Step-by-step guide
10 minutesBills or savings look different than expected
Separate billing, usage and system-performance factors before requesting a review.
Need the SOFAR monitoring app? Open the app articleBefore you start
Have the current bill, a comparable earlier bill and your retailer tariff name ready.
- 01Compare bills with a similar number of days and season. Weather, winter solar and heating or cooling loads can materially change results.
- 02Check whether your usage tariff, feed-in rate, daily supply charge or controlled-load rate changed.
- 03Review daily consumption for new loads such as an EV, pool, electric hot water, heating or air conditioning.
- 04Confirm monitoring is current and look for unusually low solar production or battery inactivity across several comparable clear days.
- 05Create a ticket with the bill period, retailer, tariff and screenshots if the change cannot be explained.
ImportantEsena can review system behaviour, but your electricity retailer controls billing, tariffs and meter data.