How can we
help?
Find the answer yourself in a moment, or write to us. We help you all the way, from the first check of your system to everyday life with GridZeno.
What is
it about?
Most answers are already here on the page. Choose the topic that fits, and you go straight to it.
What we are
asked most often.
About login, delivery, returns and subscriptions. If your question isn't here, write to us.
How do I log in the first time?
With the username you chose when you ordered, and the number on your dongle as the password, e.g. GZ-C596E2. The number is on the dongle, and it doesn't matter whether you type it in upper or lower case. The first time you log in, you have to choose your own password.
I have forgotten my password
Press "Forgot password" on the login page, and enter your e-mail. You get a link by mail, which works for an hour.
When will my dongle arrive?
You get an order confirmation by mail when the amount has been reserved on your card. We charge it when we send the dongle. The dongle is sent with PostNord, and the delivery time is 2-7 working days. PostNord lets you know when the parcel is on its way or ready for collection.
How do I withdraw or return?
Log in, and go to Profile and Your orders. If the dongle hasn't been sent yet, we cancel the order and refund everything. If it has been sent, you get a return label by mail. You have 100 days' free right of return from the day you activate the dongle, and we pay the return shipping. Read the terms.
How do I cancel my subscription?
You cancel it yourself under Subscription in GridZeno, in the web app or the app on your phone, by choosing Light. You see straight away the date the subscription stops, and you get it confirmed by mail. You can also write to us, and we'll cancel for you and confirm the date. After the minimum term of 1 month, you can cancel with effect from the end of the month you have paid for. Read more about cancelling.
Can I change subscription?
Yes. You change it yourself under Subscription in GridZeno. If you change to a more expensive subscription, it applies as soon as the payment has gone through. If you change to a cheaper one, it applies from the end of the month you have paid for. You can also write to us, and we'll change it for you.
The dongle isn't sending any data
Check that the dongle has power and network, and that the cable is in the inverter's communication port. If it has worked before and has stopped, you get a message once the fault has lasted for 30 minutes. See troubleshooting in the user guide.
What should I write when I contact you?
Your order number or the dongle's ID (e.g. GZ-C596E2), your inverter model, and what is happening. Never send passwords or other secret information.
We'll help you
on your way.
Describe what is happening, and we'll get back to you by mail. It goes faster if you include:
- 1Your order number or the dongle's ID, e.g. GZ-C596E2.
- 2Your inverter model.
- 3What is happening, and what you had expected.
Are you an installer or reseller? Use the partner form.