Ivy Resident Support Center

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IvyDual FAQs

Once I enroll and sign the Solar Lease Addendum, what should I expect next?

  1. Enter the email address you included in the Solar Lease Addendum. 
  2. Select your energy provider from the dropdown. 
  3. Enter your utility username and password. Ensure that you have your utility account credentials handy. If not, don't worry. 
  4. Type in your name for the digital signature and click the "Authorize" button.
  5. The validation process may take 1-2 minutes. Once it goes through, you will see an Authorization Confirmation on your screen.


Why does Ivy need access to my utility data?

  • Ivy needs access to your consumption data and your utility bill costs in order to appropriately calculate your cost for the solar energy consumed as well as your savings allocated from solar. Without access to your account, Ivy cannot complete your enrollment in the solar program since we require this data to generate your monthly Ivy Solar Bill. 


What happens if I do not provide Ivy with access to my utility data?

  • If Ivy Energy is not granted access to your utility data, a solar bill cannot be produced and therefore your enrollment in the solar program will be canceled. 


Will my utility data be shared with any other companies?

  • No, your utility billing and consumption data will be kept private and will not be shared with any company outside of Ivy Energy or your property manager. Ivy will also comply with the privacy terms in your lease agreement with your property manager. 


What if I'm enrolled in a special rate program like CARE, FERA, or Medical Baseline?

  • If you qualify for a utility rate program such as CARE, FERA, or Medical Baseline Discount, you will still receive your special rate discounts on your grid electricity usage.


How does my bill payment work?

You will receive two bills for your electricity:

  1. Ivy Solar Bill: this bill will be sent to you by Ivy for your solar-powered electricity usage. Wherever you pay your rent is where you will pay this charge. It will be a separate line item in your rent unless otherwise noted on your lease agreement. 
  2. Electric Utility Bill: this bill will be sent to you by your electric utility provider for your grid-powered electricity usage. You will pay your electric provider directly for this charge.


Will I still receive electricity bills from my utility company after enrolling with Ivy?

  • Yes, you will still pay an electric bill directly to your utility for grid energy use. Since solar panels only produce electricity when the sun is shining, you will remain connected to the grid so you can receive power from your utility when solar power is not available.


Will I still receive a gas utility bill once participating in Ivy’s program?

  • If you have in-unit gas service, you will continue to pay a gas utility charge for your unit. 


Am I responsible for buying and taking care of the solar panels?

  • No, the solar panels are owned and maintained by your property manager.

Can I opt out of the solar program?

  • Benefiting from solar power is your choice and you have the right to cancel if you no longer wish to receive the benefits of solar. Any balance owed up to your cancellation effective date will still be your obligation to pay. Please contact our support team at ivy-energy.com/support so we can process your account deactivation. 


Who do I contact if I have questions about my Ivy account?

You can contact our Ivy support team if you have questions about your Ivy account, billing, account information, or other general questions by submitting a ticket at our support page: ivy-energy.com/support.

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