Expected Support Response Process

When you contact MyEnergy for support, your request will be reviewed and assigned based on the type and urgency of the issue.

You will receive confirmation that your request has been received.

Please provide:

• Site address
• MyEnergy job number, where available
• System type
• Battery state of charge
• Fault codes or alarms
• Photos or screenshots
• Details of when the issue started

The support team will review the information provided and check available remote monitoring data.

Requests involving complete loss of power, very low batteries or generator failure will be prioritised.

Where possible, MyEnergy will first attempt to diagnose the issue remotely.

You may be asked to:

• Confirm system status
• Check visible switches or displays
• Provide additional photos
• Reduce electrical loads
• Confirm generator fuel and operating mode

Do not remove equipment covers or change system settings unless instructed by MyEnergy.

Depending on the cause, MyEnergy may:

• Resolve the issue remotely
• Arrange further monitoring
• Request manufacturer support
• Provide a repair or replacement quote
• Arrange site attendance
• Lodge a warranty claim

Site attendance, travel and remote support charges may apply where the issue is not covered under warranty.

Response times vary depending on urgency, location, staff availability, parts and manufacturer requirements.

Remote and regional attendance may take longer due to travel, freight and site access requirements.

For urgent support involving loss of power, contact MyEnergy by phone.

Phone: 1300 706 870
Email: support@myenergysolar.com.au