There are sometimes problems seeing all the connected devices in myaccount.
The problem
Although they all appear in the account, when a customer looks on the "My Products" not all the devices are listed.
This happens if the devices have been deleted for some reason - either deliberately or perhaps when a location is removed from the app (e.g. when changing from a physical hub to a virtual hub).
If you then try to add the device back into myaccount a warning message to say the device already exists. That's because the device still exists in the database but it's been marked as deleted.
The solution
The answer is to add the device as if it not connected to the internet.
In myaccount dashboard select the "Manage Products" tab.
At the bottom of this screen select:
Then, at the bottom of this screen select the option to register a product that is not connected to the internet
The select the correct product icon and enter the device serial number
Click on "Next" and your device should appear in your list of products
Comments
2 comments
I have followed the above advice but it doesnt work. In the Myenergi portal, the Eddi is showing as offline. However on the Eddi, it showing as being connected to the Internet and registerd. Have attempted to reach out to support but no response from them.
Having had a Zappi installed a week ago, set up the Zappi using the app, gone to add it to the MyEnergi account, using the “Add an existing product already registered in the Myenergi App” comes up with a message saying “Check credentials”… so followed the above method and it just says the device is already registered.
I too reached out to support but alas not had any response yet.
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