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Find answers to the most common questions below.
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Installation
Scheduling, delays, on-day issues
Battery & Inverter
Performance, charging, errors
App & Monitoring
WiFi, login, settings
Backup Power
Blackout protection setup
Billing & Invoices
Payment, disputes, documents
Cancellations
Refunds, cooling off
Warranty
Claims, compliance certificates
Rebates
Incentives, deadlines, documents
How long does installation take, and how is the date confirmed?
Our typical timeframe from deposit to installation is 4–8 weeks, depending on your location, installer availability, and network application approvals (where required). Regional areas will take longer.
Once your order is confirmed, our onboarding team will be in touch to schedule your installation at a time that works for you, and you'll receive an email confirmation. If you’ve been waiting longer than this timeframe without an update, or need to follow up on your booking, please lodge a support ticket with your order reference number.
Can I reschedule my installation date?
Yes. If you need to change your booked date, please lodge a support ticket with your preferred alternative dates as soon as possible — ideally at least 48 hours before the scheduled visit. Rescheduling may extend your wait depending on installer availability.
Please note: If you cancel or reschedule the day of installation after the installer has already arrived at your property, a call-out fee will apply.
My installation date passed and no one showed up — what do I do?
We apologise for this. Please lodge a support ticket with your installation address, and we’ll contact the installer directly to arrange a new date. For same-day issues where the installer may still be nearby, you can also call us on 1300 689 572.
What if my installation is partially complete, or items from my contract are missing?
If the installer was unable to complete the job (e.g. due to site constraints, unsuitable switchboards, or missing tools), or if physical items from your contract weren't delivered (such as weather canopies, parallel kits, or fire alarms), we will arrange a follow-up visit.
Please lodge a support ticket outlining what happened and list each outstanding or missing item. Include your installation address, and we'll prioritise getting someone back to your property to resolve the issue.
Note: We do not invoice you for incomplete work — do not pay your final invoice until all contracted items are delivered and the system is commissioned.
The installer caused damage to my property — what should I do?
If installation work has caused damage (e.g. roof leaks from cable runs, cement on driveways, circuit breaker issues, or other damage to your property), please lodge a support ticket with photos and a description. We'll review and arrange an inspection as needed.
The wrong system was installed — it doesn't match my quote.
If the installed system doesn't match your signed contract (e.g. different inverter size, battery capacity, or brand), please lodge a support ticket with your contract details and a description of what was installed. We’ll review and arrange rectification at no additional cost. Do not finalise payment until this is resolved.
Can I change my battery location or inverter size before installation?
Yes — changes to battery location or system specs need to be confirmed before your installation date. Contact our support team via a ticket as early as possible with the changes you'd like to make. Depending on the change, a revised quote or pre-install site inspection may be required. Changes on the day of installation may not be possible.
Does my installation include connecting my existing solar panels to the new system?
It depends on the type of connection:
AC coupling (standard) — connecting your existing solar inverter to the new battery system is included as part of a standard installation.
DC coupling (optional, additional cost) — connecting your solar panels directly to the new inverter at DC level is not included by default. This is an optional upgrade and incurs an additional cost of approximately $800–$1,500 depending on the complexity of your setup.
If you'd like DC coupling added to your installation, or if you're unsure which applies to your system, contact our support team via a ticket and we'll advise on the right option for your setup.
My battery is not charging — what should I check first?
Start by checking your monitoring app to confirm the system is online. Then check whether solar production is showing in the app:
If no solar production is showing: Please check your solar inverter first — there may be a separate fault with the solar side of the system.
If solar production is showing: Check for any fault codes on the battery inverter display or in the app and note them down. Also check that your main switchboard circuit breakers haven't tripped.
My system is showing a fault code or making a beeping/alarm sound — what do I do?
A repeating alarm usually indicates a fault condition or warning state. Check the inverter display or app for a corresponding fault/error code. Fault codes vary by brand, so please lodge a support ticket and include your battery brand, the exact error/fault code number, and a photo of the display if possible.
Our technical team can often resolve faults remotely via firmware or settings adjustments. If the alarm persists or the issue requires physical intervention, we'll advise if an on-site visit is needed.
Note: If the battery was recently installed and has never charged, please submit a ticket with any fault codes and photos of the inverter display.
