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Réponse de Levelise

Actualisé le 31 janv. 2024

Hi There,

We have messaged you directly, as we would like to work with you to get this issue resolved as soon as possible.

Many thanks,
The Levelise Team

Réponse de Levelise

Actualisé le 19 janv. 2024

Hi,
Thanks for sending us your information.

“Todays Data” when refreshed, is an up to date figure of what has been generated, used, exported, and imported – which means you can utilise this information to ascertain your generation through out the day, granted without the graphic and automatic refresh it doesn’t feel as slick, but we are reviewing and working on how better to provide the information requested by our customers.

On the Day/Month/Year within the savings section, once you select a period you would like to view, it shows exactly what has been earned and saved in that period – when you say it isn’t simple or clear – happy to take any feedback on how we can improve this section for you and our other customers. In the savings section you can select one day or multiple which means you can select a week’s period to view. The energy section on the week view shows you a daily view of the volumes for the last week, we will be adding volumes into this graph as we recognise the graph is not currently clear enough.

The app is consistently being worked on and we certainly welcome any feedback, you can contact us on support@levelise.com to highlight any things you think are worth changing and this will be considered.

Thanks again,
The Levelise Team

Réponse de Levelise

2 janv. 2024

Hi there,

We are sorry to hear you are not happy with the app provided but similar information can be obtained from our app. You can use the section called "Today's data", to ascertain your current generation or export. Every time you swipe the page down, the data will update. So if you're exporting any excess energy the export volume will increase, if you're generating energy, your generation will increase. Please note that significant change will occur when the solar generation is at its highest, so if you take a look first thing in the morning, when generation and usage might be below 100 watts, the numbers might not move.

The Levelise Team

Réponse de Levelise

23 nov. 2023

Hi There,

Thank you for your feedback. We would like to confirm that you are able to see live data, as mentioned in our email.

You can use the battery image, which tells you how much battery storage is available, as well as the section called "Today's data", to ascertain your current generation or export. Every time you swipe the page down, the data will update. If you're exporting any excess energy the export volume will increase, if you're generating energy, your generation will increase and so on. Please note that significant change will occur when the solar generation is at its highest, so if you look first thing in the morning, when generation and usage might be below 100 watts, the numbers might not move. The previous app considered the volumes in the last minute, so please give it a minute before you update the numbers, to allow a volume of generation/consumption/export/import to occur.

Hope this helps with your concerns, but happy to chat through further.

The Levelise Team

Réponse de Levelise

Actualisé le 17 nov. 2023

Hi There,

Sorry to hear this. We would like to investigate why you have not received a response, as we are getting back to our customers within 3 working days. So will send you a message to get further information from you.

We have sent a request for your details through trustpilot, but have yet to have a response. Please respond to the request for information with your email so we can find your account and enquiry.

Thanks for updating your response - we have emailed you directly.

Regards
Levelise

Réponse de Levelise

Actualisé le 16 nov. 2023

Hi There,

I am sorry you have not had the best experience, but I checked your account and we have tried calling you a number of times. Rhyan messaged you this morning first thing to confirm the best time to call you. She has suggested 09:30, please let us know if this works.

Regards
The Levelise Team

Réponse de Levelise

Actualisé le 16 nov. 2023

Hi there,

I think we can resolve some of your issues and hopefully give you some more context on why our app changed. We had to update our app, not only due to rebranding, but also because the old app no longer met the current Google and Appstore requirements. This was not something we were able to correct due to how the app was previously built.

In the meantime, you can use the battery image, which tells you how much battery storage is available, as well as the section called "Today's data", to ascertain your current generation or export. Every time you swipe the page down, the data will update. So if you're exporting any excess energy the export volume will increase, if you're generating energy, your generation will increase. Please note that significant change will occur when the solar generation is at its highest, so if you take a look first thing in the morning, when generation and usage might be below 100 watts, the numbers might not move.

I hope this goes some way to help you with your requirements and provides more insight into why this change happened.

The Levelise Team

Réponse de Levelise

15 nov. 2023

Hi There,

Thanks very much for your review. We agree and have quite a few exciting things coming up in the first quarter of next year - to not only increase visibility but also add additional value through more services - so watch this space.

Thanks again
The Levelise Team

Réponse de Levelise

15 nov. 2023

Hi There,

Thank you for your feedback. Hopefully we can clarify a few points for you. The credits are usually low around summertime – this is because the battery is being utilised by your solar system due to sufficient generation. The credits than increase over the winter when your battery is not being utilised as much and is therefore sitting dormant or using a small amount of energy to keep warm and charged. With regards to faults – as internet issues can regularly occur, we only send communications if its been disconnected for some time, but have now introduced the status bar in the app, if customers want to investigate sooner.

A more automated approach to tariff optimisation is being launched in the coming months to ensure that tariffs (not part of the standard rates) are considered and therefore reducing the risk of additional costs through time of use tariffs. Where a customer does have a tariff that is not flat across the day, they can notify us to consider this in the battery optimisation – I am sorry this was not done for you.

Regarding the app, it is our first version, and the app had to be updated not only due to rebranding but also since the old app did not meet the google play and app store requirements. With regards to live monitoring, you can still use the section called "Today's data", to ascertain your current household load (Consumed), what you are generating (Generation), What you have imported from your supplier (Imported) and what you have sent back to the gird (Exported). Every time you swipe the page down, the data will update. So, if you're exporting any excess energy the export volume will increase, if you're generating energy, your generation will increase and so on. Please note that significant change will only occur when, for example, the solar generation is at its highest, so if you look first thing in the morning, when generation and usage might be below 100 watts, the numbers might not move.

Once again, we are sorry you are not getting everything you need from our current app, this is something we are working on, but we do hope that the above can help in some way.

Regards

The Levelise Team