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.
Make your report easy to follow
Describe the sequence of events in a few short sentences. Include what was operating when the problem started, whether it has happened before and what you can currently see on the display. If the issue comes and goes, record the times it appears and clears. A photo of the exact message is more useful than a general description such as “the inverter has an error”.
Check that screenshots show the date and time of the reading. If your monitoring platform is offline, mention that and distinguish the last recorded reading from what the equipment display shows now. Let the team know the best contact person for the site and when they can be reached. Do not send passwords or access codes in your initial support message; ask the team how to arrange any access they need.
Phone: 1300 706 870
Email: support@myenergysolar.com.au