My battery percentage seems stuck, or the status shows "idle" or "waiting."
Unexpected app readings can usually be resolved with a few quick checks:
Stuck percentage: Try refreshing the monitoring app and waiting 15–20 minutes. If readings remain incorrect after 24 hours (e.g., permanently showing 0%, 10%, or a fixed number), this may indicate a calibration or communication issue.
Idle or Waiting: This is sometimes normal (e.g., the battery is fully charged and there's no solar or grid demand). However, if the system stays idle for an extended period during the day while solar is available, it may indicate a configuration issue. Check the operating mode in your app — it should be set to "Self Consumption" for standard use.
If you've checked these and the issue persists, please lodge a support ticket and our team will run a remote diagnostic.
One of my battery modules has its LED light off — is there a problem?
On modular systems (e.g. Neovolt), all modules should show a status LED. If one or more modules have their indicator light off while others are on, this may indicate a communications fault or a faulty module. Please take a photo and lodge a ticket. If the system was recently installed, this may be covered under warranty.
My electricity bill has increased since installation — could there be a fault?
A correctly configured system should reduce grid import and lower your bills. If your bill has increased, check:
Is your app showing large grid consumption even during the day?
Has your retailer updated your tariff to a solar-compatible plan?
Is the battery set to "Self Consumption" mode (not "Time of Use" or "Backup" only)?
If you've checked these and are still seeing higher bills, please lodge a ticket with screenshots from your app and we'll investigate the system configuration.
My battery isn't charging or discharging at its full rated capacity.
Reduced charge/discharge rates can be caused by incorrect inverter settings, a battery temperature protection mode, an inverter firmware limitation, or a missing parallel kit (for multi-inverter systems). Please lodge a ticket with your system specs (battery brand, inverter model, capacity) and what rates you're seeing vs what was quoted. Our technical team will investigate.
A firmware update caused my battery to stop working — how do I recover?
Do not attempt further updates until you contact us. Some firmware updates require specific steps or can put systems into a recovery mode. Please lodge a support ticket with your battery brand, which firmware version you attempted to install, and what the system is currently doing. In many cases our team can assist remotely.
My solar panels aren't connecting to the new battery/inverter system.
If your app shows no solar PV input despite sunny conditions, this usually means the solar strings weren't correctly connected to the new hybrid inverter during installation. Please lodge a ticket with a screenshot of your app showing zero PV generation. An installer visit will be required to rectify the connection — this is covered at no charge if it was part of your installation scope.
My inverter went into EPS/grid-loss mode even though the grid is working.
This usually means the inverter has lost its grid connection — a common cause is a tripped circuit breaker or a loose grid connection. Try: (1) power cycling the inverter by switching off and back on at the wall, (2) checking your switchboard for any tripped breakers. If it persists, please call us on 1300 689 572 as EPS mode will drain your battery without recharging.
My solar circuit breaker keeps tripping since the battery was installed.
A circuit breaker tripping regularly after battery installation usually indicates an issue with the new system's load or an incorrect circuit configuration. This requires a technician visit. Please lodge a support ticket with your installation address and we'll arrange an inspection. Do not repeatedly reset the breaker without investigation.
There is always-on consumption showing in the app even when everything is switched off.
High always-on consumption (e.g. 700W+ showing even with all appliances off) often indicates a CT clamp (energy meter sensor) installed incorrectly during the battery installation. This is an installation issue requiring a technician visit. Lodge a ticket with a screenshot of the app and your installation address.
My monitoring app shows the system as "offline" — is it still working?
The battery is likely still functional even if the app shows "offline." Please check the inverter screen or the battery LED status lights first. An "offline" reading usually just means the inverter has lost its WiFi connection, not that the system has stopped working.
To reconnect: (1) restart your home WiFi router, (2) wait 3–5 minutes, (3) switch the inverter off and back on. If the status still seems unusual after reconnecting, please lodge a ticket.
I changed my WiFi router or password — how do I reconnect my inverter?
Each inverter brand has a different WiFi reconnection process. As a general guide: look for a "WiFi" or "Network" button or setting on your inverter, then use the inverter's hotspot (usually named after the serial number) to re-enter your new WiFi credentials via the app. If you're unable to find the hotspot or the reconnection fails, please lodge a ticket with your inverter brand and we'll send brand-specific instructions.
