Report an Issue – Renewable Energy System Support

If you are experiencing a problem with your solar panel system, battery storage, heat pump, EV charger, or renewable energy system, you can report the issue using the form below. Simply complete all required fields and provide as much detail as possible. For example, include any error codes, warning lights, unusual noises, system performance concerns, or screenshots from your monitoring app.

The more information you provide, the faster our technical support team can identify the cause and guide you towards a solution.

What Happens After You Submit the Form?

Once you submit your issue, a member of our Technical Support Team will review your case and respond within 72 hours.

This timeframe allows us to complete a thorough investigation. First, we access your system remotely to analyse performance data and run diagnostic tests. Next, we review system logs, inverter data, battery communication, and flow temperatures where relevant. If necessary, we then contact the product manufacturer directly for additional technical support.

Because many renewable energy manufacturers operate in different time zones, communication delays of up to 24 hours can occasionally occur. Therefore, the 72-hour review period ensures we provide an accurate diagnosis rather than a rushed response.

Our priority is to resolve your renewable energy system fault efficiently and correctly the first time.

Have You Checked Our Support Pages?

Before submitting a technical support request, we recommend visiting our dedicated support pages. In many cases, you can resolve common solar, battery, or heat pump issues quickly using our step-by-step resources.

Our manufacturer support sections include:

Troubleshooting guides
Installation manuals and downloadable PDFs
Video tutorials and system walkthroughs
Monitoring app guidance
Frequently asked questions

Whether you need help with a Hanchu battery system, Lux Power inverter, Harnitek heat pump, or HeatBoost radiator setup, our support hub gives you instant access to valuable information.

Please fill-in all fields below to ensure full technical support

Missing Information may lead to delays in our support – Once you submit your issue, a member of our Technical Support Team will review your case and respond within 72 hours.

PLEASE NOTE IF YOUR SYSTEM IS NOT ONLINE, WE CANNOT REMOTE ACCESS THE SYTEM TO PROVIDE SUPPORT

Checkout our Support & Information Section for videos and helpful guides to help you put your system back online.

Which System Do You Have?Battery Brand:Number of Batteries:Do You Have A Hanchu Gateway?

Inverter Serial NumberBattery Serial Numbers: *Please ensure their is a space between each serial number*

Tell Us In A few Words What Your Issue Is!

Date the Issue StartedWhat time the Issue Start? *Please use 24hr Format: i.e. 18:30*

Your NameAddressPost CodeTelephone NumberEmail Address

Optional photos and videos

Help our technical team see the issue.

None of these files are required. You can add JPG, PNG, WEBP, HEIC, MP4, MOV or WEBM files up to 8MB each. Uploaded evidence is sent securely with your support ticket.

InverterUpload photos or a short video of the inverter, including its display where relevant.

BatteriesUpload photos of your batteries and their visible connections.

Serial NumbersUpload clear photos of battery, controller and Wi-Fi dongle serial numbers.

Controller / Wi-Fi DongleUpload photos of the controller or Wi-Fi dongle, including any lights or messages.

WiringUpload photos or a short video that shows the wiring around the relevant equipment.

CT PlacementUpload a clear photo showing where the CT is placed.

Before you send this support request, HEG will use the details to handle it. Where the Renewable Energy Consumer Code applies, your information may be shared with RECC and its auditors for Code-monitoring purposes, and RECC may contact you. Read our Personal Data Notice.