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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.

If your tariff has recently changed due to the new Price Cap coming into place on 1st October 2023,  your energy provider will send your new tariff details to your smart meter(s). Sometimes, this might take a while to be updated by your supplier, so your ivie Bud will continue to show your old/incorrect tariff. Don’t worry though, your bills are not calculated by your ivie Bud, but by your energy supplier,  so even if your tariff takes longer to update on your ivie Bud, the correct tariff will be used by your supplier in any future bills.  

If your ivie Bud continues to show an incorrect tariff after a while, make sure to contact your energy supplier to check that your meters are updated with the correct tariff information. 

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.

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.

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.

We will periodically update your ivie Bud to make sure that it is always up to date and it has the latest features. Your ivie Bud can only updated when it is up and running, and connected to your Wi-Fi. If you haven’t received the latest ivie Bud update version (1.3.1) yet, don’t worry you will get it soon and your ivie Bud will work as expected in the meantime.

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.

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.

Your ivie Bud gets all the information it displays from your smart meters. This includes the scaling and the format in which your energy usage is presented, as well.

If you are seeing your energy usage shown as really high, such as £30,000-£40,000, this is due to an issue with your smart meters and the way they scale your energy usage data. To get this sorted, please get in touch with your energy provider and ask them to set up the right scaling values on your smart meter(s). This should not affect your actual energy bill, as the issue is only related to the format in which your usage is displayed 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!

If you’re having problems setting up your ivie Bud, or linking your ivie Bud to your ivie app, you might think that fully reseting your ivie Bud will take you back to the start so you can try again. This is not the case. A full reset should only be completed when you move house or if you are returning your ivie Bud back to us. To fully reset your ivie Bud go to the menu, then navigate to “Settings” and press “Move Home”.  When you do that your ivie Bud will disconnect from the smart meter(s). This means your ivie Bud will no longer receive energy data from your smart meter(s) and will need to be set up again. Please do not press the “Move Home” button unless you’re returning your ivie Bud to us or you’re moving out of your current property.

If you have accidentally pressed “Move Home” or if you have moved home and taken your ivie Bud with you following a full reset, please contact the ivie team here so we can help. Make sure to include ‘RESET’ in the subject line and your MPAN and ivie Bud GUID in the email. We’ll get on it as soon as we can.

FYI – If you just want to disconnect your ivie Bud from Wi-Fi, don’t complete a full reset. Have a read of “How do I disconnect my ivie Bud from Wi-Fi?” in the “Understanding your ivie Bud” section instead.

Your ivie Bud might not be activating for a few reasons. To help your ivie Bud connect to your smart meter, please make sure your ivie Bud is:

• Plugged in

• Switched on

• Connected to your Wi-Fi

Make sure your ivie Bud is close to your smart meter(s), ideally within a few metres. The closer, the better! This will guarantee a strong connection with your smart meter. Also, your ivie Bud should be showing the activation screen (QR Code) so make sure it’s left on throughout the activation. These fixes should be the trick! Please note that your ivie Bud will automatically retry to connect your smart meters. If your ivie Bud is still not connected after 24 hours, please contact our Customer Care team here, who will be able to help!

FYI – Don’t go through a ‘Full Reset’ of your ivie Bud without reading “When should I put the ivie Bud through Full Reset”? in the section “Trending now.” This should only be done for extreme cases and is unlikely to solve your activation issues.

The ivie Bud gets your tariff details directly from your smart meter(s). Only your energy supplier has access to your smart meter and can make changes to your tariff information. If you’re seeing incorrect costs on your ivie Bud, it’ll likely be down to your tariff not being updated by your energy supplier. Please make sure to contact your energy supplier so they can change this for you. 

FYI – Please note that updating your tariff on the ivie app won’t update your tariff on the ivie Bud display. Your ivie Bud gets your tariff details only from your energy supplier.

Chameleon Technology, the company behind the ivie brand is soon launching a new set of revolutionary products that enable households to not only access their real-time energy usage but also gather environmental data from the home and make that data available in the ivie app. The Gateway Connect device is Chameleon’s most advanced home energy and environment capturing device. It will link with the smart meter at the property to collect real-time energy data and it also has an inbuilt humidity and temperature sensors as well. 

The Gateway Connect comes with 4G connectivity for super reliable signal with up to 99% UK coverage that connects to 4 different networks. Through 4G connectivity, the live energy, temperature and humidity data will be available in the ivie app. Coming soon.