When enrolling your solar inverter or solar and battery set up to Amber’s SmartShift automation, you can track your progress through the ‘Devices’ section of the Amber app. If you notice any issues with your enrolment, keep an eye on your email inbox for a message from info@amber.com.au with further instructions, and if the time taken falls well outside of the time to completion below, please reach out to us via the same email address if we haven't already. Below is a breakdown of each step in the onboarding process and what you might encounter along the way.
Depending on your circumstances, this process can take anywhere from a couple of days up to six weeks. The steps below will highlight each timeframe.
Be sure to make use of our support chat system (bottom right-hand corner of our FAQ pages called Amber Assistant) for system brand and electricity network-specific onboarding requirements.
Waiting to Transfer to Amber - approx 2 days
We’re waiting for your property to officially begin billing with Amber. This process must be completed before we can proceed with your SmartShift enrolment.
Waiting for the Smart Meter to Be Installed - approx 4 weeks
If you currently have a basic or interval meter, a smart meter installation is required before you can enrol in SmartShift. This installation typically takes place within four weeks of signing up with Amber. Our team will contact you to schedule an appointment if needed.
Waiting for Your Feed-in Tariff to Be Approved - up to 2 weeks
Before SmartShift can begin optimising your energy usage, we need to ensure your smart meter is configured to allow exports to the grid, which is known as a feed-in tariff. Our team will reach out via email to complete this setup.
Checking Solar or Battery System Information for Enrolment - up to 10 business days
Some battery and inverter brands require a manual check by the manufacturer before they can be enrolled in SmartShift. This process can take up to 10 business days and is referred to as there being 'magic happening' in the app. Please note that the 'something doesn't look right?' Prompt is there to ensure you double-check the information provided, it doesn't mean there is an issue we've found just yet (see below). If we find we cannot complete the enrollment, we'll reach out to you.
Brands that require site check verification from the manufacturer themselves are: SolarEdge, Fronius and Tesla.
For all other supported SmartShift brands, the system automatically verifies compatibility and can take up to two days. If there are any delays, it may be due to a temporary issue with our auto-checker and we will clarify this to you if the delay will be lengthy.
There’s Been an Issue with the Site Being Checked - days may vary
If an issue arises while checking your site (such as a serial number is wrong, you're still enrolled in another VPP), our team will send you an email with details on what needs to be resolved. Please check your inbox for a message toward the end of a week from info@amber.com.au containing the necessary steps.
For Sungrow system owners, this information will be sent initially via text message instead of email.
Pre-Flight Check Is Being Completed - approx 3 days
Before onboarding is finalised, our system runs a pre-flight check to ensure that the data we receive is being read correctly and that automation will work seamlessly. This step can take up to three days to complete.
There’s an issue with the Pre-Flight Automation Tests - days may vary
During pre-flight testing, we conduct several automation command tests, such as: charging/discharging/preserving the battery, self consuming and curtailing energy exports.
If a minor issue occurs, our team will retry the test without reaching out and this will take another couple of days. However, if a major issue is detected (e.g., missing data or the system failing to execute commands), we will contact you immediately with the error details and the necessary steps to resolve it. Check your inbox for an email from info@amber.com.au with further instructions. This appears as you having 'hit a snag' in the app.
Onboarding Completed - your app will show your device usage and SmartShift activity
Congratulations! You are now officially a SmartShift user. Your system will now automatically optimise based on real-time energy prices. Happy automating!
Have an EV? Head to our EV onboarding FAQ for more information.
Comments
Please sign in to leave a comment.