Frequently Asked Questions

ABOUT SMARTSHIFT REWARDS

What is SmartShift Rewards?

SmartShift Rewards is a new program available to any residential SCE customer, or Community Choice Aggregator (CCA) customer in the SCE service area, who:

  • Has at least one electric tank water heater (either an electric resistance water heater, or a heat pump water heater with a Thermostatic Mixing Valve); electric tankless water heaters do not qualify
  • Is currently enrolled in, or will enroll in a Time-of-Use (TOU) rate

SmartShift Rewards connects with your water heater to automatically heat your water during times of the day when electricity prices are lower. This can help you avoid paying the highest electricity price, and still give you access to hot water when needed. Participating customers can receive a one-time Enrollment Reward and Participation Rewards for each month you participate for 14 days or more!

How does it optimize my electricity costs?

Electricity costs vary throughout the day and are higher when demand is greatest, such as when everyone is home in the evening washing clothes or taking a bath. This difference in electricity costs is reflected in Time-of-Use electricity rate plans, in which electricity is typically most expensive between 4:00 p.m. and 9:00 p.m. (peak demand period) In SmartShift Rewards, your water heater automatically heats water when electricity is cheaper, mostly earlier in the day, and avoids the peak time  unless you're running low on hot water., so that hot water is ready when you need it, without paying the highest price.

Does this mean my water heater won’t heat water during peak times if I need it to?

You aren’t at risk of running out of hot water by participating in SmartShift Rewards! Your water heater will heat water as needed so you have enough hot water available throughout the day. SmartShift Rewards optimizes your energy use so that you can minimize energy consumption during peak demand periods when pricing is at its highest. Whether you can shift all or some of your use outside of peak times, SmartShift Rewards can help you get the best cost for your needs.

What if I have visitors coming to my home and expect to have more water use than normal?

Customers enrolled in SmartShift Rewards can opt out of program participation when more hot water use is expected. Just remember that you must allow your water heater to receive signals from SmartShift Rewards for at least 14 days each month to earn the monthly Participation Reward. If you regularly opt out of participation and do not receive signals from SmartShift Rewards for at least 14 days per month, you will not earn a Participation Reward for that month, but you will still be able to participate and earn rewards in future months.

How do the Participation Rewards work?

Once you’re enrolled and connected, SmartShift Rewards will automatically signal your water heater to heat water when electricity prices are lower. These are known as daily “load shift” events because your electric demand, or load, is shifted to a different time of day.

In addition to helping you avoid heating water when electricity is most expensive, SmartShift Rewards gives you a Participation Reward for every month you  participate for 14 days or more. You earn a Participation Reward of $5 (or $10, for Equity-eligible customers) for each month you participate in SmartShift, paid to you as a gift card every six months.

You can temporarily suspend or opt-out of participation in load shifting events on days when you need more hot water, such as when you have overnight guests in your home or a big event. However, if you regularly opt out of participation, you may forfeit that month’s Participation Reward. You will earn a Participation Reward for a given month if you allow your water heater to receive signals from SmartShift Rewards for at least 14 days in that month.

SmartShift Rewards pays Participation Rewards every six months for the previous six-month period (January-June, July-December) in the form of an e-gift card. You’ll get an email with a link to claim your gift card, and you must accept this gift card within 30 days of receipt and download it within another 30 days. But once you’ve downloaded your gift card, it does not expire.

Do I need to switch my SCE or CCA rate plan?

To enjoy the benefits of SmartShift Rewards, including avoiding paying peak electricity rates and the chance to earn enrollment and monthly rewards, you must be enrolled in a Time-of-Use (TOU) rate plan. If you are not already enrolled in a TOU rate plan, you will be able to do so using the SmartShift Rewards application form to select which TOU Rate you’d like to enroll in. Please note that enrollment in a TOU rate is required in order to participate in SmartShift and earn rewards.

What is Time-of-Use (TOU)?

