If something looks wrong

The common problems, what causes them and how to put them right.

"Tesla account not connected" on a screen

The Tesla link has gone; changing your Tesla password revokes it, for example. Go to Settings › Site › Tesla connection and press Connect Tesla again. Your history is untouched. See Connecting your Powerwall.

No live figures yet

Right after connecting, give it a minute. If the dot in the app's top bar is red, the Tesla connection has gone: reconnect it. If it is green but nothing shows after a few minutes, email us.

The Energy page is empty or short

History fills backwards over the first sweeps and starts seven days before you connected. The forecast needs a location and PV arrays, and starts within minutes of saving them. See Your site and the solar forecast.

Money tiles say "no tariff"

Set your real tariff under Tariffs › Your tariff. See Your real tariff.

A change I made in the Tesla app was undone

A rule set to and keep it that way, or a live AI plan, is enforcing that setting. Check Driving on Home, or Control › Powerwall › Changes to see who changed it. Switch the rule or AI mode off if you want to take over by hand.

My rules stopped running

There are three usual causes:

AI mode is on. Your rules pause while a plan drives.
The rule failed five times and switched itself off. Its row says so.
The account left the trial, and the rule was adopted from an AI plan. Those rules carry a Pro badge.

The AI plan failed

Control › AI shows the provider's error under the plan. It is usually the key, the model name or an empty credit balance; see When the test fails. The previous plan keeps driving meanwhile, and after 24 hours without a valid plan your own rules take over.

The widget shows "Last updated" when the phone was offline. Open the app once and it catches up. If it says you are signed out, sign in to the app.

I lost my authenticator

Use one of the recovery codes shown when you set two-factor up. If those are gone too, email [email protected] from the account's address.

Something else

Use Settings › Suggestions in the app, or email [email protected]. See Contact for what to include so we can help quickly.