STEP 1 · YOUR SYSTEM
Which product do you have?
Match the logo on your inverter, battery or monitoring app. Tap it once and every guide below will be personalised for that product.
Urgent help: No power or another urgent issue?Call Esena 1300 239 296
ESENA CUSTOMER CARE
Solar & battery support, made simple.
Choose your product, download the correct monitoring app and follow a clear customer step-by-step guide. If it still isn’t fixed, your product and completed checks carry straight into a support request.
QUICK HELP
01
Choose your productGuidance adapts to your system
02
Get the correct appVerified official store links
03
Tell us if it workedOne click records a resolved issue
04
Get a faster handoverYour selections follow into the ticket
STEP 2 · DIAGNOSE
What’s happening?
Choose the closest symptom. Each guide starts with the quickest and safest checks.
QUICK ANSWERS
Questions customers ask us most.
Simple answers for common solar and battery behaviour.
Where do I download my monitoring app?+
Choose your product, then open the “Download & use the app” article. It includes the correct customer app, verified iPhone and Android links, setup steps and any product-specific warnings.
Which app should a Pylontech customer use?+
Esena-installed Force H3X/FH3X customers use the one customer app named Pylontech. The RESS web portal and PylontechPro are for installer or service workflows.
Does “offline” mean my solar has stopped?+
Not necessarily. It often means the monitoring connection has dropped while the inverter continues operating. Check the last update time and visible equipment status first.
Why is my battery not charging from solar?+
Your home uses solar first. The battery receives only the surplus, and reserve, operating mode, schedule, temperature or protection can also affect charging.
Why is one battery or rack offline?+
It may be a communication issue affecting one device rather than the whole system. Open the device list, note the exact rack number and last update, take a safe photo of the lights and create a ticket. Do not touch battery cables or repeatedly reset a breaker.
Will my whole home work in a blackout?+
Only circuits connected to the system’s backup output will run. Available power also depends on battery charge and the inverter’s backup limit.
What should I do if backup does not start?+
Turn off high-load appliances, check the battery percentage and follow only the clearly labelled automatic or manual backup arrangement in your handover. Do not move an unclear switch—call Esena on 1300 239 296 if backup does not start.
Why am I exporting while my battery is charging?+
Solar can be producing more than the home and battery can accept at that moment. A small or brief export can be normal; repeated export while the battery is clearly able to charge should be sent to Esena with screenshots.
Why is my home using grid power when the battery has charge?+
The battery may be holding its backup reserve, a large appliance may exceed its output, or a three-phase or controlled-load circuit may be supplied separately. Capture the app flow and appliances running if it continues.
What photos should I send with a ticket?+
Send a full equipment photo, the exact light or error code, an app screenshot showing the timestamp and energy flow, and a safe photo of any labelled backup switch. Never send passwords or expose wiring.
What position should my GoodWe automatic backup selector be in?+
If your Esena handover identifies a Battery / Auto position for the automatic backup selector, leave it there during normal operation. Do not move a switch if it is not clearly labelled—send Esena a photo or call 1300 239 296 so the installation can be confirmed.
Why doesn’t the app match my electricity bill?+
The systems measure at different points and intervals. Retailer data can be delayed by a day or more, and tariff charges are not shown in most system apps.
What if I don’t know my product brand?+
Use the general guides and include a clear photo of the inverter and battery front in your support request. Esena can identify the equipment.
STEP 3 · EXPERT SUPPORT
Still not sorted? We’ll take it from here.
Send the details once. Your selected product and troubleshooting path are included automatically so the team can start in the right place.