If you are experiencing any issues while signing up for an Emerald App account, please contact customer support via our contact form.

You can also find a helpful video link explaining the account set-up process below.

Emerald App uses geofencing to identify when it is near your Emerald smart tech products. Your data will sync automatically, only once daily, maximising your app's performance.

You can edit your email address by navigating to the Emerald App Dashboard and pressing the Profile button at the bottom right of the page:

Once selected, you will then be taken to a new page that has a list of Account options.

Please choose the option:

My information

You can then edit your account information including your Email address. 

If you have signed in using a Social login (Apple ID, Gmail); this option will be greyed out and you will have to request a change of email through your Apple or Gmail account.

If you are experiencing issues with Auto-Sync, please try the following steps:

1. Force close your Emerald App and turn it back on again. On your iPhone, swipe the bottom of your screen or double-tap the home button, find the Emerald App and swipe up to close the app.
2. You can go into your settings and turn the Auto-Sync feature on and off again.
3. If the above steps still do not work, try uninstalling the app and installing it again.

If you are still having difficulties, please get in touch with customer support via our contact form.

You can edit your Property information by navigating to the settings button on the top right of your App's home screen:

From this Settings button, you can then choose the below option:

My Property

You can then edit all your property information, including; Address, Electricity Rates, Energy Budget and Property members.

So that you know! You must be logged into the Admin account of your Emerald Home App to edit or amend any property or account information.

Emerald Smart Actions are a free feature in Emerald App. Download Emerald App here. However, to use Smart Actions you will need the right set-up which includes purchasing and installing some other Emerald products depending on the outcome you are looking for:

Air Conditioning Smart Actions you will need:

• Emerald App
• AC Link
• Emerald Split System Air Conditioning (Or any split system AC unit)

Hot Water Heat Pump Smart Actions you will need:

• Emerald App
• Emerald Hot Water Heat Pump All-In-One System

Solar Soaker Smart Actions you will need:

• Emerald App
• Emerald Electricity Advisor (View list of compatible Smart Meters here)
• Emerald LiveLink
• Emerald Hot Water Heat Pump All-In-One System
• Solar panels

If you need any assistance, our support team is here to help via the support centre.

Yes, you can still access your data at any time.

Emerald App offers seamless data synchronisation, automatically updating your information once a day. This ensures that you have the latest data at your fingertips. Additionally, the app allows you to access your real-time data as frequently as you desire. Whether you prefer to check it periodically or in real-time, Emerald App empowers you with up-to-date information whenever you need it, giving you valuable insights and control over your energy management system.

Go to your settings on your Emerald App.

1. Settings from the home page
2. My devices
   
3. Click Electricity Advisor
   
4. Click the Settings button
   
5. Turn Auto-Sync 'On' or click the prompt to allow location preferences.

Emerald does not have access to your password and would not share or request that information at any time.

We value your right to privacy and therefore, do not store your passwords on the Emerald App Dashboard.

You can amend your password by following the Forgot Password prompt on the Emerald Home login screen, we will then send a One-Time password to your email. You will then have to enter that 6-digit One-Time password into the prompted field and create your new password.

With AC Link and Emerald app, you can adjust mode and fan settings, set schedules and timers, set your AC to adjust depending on the temperature of your home, and more.

You will be asked to 'Allow' Emerald App to access this device's location on your initial set-up and after most crucial firmware updates.

Top tip: If you are using Android, select Precise while using the app for the best performance.

A 5GHz router/modem usually emits two Wi-Fi networks: a 5GHz and a 2.4GHz connection. The default Wi-Fi password for both networks should be the same, and it can be found at the back of the router/modem if it still needs to be changed manually.

Emerald values your privacy, and we do not collect or store your location. Emerald App uses geo-fencing to identify when it is near your Electricity Advisor. This lets your data be synced only once daily, maximising the app's performance.

You can find detailed information regarding Emerald's data privacy using the link below:

https://www.emerald.com.au/privacy/

You should receive your Installer passcode on the day of your heat pump installation. The 3rd-party installer responsible for your installation will send you your installer passcode once the installation has been completed. Once you have entered your Installer passcode, you will be prompted to update your password to log in to your Emerald App.

