Getting help¶

Inside the app¶

A guided tour runs on the real screens and covers the whole path from an empty simulation list to a finished result. Open the profile menu in the top right and choose Run your first simulation.

Troubleshooting¶

Check you are using the email address your account was created with — there is no separate username.

If you have never signed in, you have no password yet: your welcome email carries a link to choose one. That link works once and expires, so if it has been sitting in your inbox a while, use Forgot your password? on the sign-in page instead — it gets you to the same place.

If your account has been suspended you will be told so; your organisation admin can reactivate it. Otherwise use Forgot your password?.

I cannot see a colleague's simulation¶

Simulations are private by default. Whoever created it needs to set its visibility to Shared before it appears for anyone else.

If it should already be shared, check you are not filtered to a folder — clear the filters on the Simulations page.

My CSV upload failed¶

The file must be a CSV under 10 MB with at least vendor and model columns. UTF-8 is safest. We detect commas, semicolons and tabs, so an unusual delimiter is rarely the cause — but if the mapping screen shows data in the wrong places, the header row is the first thing to check.

The template linked on the upload screen is already in the expected shape. See Importing from CSV.

My simulation is stuck processing¶

Runs usually finish in a few minutes. If one is still processing after an hour it is cancelled automatically and your credits are returned — you do not need to do anything to recover them.

If runs are consistently taking that long, tell us.

Some servers show a U grade¶

We could not rate that hardware, most often because the vendor, model or CPU does not match anything we know. Check those fields for typos. See Reading your results.

I do not have enough credits¶

Each target costs one credit per run, so five targets cost five credits. A Discovery run is a flat one credit.

If your organisation has self-service purchasing enabled, buy more from the credits page. Otherwise ask your organisation admin, who can allocate credits to you or top up the shared pool. See Credits and billing.

A run failed but I was not charged¶

That is deliberate. Credits for failed targets are refunded automatically — the whole lot if every target failed, or just the failed ones if some succeeded. You are never charged for analysis that produced nothing.

I get a 403, or a feature is missing¶

Not every module and feature is enabled for every organisation. The Estate module in particular is off unless your organisation asked for it. Ask your administrator.

Something failed with an error message¶

Error messages appear at the top of the page or beside the field concerned. The usual causes are a duplicate name, a required field left empty, or a value in an unexpected format. Read the message, correct it, and try again.

Reporting a wrong result¶

If a result looks wrong, check these first — they account for most of it:

Are any specification lines still flagged as unconfirmed? See Specifications.
Did the run use your energy price, or our default? The report says which.
Was the whole estate imported? Compare the line count against your source file.
Are many lines showing a U grade? Those contribute nothing to the energy figure, so the result will understate both sides.

If it still looks wrong after those, send us the simulation name and what you expected to see.

Contact us¶

Email [email protected].

To get a useful answer quickly, include:

What you were doing, and what you expected instead.
The name of the simulation, if it concerns one.
Your organisation name.
The address of the page, and anything the error message said.

Please do not send account passwords. We will never ask for one.

For account matters — password resets, role changes, credit allocations, suspensions — your organisation administrator can act faster than we can.

Terms, privacy and acceptable use¶

Four pages sit outside the app and need no sign-in: Privacy, Terms, Cookies and Acceptable use. They are linked from the footer and from the sign-in page.

Between them they cover what we hold, how long we hold it, what we do with it, and what the service may be used for. If you need a copy for a procurement or security review, or a question answered that they do not settle, ask us.

Something in this guide is wrong¶

Tell us. This guide is maintained alongside the application itself, so a correction can ship with the next release.

Feature requests are welcome too.