Frequently Asked Questions

Tenants top up their gas balance through the mobile app using various payment methods including bank transfers, card payments, and mobile wallets. The credit is applied instantly to your meter, allowing gas to flow. You can view your current balance, transaction history, and receipts directly in the app. Think of it like buying airtime—you load credit in advance and use it as you go.

Each unit has a smart meter that measures gas consumption in real-time. The meter tracks usage accurately and reports data to the platform. You can view your consumption patterns—daily, weekly, or monthly—through the app, helping you understand your usage habits and budget accordingly.

If you have an issue or question, you can open a support ticket directly from the app. Describe your concern, and your message creates a ticket visible to your building's facility manager and our support team. You'll receive responses within the app and get notified of updates. Open ticket counts are visible to building management, ensuring issues don't go unnoticed.

When your prepaid balance reaches zero, gas flow to your unit will stop. You'll receive low-balance notifications through the app before this happens, giving you time to top up. Restoring service is as simple as adding credit—once payment is confirmed, gas flow resumes. We recommend enabling notifications and setting up balance alerts to avoid interruption.

The platform monitors tank levels through telemetry. When levels drop below configured thresholds, the system triggers alerts to facility managers and coordinates refill scheduling with the selected vendor. This proactive approach helps reduce the occurrence of run-outs, though specific timing depends on vendor availability and scheduling.

The Grid implements multiple layers of controls:

• Engineering controls: Shared storage positioned outside living areas where site conditions permit, remote meter-level shutoff capabilities, continuous telemetry monitoring.
• Operational controls: Verified vendors, documented procedures, incident reporting workflows.
• Data controls: Role-based access, complete audit trails, secure financial handling.

Specific implementations may vary based on building characteristics and local requirements. See our Safety & Compliance page for details.

The platform monitors for anomalies and status changes. If an issue is detected:

• Alerts are sent to relevant stakeholders (facility managers and vendors depending on the issue type)
• Tenants can report issues through the support ticket system
• Facility managers and vendors can take action based on the nature of the incident
• All events and responses are logged for audit purposes

For serious safety concerns, building emergency procedures should always be followed.

Vendors submit their business registration (CAC) and documentation for each branch during the application process. For leased facilities, proof of lease agreement is required. The Grid Gas Network team reviews submissions before activating vendors on the network. When vendors add new branches, a fresh compliance review is triggered before that branch becomes available for selection by facility managers.

After signup, vendors submit verification documents and await approval before appearing to facility managers.

Vendor settlements are tracked transparently on the platform. When you request a withdrawal:

• Funds are processed to your verified bank account
• The account must be registered in your business's legal name (as verified during onboarding)
• All transactions are recorded with timestamps and amounts
• Complete settlement history is available in your vendor dashboard

Yes. You can register multiple branches or plants under your single vendor account. Each branch is registered with its own address and capacity. Facility managers select specific branch locations when choosing vendors, so having branches in different areas can expand your coverage. Each new branch requires separate verification and compliance review before activation.

The Grid Gas Network is the Operating System for Africa's Gas Utility. We deploy building-level gas infrastructure—shared outdoor storage where feasible, distribution, and prepaid smart metering—and operate it as one coordinated system: telemetry, refills, payments, vendor settlements, and audit logs. Tenants top up and track usage, facility managers oversee operations and vendor selection, and vendors fulfill refills with traceability.

We're currently built for Nigeria and operating in select areas. If you're interested in bringing The Grid to your building or becoming a vendor in your area, please contact us or submit an assessment request. Our infrastructure is designed to be scalable across African markets as we expand.

Start by downloading the app and selecting your role. What happens next depends on your role:

• Building owners/developers: Request a building assessment to explore how The Grid can work for your property.
• Facility managers: Talk to your building owner about requesting an assessment, or contact us to learn more.
• Vendors: Apply to become a vendor by submitting your business information.
• Tenants: If your building uses The Grid, you may receive onboarding instructions from your facility manager—or you can initiate onboarding in the app and get verified to your unit.