ivie app

Have you previously set up the ivie Bud or signed up for Samsung’s SmartThings app before getting the ivie app? Please don’t create a new account when signing into the ivie app. You’ll need to use these login details to set up your account.

You’ll have a Chameleon account if you’ve previously linked your smart meter to Samsung’s SmartThings app. Make sure to use these account details when logging into the ivie app.

You’ll have an ivie account if you created an account when activating your ivie Bud in-home display. Please use these details when logging in.

Please note – the entry fields (like your email address) on the login and create an account page are case-sensitive. Please make sure to check your details before logging in so you don’t create a duplicate account!

The email and password entry fields are case sensitive so make sure to check if you originally used uppercase or lowercase for the first letter of your email when setting up your account on the app. For example, Name@ivie.co.uk or name@ivie.co.uk. Please be aware that some devices may automatically capitalise the first character of your email. If you are not sure whether your email is capitalised or not, please try both cases in order to determine which one you’ve used. If you have any issues identifying the capitalisation of your email, please get in touch with our Customer Care team at customercare@ivie.co.uk. 

Got an ivie Bud? Please log in using the account details you made up when you activated your ivie Bud. You don’t need to create a new account for the ivie app as your email will already be registered to this one.

Follow the steps below to get your tariff information added to your ivie profile:

1. Go to the ‘Dashboard’ area of the ivie app

2. Tap the profile icon in the top right corner

3. Go to ‘Your Home’

4. Click ‘Update your tariff’

And that’s it! Once you’ve added/updated your tariff, it will apply to your app account from Monday morning. The new information will be used to calculate your future energy spending going forward, but it will not apply to your account retrospectively. Please note, if you have an ivie Bud in-home display, updating the tariff in your app is not going to update the tariff on your ivie Bud as well. Your Ivie Bud receives your tariff information from your smart meter(s). If the tariff on your ivie Bud is incorrect, please get in touch with your energy supplier, as only they can update your new tariff on your smart meter(s), which in turn will reflect on the tariff shown on your ivie Bud.

Please make sure that your ivie Bud is set up and displaying live data before attempting to link it to the ivie app. Connecting your ivie ivie Bud to the ivie app is easy.

1. Log in to the ivie app using the same account details you used to activate your ivie Bud.

2. Follow the on-screen prompts to connect your smart meters to the app.

3. Once your meters are connected to the app, the app will notify you that you can connect your ivie Bud. Press OK and your ivie Bud will connect to your ivie app.

If you have already connected your smart meters to the ivie app but have not been prompted to link your ivie Bud. Don’t worry, simply go to ‘Dashboard’, tap the profile icon in the top right corner and click ‘Link your ivie Bud’. Follow the steps and we’ll then search for your ivie Bud linked to your account and get it connected.

Don’t forget – when you add your ivie Bud, make sure you’ve logged into the ivie app with the same ivie account you created when activating your ivie Bud. If you don’t do this, you’ll end up seeing a message like ‘Your ivie Bud is linked to another account’. Please use your ivie account details here!

Please allow 5 minutes for the verification email to land in your mailbox. Please also check your spam/junk mail as sometimes your verification email may be in there. If you are still not getting your ivie account verification email, please try using a different email address or contact the ivie Customer Care team here.

MPAN stands for Meter Point Administration Number. It’s your unique 13-digit code for your smart meter. It should appear on your energy bill.

We’re extra secure at ivie and want to protect our customer’s data. To do this, we need to see a recent energy bill to make sure you live at the property that we’ll be getting data from. Just like most companies, we need some form of ID to make sure it’s you, and an energy bill is a simple solution.

When you are linking your smart meters to the ivie app, you’ll need to verify you live at your current address either by submitting a recent energy bill or your credit/debit details. The information we use from both of these options makes sure you live at the address where we’ll be collecting your energy data from.

No money will be taken if you choose to upload your card details. Please note that for some banks, you might see a payment of £0.00 on your bank statement. If this happens to you, don’t worry. No money will be taken out of your account.