My inverter only connects via iPhone hotspot and not my home WiFi — why?
Most inverters require a 2.4GHz WiFi network — 5GHz is generally not supported. If your router broadcasts both bands under the same network name, the inverter may fail to connect. Try creating a dedicated 2.4GHz-only network on your router, or use a WiFi extender if the signal at the inverter is weak. Please note this applies specifically to VoltX Energy/Solplanet battery systems — other brands may behave differently. Lodge a ticket if this doesn't resolve it.
I didn't receive setup instructions for the monitoring app after installation.
Activation links are typically provided during installation. If you didn't receive them, first check the app manual for your battery brand as some systems allow you to initiate commissioning yourself. If the issue persists, lodge a ticket with your installation address and date and we'll send the correct login and setup instructions for your battery brand (Solplanet, FoxESS Cloud, Neovolt, Alpha ESS, etc.).
The app is showing 0% or all zeros for solar, battery and grid readings.
There are two possible causes: (1) System is offline — follow the app manual to re-pair the inverter to your WiFi router. If the hotspot is missing or reconnection fails, lodge a ticket with your inverter brand. (2) System is connected but showing zeros — this may indicate a CT clamp (energy sensor) issue or a firmware problem. Take a screenshot of the app and lodge a ticket so we can investigate.
I can't log in to the monitoring app — my password isn't working.
Use the "Forgot Password" option on the login screen first. Each battery brand has its own app — make sure you're using the right one for your system. If you're unsure which app to use, lodge a ticket with your battery brand and installation address and we'll confirm the correct portal and reset your credentials.
How do I set up Time of Use (TOU) charging — grid charge during off-peak?
Follow the app manual specific to your battery brand for Time of Use settings — each brand has a slightly different setup process. Generally, TOU charging is found under "Working Mode → Time of Use" or "Schedule", where you set the grid charge start/end times and target. If you need further assistance setting this up, please lodge a ticket and specify your battery brand.
How do I set my battery to export to the grid?
Use your battery's monitoring app to manage grid export settings — refer to the app manual for your battery brand for the correct steps. Certain VPP (Virtual Power Plant) companies can also control grid export directly if your battery is enrolled in their program. Please note that grid export may require network approval and is not available on all systems. If you need assistance, lodge a ticket with your battery brand.
Can I connect my battery to Amber Energy or a Virtual Power Plant (VPP), or enable remote access?
Compatibility with Amber Energy and VPP programs depends on your specific battery brand and model. Some systems require a serial number and check code (e.g. Neovolt), while others use API integration or remote operation settings.
We recommend contacting your VPP or energy provider first to confirm whether your battery is supported and what setup is required. If your system is not yet supported, you may be able to manually configure app schedules to align with your energy tariffs in the meantime.
If you need assistance, please lodge a support ticket with your battery brand, inverter model, and energy retailer or VPP provider, and our team will help guide you through the setup.
The Solplanet/FoxESS/Neovolt app is no longer showing my system — it's disappeared.
This usually means the plant was accidentally removed from your account or your account credentials were changed. Lodge a ticket with your installation address, battery brand, and app username. We'll request a re-invitation or re-link your system to your account.
I want to give my energy retailer remote access to my battery — how do I do this?
VPP and Amber Energy compatibility depends on your specific battery brand and model. We recommend contacting your VPP provider first to confirm whether your battery is supported and what they require. If your brand isn't listed yet, you may be able to manually configure app schedules to align with your tariffs in the meantime. Lodge a ticket with your battery brand, inverter model, and the retailer's name if you need help.
How do I change my battery's WiFi settings if I want to update the password?
Changing the WiFi settings on a battery inverter is not a standard self-service action and in most cases requires contacting the manufacturer. If you do need to update your WiFi credentials, please lodge a ticket with your battery brand and we'll attempt to coordinate with the manufacturer and send you the appropriate instructions.
I paid for blackout protection but it didn't work during a power outage.
Blackout protection should switch automatically within milliseconds of a grid failure. If it didn't activate, common causes include: it was not configured during installation, the automatic changeover switch wasn't installed, or it requires manual switching. Please lodge a support ticket with your installation address and we'll arrange an inspection.
