Frequently asked questions
Here you will find answers to the questions we are asked most often. Click a question to open the answer.
Portal & app
How do I log in?
Open portal.soltegra.io and log in with your email address and password. If your account is linked to Google, you can also use Sign in with Google. All the steps are described in Getting started.
Is there an app for my phone?
Yes, for Android. You download the app directly: App for Android. The app for iPhone and iPad is not available yet; the login page shows a notice when you tap App Store. Until then, open the portal in Safari and add it to your home screen via Share → Add to Home Screen. More under Downloads & Links.
I have forgotten my password. What now?
On the login page, click Reset password and enter your email address. You will receive an email with a link where you can set a new password. Check your spam folder if necessary. See Forgotten your password?
How do I change my password?
There are two passwords:
- Portal password (for the portal and the app): change it via Reset password on the login page, even if you still know your old password.
- SOLIO password (for logging in directly to the SOLIO on your home network): change it under Profile → System Settings → System profile → Password Management → Change Password.
Important: Change Password in the system profile does not change your portal password. More under Passwords.
Can I view my system without internet?
Yes, at home on your own network. Enter the address of your SOLIO in your browser and log in with the SOLIO password. The factory defaults are owner (owner) and user (view only). It is best to change the default password straight away. The instructions are under At home without internet.
How do I find the address of my SOLIO on my home network?
The easiest way is the device list of your router, for example under Home Network → Network on a FRITZ!Box. While you are logged in to the portal, you can also find the current address under Profile → System Settings → Network configuration, see Network configuration.
I have several systems. How do I switch between them?
Use the All systems menu item. It lists all systems in your account; click one to open it. See Choose your system.
Which languages is the portal available in? Is there a dark design?
The portal is available in German, English, Czech, Dutch, Spanish, French and Japanese. You set the language and design (Light, Dark or System) on your user page, see Language, design and new UI.
Can I look at the portal before I have a SOLIO?
Yes. Demo access on the login page opens an example system.
Understanding the values
What is the difference between kW and kWh?
kW is the power at this moment, like the speed of a car. kWh is the amount of electricity over a period of time, like the distance driven. The cockpit shows live kW, while the history and your electricity bill show kWh. See kW and kWh.
What do self-sufficiency and self-consumption mean?
- Self-sufficiency: the share of your consumption that comes from your own electricity. 100 % means no electricity from the grid.
- Self-consumption: the share of the solar power you generate that stays with you instead of flowing into the grid.
More under Self-sufficiency and Self-consumption.
Why am I drawing electricity from the grid even though the sun is shining?
If your home needs more electricity than the system is generating and the storage system cannot close the gap, the rest comes from the grid. Small values of a few watts are normal, because the control always lags slightly behind. See The cockpit.
Why does generation show 0 kW at night?
Without sunlight, a solar system does not generate electricity. Your home is then supplied from the storage system and, once it is empty, from the grid.
How up to date are the values in the portal?
The values in the cockpit are updated continuously, usually every second.
Why do the values differ from my electricity meter?
Your SOLIO measures very accurately, but not with a calibrated billing meter. Small differences from your grid operator's meter are therefore normal. The grid operator's meter is always the one used for billing.
Where can I see earlier days, months or years?
In the History. There you choose a day, week, month, year, the total or your own period. See History & analysis.
How do I download my data?
Open Your Energy Journey → History → Export, choose the period and download the data as an Excel file. See Export your data.
Can I receive a summary by email?
Yes. With energy reports you receive a PDF with your key figures daily, weekly or monthly. See Energy Reports.
Storage system
Why does my storage system never get completely full or completely empty?
Many storage systems hold back a small amount to protect the battery. If an emergency power reserve is set, that share also stays in the storage system for a power cut. See Storage system and Emergency power.
What does "lasts until ~01:45" next to the storage system mean?
It is an estimate of how long the current charge will last at your current consumption. If your consumption changes, the time changes too.
Why is my storage system charging from the grid?
There are three common reasons:
- Dynamic electricity tariff: if you use this app, your SOLIO deliberately charges the storage system from the grid during cheap hours. The schedule shows when this is planned.
- Emergency power reserve: if the reserve is set to be maintained from the grid, the storage system recharges when it falls below the reserve.
- Battery protection: if there is no sun for a long time, the storage system recharges a little from the grid so that it is not discharged too deeply.
Will my storage system be damaged if there is no sun for a long time?
No. When everything is working normally, the storage system automatically recharges a little from the grid when needed, protecting itself from deep discharge.
Will my storage system supply me during a power cut?