Your credit/debit card details are safely encrypted and sent to STRIPE who is a trusted worldwide payment provider. We will only use your card details to verify you’re the one living at the address and nothing more. Your details will not be kept for any future purposes.

All credit/debit cards are accepted.

Your bank details need to be in date and registered to the current address where your smart meter is located at. This means if your card is registered to a different address than where your smart meter is, then you can’t use these bank details. Please make sure your card hasn’t expired and has the correct address linked to it.

There are certain smart meter manufacturers that can’t work with the ivie Bud in-home display. Even if yours has been updated and enrolled to the DCC (the national smart meter database), your smart meter won’t work with the ivie Bud just yet. This is because of the type of smart meter model you have. We’re sorry you can’t get the ivie Bud. You can use the ivie app instead where you’ll have access to your energy usage from the previous day.

We can identify patterns of usage in your smart meter(s) data and estimate the types of activities (like your lighting or laundry) that have likely added to your total energy consumption. 

We do this analysis monthly for both your electricity and/or gas usage and show your results for the previous month in the insights area of the app.

You’ll earn ivie points when you use less energy than expected on any given day. You can also earn bonus points by saving money, taking on challenges and interacting with other areas of the ivie app. Make sure to use these points to buy raffle tickets for great prizes!

Each ivie challenge varies depending on the amount of effort and money you have to put into them and how much savings you can make. The total savings you can make from the challenges are based on your energy insights. So for example, if you find out that you’re using more energy on laundry in a given month, you’ll see more laundry-related challenges.

You can view your accepted/rejected challenges by tapping the ‘View my challenges’ button at the top of the challenges screen.

To calculate your expected energy costs, we use the information you’ve provided us in the ‘Your Home Profile’ section of the ivie app. This includes information like property type, location and number of people you’re living with etc. We combine these details with your personal smart meter data as well as seasonal trends (e.g., people typically use more gas/electricity in the winter) to help make a prediction.

Your forecasted costs will continue to get more personal the longer you use the ivie app so make sure to keep using it!

We calculate your energy savings by comparing your actual energy usage against your predicted usage. If you have used less energy than predicted, the difference from this will be your total energy savings.

Yes, the ivie app works with solar panels only when connected to the ivie Bud. With the ivie Bud energy display, you can see your live energy usage in the ivie app in pounds and pence, and kWhs. Plus, if you have solar panels, and your smart meter is recording and sending your generated and exported energy to the ivie Bud, then you can also see when you are generating and exporting energy back to the grid in the ivie app, too.

When the pylon icon shows, the kWh figure will show the net difference between your exported energy and your energy usage at any given time. 

If your smart meter is set up differently, you won’t see a pylon icon pop up on your ivie Bud or in the ivie app. You will instead just see the net difference between your exported energy and your energy usage at that time. For example, in the cases when you are exporting energy back to the grid, you might see ‘£0.00’ and 0w. 

We’re sorry you can’t see your energy data in the ivie app. There are a few possible reasons for this so let’s go through them.

Have you recently connected your smart meter to the ivie app? It can take up to 48 hours until your energy data comes onto the app after connecting your smart meter.

Have you added your tariff information to the ivie app? If this is missing, you won’t see your energy data. Go to “How do I add my tariff information to the ivie app?” for set-up steps. If these reasons don’t apply to you and you’re still experiencing issues, please pop us an email at customercare@ivie.co.uk. Please make sure to include your MPAN (13-digit code) which can be found on your energy bill.

Please first check that your ivie Bud is showing your real-time data by going to the ‘Usage Now’ screen. If it’s not showing your live data, there may be an issue with your smart meter not sending updated information. This could be down to a connection issue so it’s worth getting your energy supplier to look at your smart meter.

Please do NOT put your ivie Bud through a full reset if you can’t see your live data. This will disconnect your ivie Bud from the smart meter meaning you’ll no longer get any energy data on the ivie Bud. A full reset should only be done when you’re returning your ivie Bud to us or if you’re moving house. So please avoid this!

If you cannot see your live data on the app after linking your ivie Bud, please submit a bug report. If you have fully reset your ivie Bud, please also submit a bug report and our customer care team will help you get you set up again.

