Installer manual

Installer pays. How do I give the customer access?

You add the device to your account and pay its subscription. The customer uses it from their own account through shared access; they do not buy a second subscription or need to join the group.

1. Add the integration to your account and check that you see the correct device.
2. Open its Configuration → Manage access.
3. Enter the customer's email and click Invite User. If they have no account, they register with that same email.
4. Ask the customer to check the device on their account. You remain responsible for buying and renewing its subscription.

Customer pays. How do I access their device?

The customer adds the device to their account and pays its subscription. You invite them to your installer group. After they accept, you can access their devices and they can use the installer discount.

1. The customer adds the integration and device to their own account.
2. Invite them to the group using the instructions in How do I add a customer to the group?
3. Once they accept, check that you can see their device on your account.
4. The customer opens Subscriptions, chooses an available plan and pays for the device.

Can the customer view data without changing settings?

Yes. When sharing one device, disable Write for the customer in Manage access. Read stays enabled. Invitations enable both permissions by default, so check them. Only the owner can invite more people and revoke their access.

Which devices can I access?

Once the customer accepts your invitation, you can view and change settings on all devices they own, including those added later. The customer remains the owner. Other customers in the group cannot see their devices, and they cannot see yours.

I cannot see the installer tools. What should I do?

You need an account with installer permissions. Creating an account or joining someone else's group as a customer does not grant those permissions.

1. Sign in to your own MelPump account.
2. Check for Installer Dashboard in the menu and Installer Group in Account Settings.
3. If they are missing, contact support about an installer account.

What does the installer do?

Use the email the customer uses to sign in to MelPump. If they do not have an account, ask them to register first.

1. Enter the customer's email in Installer Group.
2. Click Add Customer.
3. Ask the customer to accept the invitation. It remains pending on your list until then.

What does the customer do?

The customer receives an invitation email. Before accepting, they should understand that it lets you support all their devices.

1. The customer signs in and opens Account Settings → Installer Group. They can also follow the email link.
2. They check the installer's name and email.
3. Clicking Confirm accepts the invitation; Decline rejects it.

Can the customer leave the group themselves?

Yes. The installer loses access to the customer's devices, including those shared separately. The customer keeps their devices and an already-paid subscription, but future purchases no longer receive that group's discount.

1. The customer opens Account Settings → Installer Group.
2. They click Leave installer group and read the explanation of what will change.
3. They confirm with Leave. They can now accept an invitation from another installer.

How do I remove a customer from the group?

As the installer, choose Remove beside the customer in the list and confirm. This has the same effects as the customer leaving the group. You can also use it to cancel a pending invitation.

What does the dashboard show?

At the top, you see the device count, how many are online, how many report an error and average COP for the last seven days. The table shows each pump's status, last update, consumed and produced energy, and daily COP. Clicking its name opens that pump's dashboard.

Why is a pump listed under Needs Attention?

The list flags pumps with an error, no readings for more than two hours or COP below 70% of the average. It suggests what to investigate; it is not a diagnosis. Online status means heat-pump readings within the last ten minutes, so a device can be offline before appearing on this list. Air conditioners do not use the same checks.

How do I search for a particular installation?

Search and categories narrow the device table. The summary and COP comparison still cover the whole fleet.

1. Enter the device name, place, city, integration name or ID. You can also choose a category such as Online or Needs Attention.
2. Click a column heading to sort the table. Choose the number of rows per page if the list is long.
3. Open the device's Dashboard, Live Report or Advanced Data, depending on what you want to check.

What does the COP comparison tell me?

COP shows how much heat a pump produces from the electricity it consumes. The comparison uses seven-day data and appears when data is available for at least three devices. With more than ten, it shows the five highest and five lowest results. A lower result does not itself mean a fault: weather, the building and hot-water demand also affect it.

How do I start Live Report?

The report starts with stored readings from the last hour and adds samples about every 30 seconds. Keep the page visible while observing. Refreshing the chart does not mean the pump sent a new reading; if the connection is lost, you may still see its last-known values.

1. Open Live Report for the correct pump.
2. Wait for the charts to load and check the device's last-update time.
3. Watch temperatures and operating modes during the event you want to investigate.

Which charts can I enable?

You can show compressor frequency, temperatures, the difference between flow and return temperatures, power and other available parameters. Timelines show operating modes and zones. The available data depends on the pump and its connection.

1. Use the switches above the chart to enable the sections you need, such as Temperature or System Power. The Legend switch shows or hides the line labels.
2. Hover over or touch the chart to read values at a particular moment.
3. For zoom controls, enable Show Zoom buttons on dashboard graphs in Account Settings.

What does Change Log show?

It shows which parameters changed during observation, with their previous and new values. The latest entries appear at the top. The history loaded at the start does not add entries to this log.

What does Clear data do?

It clears the chart and log for the current observation. It does not delete the device history stored in MelPump. Live Report has no date selector or export; use historical reports for earlier events.

1. Click Clear data to start observing with an empty chart.
2. Wait for the next readings.
3. Continue observing with the page open.

What is Advanced Data for?

It provides a detailed view of the device's latest data for diagnosis. Refresh retrieves the data again. You can search parameters, expand their list and print the page. Copy and Download save the raw integration data as JSON, which you can send to support. The file may contain owner details, so review it before sending.

Which report should I choose?

Temperature Report shows sensor readings over the selected period. Energy Report shows consumed and produced energy. Detailed Report brings together operating parameters for the selected day. Check the date and device time, especially when investigating a specific event.

How do I change a setting and check its effect?

Controls are on Dashboard, Device Settings and Configuration. You need Write permission. Available settings depend on the device and integration.

1. Choose the correct pump and zone. Check whether a schedule or automation controls that setting.
2. Change one setting and save it.
3. Wait for the pump to confirm and check its readings. A changed value on screen alone does not confirm the command was carried out.

How do I send someone a report?

Detailed Report can create a public link. Anyone who receives it can view the whole selected day, device information and daily energy without signing in. Zooming or hiding chart lines does not limit that content. Individual links cannot be revoked, so review what you are sharing before sending.

I see Ask the owner to renew. What does it mean?

The device is shared with you, so its owner handles the purchase. This button emails them a renewal request. Sending the request does not renew the subscription.

When does the customer get the installer discount?

After accepting the group invitation, they can choose an annual subscription with the installer discount. Existing account terms can affect the offer, so check the plans in Subscriptions. Joining the group does not buy a subscription or refund an earlier payment.

How do I pay for the correct device?

Check the device name and subscription expiry date before paying.

1. Select the device on your account and check its status.
2. Choose an available plan, check its price and complete payment.
3. Check the new validity date in the app. If needed, use Ask for change to contact support about the subscription.

How do I make sure the customer has access?

Ask the customer to sign in to their account. This is simpler and more reliable than checking only the invitation list.

1. Compare the name and serial number with the correct installation.
2. The customer opens the device on their account and checks the agreed permissions.
3. Show them the app manual and remind them who will renew the subscription.

How do I revoke access to one device?

The owner removes shared access in Configuration → Manage access. The invited person can choose Leave in Account Settings → Shared with me. Revoking access does not change the device owner.

What should I send to support?

Include the device, integration type, problem date, last-update time and any error code. Explain what you expected and what happened. Attach relevant readings or a report. Do not send passwords or access tokens.