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Common Guru Pay Issues and How to Resolve Them

This article summarises the steps that should be taken before contacting Guru Support

More information about error messages can be found at Guru Pay Error Messages

Comms checks

Step 1 - Is the Hub in comms?

If you're not sure how to check whether a Hub is in comms, please read our help guide How to check the comms of a Hub

    • Can the zigbee value under the Hub settings tab on Guru Pay be changed?

Step 2 - Is the meter sending readings to the Hub?

If you're not sure how to check the status of a Hub's meter, please read our help guide How to check whether a meter is sending readings to a Hub

    • Can you apply the settings under the advanced tab of the account on Guru Pay?
      • Yes - The settings are correct and the Hub is receiving readings from its meter. (Go to Additional checks)
      • No - The meter is not sending readings to the Hub or the settings are configured incorrectly. The settings will need to be reviewed or a site visit required for further investigation

Step 3 - Are there comms to the site?

    • Is the gateway up when you ping?
      • Yes - The gateway is responding. Proceed to the Additional Checks section and submit a ticket to Support with your findings, noting that the gateway is up but the Hub is out of comms.
      • No - Guru can attempt to restore network comms remotely. Contact Support with the site name, gateway ID, and a description of the issue. If unsuccessful, a site visit will be required to investigate and physically reboot the gateway and/or router as directed.

Additional checks:

Please provide the following details when submitting a ticket to Support. Include information from both the comms checks and resident checks where applicable.

If the Hub is out of comms:

    • Has the gateway been pinged and confirmed down? (See Step 3)
    • Has a remote comms restoration been attempted by the Guru team?
    • Is a site visit already scheduled, or does one need to be arranged?
    • Can you refresh all clusters without failures?
      • Yes — proceed to the next check. No — note which clusters failed and include this in your Support ticket.
    • Are readings being reported in Guru Pay?
      • Yes or No
    • Last reading timestamp
      • When was the last reading received?
    • Alarms
      • Have any relevant alarms been logged on either the Hub or the Account pages?

If the Hub is in comms:

Resident Checks

Carry out the following checks with or on behalf of the resident to gather additional context before escalating to Support.

    • Does the resident have heating and hot water?
    • Is the Hub screen working and responding to touch?
    • Can the resident top up directly at the Hub if needed? (If yes, advise them to do so while the issue is being investigated.) 
    • Can the resident provide a picture of the Hub? (If yes, ask them to send it to Support along with a description of any error messages or warning lights displayed.)