yet!
You have to subject it “question about Premium”. It says on their email they will reply within two weeks. I emailed the support one as soon as we had the email asking for a survey to be completed about charging which was before they filed for administration. To point out I don’t have this local access. Never had a reply.
Then when the Premium bods sent us all an email on 13th April saying £5 a month would be charged to use the cloud, but don’t worry if you just need to set up export etc. log out and when you log back in there will be an option to do local access, I sent them an email subjected question about Premium pointing out that didn’t happen, I don’t have local access at all. Nothing heard so emailed again, nothing heard and then on 27th enforced SSO. I can’t even get the password reset to the email address I have written in my password book and which my installer tells me is the one on the account. Since 27th I have emailed them at least 4times requesting help as I can’t get onto the cloud, local access at all. Not seen what my battery is doing since the 27th.
My installer forwarded an email they had telling them to refer customers with software issues to premium at givenergy. co. uk. Humm!
Luckily, I have a good friend who is an IT expert. He thinks he can get me local access if he knows the IP address to put into a browser. I’ve emailed my installer again to ask if they know what that is, they won’t read it until at least Tuesday, but my broadband switch is happening then so no point trying to set anything up before Tuesday. Not that this friend has solar panels and a battery, but he has a mate who is also a techie who does have both who can call, so I can only hope between them they can set up local access for me. As premium at givenergy. co. uk are ignoring my request for help.
Good luck with getting out of the loop. I can’t even get into a loop! Other than it keeps repeating “email or password are incorrect, please try again”.
Your installer isn’t going to know your IP address(es).
Read this, or get your IT expert to GivEnergy Inverter Monitor - Download and Connect by Address Reservation
Thanks. He said if the installer doesn’t have the IP address, he can find it. I had seen your app on the forum on the cloud and read it’s marvellous, before the 27th. But when I looked at it appears I’d need a google account which I don’t have and don’t want. I have mentioned to him there is an app, but it is on google play. I’ll show him the link and see what he thinks. I’ll just log onto the laptop and supply copious amounts of coffee and cake whilst he does his thing. I have said I am prepared to buy the HA Green but he’s adamant he can sort all this without that. Fingers crossed. I am really flummoxed why I don’t have local access anyway. As GE claimed all owners/customers would have that for the life of the battery.
There is another app by Richard Russell which will show what your system is doing and let you control it locally. It is available on lots of different platforms.
“I’ve made a minor change to my little Inverter app. Version 1.31a permits manual settings changes even when the inverter is detected to be in an ‘abnormal’ state.
For example if a Quick Settings change was aborted, e.g. by closing the app too soon, v1.30a might have prevented manual correction of the resulting inconsistent settings.
A useful side-effect of the change is that if the inverter has been paused by the GivEnergy app it won’t be considered to be in a ‘normal’ state by my app.
As a reminder, in this version you can switch to (or from) ‘maintenance’ mode by long-pressing to the right of the Quick Settings buttons (in the left-most pane).
If you are running version 1.30a or earlier, please download and install the new version as follows:
iOS: Inverter App - App Store
Android: https://bbcbasic.co.uk/inverter.apk
Windows: https://bbcbasic.co.uk/inverter.exe
MacOS: https://bbcbasic.co.uk/inverter.dmg
Linux: https://bbcbasic.co.uk/inverter.zip
Raspberry Pi (32-bit): https://bbcbasic.co.uk/inverter-rpi.zip
Raspberry Pi (64-bit): https://bbcbasic.co.uk/inverter-rpi64.zip
If you need to force my app to request the inverter’s IP address(es) again you can do that as follows:
iOS: Files app… On my iPad/iPhone… Inverter… Delete the file inverter.dat
Android: Settings… Apps… App management… Inverter… Storage usage… Clear data
Windows: Delete the file %appdata%\bbcbasic\inverter.dat
MacOS: Delete the file ~/Library/Application Support/BBCBasic/inverter.dat
Others: Delete the file ~/.local/share/bbcbasic/inverter.dat
In the latest versions of iOS and MacOS you may need to enable LAN access in Settings… Privacy & Security… Local Network.”
Thanks for the info.