Time-Of-Use (TOU) plans are part of a statewide initiative designed to keep the electric grid reliable even when energy resources are in high demand. All TOU plans feature energy charges that vary based on the time of day, the day of the week, and the season. TOU plans can help you manage your energy costs. By taking advantage of lower rates on nights and weekends, you can avoid higher weekday rates when energy resources are in demand.

How do I sign up for Time-of-Use (TOU)?

Click here to visit SCE’s webpage to learn more about available plans and see if TOU is right for you. If you are not already enrolled in a TOU rate, you will be able to do so using the SmartShift application form.

WATER HEATER ELIGIBILITY AND CONNECTIVITY

What equipment do I need to participate?

To participate in SmartShift Rewards, you need either a heat pump water heater or an electric resistance tank water heater. Heat pump water heaters must be either Wi-Fi enabled or compatible with an appliance communications standard known as CTA-2045. SmartShift will connect to your heat pump water heater and send it signals using either Wi-Fi or cellular CTA-2045 service. You may also participate if you have an electric resistance tank water heater, whether or not it is Wi-Fi enabled or compatible with CTA-2045.  Tankless, natural gas, and propane water heaters are not eligible to participate in SmartShift Rewards. The list of qualified water heaters is available on the HPWH Eligibility and ERWH Eligibility pages.

SmartShift Rewards requires that heat pump water heaters (but not electric resistance water heaters) also have a thermostatic mixing valve (TMV), which is a device that blends hot water with cold water to ensure a consistent, safe temperature at your faucets. A thermostatic mixing valve is often T-shaped, allowing hot and cold water to be supplied on either side, and mixed water leaving from the middle. A TMV can adjust the outgoing water temperature, often by turning the top. Some heat pump water heaters have built-in TMVs.  Find out if your model has a built-in TMV here.  Alternately, a TMV may have been installed at the time your HPWH was installed.  You can find it by tracing the hot and cold water pipes coming from the water heater. If the pipes cross at any point, this is where the TMV will be located. In rare cases, an electric resistance water heater may have both a TMV and other sophisticated controls, and SmartShift Rewards may increase these electric resistance water heaters to higher-than-normal temperatures just as it does with heat pump water heaters.

It is important for program participants with heat pump water heaters to fully understand that:

  • Failure to accurately report if a thermostatic mixing valve is installed could result in a risk of injury, since the program may heat water to high temperatures with the expectation that your thermostatic mixing valve will ensure the water temperature delivered is comfortable and safe.
  • Improper adjustment of the mixing valve could result in extremely high water outlet temperatures that may also pose a risk of scalding.
  • By accepting the Terms and Conditions presented in the SmartShift Rewards enrollment application, participants assume all responsibility for their own safety as well as the safety of anyone using the water heated by their water heater.

A sample TMV is pictured here:

If you are not sure if you have the correct equipment to participate in SmartShift Rewards, please contact us at 1-888-446-3311 or support@smartshiftrewards.com. Our technical specialists will review your equipment with you to make sure that it's a good fit for the program. When you contact us, please make sure you have access to the water heater, as you will be asked to provide us with some information from it. For example, we may ask for your water heater brand and model, a description of its features, and for any unique circumstances that may affect its operation. If you have access to an app or online account for your water heater, please also have that information available as it may be used for connection to SmartShift or troubleshooting.

Where can I find the make, model, and serial number of my water heater for enrollment?

The make and model of your water heater are most often found on the tank of the water heater. One place it may be found is on a yellow Energy Guide sticker located on the tank, which provides information about the energy usage of your water heater compared to similar products. On the Energy Guide sticker, the manufacturer and the model number of the water heater are found in the top right corner. 

Water heater information can also be found on the water heater’s nameplate. This is usually a white sticker found on the tank, though for split heat pump water heaters (which have an outdoor unit separate from the water storage tank), it will be located on the side of the outdoor unit. The water heater nameplate will include the make, model, and serial number of your water heater. 

