If you have forgotten the PIN you set on your myenergi product, contact Customer Care. Once we verify you own the product, we will provide the recovery PIN and instructions to regain access.
This includes situations where:
- You have forgotten your PIN or lock code.
- Your product screen is locked and you cannot access the menus.
- You set a PIN after a firmware update and no longer remember it.
- The product was installed with a PIN you do not know.
Contact support to recover access
If you set a PIN and have forgotten it, you need support assistance. We must verify ownership before providing the recovery PIN.
Why does my product have a PIN?
PIN protection helps prevent unauthorised access to your product and its settings. It forms part of the security measures introduced for Radio Equipment Directive (RED) requirements.
If you have forgotten your PIN, our team will guide you through the recovery process after verifying ownership.
How do I get help with a forgotten PIN?
- Raise a support ticket with Customer Care.
- Tell us you have forgotten your PIN and cannot access your product.
- Include your product model and serial number.
- Attach a photo of the screen or a screenshot showing the PIN prompt.
Also tell us whether you set the PIN yourself, whether your installer set it, or whether the product belonged to a previous owner.
What happens next?
Our team will confirm which PIN is being requested and explain which evidence is needed to verify ownership.
Once verification is complete, we will provide the recovery PIN and instructions for your product.
If the recovery instructions do not work, reply to the same ticket with the exact message shown and an updated photo or screenshot.
I cannot find my serial number because the screen is locked
Check your product label, installation documents or handover information. If the product is registered in your myenergi app, check its details there.
If you still cannot find the serial number, submit the information you have and explain the screen is locked.
Is this the same as my account password?
No. Your product PIN and myenergi account password are separate.
If you cannot sign into your account using your email address and password, select the password reset option on the sign-in screen. Resetting your account password does not reset your product PIN.
If you normally sign in with Apple, Google or another sign-in provider, use the same method you used when creating your account.
I am being asked for a different PIN or code
Tell us exactly where the prompt appears. A screen lock PIN, installer PIN, Bluetooth pairing PIN, Wi-Fi password and registration code serve different purposes.
A photo or screenshot helps us identify which recovery process you need.
Do not factory reset your product to recover the PIN
A factory reset changes system settings. Contact Customer Care and follow the recovery instructions provided for your product.
I bought the product second-hand and do not know the PIN
Explain this in your support ticket. Our team will advise which ownership evidence is needed and check whether the account registration also requires attention.
Contact Customer Care
Request help with a forgotten product PIN.
Do not include your account password or home Wi-Fi password in the ticket.