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Bill Questions

If you have any questions about your energy bills, please check with your energy retailer.

Quick Solutions

The table below lists all the common errors and instructions that you will find useful to resolve your problem efficiently and effectively.

Our Service Process

Below is an outline of our entire service process and our regular processing time is 30 working days. Service requests are dependent on the handling and processing procedure of the manufacturers and/or suppliers.

1. Shut Down Procedure

Simply follow the steps below to shut down your entire solar system. Sometimes, a simple restart could help to make your system functional again, just like when your computer freezes!

Instructions for Shutdown Procedure:

Step 1: Go to your switchboard and open it. Locate the Solar Supply Main Switch and flick the switch to the off position.

Step 2: If your solar power inverter is more than 3 metres away from your switchboard, you must locate the switch marked, Solar AC Isolator. This will be located next to your inverter. If your inverter and switchboard are within 3 metres of each other, disregard this step

Step 3: Go to your inverter and find the switch marked PV Array and DC Isolator. Flick this switch to the off (O) position (in some cases there will be two switches). The off (O) position is usually downwards and the on (I) position is upwards.

Step 4: Your inverter may have a switch marked Inverter Isolator. If it does, flick this switch to the off position. If you cannot locate this switch on your inverter, skip this step. Your solar PV system should now be completely switched off. All lights and screen displays will be dead. Keep the system off for a minimum of five minutes.

Step 5: To re­start your system, follow this guide in reverse. Simply, flick all switches back on in the same order that they were switched off but in reverse. *Please note any changes to the inverter

2. Monitor and Observe

Monitor the LCD screen on your inverter after you have completed the shut down procedure. If there are stable green lights and no error message on the LCD screen, congratulations your solar system is working again. If there are red lights and/or error message, please take a photo of the LCD screen and attach it to the form below.

3. Complete the Service Request form

Submit the form below with all required fields completed and all files attached.
*Please note: Failure to provide full information and photos may delay the process of warranty claim.

4. Diagnose and Resolution

Once we have received your form, we endeavour to diagnose the issue and respond to your service request within three business days. In case of emergency, please shut down your solar system.

5. Next steps

Usually, the fault will lie within the inverter or the accessories (DC, AC breakers and other parts). Depending on what the fault is, we will advise you via email what are the next steps to take. We may either arrange for an inspection to further confirm if the fault lies within the accessories or we will lodge a claim with the manufacturer if the fault is with the inverter. Service call charges shall be applicable but not limited to the following situations

• False or inaccurate claims
• Warranty no longer valid

Please refer to the inverter supplier news and service request form below for more information.

Inverter Supplier News

If you currently own inverters of brand AeroSharp Australia, CMS and Kinglong New Energy (KLNE), please be informed that it has been confirmed that these companies have entered into administration. All warranties under these companies have now become void. Affected customers will have to pay a minimal charge for the replacement unit and labour fee and Wholesale Solar Energy will assist with the replacement.

If you currently own inverters of brand Olympia, Samil Power, Solar King (Powercomm) and Think Solar, please be informed that the manufacturer now requires customers to pay for the labour fee involved with the replacement unit. Labour fee may cost between $100 to $300 depending on your location. Alternatively, you may engage your own electrician to assist with the replacement.

If you currently own inverters of brand Latronics PVE, please contact the manufacturer directly at 1300 550 204 for quicker assistance. You may wish to visit their website at http://www.latronics.com.au/ for more information.

If you currently own inverters of brand Sungrow, please contact the manufacturer directly at 1300 201 106 for quicker assistance. You may wish to visit their website at http://www.sungrowpower.com.au/ for more information.

We apologize in advance for any inconvenience caused.