More power to you with Encore
The Encore app offers transparency, seamlessly integrating your electricity grid consumption, solar generation, real-time usage, and your batteries' energy levels – all in one comprehensive dashboard.
Encore app FAQs
- Why am I required to go through the full My Account log in process each time I log in to the app?
-
Customer security and data privacy is vital to Synergy. As we accelerate our digital transformation experience for our customers, we are focused on ensuring customer information is safe when transmitted between new platforms. Due to this, our cybersecurity and mobile app team have developed a highly-secured, two-step log in system for Encore customers.
At this stage, there are no changes to this process planned. However, we encourage you to please continue to provide feedback that will not only help us to improve your experience within the Encore app, but also help inform future app development. - Who do I contact if I have questions?
-
You can contact us by clicking the online support link on the log in page, via the feedback screen (once logged in), or the more screen and clicking get support.
- How do I see orchestration events?
-
When an orchestration event is occurring, a yellow banner will appear on the home screen indicating an event is live. You can then view any orchestration events by clicking orchestration events which is located just under your home page usage information.
- Why am I getting an error message in the app after 8pm?
-
At around 8pm, some inverters go into 'night mode' to conserve power. During this time, your inverter stops sending information to the mobile app, and you might see an error message. To prevent this error, simply check your inverter manual and switch off the 'night mode' setting.
- Why can’t I see live orchestration events in the orchestration event list?
-
Information may take up to 24 hours for data to be reflected in orchestration event details to ensure all data is collated and reported correctly.
- Why do I have so many battery orchestration events?
-
When Synergy manages one of your assets, our remote controller sends commands every 5 minutes. You might see your asset being managed for a while, but it's actually a series of quick commands happening one after another. This is particularly common when we manage battery assets. In the current version of the app, we make sure you can see all of this for a complete view.
- The credits graph doesn’t match my payments listed, why?
-
We are aware that the graph doesn’t exactly match the total payment amounts stated on the credits screen. This is currently being worked on to fix and will be updated as soon as possible. Please refer to the amounts stated under Encore payments to see exact amounts received during your Encore participation so far.
- I have an idea for improvement of the app, who can I talk to?
-
We value all feedback regarding the operation of this new app. If you notice something not quite right, or think something would work better a different way, please let us know your opinions. You can send your thoughts via the feedback screen.
Speak to our team about Encore
If you’d like to speak to someone about Encore, you can contact us:
By email at encore@synergy.net.au
By phone on 08 6212 2889 during business hours
By registering for a call back at a convenient time
*Encore pilot terms and conditions apply and are subject to change. Information accurate as at January 2024.
