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SCROLL DOWN1. What is my SNRG SmartGrid?
Your SNRG SmartGrid is a communal energy system that generates and stores solar energy from the sun. SNRG’s SmartGrid combines solar panels (PV) and communal battery storage with SNRG’s unique smart control system and home energy app.
SNRG operates the system, and buys in energy (from energy suppliers) when there isn’t enough energy available from the solar PV or the battery.
2. What do I do in an electrical emergency?
If there is no electricity, check whether other properties on your street are affected. If they are affected then contact your Distribution Network Operator (DNO). You can find your DNO here: https://www.energynetworks.org/customers/find-my-network-operator
Currently your network operator is GTC https://www.gtc-uk.co.uk/. In case of power failure in the first instance, you can contact them and keep track of progress by visiting the live incident updates provided on their website https://www.gtc-uk.co.uk/live-incidents/.
If it is just your apartment that is affected then please check your own consumer unit to see if any switches have tripped.
If some or all the apartments are affected, or there are no tripped switches on your consumer unit, then please call one of the following numbers:
Normal working hours
Monday to Friday: 8.30am – 5.30pm
Tel: 0203 488 6686
Out of hours
Monday to Friday: 5.30pm – 8.30am inc weekends/bank holidays
Tel: 0345 050 3320
3. How do I register for a SNRG Connect account?
By following these three easy steps:
Go to snrgconnect.com/registration or scan the QR code in your welcome letter.
Enter the registration code provided in your welcome letter.
Complete your account information.
If you are unable to access the SNRG Connect app please email us on support@oursnrg.com and we will get back to you within one working day.
4. How do I get in contact with SNRG?
Through your SNRG Connect account, follow these three easy steps to get in touch:
Click the ‘Menu’ button at the top of your web app.
Select ‘Support’ from the drop down and then click the ‘Contact’ icon at the bottom of the page.
Complete the ‘Contact Us’ form and we’ll get back to you within two working days.
If you are unable to access the SNRG Connect app please email us with your name and address at support@oursnrg.com and we will get back to you within two working days, or call us on 0203 488 6686
5. How do I reset my password?
Through the SNRG Connect app. Follow these steps:
Click the ‘Menu’ button at the top of your web app.
Then select ‘Account’ and press the ‘Password’ icon at the bottom of the page.
Press the ‘Reset Password’ button and follow the prompts on the email that will be sent to the account associated with your SNRG account.
6. I’ve forgotten my password. What should I do?
The best way to resolve this is on the SNRG Connect login page. Follow these steps:
Enter the following URL www.snrgconnect.com
Click ‘Forgotten password’. Enter the email address associated with your SNRG account and a password reset email will be sent there.
Follow the steps on the email to rest your password.
7. I’m having problems with my SNRG Connect app. How do I fix them?
Follow the below steps:
For Apple Users:
Open the settings app in your iPhone.
Scroll down to the your browser app settings and select it, most likely Safari.
Scroll down and click – “Clear History and Website Data”.
This should not affect your saved passwords on this or any other site.
For Android Users:
Open Settings.
Go to Apps/App Manager.
Choose the browser you are currently using e.g. Chrome.
If your device runs on Marshmallow or later, tap Storage > Clear Cache.
If this is not completely successful, tap ‘Clear Data’ but only if you have tried the above step first, as this may result in password loss.
If you’re still experiencing problems contact us through the SNRG Connect app. If you are unable to access your SNRG Connect app, email us on support@oursnrg.com
8. How do I access my electricity supply agreement?
Through your SNRG account, follow these three easy steps to access your agreement:
Click the ‘Menu’ button at the top of your web app.
Select ‘Account’ click the ‘Documents’ icon at the bottom of the page.
Your Supply Agreement will be displayed.
If you’d like a paper copy, please call us on 0203 488 6686 or email us at support@oursnrg.com
9. What is a Smart Energy Fair Share Credit?
The Fair Share Credit is the residents’ share of the savings made by the operation of the microgrid, solar PV and battery energy storage system. This is calculated for the communal network of 16 residences and shared equally between each property. This is applied as a monthly credit to your bill and shown separately.
10. When will I get my bill?
SNRG provides bills on a monthly cycle, meaning every cycle starts on the 1st day of each month and ends on the last day of each month. You will receive your bill up to 10 working days after the end of each billing cycle.
If you move out before the end of the month you will receive your final bill as per normal, up to 10 working days after the end of your last billing cycle.
11. How do I pay my bill?
At the end of a billing cycle we will email your bill, with a link to make the payment. This payment link is provided by the payments platform called Stripe. Once you click on the link it will take you to a secured payment page, where you can make the payment by using either your credit card, debit card or Googlepay. Alternatively, if you wish you can use our phone payment service. If you want to learn more about that please write to us at support@oursnrg.com
12. How do I set-up and update my payment details?
SNRG has partnered with a company called Stripe to offer safe and secure bill payments. To set up your bill payments do the following:
Click the ‘Menu’ button at the top of your web app.
Select ‘Account’ and press the ‘Payment’ icon at the bottom of the page.
Click ‘Manage Payment Details’.
Click “+ Add payment method” and enter card details and save your information.
Please note at this point SNRG only accepts card payments via Stripe. Please contact us to discuss other payment options if required. We expect to have a Direct Debit option soon.
13. What do I do if I’m unable to pay my bill?
We understand that it’s not always easy to pay your bill. So let us know if you’re finding it difficult and we’ll work together on a plan that suits your needs. And if you already owe us money, we’ll discuss options for you to pay it back in manageable installments.
14. Can I switch suppliers?
If you wish to switch suppliers and stop using SNRG, you will need to leave your SNRG SmartGrid and you will lose the SmartGrid benefits. You will need to arrange to have a new meter installed, which may also involve paying for an electrician. Please contact SNRG at support@oursnrg.com to request a more detailed explanation of how to leave. We would also suggest that if you are renting the property, check if you need permission from your landlord prior to changing supplier.
15. Will I still gain the SmartGrid benefits if I switch suppliers?
Although it is not recommended to leave your SNRG SmartGrid, should you wish to leave you will receive the SmartGrid Leaver Credit. This equates to 1/16th of any income generated by exporting solar energy to the public grid, minus the SmartGrid Charge (£7.50 per month). To clarify, if you switch to another supplier, you won’t continue to pay the £7.50 per month, this figure is just used for the calculation. If this figure is negative you won’t pay SNRG anything. If it is positive then this is what you will receive.
16. What do I need to do if I’m moving out?
Simply contact us through the SNRG app, or email us, or call us, and confirm the last day you want to have electricity supplied. You are required to give us at least 2 working days notice.