{"id":1399,"date":"2026-05-12T10:43:44","date_gmt":"2026-05-12T10:43:44","guid":{"rendered":"https:\/\/energycloud.org\/ireland\/?page_id=1399"},"modified":"2026-05-19T15:06:14","modified_gmt":"2026-05-19T15:06:14","slug":"support","status":"publish","type":"page","link":"https:\/\/energycloud.org\/ireland\/support\/","title":{"rendered":"Support"},"content":{"rendered":"\n\n\t
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\n\t\t\t\t\t\t\t\t\tFrequently Asked Questions\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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About EnergyCloud<\/span><\/strong><\/a><\/h4>\n

How the Service Works<\/span><\/strong><\/a><\/h4>\n

Joining or Leaving the Service<\/span><\/strong><\/a><\/h4>\n

Installation<\/span><\/strong><\/a><\/h4>\n

Using your Hot Water<\/span><\/strong><\/a><\/h4>\n

Costs and Refunds<\/span><\/strong><\/a><\/h4>\n

What will the refund look like on my bill?<\/span><\/strong><\/a><\/h4>\n

Troubleshooting Issues<\/span><\/strong><\/a><\/h4>\n

Your Personal Data<\/span><\/strong><\/a><\/h4>\n

Customer Care<\/span><\/strong><\/a><\/h4>\n

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\n\t\t\t\t\t\t\t\t\tAbout EnergyCloud\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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What is EnergyCloud?<\/strong><\/h3>\n

EnergyCloud Ireland is a charity that uses surplus renewable energy to support households experiencing energy poverty.<\/p>\n

We work with government, local authorities, housing bodies and energy providers to deliver free hot water to homes across Ireland.<\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tHow the Service Works\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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What is the Climote device?<\/strong><\/h3>\n

Climote is a smart device installed in your home.<\/p>\n

It connects to your immersion heater and allows EnergyCloud to switch it on when extra wind energy is available, heating your water for free.<\/p>\n

The device only controls your immersion heater. It does not affect your electricity supply or any other appliances.<\/p>\n

What is surplus energy?<\/strong><\/h3>\n

Surplus energy happens when there is more renewable energy available than the electricity grid can use at that time.<\/p>\n

Instead of wasting this energy, EnergyCloud uses it to heat your water for free.<\/p>\n

How often will I receive free hot water?<\/strong><\/h3>\n

This depends on when surplus wind energy is available.<\/p>\n

When it is available, your water will usually be heated overnight, often between 3am and 7am.<\/p>\n

You will receive a message to let you know when your water is heated.<\/p>\n

What happens if there is no extra wind energy available?<\/p>\n

Your hot water system will continue to work as normal.<\/p>\n

You can use your immersion heater whenever you need hot water.<\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tJoining or Leaving the Service\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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Do I have to sign up?<\/strong><\/h3>\n

No. The EnergyCloud service is optional.<\/p>\n

Can I leave the service later if I change my mind?<\/strong><\/h3>\n

Yes. You can leave the service at any time.<\/p>\n

Contact EnergyCloud and ask us to disable the device remotely, or turn off the device in your home.<\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tInstallation\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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What will the installer do when they visit my home?<\/strong><\/h3>\n

The installer will remove your current immersion switch or timer and install a small control unit on the wall.<\/p>\n

There is no building work required. The installation is straightforward and usually takes about two hours.<\/p>\n

When will the Climote device be installed?<\/strong><\/h3>\n

An installer will contact you to arrange a time that suits you.<\/p>\n

Your device is usually installed within two months of signing up.<\/p>\n

What can I do to prepare for the installer?<\/strong><\/h3>\n

Please do not boost or heat your water the night before installation.<\/p>\n

This helps make sure the installer can test the device properly.<\/p>\n

Where will the device be installed?<\/strong><\/h3>\n

The installer will choose a safe and suitable place, usually in the hallway.<\/p>\n

The device will not be installed in bedrooms or inside hot presses.<\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tUsing Your Hot Water\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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Can I still control my immersion?<\/strong><\/h3>\n

Yes. You can still control your hot water.<\/p>\n

You can turn on your immersion heater whenever you need hot water and choose the times you want to heat your water.<\/p>\n

Do I need to do anything after the device is installed?<\/strong><\/h3>\n

No. The Climote device works automatically.<\/p>\n

When extra wind energy is available, your water may heat overnight.<\/p>\n

We will send you a message to let you know when your water is being heated and when it has been heated.<\/p>\n

Will the device affect my electricity supply?<\/strong><\/h3>\n

No. The device only controls your immersion heater.<\/p>\n

It does not affect your electricity supply or any other appliances in your home.<\/p>\n

Is the device safe?<\/strong><\/h3>\n

Yes. The device is professionally installed and meets electrical safety standards.<\/p>\n

It is designed for safe use in homes.<\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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Will this increase my electricity bill?<\/strong><\/h3>\n

No. Any electricity used to heat your water through the EnergyCloud service is refunded, so your hot water costs you nothing.<\/p>\n

How do I receive my refund?<\/strong><\/h3>\n

Your electricity account will show the usage as normal.<\/p>\n

EnergyCloud tells your electricity provider how much energy was used through the service. Your provider then applies the refund to your account.<\/p>\n

Refunds are usually applied at the start of the following month.<\/p>\n

Refund Tariff<\/strong><\/h3>\n

The retailers which are part of the EnergyCloud program may apply a fixed tariff or payment rate for credits for their own administrative reasons. Where this applies, any credits, payments, or values shown may be based on this tariff rather than the resident\u2019s exact electricity tariff or real-time market rates.<\/span><\/p>\n

