FAQ

1. Voordelen

2. Producten en diensten

How and when can I cancel my subscription?

You can cancel your subscription monthly by sending a letter of e-mail (goodbye@hello-energy.com). For services for which we agreed on a set time, you can cancel by the end of the contract.

Where can I show hello energy?

Wherever you want! hello energy sends feeds to all kinds of devices, like screens, touch screens, video walls, tablets, laptops, and smart phones. Click here to find our more about our packages, or contact us to discuss your plans.

Which additional products and services do you offer?

We offer a complete spectrum of products and services to unburden our clients, like narrowcasting, submetering, indoor climate sensors, API connections and renewable energy purchasing.

Which packages do you have?

hello energy is an online application that is accessed via subscription. We call it Software as a Service (Saas).

We offer several packages, in which the hello energy software is combined with other products and services, like screens and data connections. Click here for our current pricing.

How do I cancel my subscription?

We’re sorry to see you go!

If you’d like to stop using hello energy, we’d love to know why. According to the small print, you can quit your subscription at any time, but you will be billed per month. In some cases, we’ve made a different agreement for a set amount of time. In that case, you’re stuck with us until your contract ends.

Unsure about your specific situation? Check your order form or send us an e-mail.

3. Certificeringen

How does hello energy help engage tenants?

  • Tenant engagement to your sustainable policy is more and more important. hello energy helps you strengthen the engagement of tenants and other stakeholders. The possibilities are endless. What about:
    • providing tenants with access to hello energy, so they get insight into their energy usage, benchmarks, tips to save energy, and news about sustainable legislation
    • showing information on the building and sustainability, energy data, tips, and fun facts on devices like screens, tablets or touch screens
    • informing tenants on energy usage, tips and fun facts via our quarterly e-mail

Does hello energy improve my GRESB score?

hello energy helps improve your portfolio’s sustainability. Specifically, you will earn points on these parts of the GRESB assessment:

  • Stakeholder engagement: you activate tenants and your buildings’ visitors
  • Performance indicators: you measure your buildings’ performance
  • Monitoring and energy management system: using our system, you monitor and manage all of your portfolio’s energy data
  • Governance and communication: you structure your sustainable information and communicate through various devices

4. Data

Which data connections are possible?

We work with a lot of standard data connections that are ready for use. There are API-connections to main meters, sub meters, building management systems, gateways and LoRa. We connect meters for electricity, solar, wind, electrical vehicles, batteries, gas, heat, cold, water, and sensors for indoor climate, particulate matter, VOCs, and occupancy. Can’t find the deata connection you’re looking for? Give us a call or send us an e-mail.

 

How does hello energy get data from energy suppliers and providers?

hello energy visualizes all kinds of data, like electricity, water, indoor climate, and occupancy. All data is explicitly made available by clients for use within our application. The data comes from main meters, via a utility or energy supplier, from submeters via building management systems, gateways, GSM-routers or sensors (Internet of Things) via various protocols.

How does hello energy handle data?

hello energy collects data on energy and sustainability. We use this data to provide you with an interesting product. We save the data for as long as you wish for us to provide our services. Read on here for more information.

5. Storingen

The screen is white.

You probably don’t have an internet connection. Contact the party who provided your internet.

The screen is black.

  • Is your screen on? If not: turn it on using the remote or the button on the side or bottom of the screen.
  • Did you select the right source? You can check this using the Source button, or Home button on your remote. The right source is usually either HDMI 1 or PC.
  • Still no visual? Check if all power plugs are connected to a socket and firmly press down on all cable connections.

The screen turns off at the wrong time.

The TV’s settings might be off. Check the settings by clicking Home or Menu on your remote and choosing Settings. No problem there? Contact us so we can check your media player’s settings remotely. No luck changing the settings? Your remote’s buttons might be blocked. Contact us to fix it.

The screen turns on/off and hour to late/early.

Check the time settings using your remote. They are probably still/not yet on daylight saving-time. Depending on the screen and media player, it might not change automatically.

My screen shows dated news and/or public transport departure times.

Is your playlist still running, but the slides showing news and public transport departure times are no longer up to date? You’ve probably lost your internet connection. Check the screen’s internet connection by clicking Home on your remote. In the following menu, choose Settings > Network settings. Set up your internet connection. When this works, go back to Home and click URL-launcher to refresh the playlist.

My screen says “no input” or “no signal”.

The TV might be set to the wrong source. Check the source using Source or Home on your remote. The right source is usually HDMI 1, but can also be PC.

My screen doesn’t show data.

There are possible causes for this. Please contact us, so we can investigate.

I want to add memos/my own content to the screen.

Depending on the product you purchased, adding your own content is included. If it is, you can use our content management system. Would you like to add videos or other specific media? Contact us.

My images are blurry.

Use photos with a resolution of at least 1920 x 1080 pixels for a full-screen image. A lower resolution will result in blurrier photos.

We had a power outage. What do I need to do to get the screen up and running again?

 

  • Turn both the TV and the media player off. The media player is the small, black appliance behind your screen.
  • Turn on the television first, followed by the media player. This will cause the media player to start booting up. No visual yet? Check the source of the screen. See also: My screen says “no input” or “no signal”.

My screen stopped working and I tried to fix it myself. But how do I show the playlist? I do have a working internet connection.

Click Home on your remote and click URL-launcher to refresh. This should show the playlist again.

6. Privacy

How do you protect my data?

All data provided to hello energy is treated with utmost care, according to all applicable current European (EU) and national legislation. hello energy takes great care to provide clear documentation, which shows all rights and obligations for both hello energy and its clients. Our contracts show clearly how we process your data. When it comes to personal data of users, the client is legally responsible. Because of that, it is of great importance to read our documentation carefully. Click here for more information.

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