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Address:

11208 Statesville Road, Suite 200
Huntersville, NC
28078

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Help | Frequently Asked Questions

General

Q. What is a kilowatt-hour [kWh]?

A standard measure of electricity and energy use. A kilowatt-hour is 1000 watts used for one hour. e.g. one kilowatt-hour will light a 100-watt light bulb for ten hours or operate a 1,000-watt appliance for one hour.

Q. What is a smart meter?

A smart meter is a digital electric meter that securely sends electricity-usage information to your electricity supplier. This helps eliminate estimated bills and the need for a meter reader to visit your home or business. With a smart meter, you can access more information about your electricity use so you can make changes that can save you money on your electric bills.

Q. What is XOOM InFocus?

XOOM InFocus is a free Web and Mobile app which helps you:

  • Stick to a monthly target which XOOM InFocus has set for you, which is calculated based on your previous energy consumption habits.
  • Visualize your historical electricity usage on a granular level and gain insight into your daily consumption habits.
  • Learn user specific, useful money and energy saving tips by filling out your user profile, which will help us calculate your potential savings. You can also set reminders that will help you stick to your Genius Habits.
  • Earn points to redeem for great rewards like energy efficient appliances or gift cards. You can earn points by reducing your electricity consumption below our projections, filling out your Home Profile, setting reminders and sticking to them, or purchasing items through our Genius Store.
  • Purchase great energy efficient appliances through our Genius Store.

Q. How do I sign up for XOOM InFocus?

To sign up for your free account, go to https://XOOMInFocus.MeterGenius.com/XOOM/register. The first field is the activation token. This is the 10 digit activation code we sent to you specifically. This code can be found at the bottom of the first letter we sent you and in the monthly reports we send. Next, you’re asked to enter your zip code. It’s important to use the zip code of your billing address, because this is how we verify that it’s really you. Finally, create the email address, username, and password that you’d like associated with this account, and then click "Register”. Then follow the instructions in the confirmation email you will receive in order to activate your account.

Q. What if my activation code doesn’t work?

Be sure to check that the activation code and your ZIP code are entered exactly as they appear on the letter that we sent you. Remember, your activation code is specific to the account billing address. If you use someone else’s activation code, it will not work. If you’ve entered the ZIP code and activation code that was provided to you and it still doesn’t work, please call us at .

Q. How many points do I earn for each action?

  • You will receive 250 points just for signing up for XOOM InFocus ("Welcome to XOOM InFocus")
  • You can earn 100 points for every profile question you answer ("Filling out your home profile")
  • You can earn up to 10,000 points for using less electricity than the monthly target we set ("Monthly Usage Bonus")
  • You can earn points just for logging onto the site multiple days each month. The more unique days you login, the more you can earn ("Daily Login Bonus"):
    • 2 days - 25 pts per day
    • 3-5 days - 50 pts per day
    • 6-10 days - 80 pts per day
    • 11-15 days - 150 pts per day
    • 16-20 days - 250 pts per day
    • 21-25 days - 500 pts per day
    • 26+ days - 1000 pts per day
  • You can earn 100 points for each habit reminder you complete ("Complete a Genius Habit Reminder")
  • You can earn 100 points for each upgrade you complete (title of upgrade you've completed)
  • You can earn a 500 point bonus completing more than 50% of reminders for a given Habit (title of habit you've completed)
  • You can earn points for each item you purchase from the Genius Store ("Purchasing an item from the Genius Store")

Q. How does Real Time Rewards work?

The Real Time Rewards feature rewards or penalizes users for consuming electricity during certain time periods. During positive (green) point hours, users earn that hour’s point rate for every kWh consumed. During negative (red) point hours, users lose that hour’s point rate for every kWh consumed.

Q. Why might my monthly electric bill not match the estimated energy cost totals indicated in my reports?

Estimated costs may not reflect all applicable charges (e,g., customer and metering charges and taxes). Also, your InFoucs report is based on the calendar month, and it is unlikely that your billing period is based on the calendar month.

Q. Will my personal information be shared with anyone?

No. XOOM Energy and MeterGenius, the company administering this program, will house your data but it will not be shared with any other third party company!

Q. Why is this program available for a limited time?

his six-month program is part of XOOM Energy’s continuous efforts to improve their customer experience. XOOM Energy continuously assesses the value of these offers to its customers and may choose to extend a program’s duration based on customer feedback and ongoing program evaluation.T

Q. Why do some days or times not have usage data?

Your smart meter is read every day, but sometimes that data takes extra time to process and upload. Rest assured that your data will be uploaded soon, so check back later to see if the data is updated.

Q. Why am I missing historic usage data?

XOOM Energy only has usage data for you while you were a XOOM customer. If you do not see any data prior to a certain date, it’s likely due to the fact that you were not a XOOM Energy customer. Now that you have XOOM InFocus, you will be able to see your daily and hourly electricity usage.