That depends on your storage system and the installation. Not every system is designed for emergency power. Your installer can tell you whether yours is. See Emergency power and emergency power reserve.
Can I extend my storage system later?
Many storage systems can be extended with additional modules. Your installer can tell you whether and how far this is possible for your model.
Does my storage system need maintenance?
No maintenance is mandatory. We do, however, recommend an inspection by a qualified electrician: every four years for private households and every two years for businesses.
What happens to the storage system at the end of its life?
Storage batteries must not be thrown away with household waste. Take-back is free of charge for you as an end customer. Ask your installer to arrange collection.
Faults
The portal shows my system as offline. What can I do?
Your system usually keeps working normally; only the display in the portal is not up to date. Proceed as follows:
Reload the page after about 10 minutes. Short interruptions often resolve themselves.
If the blue LED on the SOLIO is lit, it has power. If it is not lit, contact our service team.
Switch off the SOLIO's circuit breaker or unplug its power supply. After 10 seconds, switch it back on or plug it back in, then check the portal after about 5 minutes.
Check that your router is connected to the internet and that the network cable to the SOLIO is firmly plugged in. Wi-Fi repeaters and powerline adapters are common sources of trouble.
If none of this helps, email us at service@soltegra.io. Sometimes a firewall blocks the connection; we can help you with that.
Does my system keep running if the internet goes down?
Yes. Your SOLIO controls your system on site, even without internet. Only the display in the portal and the app is out of date for that time. At home you can access your SOLIO directly.
There is a yellow or red symbol at the top right. What does it mean?
That is the system status. Yellow is a notice or warning, for example a device that briefly does not respond; this usually resolves itself. Red is a fault. If it persists, please inform your installer. Click the symbol to see which device is affected. See The system status.
How can I find out about faults without checking the portal?
Switch on notifications. You will then receive an email if your SOLIO has no connection for a longer time or if a fault persists. See Notification.
Values are missing in the history. Why?
If your SOLIO had no internet connection for a while, it could not send any data to the portal during that time. Your system still kept working normally.
The portal does not show everything or looks odd.
Reload the page (on a computer, press F5). If that does not help, clear your browser's cache and log in again.
How do I keep my SOLIO up to date? And how do I restart it?
You will find both under Profile → System Settings → SOLIO System. An update takes up to 10 minutes. Only restart your SOLIO when necessary, for example if your installer asks you to. See Update and restart.
Apps
What is the App Center?
The App Center lets you add new features to your SOLIO, for example for a charging station or a dynamic electricity tariff. Most apps are set up by your installer; paid apps need a licence key. See App Center.
How do I charge my electric car with solar power?
With the app for your charging station. In the PV Surplus charging mode, your car only charges with solar power that your home does not need right now. If you are in a hurry, choose Fast Charging. See Charging station.
What are the benefits of a dynamic electricity tariff?
With a dynamic tariff, the electricity price changes over the course of the day. With the Dynamic electricity tariff app, your SOLIO charges the storage system when prices are low and saves stored electricity for expensive hours.
What is the difference between grid-optimised charging and a dynamic electricity tariff?
Grid-optimised charging spreads the charging of your storage system over the day so that your system feeds into the grid more evenly at midday. The dynamic electricity tariff follows electricity prices. Grid-optimised charging is now part of the Dynamic electricity tariff app. See Grid-optimised charging.
How can I use surplus solar power for hot water or heating?
With a heating element in your hot water tank, or a heat pump with SG-Ready or EEBUS. Your SOLIO then switches them on or up when there is enough solar power left over.
Does my device work with the SOLIO?
You will find an overview under Supported devices. If your device is not listed, ask your installer or us.
Account & privacy
Who may change things in my system?
This is governed by roles: a Guest can only view, an Owner may also change settings and use apps, and the Installer takes care of the technical settings. You can see your role on your user page under Access level. See Who may do what?
Can another person access my system?
Yes. Each person gets their own account with their own role and notifications. Please contact your installer or our service team. See Several people, one SOLIO.
How do I change my contact details?
Open your user page via Profile and click Edit next to your contact details. Click Save to apply the change. See Your user account.
Who can see my system data?
The accounts assigned to your system, for example your own and your installer's, as well as our service team. How we handle your data is described in our privacy policy (in German).
I would like to delete my account or have questions about my data.
Email us at service@soltegra.io.
Your question was not answered?
For questions about your system on site, your installer is usually the quickest person to help. For anything to do with the portal, the app and the SOLIO, you can reach our service team at service@soltegra.io. You will find more links under Downloads & Links.