CUSTOMER HELP HUB
Help with your solar and battery system
Scanned the sticker on your inverter? Choose your system below for simple guides, quick fixes and links to the manufacturer’s own help pages and videos.
Safety first. Smoke, sparks, a burning smell, or crackling from your inverter or battery? Get everyone out, call 000 and tell them you have solar or a battery. Only use the shutdown procedure at your switchboard if it’s safe to do so. Never open the cover of an inverter or battery.
START HERE
Choose your system
Tap the brand name shown on the front of your inverter or battery.
EV chargers
Sigenergy and Tesla chargers
Not sure?
Find out which system you have
Quick fix: monitoring stopped after a new modem or a change of internet provider? Remember, your solar is still working. Tap your system above and follow the quick fix steps to reconnect it.
Not sure which system you have?
Your inverter or battery is usually on a wall near your switchboard, in the garage or on the side of the house. The brand name is printed on the front: Sigenergy, Tesla, GoodWe, Sungrow, Fronius or Enphase.
Enphase systems are a little different. There’s a small microinverter under each panel on the roof, with a grey or white IQ Gateway box near your switchboard.
Still not sure? Your installation paperwork lists the brand and model of your inverter and battery.
QUICK ANSWERS
Is this normal?
Answers to the questions we get asked most, whatever system you have.
My solar switched off during a blackout
That’s normal. Solar systems connected to the grid must switch off in a blackout so they don’t send power down the lines while people are working on them. If you have a battery with backup installed, it keeps your backed up circuits running.
When the power comes back, your inverter waits at least a minute before it starts again. That’s a safety feature too.
My solar is making less power than usual
Cloud, rain, shorter winter days and shade all lower your output. In winter it’s normal to make around half of what you make in summer.
If your output drops suddenly on a clear sunny day, or your app shows zero during the day, choose your system above and check the lights and common problems.
My app has stopped updating or says offline
Remember, your solar is still working. It’s only the monitoring and reporting in your app that has stopped.
This usually happens after a new modem, a new wifi password or a change of internet provider. Choose your system above and follow the quick fix steps to reconnect it.
Internet dropouts and changes of provider are outside our control, but reconnecting is quick to do yourself. If it still won’t reconnect after following the steps, we can book a technician to reconnect it for you. A service fee applies.
My inverter or battery is making a noise
A quiet hum or a fan running is normal, especially on hot days or when the battery is working hard. Buzzing, crackling or popping isn’t normal. Stay clear and contact us.
My battery ran out before morning
This can happen in winter, on cloudy days or when you use more power at night, like running heaters. Your app shows how much you used and when. Your battery modes and settings are explained on your manufacturer’s help page, so choose your system above to find it.
I’m still getting a power bill
Solar covers what you use during the day. Unless your battery covers the evening, you still buy some power from the grid at night, and there’s a daily supply charge on every bill. Your bill should also show credits for the solar you send to the grid.
My feed in credits are missing
After a new install, your meter needs to be set up for solar and that can take a few weeks. If your bill still doesn’t show export credits after that, check with your electricity retailer. If your retailer says there’s a problem with the connection paperwork, let us know.
Do I need to clean my panels?
Rain usually does the job. If there’s a heavy build up of dirt or bird droppings, we can arrange a panel clean and system check. Fees apply. Please don’t climb on the roof.
WARRANTY AND SERVICE
Warranty claims
Every system we install comes with our 10 year workmanship warranty, and your equipment is covered by the manufacturer’s warranty.
If you think part of your system is faulty, contact us first. We’ll work out what’s going on and, if it’s covered by warranty, deal with the manufacturer for you.
Our warranties are in addition to your rights under the Australian Consumer Law, which can’t be excluded.
What to have ready
- Your name and address
- The brand of your system
- A photo of the inverter screen or lights
- A screenshot of your app, if you can
- What happened and when you noticed it
STILL NEED HELP?
Talk to a real person
Tried the guides and your manufacturer’s help pages and still stuck? Our local team installed your system and we’re here to help. If you can, send a photo of your inverter screen or lights and a screenshot of your app. It helps us sort things out faster.