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stolen time
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October 17, 2023
Solved

Kaluza app not accepting new Economy 7 tariff

  • October 17, 2023
  • 7 replies
  • 256 views

I used to be able to enter new rates for my Economy 7 tariff into the Kaluza app on my Windows computer, but the app fails when I try now - I can bring up the page showing two time periods, but the app will not allow me to edit the “start time” field, neither on Chrome nor on Firefox.  The same problem on my Android phone.  However, I find that if I use my (rather old) iPad and try using the Safari browser, then a clock-shape widget pops up when I tap on the “start time” field, and it works!

Is it some peculiarity of my systems, or do other people see the same problem? 

Best answer by stolen time

Updated on 21/02/24 by Emmanuelle_OVO:

If you’re having issues with the Kaluza App after deleting and re-downloading the App, please reach out to support@kaluza.com. If you’re having issues with the Charge Anytime App, please contact chargeanytime@ovo.com. 

Hi @Abby_OVO,  I have managed to get the details submitted - it turns out the Kaluza page works when I use a Safari browser on an out-of-date iPad! 

I have also opted for Charge Anytime, which should mean I don’t need to enter tarriff details into the Kaluza app again.  But I have checked and the problem hasn’t gone away.  Unless it’s something specific to my system (which seems unlikely because it still occurs on my Windows system at home and also on my Android phone using 4G) I would hope it’s going to be fixed.

Worryingly, I have found that e-mails sent to support@kaluza.com redirect to smarthome@ovoenergy.com, but that’s the support team at Ovo and they have responded helpfully [## 25366 ##] but they don’t support the Kaluza app.  They have suggested I instead use the form at https://info.kaluza.com/contact-us to contact Kaluza, and the current status is that I’ve done that and am waiting for a response.

 

7 replies

Blastoise186
Super User
Blastoise186Super User
Super User
October 17, 2023

Hey @stolen time ,

Thanks for the heads up! Could you pop an email over to smarthome@ovoenergy.com as well? If you let that team know, they can probably help fix this. :)

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    stolen timeAuthor
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    October 17, 2023

    I tried contacting smarthome but I may have been misunderstood - the response was that I should contact support@indra.co.uk.  I’ll try again.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 18, 2023

    Hey @stolen time,

     

    Are you able to upload a screenshot that shows the ‘fail’ message? 

     

    I’ll then raise this feedback internally 🙂

    Renewable Energy? Big Fan.
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    stolen timeAuthor
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    October 18, 2023

     Thanks @Emmanuelle_OVO.  There is no error message, the app page just does not respond when I click on any of the “Start Time” fields: no clock widget pops up, and the cursor doesn’t move into it either.  The page as a whole isn’t frozen, other fields on the same page allow data entry as usual.

    Here is a screenshot of the webpage where the problem occurs, this one is using Chrome on Windows 10.  I hope it helps...

     

    Tim S

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 19, 2023

    Hey @stolen time,

     

    Many thanks for the photo, I’ve fed that back internally 😊

    Renewable Energy? Big Fan.
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    October 26, 2023

    Hey @stolen time 

     

    Did you manage to get the tariff details submitted onto Kaluza?

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    stolen timeAuthorSolved
    Rank 1
    October 27, 2023

    Updated on 21/02/24 by Emmanuelle_OVO:

    If you’re having issues with the Kaluza App after deleting and re-downloading the App, please reach out to support@kaluza.com. If you’re having issues with the Charge Anytime App, please contact chargeanytime@ovo.com. 

    Hi @Abby_OVO,  I have managed to get the details submitted - it turns out the Kaluza page works when I use a Safari browser on an out-of-date iPad! 

    I have also opted for Charge Anytime, which should mean I don’t need to enter tarriff details into the Kaluza app again.  But I have checked and the problem hasn’t gone away.  Unless it’s something specific to my system (which seems unlikely because it still occurs on my Windows system at home and also on my Android phone using 4G) I would hope it’s going to be fixed.

    Worryingly, I have found that e-mails sent to support@kaluza.com redirect to smarthome@ovoenergy.com, but that’s the support team at Ovo and they have responded helpfully [## 25366 ##] but they don’t support the Kaluza app.  They have suggested I instead use the form at https://info.kaluza.com/contact-us to contact Kaluza, and the current status is that I’ve done that and am waiting for a response.

     

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