I wasn't told that my battery doesn't provide backup power — what are my options?
Some systems are sold as grid-tied only (no backup) — this should have been made clear at the time of purchase. If backup was not in your original quote but you'd like to add it, additional hardware (an automatic changeover switch and backup circuit wiring) is required. Please lodge a ticket and we'll assess your system and provide a quote for the upgrade.
I was told I can't have blackout protection due to my switchboard — what are my options?
Some older switchboards require an upgrade before blackout protection can be safely installed. In some cases, a backup power point (installed next to the inverter/battery) can provide a limited emergency power option without a full switchboard upgrade. Please lodge a ticket requesting an assessment and quote for a switchboard upgrade or backup power point option.
How do I prepare my battery for an upcoming planned blackout?
If you know a planned outage is coming, set your battery to charge 100% beforehand. In your monitoring app, switch to "Backup" or "Backup Reserve" mode, which will prioritise charging your battery to maximum capacity. You can also use the Time of Use scheduler to charge overnight before the planned outage. Check your specific app for the exact setting name — it varies by brand.
Why didn't my battery switch to backup power immediately — there was a short delay?
It is normal for a battery to take a small amount of time (typically under 20ms) to switch to backup mode. However, if the delay was noticeable (several seconds) or appliances reset, this may indicate a configuration or hardware issue. Lodge a ticket with your battery brand and a description of what happened during the outage.
I've already paid my invoice but keep getting overdue payment reminders.
Automated reminders can sometimes continue briefly after payment is received while our systems update. Please lodge a ticket with your invoice number and proof of payment (bank transfer receipt or card confirmation). We'll update your account and stop the reminders. Do not make a second payment — contact us first to confirm whether your original payment was received.
There are charges on my invoice I don't recognise or disagree with.
Do not pay any amount you're unsure about before contacting us. Common disputed items include: cabling charges, disposal fees, blackout protection additions, or charges for work not completed. Please lodge a ticket with your invoice number and a description of the disputed item. We'll review the charge and issue a corrected invoice if needed. All billing disputes are paused from collection while under review.
The installation isn't finished — do I have to pay the final invoice?
No. You are not required to pay your final invoice until the installation is completed as per your signed contract. If you're receiving invoices for incomplete work, please lodge a ticket with a list of outstanding items. Billing will be placed on hold while outstanding installation items are resolved.
How do I request a copy of my invoice or installation documents?
You can request copies of your invoice, installation certificate, warranty documents, Certificate of Compliance (Electrical Work), and Permission to Connect (PTC) by lodging a ticket and selecting "Document request" as the issue type. Please include your installation address and we'll email all relevant documents within 2 business days.
Can I pay my invoice via bank transfer? How do I confirm the correct bank details?
Yes, bank transfer is accepted. Bank details are on your invoice. If your bank flags the BSB as incorrect or you're unsure, please call us on 1300 689 572 to verify before transferring. Always use your order or invoice number as the payment reference. Do not pay to any BSB/account that wasn't provided directly on your VoltX Energy invoice.
Can I split my payment across two cards?
Split card payments aren't available through our standard online payment portal, but can be arranged manually. Please lodge a support ticket with the split amounts you'd like, and our accounts team will process the payments for you.
My Brighte / green loan provider hasn't received an invoice from VoltX Energy yet.
Loan-funded installations require us to submit an invoice directly to your finance provider (e.g. Brighte). If your provider hasn't received it within 5 business days of installation, please lodge a ticket and select "Billing — finance/loan" as the issue type. Include your loan provider name, loan reference number, and installation date. We'll submit directly to them.
How do I cancel my order and get my deposit back?
To request a cancellation and refund, lodge a ticket and select "Cancellation / Refund" as the issue type. Include your full name, order reference number, and reason for cancellation. Standard deposit refunds are processed within 5–10 business days back to your original payment method. Cancellation terms may vary — refer to your signed contract for details.
I'm within my cooling-off period — how do I cancel?
If you're still within the cooling-off period specified in your contract, please lodge a support ticket with the date you signed your contract. Your ticket will be timestamped on submission, giving you a record of when you notified us. Cooling-off periods vary by contract type — please refer to your signed contract for the applicable period and conditions.