Sample Energy Guide Sticker and Water Nameplates

Nameplate on Tank Type Water Heater

Nameplate on Split Heat Pump

How do I enroll in and connect my water heater to SmartShift Rewards?

Enrolling with SmartShift Rewards is easy. You’ll need some information about your SCE service account number and rate plan, and your water heater’s brand, model number, serial number, and whether or not you have a thermostatic mixing valve.  If your water heater’s manufacturer offers an app on a smartphone, you should download it and create an account before you start your application; you’ll need this login information to complete the SmartShift Rewards application.

After you’ve successfully enrolled, SmartShift Rewards will connect to your water heater, and you’ll begin a four-week orientation period during which time the program gets to know your usage habits.

Click here to get started with enrollment!

Why is a thermostatic mixing valve required for customers with heat pump water heaters to participate in SmartShift Rewards?

To make sure you have enough hot water during the daily peak period without needing to heat water during that time, SmartShift Rewards may heat your water to higher-than-normal temperatures to store more energy than usual when electricity prices are lower. TMVs are required for heat pump water heaters to mix hot water with cold water to provide you with a safe and consistent water temperature at the faucet. Unlike controls for smart heat pump water heaters, controls for most electric resistance water heaters do not allow water to be heated to higher-than-normal temperatures for additional energy storage, so TMVs are not required for electric resistance storage water heaters. However, in rare cases, an electric resistance water heater may have both a TMV and more sophisticated controls, and SmartShift Rewards may increase these electric resistance water heaters to higher-than-normal temperatures just as it does with heat pump water heaters.

It is important for program participants with heat pump water heaters to fully understand that:

  • Failure to accurately report if a thermostatic mixing valve is installed could result in a risk of injury, since the program may heat water to high temperatures with the expectation that your thermostatic mixing valve will ensure the water temperature delivered is comfortable and safe.
  • Improper adjustment of the mixing valve could result in extremely high water outlet temperatures that may also pose a risk of scalding.

By accepting the Terms and Conditions presented in the SmartShift Rewards enrollment application, participants assume all responsibility for their own safety as well as the safety of anyone using the water heated by their water heater.

What if I don’t have Wi-Fi?

SmartShift Rewards connects to your water heater either through a Wi-Fi network connection, a CTA-2045 connectivity device or a physical module added on to your water heater. If you do not have Wi-Fi access in your home, you can still participate by using a connectivity module or add-on device provided at no cost to you, provided by the SmartShift Rewards program. For more information on connectivity options, see the program’s qualified products list or reach out to one of our technical specialists at 1-888-446-3311 or support@smartshiftrewards.com.

How do I connect my Rheem water heater to SmartShift using Wi-Fi?

SmartShift Rewards can connect to some Rheem Wi-Fi enabled smart water heaters directly if you connect your water heater to Wi-Fi. To connect to SmartShift Rewards with your Wi-Fi enabled water heater, first download the Rheem Econet app and follow its instructions to connect your water heater to your Wi-Fi network. Then, follow SmartShift’s EcoNet connection instructions to connect your water heater to the Program. If you have any additional questions, you can reach out to one of our technical specialists at 1-888-446-3311 or support@smartshiftrewards.com.

TROUBLESHOOTING

My water heater lost connectivity. What do I do?

If your Rheem water heater is connected to SmartShift Rewards via Wi-Fi, you should first check your modem/router to ensure that your Wi-Fi is working for other devices in your household. If your Wi-Fi appears to be working normally, but your water heater isn’t connected, log into your Rheem EcoNet app to re-establish a connection between your water heater and your Wi-Fi network.

For additional questions, please reach out to our technical specialists at 1-888-446-3311 or support@smartshiftrewards.com.

I’m having trouble accessing my Rheem EcoNet account, who do I contact for support?

For help at any time, call EcoNet Support: (800) 255-2388 and press 1 for Econet with Heat Pumps. You can also email help@econetsupport.com or visit Rheem.com/EcoNet for additional support.

