Check your monitoring information periodically and report concerns when you notice them. Monitoring access does not mean Better Earth will automatically detect every issue or contact you about it. Do not wait for automatic outreach if something appears wrong.
What you can check safely
Check the date and last update time in your monitoring app.
Look for alerts or an unexpected change in reported production.
Note recent internet outages, weather changes or new shading.
Observe visible equipment from a safe, accessible location without opening covers or climbing onto the roof.
A reporting interruption is not automatically a production failure. Likewise, an old production reading does not confirm the system is producing now.
Cleaning and equipment care
Follow the care instructions for your installed panels, inverter and battery. Cleaning needs vary by location and conditions; do not assume every system needs the same schedule. Use a qualified professional for work requiring roof access or close contact with electrical equipment. Do not open equipment enclosures or alter wiring or attachments yourself.
When to request help
Contact Better Earth if an alert persists, performance appears unexpectedly low, or you notice damage. Include your installation address, the date the issue began, the equipment brand and a screenshot or photo that can be obtained safely.
Smoke, sparks, exposed damaged wiring or water near electrical equipment require appropriate urgent assistance. Keep away from unsafe equipment and contact emergency services or your utility when needed; do not wait for routine service scheduling.
What support may involve
Depending on the issue, review may involve remote diagnostics, manufacturer coordination, coverage or authorization review, replacement equipment or an onsite visit. Not every issue can be resolved remotely. Applicable warranties, approvals and charges depend on the agreement and work required.
Call (888) 373-9379 or email [email protected]. If you have an open service request, include its reference number.