How will the refund appear?<\/strong><\/h3>\n

If You are a Bill Pay Customer<\/h3>\n

At the start of the following month, you will see a credit on your electricity bill. This credit covers the cost of heating your water through the EnergyCloud service.<\/p>\n

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If You are a PrepayPower Customer<\/h3>\n

At the start of the following month:<\/p>\n

Smart meter:<\/strong>\u00a0the credit will be added to your meter automatically.
Classic meter:<\/strong>\u00a0you will receive a text message with a top-up code.<\/p>\n

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If you are an Electric Ireland Prepay Customer<\/h3>\n

At the start of the following month, you will receive your refund as a voucher.<\/p>\n

Electric Ireland vouchers must be at least \u20ac10. If your refund amount is less than \u20ac10, it will be added to your next voucher until it reaches the minimum amount.<\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tWhat will the refund look like on my bill?\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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Prepay Power<\/strong><\/h3>\n

If you are a PrePay Power customer, you will receive your refund as a free top-up to your account.<\/p>\n

If you have a smart meter<\/strong>, the top-up will be added automatically. You will receive a text message confirming the money has been added to your balance.<\/p>\n

The message will look like this:
\u201cDear customer, As part of the PrePay Power partnership with EnergyCloud, we have added \u20acXXX to your account balance.\u201d<\/p>\n

If you have a classic meter<\/strong>, you will receive a text message with a top-up code. You will need to enter this code into your meter to add the credit.<\/p>\n

The message will look like this:<\/p>\n

\u201cDear customer, As part of the PrePay Power partnership with EnergyCloud, we have added \u20acXXX to your account balance. Please use this top-up code to add the credit: [CODE].\u201d<\/p>\n

This top-up covers the cost of heating your water, so you receive it for free.<\/p>\n

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SSE Airtricity<\/strong><\/h3>\n

If you are an SSE Airtricity customer, the refund will appear on your electricity bill as a line called \u201cGoodwill Gesture.\u201d
It will show a negative amount, meaning the money has been returned to your account.<\/p>\n

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FLOGAS<\/strong><\/h3>\n

If you are a Flogas customer, your refund will always show on the second page of your bill as a line item called \u2018EnergyCloud\u2019. It will also show details about the units credited, the rate that applied and the amount of the refund.<\/p>\n

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Electric Ireland<\/strong><\/h3>\n

If you are an\u00a0Electric Ireland Bill Pay customer,<\/strong>\u00a0your refund will appear on your electricity bill as a line item labelled \u201cEI\/EnergyCloud Credit\u201d.<\/p>\n

Prepay customers<\/strong>\u00a0will also see the text \u201cEI\/EnergyCloud Credit\u201d on the online portal.<\/p>\n

Your bill may show more than one EI \/ EnergyCloud Credit if the refund covers more than one billing period. VAT is also refunded, and this will appear as part of the total refund.<\/p>\n

Example<\/p>\n

The example bill below is for a customer who is billed every two months. That\u2019s why there are two line items for EI \/ EnergyCloud Credit, for \u20ac7.10 and \u20ac10.82.
The VAT for that total is also refunded, for \u20ac1.61.
Therefore, the total refund is \u20ac19.63.<\/p>\n

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Bord G\u00e1is<\/strong><\/h3>\n

If you are a Bord G\u00e1is customer, EnergyCloud will tell Bord G\u00e1is how much energy to refund to your account.<\/p>\n


Bord G\u00e1is uses your normal tariff rate to calculate the amount. This amount is then refunded to your account.<\/p>\n

You will see this on your bill as a line called \u201cadjustment.\u201d<\/p>\n

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\n\t\t\t\t\t\t\t\t\tTroubleshooting Issues\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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My Climote screen is blank or switched off. Is it working?<\/strong><\/h3>\n

When the device is on, you will see an image of a tank.<\/p>\n

If the screen is blank, the device may be switched off.<\/p>\n

To switch it on, find the black button above the blue boost button on the unit. Press the black button firmly so it stays in.<\/p>\n

I am having problems using my Climote app. What should I do?<\/strong><\/h3>\n

Please visit the FAQ section on the Climote website for help with the app and device settings.<\/p>\n

Climote FAQ<\/a><\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tPersonal Data\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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What happens to my personal data if I sign up?<\/strong><\/h3>\n

We need some basic information so you can receive free hot water through the EnergyCloud service.<\/p>\n

We use this information to operate the Climote device, heat your water for free, arrange refunds with your electricity provider, and send you messages when your water is heated.<\/p>\n

Your information is kept secure and is only used to operate the EnergyCloud service.<\/p>\n

I have changed my electricity provider. What should I do?<\/strong><\/h3>\n

Please contact us at\u00a0support.ireland@energycloud.org<\/a><\/strong>\u00a0and tell us your new electricity provider.<\/p>\n

This helps us make sure you continue to receive your refunds.<\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tCustomer Care\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t
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We\u2019re Here to Help<\/strong><\/h3>\n

Have a question about EnergyCloud?
Need support, guidance, or simply want to learn more about what we do?<\/p>\n

Our team is always happy to help and would love to hear from you.<\/p>\n

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Contact Support<\/strong><\/h3>\n

Email:<\/strong> support.ireland@energycloud.org<\/a><\/p>\n

\ud83d\udd58 Office Hours:<\/strong>
Monday \u2013 Friday
09:00 \u2013 17:30<\/p>\n

(Closed on bank and public holidays)<\/em><\/p>\n\t\t\t\t<\/div>\n\n\t\t\t\t

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