HOW TO UNENROLL/OPT OUT

How do I opt out of a load shift event?

There are several ways to opt out of a load shift event. One way is to log onto the SmartShift Rewards portal, using the instructions you receive in your Successful Enrollment email, during the event and select “Opt Out” from the banner at the top of the portal. You can also opt out of an event by changing the settings on your water heater during an event, or by reaching out to the SmartShift Rewards team at support@smartshiftrewards.com.

Each time you opt out, you are choosing not to participate in the event taking place that day. To opt out of multiple events over multiple days, you will either need to opt out each day, or contact us at support@smartshiftrewards.com to request a long-term opt out. Keep in mind that opting out of many events may make you ineligible for monthly Participation Rewards.

My water heater opted out of a load shift event, but I didn’t ask it do to this. What happened?

From time to time, SmartShift Rewards randomly selects water heaters to opt out of load shifting events in order to collect data on how water heaters perform normally. This data is used to establish a baseline that helps the Program understand just how much energy customers are saving by participating. If SmartShift Rewards selects your water heater to opt out of an event, this will not count against you earning a Participation Reward amount for that month.

How do I pause or cancel my participation?

There is no risk to joining, but if you decide that SmartShift Rewards is not for you, please contact our staff at support@smartshiftreward.com to unenroll.

HEAT PUMP WATER HEATER OPERATIONS AND MAINTENANCE

How is a heat pump water heater different from a conventional tank water heater?

A heat pump water heater moves heat from one area to another (similar to a refrigerator or an air conditioner), rather than generating heat through an electric heating element or a gas burner, to heat your water.

As a result, heat pump water heaters are significantly more energy-efficient than traditional electric or gas tank water heaters, which makes them less expensive to operate as well as better for the environment. Some heat pump water heaters rely exclusively on a heat pump to heat water, while others have both a heat pump and back up electric heating elements.

Some differences you may notice between heat pump water heaters and other tank water heaters are:

  • Heat pump water heaters use a built-in fan when operating in heat pump mode. This is a necessary component, and it is normal for the fan to run. But during operation a heat pump water heater may make more noise (45-60 decibels, similar to the volume of a normal conversation) than a conventional tank water heater.
  • Like an air conditioner or heat pump used for heating and cooling, a heat pump water heater may release water through a condensation drain line when it is running. This is part of normal operation and not a water leak.
  • It takes longer for a heat pump to heat a tank of water than electric heating elements or a gas burner. If you regularly do not have as much hot water as you would like, you may want to increase the temperature of the water heater but do so in small increments (such as increasing from the standard temperature of 120°F to 125°F). Be aware that after making a temperature setpoint change, it will take some time for the water heater to heat all the water in the tank to that temperature.

What should I do to get the best performance out of my heat pump water heater?

  • Clean the air filter every three months or when the water heater indicates it is needed, if sooner.
  • Make sure you keep a clear space around your heat pump water heater (do not store items around it), as it needs air exchange to operate properly. This also means that you should not put an insulating blanket around your heat pump water heater.
  • If you have a recirculation pump on your plumbing, and also have a thermostatic mixing valve (TMV) on your hot water outlet, make sure that your recirculation pump is installed at the cold water inlet to the water heater. If the recirculation pump is installed next to the TMV, these two devices could interact in a way that makes your water heater operate non-stop!
  • If you feel your electric bill amount is higher than it was before installing a new water heater, and you are satisfied with how much hot water the water heater is providing, consider lowering the temperature setpoint on the water heater for cost savings. However, SmartShift Rewards strongly recommends that you do not set your water heater temperature lower than 120°F, which is the industry standard temperature for customer safety and energy efficiency for water heaters.

Like any appliance or equipment, your heat pump water heater should be properly maintained to keep it functioning and performing efficiently. The following resources, as well as the equipment user's guide, may be consulted for maintenance information.

Where can I find more information about heat pump water heaters?

More information on heat pump water heaters is available at: