Support
Talk to a person.
If your hot water is not behaving as you expect, tell us and we will look at your controller's actual state rather than guess.
Safety first, and then us.
- We will never ask you for a password, a one-time PIN, or your banking details.
- Our installers carry identification and will show it. If someone will not identify themselves, do not let them in and contact us.
- If you smell burning or see water around your distribution board, switch off at the main switch and call an electrician before contacting us.
Before you contact us
Five things that answer most calls
Open the app and read the state
Heating, Holding, Paused for grid event, Boosting, Solar diverting, Power off in your area, Offline or Fault. Those eight words are the whole vocabulary, and the right one tells you most of what you need to know.
If it says Paused for grid event
The app shows the time the event ends. Press boost — it will be queued and start then, and the app will tell you the start time rather than leaving you guessing.
If it says Power off in your area
Your supply is down; the geyser is off for the same reason your lights are. Heating resumes on its own when supply returns. Nothing needs to be done.
If it says Offline
The controller has lost contact with us. It carries on with the schedule it has, and after that expires it returns to ordinary heating. Tell us, and we will look at when it was last heard from.
If the water is genuinely cold and the app says Holding
That is the case worth telling us about, because it means the estimate of your tank is wrong. Press boost so you have hot water, then contact us — we can read what the controller actually did.
How to reach us
Two routes, and one is faster
In the app
Settings, then Support — the fastest route, because we can see your device state alongside your message.
There is no telephone support line at this stage of the programme and we would rather say so than publish a number that rings unanswered. Email reaches a person.
To check whether somebody at your door is genuinely one of ours, use the installer check. To leave the programme, use the app — settings, then withdraw — or write to info@powersync.co.za.
Common questions
Answered plainly
Will I run out of hot water?
You set a level your hot water should not drop below, and the controller heats to keep it there. Peak windows are a few hours long, and a well-insulated geyser holds heat through them. If you need water sooner, press boost.
Can I say no?
Yes. Taking part is voluntary. You do not have to give a reason to decline, and if you enrol and change your mind you can cancel — within seven days of enrolling online under the Electronic Communications and Transactions Act, or within five business days if you signed up at your door. After that you can still leave at any time from the app.
What does it cost me?
Nothing. There is no charge for the controller, for fitting it, or for using the app.
Do I get paid?
Not at present. The saving from shifting load sits with the municipality, which is why the equipment and fitting cost you nothing. If a reward is introduced later we will say so plainly, and we will not backdate anything or make claims about money before it exists.
Who comes to my house, and how do I know they are genuine?
A registered person doing electrical work, carrying identification. You can check an installer on this site or by contacting us before you let anyone in. Nobody should ask you for payment, for a password, or for your banking details.
What happens during load-shedding or a power failure?
Nothing different from any other appliance — the geyser is off because the power is off. The app shows this as a power outage in your area, not as a grid event and not as a fault.
What if the controller loses signal?
It is designed so that losing contact with us returns your geyser to normal heating rather than leaving it switched off.
I have solar PV. Is this still useful?
Yes, and it is where the controller does its most interesting work: heating water while your panels are producing more than the house is using, instead of exporting it or drawing from the grid in the evening.
I have a solar water heater or a heat pump. Does this apply to me?
If the system still has an electric element fed from your distribution board, it can usually be controlled. If your water heating is not electric at all, this programme is not for you.
What data do you collect, and who sees it?
Electrical measurements from the controller, the state it reports, and the account details you give us when you enrol. It is used to run the programme and to verify the load reduction. Municipalities receive aggregated results, not your household's data. The privacy notice sets this out in full.
Can I keep my geyser timer?
A separate timer can fight the controller and leave you without hot water when you expect it. Tell the installer if you have one and they will advise.
How do I leave?
Open the app, go to settings, and choose to withdraw. We arrange for the controller to be removed or disabled at no cost to you.