Support and warranty
Help with your solar, battery or EV charger.
Something not right? Start here, whether we installed your system or someone else did. Most problems are sorted with a phone call.
Safety first. Burning smell, smoke, sparks or water in the switchboard? Turn the system off at the isolators, keep everyone away and call 000 – then call us on (02) 6182 2724.
Before you report
Quick checks you can do safely.
Pick what is happening. None of these needs a ladder or a screwdriver.
- Solar makes little or nothing at night, early in the morning or under heavy cloud. Check again in the middle of a sunny day.
- Is the power out in your street? Most solar inverters switch off during a power cut unless you have a battery with backup. Check your network's outage map (Evoenergy in the ACT, Essential Energy in NSW).
- Look at the inverter's screen or lights and write down any message or code. A photo is even better.
- If the app says the system is offline, the problem may be the Wi-Fi link, not the panels (see App or monitoring offline).
- A battery charges from spare solar (and from the grid only if it is set to). On a dull day, or while the house uses a lot of power, it may not fill.
- Many batteries keep a reserve for blackouts, or follow a plan set by your retailer or virtual power plant, so the level can stop below 100% on purpose.
- In cold weather some batteries charge more slowly to protect themselves.
- Check the app for an alert or code and take a screenshot.
- Write down the exact code or message and take a photo of the inverter's screen or lights.
- Was there a power cut or a storm? Some inverters show a grid fault afterwards and recover by themselves once the grid is steady again.
- Please don't open the inverter or keep switching isolators off and on.
- Did your internet change? A new modem, Wi-Fi name or password stops the system reporting. Reconnecting it to your Wi-Fi usually fixes it, and we can talk you through it.
- Check your internet works on another device.
- The system usually keeps working while the app is offline: look at the inverter's screen or lights.
- Many batteries need to stay online for their warranty, so tell us if it has been offline for more than a few days.
- Keep away from damaged panels, cables, the inverter and the battery, and don't go on the roof.
- After a storm or hail, take photos from the ground, and check with your home insurer too.
- If anything is smoking, sparking or smells of burning, or there is water in the switchboard, call 000 first, then us.
- Inverters and batteries hum, and their fans run, when they are busy, especially in the middle of a hot day. That is normal.
- Clicking, buzzing that keeps getting louder, or a smell is not normal. Note when it happens and send us a short video if you can.
- Your first bills after installation may not show solar credits until the meter is set up for solar and your retailer updates your plan.
- Check that your plan has a feed-in tariff.
- The energy your app shows as exported should be close to the export figure on your bill for the same dates.
Report a problem
Tell us what is happening.
About three minutes. It goes straight to our support team, who match it to your installation and call you back.
Report received
Your reference is
- We look at it and match it to your installation, if we did it.
- We call you to work out what is going on; many things are fixed over the phone.
- If a part or a visit is needed, we arrange it with the maker and tell you any cost first.
Check your warranty
Is it still under warranty?
Pick the product and roughly when it was installed. We show the maker’s warranty from our catalogue, and our own 10-year workmanship warranty if we installed it.
A guide only: warranty terms depend on the exact model, its registration and how it has been looked after, and makers change their terms. We confirm yours when you get in touch. The Australian Consumer Law’s consumer guarantees apply on top of any warranty.
The makers direct
Their own support lines and apps.
Most makers ask you to go through your installer first, and we are happy to do that for you. If you want to reach them yourself:
AIKO
FoxESSFoxCloud 2.0 app
- Phone 1300 377 369
- Email service.au@fox-ess.com
- Support page ↗
GoodWeSEMS+ app
- Phone 03 9918 3905
- Email service.au@goodwe.com
- Support page ↗
iStore
- Phone 1300 552 619
- Email warranty@istore.net.au
- Support page ↗
Jinko Solar
- Phone 1300 326 182
- Email aus@jinkosolar.com
- Support page ↗
Reclaim Energy
- Phone 1300 383 815
- Email warranty@reclaimenergy.com.au
- Support page ↗
- Serial number: Heat pump: the plate on the front. Tank: its own plate. Controller: on the side.
Risen Energy
- Phone 1300 353 333
- Email afterservice@risen.com
- Support page ↗
- Serial number: A clear photo of the panel's barcode label is needed for a claim.
SigenergymySigen app
SungrowiSolarCloud app
Tesla EnergyTesla app
- Phone 1800 64 6952
- Support page ↗
- Serial number: The Gateway's part and serial numbers are on a sticker inside the Gateway door.
TigoTigo Energy Intelligence app
WINAICO
Good to know
Warranty and support questions.
Do you help with systems you didn't install?
Yes. Tell us about it here and we will call you back for a free phone check of what is going on. If a visit is needed, we tell you the cost before we come.
My installer has gone out of business. Who honours my warranty?
The product warranties are with the makers, so they still stand: their support lines are on this page. We can do the fault-finding and the paperwork with the maker for you.
Is it covered by warranty?
Faults in a product are usually covered by its maker; faults in the installation by the installer's workmanship warranty (ours is 10 years on solar and battery installs). Damage from storms, hail, animals or other people working on the system usually is not, though your home insurance may cover it. The Australian Consumer Law's consumer guarantees apply on top of any warranty.
What should I have ready?
Photos of the inverter or battery screen and of its label (the model and serial number), any error code, and roughly when the problem started.
How long does a warranty claim take?
Most makers ask the installer to test the system and send photos and serial numbers first. Simple faults are often sorted remotely within days; a replacement part can take longer, depending on stock.
Will I have to pay?
Not for anything covered by warranty. For anything else, we tell you the cost before we do the work.