If you’re seeing greyed out days or incomplete data in the calendar section of the app, this usually indicate a potential connection issue with your smart meter(s). This issue may be causing the meters not to function properly or not transmit data as expected.

Unfortunately, if we are not receiving half-hourly data from the DCC (Data Communications Company), there is no refresh or fix we can perform on our end. This situation means that we cannot retrieve or display the data as it is not available to us.

To resolve this issue, we recommend contacting your energy provider directly. They have direct access to your smart meter and can investigate why the meter isn’t sending data to the ivie app. Your energy provider should verify:

• That your smart meter is measuring your consumption accurately.

• That the smart meter is reporting the full 48 half-hourly readings to their systems and to us.

If there are any issues on the DCC side, it is the responsibility of your energy supplier to raise these issues with the DCC for resolution.

Note: We adhere to the recommended number of retries set by the DCC to avoid potential damage to the meters. Excessive retries can harm the meters, so our system will stop trying if data is not received within the recommended retry limits.

Your ivie Bud gets your tariff details, energy data and even the time directly from your smart meter. This means the ivie Bud only displays what’s sent to it.

The ivie app accesses your energy usage data from your smart meter(s) and your live data from your ivie Bud. The ivie app applies the tariff information you have set up to calculate your usage in pounds and pence. As the ivie app receives your information only, it can’t control your ivie Bud or your smart meter(s). So this means that changing your tariff on the app won’t replicate on the ivie Bud. 

Your energy supplier needs to make sure your tariff details are set up correctly on your smart meter(s). This will ensure that all monetary figures on your ivie Bud are calculated using the correct tariff details. Please contact your energy supplier if you think your tariff details need to be updated.

Follow the steps below to get your tariff information added to your ivie profile:

1. Go to the ‘Dashboard’ area of the ivie app

2. Tap the profile icon in the top right corner

3. Go to ‘Your Home’

4. Click ‘Update your tariff’

And that’s it! Once you’ve added/updated your tariff, it will apply to your app account from Monday morning. The new information will be used to calculate your future energy spending going forward, but it will not apply to your account retrospectively. Please note, if you have an ivie Bud in-home display, updating the tariff in your app is not going to update the tariff on your ivie Bud as well. Your Ivie Bud receives your tariff information from your smart meter(s). If the tariff on your ivie Bud is incorrect, please get in touch with your energy supplier, as only they can update your new tariff on your smart meter(s), which in turn will reflect on the tariff shown on your ivie Bud.

Most suppliers add VAT, direct debit discounts or “goodwill payments” when issuing your bill. This information is never shown on or sent to the smart meter, the ivie app or your  in-home display. That’s one reason why your bills will never exactly match the billing total in the ivie app or any in-home display. 

Some suppliers like Octopus are starting to add VAT to the meters,  which would then be shown in the ivie app. To find out if the information shown in your ivie app account includes VAT, please check with your energy supplier.  

The ivie app only works with the ivie Bud in-home display so if you have the ivie app and you want to power up live energy data, then you would need to get the ivie Bud in-home display.

As long as you have a compatible smart meter, even if it is connected to a different in-home display you can still link your smart meters to the app to view your historical energy data up to the previous day. However, for more up-to-date live electricity data, you would need an ivie Bud.

To reset your ivie or Chameleon account password, please visit ivie.co.uk/activate on a different browser or device such a laptop or computer, and follow the simple steps below:

1. Click “Log in.”

2. At the bottom, click “Forgot password?”

3. Enter your email address and click “Continue.”

4.  Check your email for a verification code (remember to check spam/junk folders as well).

Note: If you’ve requested the code multiple times, use the latest one at the bottom of the email thread for the most up-to-date code to avoid technical errors.

5.  Input the verification code and set a new password.

Please also be aware that the email address field for password reset is case-sensitive. Ensure that the email address is entered exactly as registered, including any uppercase letters (e.g., Johndoe@ivie.co.uk). Clearing your cache before attempting the reset may also help resolve any issues. If you encounter further difficulties, please get in touch with the ivie Customer Care team here.