Your installer passcode is a one-time use-only code allowing you to access your account on the installation day. Your Installer passcode is randomly generated and is not stored by Emerald. You will not need to use your Installer passcode to log in once it is completed the first time.

You won't be able to present your Installer code to log into your Emerald App.

Setting up your budget allows your weekly report to show how you are tracking against your savings target. You can set up a yearly, seasonal or monthly budget to customise the Weekly Report helping you identify energy-saving opportunities.

If you are having issues updating the Emerald app, we recommend trying the following steps;

1. Restart your device
Try restarting your device – it might be another no brainer step, but it’s a surprisingly effective one.

2. Check your phone storage.
A common cause of app download problems is a lack of storage on your device. Usually, you will receive a notification if your phone storage is low. However, we recommend you log in to your device Settings to ensure your storage is not causing the download issue.

3. Check for system updates.
Sometimes an update is pending on your device. To check if one is currently available for your device, head to Settings and check for pending system updates. If an update is waiting to be actioned, install it and download the app afterwards.

Need more help? Please contact customer support via our contact form.

1. On your device, open the app to your Emerald Dashboard (FAQs, Energy Saving tips).
2. Tap the Profile icon located on the bottom right of your dashboard.
3. Tap on "contact preferences" to open up your notifications settings
4. A toggle will be available to activate/deactivate push notifications and email notifications

You will receive real-time email notifications for various device management and maintenance events. These notifications help you proactively address issues, reducing the likelihood of downtime and improving overall system performance.

To activate Solar Soaker, navigate to the 'Smart Actions' section in your Emerald App. Follow the on-screen instructions to enable Solar Soaker, ensuring your Heat Pump can utilise excess solar energy.

When you have an app running, but it's not the focus on the screen it is considered to be running in the background.

The Electricity Advisor uses Bluetooth to connect to your mobile device but will also require Wi-fi to connect to Emerald's Cloud-based database, where your historical data is stored.

The Emerald App uses your phone's location settings to identify when it's near your Electricity Advisor. Please ensure you are within Bluetooth range of your Electricity Advisor (within 20m) and have your Emerald Home App open.

If you are sure you are connected to your Electricity Advisor but are not able to sync, please reach out to our support team using the link below:

https://emerald.com.au/contactform/

Emerald will always have the most up to date Time Of Use tariffs for our customers to choose from.

The Victorian Default Offer was implemented from July 2021; Customers that were on the default peak / off-peak offering will have been migrated across to the new ToU schedule with their electricity retailers as of this date.

What's is Time of Use (Tariffs?)

A time of use tariff schedule, also known as a ToU schedule, defines what times of day are charged at peak and off-peak rates. To save money on your electricity bill, you would typically want to reduce your energy consumption during peak periods.

Do I need to update my ToU?

You will not have to change your Time Of Use; as we will update this on our system for any changes made by the Australian Energy Regulators. If you believe this has been done incorrectly, please reach out to our support team, who will be happy to investigate this further.

What was changed?

What does this mean?

You'll have more off-peak time (when the cheapest tariff rate applies) during the day and evening. This gives you more options to run your appliances when the cheapest rates apply. While that's a good thing, bear in mind there is now a weekend peak period.

How do I update my Time of Use: 

1. Navigate to your Emerald App's Home Screen and press the settings button on the top right of your screen.
2. Choose your Electricity Rates from this menu.
3.  You will then be prompted to select your Electricity Distribution Company. You can choose between the existing tariff structure or the 'Outdated' tariff. Select the Outdated' option if your retailer has not yet switched your account to the new rates.

Please note; Your Distribution Company may have multiple types of tariffs. We recommend using one of your most recent invoices to find your exact time-of-use charges.

Our Emerald app is updated to reflect new Tariff Periods; however, we are no longer offering Opt-in offers from Distribution Network Companies and will continue to keep the Emerald App on the most updated Time of Use.

Your Weekly report will be generated on a Tuesday based on the amount of data you have synchronised for the previous week.

Your Weekly report is not dynamic and will not be able to synchronise the missing data once you have reached the following week's reporting period.

You will only receive weekly report data for the data you have synced for that week.

If you believe you have synchronised and are still waiting to receive your weekly reports. Please contact our support team, who are happy to provide further information.