Q. How do I change my password?

To change your password, click on your username on the top right hand corner and select “Account Settings”. Fill out the form by entering in your current password, as well as your newly desired password.

Q. I've forgotten my password. What do I do?

To reset your password, go to the login page and follow the instructions to reset your password. You will be receiving a temporary password sent to your registered XOOM InFocus email.

Q. How do I cancel my account?

To cancel or deactivate your account, click on your username on the top right hand corner of the screen, navigate to account settings, and click "Cancel Account”.

Q. How much does XOOM InFocus cost me?

XOOM InFocus is a FREE service offered to you by XOOM Energy!

Q. What kind of rewards can I redeem my points for?

When you have earned enough points, you can redeem them for energy efficient products and appliances or Amazon gift cards. Go to the "Rewards" page to find out more!

Q. How do I contact customer service?

To contact customer service, call us at or click hereto send us a message. We would love to hear any of your feedback!

Website/Mobile App

Q. What is on my XOOM InFocus Dashboard?

Your XOOM InFocus Dashboard shows you:

  • A concise, up-to-date overview of your electricity consumption, as well as your progress towards your Target
  • Your projected Usage, Target usage, and the Monthly Bonus points you are on pace to achieve. Monthly Bonus points can be earned by consuming less electricity than your target (max 10,000 points per month).
  • The current point rate for the Real Time Rewards program

Q. What is my projected Usage?

Your projected Usage is the amount of electricity XOOM InFocus estimates that you will use for the month. This projection is constantly updated throughout the month.

Q. How is my Target calculated?

Your Target is the amount of electricity we have estimated you will use for the month, calculated at the beginning of the month. Our algorithm incorporates information about your home as well as your past consumption habits and a variety of other factors. You can earn points every month by beating your Target usage!

Q. How are projected Monthly Bonus points calculated?

For every percent you reduce consumption under your target, you can earn Bonus points at the end of each month. You can earn up to 10,000 points per month for reducing your consumption under your target.

Q. How does the Home Profile work? Why do I need to fill out the questions?

The Home Profile is a way of generating a concise summary of your energy habits. Based on your responses to the questions, we can generate customized Genius Tips and Habits for you to stick to, helping you save more money. Your responses will also help us more accurately calculate your Genius Tips savings. While it may take some time, by completing this step you will gain access to helpful tips, and rest assured that your personal information will never be shared with third parties!

Q. What is the difference between Genius Habits and Genius Upgrades?

Genius Upgrades are one time improvements to your home that will help you save money on your electric bill. Some upgrades are purchases of new energy efficient products and other upgrades are simply improvements upon how you use certain appliances in your home. You’ll earn 100 points for each upgrade you make.

Genius Habits are energy-efficient behaviors that take time to learn. To help you adopt those behaviors, XOOM InFocus allows you to set up daily reminders which will prompt you to make those changes at the best times that work for you. You’ll earn a 500 point bonus by completing at least half of the reminders for each habit.

Q. What are the habit reminders and how do I set them up for my tips?

After you’ve started filling out your Home Profile and unlocked your user specific tips, you can set reminders for yourself to help you develop consistent energy saving habits. Based on your settings, you will get notifications to remind you to perform certain energy efficient actions described in our tips. By using the reminders, you can develop better habits as well as earn points, helping you save even more energy and money. You are only allowed to select one energy habit at a time.

Q. How are Genius Tips savings calculated?

Genius tips savings are calculated by considering your responses in your Home Profile, which allows us to customize your tips and more accurately calculate your savings. All calculations are, however, only an estimation and may deviate slightly according to hidden variables. These are also the savings which can be reached under ideal conditions and should not be expected to be completely accurate.

Q. How accurate are the energy savings on my tips?

Tip savings are best estimations of potential energy and money savings which can be achieved by following the suggestion. It is, however, only an estimation and may deviate slightly according to hidden variables. These are also the savings which can be reached under ideal conditions and should not be expected to be completely accurate.

Q. What is on the My Usage page?

My Usage gives you a detailed look at your electricity usage up through the previous day. You can also visualize your consumption hourly or daily by zooming into your Usage by Day, as well as compare your usage with similar neighbors in your area. By selecting days of the week, you can also gain insight into your daily consumption habits like never before!

Q. Why do I receive weekly emails?

If you have registered for an account with XOOM InFocus, you will by default receive weekly email updates which give you a summary of your electricity usage from the previous week, your current level of Genius points, as well as results from the Weekly Power Rankings game from the previous week. To opt out or unsubscribe from these emails, please email us at support@metergenius.com

Q. Why do I receive monthly emails?

If you have registered for an account with XOOM InFocus, you will by default receive weekly email updates which give you a summary of your electricity usage from the previous week, your current level of Genius points, as well as results from the Real Time Rewards program from the previous week. To opt out or unsubscribe from these emails, please click on the unsubscribe link at the bottom of the email.