Placing an order
How can I order a Voltaware sensor?
You can only order a Voltaware Single-Phase sensor on this website. Go to Order Now to get your Voltaware sensor.
Do I need an email address to order?
Yes, your Octopus email address is required to place the order and receive the tracking information once your order has been confirmed.
Do I have to be an Octopus customer to order Voltaware?
Yes, Voltaware is available through our trusted network of utilities; you can only benefit from this discounted offer if you are an Octopus customer.
I've ordered online, how can I check that my order has gone through?
Once your online order has been placed successfully, a confirmation message will be displayed on your screen and you will receive a payment confirmation email at the address provided during payment.
How do I know if my order has been delayed?
If you have placed your order online, you should receive a confirmation email that includes the delivery date and a tracking number. If there is any delay beyond the date quoted in the confirmation email, please contact us at firstname.lastname@example.org.
Is the payment portal secure?
At Voltaware, we take your safety and security very seriously. Our website meets all the highest industry standards, and it's designed to keep your data private and protected at all times through the use of McAfee Secure.
Which cards do you accept?
We accept all the major credit and debit cards that are able to perform payments in British Pounds (GBP). If you are using a suitable card and the payment is still not going through, please contact email@example.com.
Why is my payment not accepted?
Please ensure that your name and billing address are entered exactly as they appear on your debit or credit card statements. If you are still experiencing any problems, please email us at firstname.lastname@example.org.
I am unable to pay for the order on the platform, can I order it directly from Voltaware?
No, you are not currently able to place orders directly from Voltaware. Please reach out to us if you have any technical difficulties during the payment process by sending an email to email@example.com.
Does Voltaware charge a subscription fee? Will it charge at some point?
Your first 24 months has no subscription fee. After this period we will email you to renew a subscription at £24 a year. If you choose not to subscribe for full energy insights, you will still have access to the app's live screen as well as monthly reports. See our full Terms and Conditions here.
How and when will my Voltaware sensor be shipped?
The Voltaware sensor will be shipped through Royal Mail within 2 business days after your order has been confirmed.
How can I track my order?
You will receive an email with tracking details once the order has been shipped.
What should I do if my sensor is damaged?
You should email firstname.lastname@example.org with pictures of the damaged sensor. Our support team will check the status of your sensor and advise further on getting a replacement. However, if the sensor has not been installed by a certified electrician and was damaged during the installation, your warranty will be invalidated. Please refer to our Terms & Conditions for more information.
Can I install the Voltaware sensor myself?
Although installation of the sensor may seem straightforward (see https://voltaware.com/support/materials) please ensure that it is installed by a qualified electrician. If you choose to install the sensor yourself, you will be doing this entirely at your own risk. Please consult our Terms & Conditions for more details.
Does Voltaware work with installers?
Voltaware has a list of recommended installers depending on your UK region. You will receive a list of suggested installers after your order has been confirmed. This list is updated regularly and is provided only to customers who have completed a purchase from Voltaware. Please check Installation for more information.
Does Voltaware cover installation fees?
No, Voltaware does not cover installation fees.
What happens if my Voltaware sensor fails during installation?
If you have installed the sensor yourself and it fails during the installation, the one year warranty will be invalidated. If the sensor has been installed by a certified electrician and has failed during the installation, please email us at email@example.com with clear pictures of the sensor, explaining what happened. Our support team will review the pictures and get back to you as soon as possible.
Which are the technical support working hours?
Voltaware business hours are Monday - Friday, 9a.m. to 5p.m. (GMT).
How does Voltaware use my data?
Will Voltaware work outside of the UK?
The sensor and the Voltaware App work from anywhere in the world as long as you have an internet connection and the sensor is connected to it. However, the Octopus Smart Energy integration is optimised for the UK.
Can I still use Voltaware if I am no longer with Octopus Energy?
You can keep using Voltaware and will still have access to the app's live screen, as well as monthly reports. However, you won’t have access to the Octopus Smart Energy Platform.
What happens when I move home?
You will have to uninstall the sensor and reinstall it in your new home. If you are unsure on how to do this, please send us an email at firstname.lastname@example.org.
Refund & Return Policy
What is the Voltaware Return Policy? How can I return the sensor?
Although we hope that you will never need to, you have the right to cancel at any time from the moment you place your order, and up to 14 days from the day you receive your Voltaware sensor. You need to notify Voltaware of your wish to cancel your order within this time period by emailing email@example.com. You then have a further 14 days from the date you notify Voltaware of your cancellation to return the Voltaware sensor. The return request is not eligible in the following scenarios:
- Any damage to the box or to the sensor.
- The sensor is not in its original condition.
- The sensor is returned without its original package and items included with the sensor at the time of delivery.
- The warranty period is invalidated.
If your return meets the conditions above, please send your sensor in its original package exactly as you found it at the time of delivery. For more information please refer to our Terms & Conditions.
How long is the Warranty?
For more information on our warranty policy, please find our full Terms & Conditions.
How can I get a replacement?
A replacement can only be provided in case of a failure of the product, which is covered by the warranty at no extra cost to you. If the warranty period has elapsed, you will not be refunded and will have to buy a new sensor.
Do you refund original postage charges?
You will be responsible for the postage costs in returning the equipment, unless the equipment is faulty, in which case we will pay the costs of return postage.
Please consult our Terms & Conditions for additional details.