What Information to Collect Before Contacting Support
Providing the right information helps MyEnergy assess the issue faster and determine whether it can be resolved remotely.
Please collect:
- Customer name and site address
- MyEnergy job or invoice number, if available
- Current battery state of charge
- Exact fault or alarm code
- Photos of the inverter, batteries and displays
- Screenshots from the monitoring platform
- Time and date the issue started
- Whether the property currently has power
- Whether solar is producing
- Whether the generator is running
- Any recent changes to appliances, internet, wiring or system settings
Briefly explain what happened before the issue started and whether the fault is constant or intermittent.
Do not remove equipment covers or access internal electrical components to collect information.
Phone: 1300 706 870
Email: support@myenergysolar.com.au