{"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":"2026-05-12T10:47:45","modified_gmt":"2026-05-12T10:47:45","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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\n\t\t\t\t\t\t\t\t\tCosts and Refunds\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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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

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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