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EcoFlex: Troubleshooting guide

Communication errors

If a communication error is shown in the Devices tab of the EcoFlex app, this usually means that SmartShift automation has lost connection to your inverter. In most cases, communications issues only last for a short time before we can reconnect with the inverter.

Please be assured that SmartShift will never switch off your battery system or take your inverter fully offline.

If you're unsure whether the issue is caused by SmartShift, a helpful first step is to turn off the automation. If the error continues after doing so, it’s likely related to your solar generation or battery system rather than SmartShift.

Smartshift errors

If you believe SmartShift may be causing an issue, please try the following checks before getting in touch with our support team.

1. Check your wi-fi connection

SmartShift relies on a strong and stable WiFi connection to communicate with your system and optimise your battery.

  • If your WiFi is weak or unstable, try moving your router closer to the inverter or use a WiFi extender to improve coverage.

  • If you’ve recently changed your WiFi name, password or router, please make sure your inverter has been updated with the new details. If you're unsure how to do this, your installer will be able to help.

2. Check whether your battery or inverter is offline

Even with a good WiFi signal, your inverter may go offline if there’s a fault with the communications module or the inverter itself.

You can check the status by logging into your inverter or battery’s mobile app or web portal:

  • Look for connection or system status indicators.

  • Check whether data (such as solar generation or battery activity) is still being reported.

Our team is always happy to advise on whether the system issue is due to a device or SmartShift error, but in some cases, we may not be able to resolve it without help from your installer or manufacturer.

Enrolment or SmartShift Automation errors

These situations may indicate an issue with SmartShift or the onboarding process:

  • A large discrepancy between the battery data shown in your system’s app and the EcoFlex app, especially if multiple devices or mixed brands are installed.

  • The battery capacity shown in EcoFlex does not match your actual battery size.

  • You have multiple devices from different brands, and commands or curtailment consistently fail.

  • You have both solar and a battery installed, but only the solar device appears in the EcoFlex app.

  • Your battery is locked from charging/discharging but switching off SmartShift does resolve the issue.

Home Generation or Battery System errors

It can be difficult to work out whether an issue is related to SmartShift or to your home generation and battery system.

Some problems are most likely to be related to your generation system. Please contact the manufacturer or installer for help with the following:

  • Your system is offline in both your inverter/battery app and the EcoFlex app. 
    Note: SmartShift cannot remotely switch off your system.

  • Your import or export limits are incorrect. These are usually set in your inverter/battery app and will sync automatically to EcoFlex once corrected.

  • You have multiple batteries and notice intermittent dropouts or fluctuating maximum capacity - usually caused by communication issues between batteries.

  • Your battery charges or discharges when SmartShift has been switched off for more than 30 minutes and there are no price spikes. Check that any time‑based controls or schedules in your battery app are disabled.

  • Commands behave unexpectedly (e.g., discharging instead of charging), or discharge works sporadically. Please ensure your system firmware is fully up to date.

  • Your battery is locked from charging/discharging, and turning off SmartShift does not resolve the issue.

  • After a power cut, the battery did not provide backup power to your home.

  • Your minimum reserve level for self‑consumption is being ignored even though it is fixed in both the battery app and EcoFlex.

If you need more help, please get in touch with our support team by emailing ecoflex@ecotricity.co.uk or calling 0345 266 7663 (Monday to Thursday 8:30am – 5pm and Friday 8:30am – 4pm).