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Help! My power is out and I have circuits I can’t turn on!

  • Updated

Why did my circuit turn off? 

We’re sorry to hear that you're experiencing an outage and that the circuits you want to use are turned off. During an outage, some of your circuits may automatically shut off depending on the backup priority level assigned to them:

  • Must Have - remain on until the backup battery is depleted. 
  • Nice to Have - automatically shed once the backup battery has dropped to 50%. 
  • Non-essential - automatically shed once the outage begins. 

How do I turn the circuit back on?

While most circuits can be turned back on by changing the backup priority level, certain circuits marked as non-essential may have been marked as an Oversized Load by your installer and cannot be turned on during an outage.

To determine the issue, you’ll want to go to your Backup Priorities page to check the priority level assigned to the circuit in question:

  1. Click “Settings” followed by “Backup” to navigate to your Backup Priorities page.
  2. Locate the circuit in question
  3. Circuit Location: 
    • Must Have
      All Must Have circuits should remain on until the backup battery is depleted. If your backup battery is still powering your home but your Must Have circuit is off, go to the Circuits page and toggle the Circuit back on.  
    • Nice to Have
      Nice to have backup priorities automatically shed once the backup battery system has dropped to 50%. Move the circuit to the Must Have level and it should automatically turn back on. If it doesn’t go to your Circuits page and if the Circuit is marked as off, toggle it back on. 
    • Non-essential
      If the circuit in question is grayed out and cannot be moved, this circuit is likely an Oversized Load that cannot be backed up and will not be available until the outage is over. 

What if the circuit was an Oversized Load?

If the circuit was marked as an Oversized Load, you’ll need to reach out to your installer to determine why this happened. SPAN Support will not be able to make any changes.

Learn more here: How to assign your Backup Priorities.