How long does a refund take to be processed?
Refunds are typically processed within 5–10 business days from the date your cancellation is confirmed. Refunds are returned to the original payment method. If you haven't received your refund after 10 business days, please lodge a ticket with your order reference and we'll investigate with our accounts team.
What does my warranty cover and for how long?
Warranty terms vary by battery brand and model, but typically include:
Product warranty: 10 years on most battery and inverter hardware against manufacturing defects.
Capacity warranty: Guaranteed minimum capacity at end of warranty period (usually 70–80% of original).
Workmanship warranty: Covers installation defects — duration varies, check your contract.
Warranties do not cover physical damage, storm damage, or misuse. Your warranty certificate is included in your installation documentation. We manage all warranty claims with manufacturers on your behalf.
Note: Click here to download warranty documents for selected solar battery systems.
How do I make a warranty claim?
Please lodge a ticket and select "Warranty claim" as the issue type. Include: your full name, installation address, battery brand and model, serial number (found on the unit or your installation certificate), and a description of the fault. We'll assess and manage the claim with the manufacturer on your behalf — you do not need to contact the manufacturer directly.
Storm or flooding damaged my system — is this covered?
Physical and weather damage (storm, lightning, flooding) is generally not covered under product or workmanship warranties — this falls under your home and contents insurance. Contact your insurer first. We can support your insurance claim by providing a technical assessment report, photos, and documentation. Lodge a ticket and select "Physical damage" as the issue type.
How do I get my Certificate of Compliance (Electrical Work) or Permission to Connect?
The Certificate of Compliance for Electrical Work (CCEW) is issued by the licensed electrician after installation and submitted to your state's energy authority. The Permission to Connect (PTC) is issued by your Distribution Network Service Provider (DNSP) such as Endeavour Energy, Ausgrid, or Energex. If you haven't received copies, lodge a ticket and select "Document request" — we'll follow up and provide copies within 2–3 business days.
My system failed shortly after installation — is it covered?
If your system fails shortly after installation, we'll need to investigate the cause — this could be a manufacturing defect, an installation issue, or another cause, and the outcome affects which warranty applies and how it's resolved. Please lodge a support ticket with your battery brand, serial number, and a description of the failure. Photos or a short video of the fault are very helpful.
Where can I download product warranty terms?
Visit our warranty page to download PDFs for each product: https://voltxenergy.com.au/pages/warranty
What is the government battery rebate and how do I claim it?
The Australian Government's Cheaper Home Batteries Program provides a discount of approximately 30% on eligible battery installations via the Small-scale Technology Certificates (STC) scheme. The rebate is applied as a discount at the point of purchase — you don't need to claim it separately. VoltX Energy handles the STC registration on your behalf. The system must be installed and certified to be eligible. For questions about the rebate amount on your quote, lodge a ticket or call us.
Will I lose the government rebate if my installation is delayed?
The Cheaper Home Batteries Program runs until at least 2030 for the STC scheme. Your eligibility is based on when the system is installed and certified, not when you pay your deposit. However, STC values can change based on government policy. If you are concerned about your specific rebate amount or a deadline in your state, contact our support team via a ticket and we'll discuss your situation.
Can I add more battery capacity to my existing VoltX Energy system later?
Most modular systems (Neovolt, Alpha ESS, Hinen) support capacity expansion by adding battery modules. Whether this is possible depends on your current inverter and battery model. Lodge a ticket with your current system details (battery brand, inverter model, current capacity) and we'll confirm what's possible and provide a quote for expansion.
What monitoring app does my battery use?
The app depends on your battery brand: Solplanet App for Solplanet and Olipower systems, FoxESS Cloud for FoxESS batteries, Neovolt App for Neovolt systems, AlphaESS App for Alpha ESS, and the SOFAR App for SOFAR systems. If you're unsure, please lodge a support ticket with your battery brand and installation address and we'll confirm the right app and send setup instructions.
How does the referral program work and how do I receive my voucher?
For full details on how our referral program works and to register a referral, please visit the referral page on the VoltX Energy website. If you've already made a referral and have a question about your reward, please lodge a support ticket with your name, your friend's name, their installation address, and the installation date.
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