Three Ways to Reach Us
If you're experiencing an issue with your solar system, we're here to help. Choose the method that works best for you:
Method | Details | Best For |
Phone | (888) 373-9379 | Urgent issues (roof leak, power outage, electrical) |
Online Form | Non-urgent issues, available 24/7 | |
General questions, follow-ups |
Types of Issues We Handle
Roof Leak — Water intrusion near or around solar panel mounting areas
Electrical Issue — Tripped breakers, wiring problems, power loss in parts of your home
Power Outage — Complete loss of solar production
Production Concerns — System producing less than expected
Monitoring Not Working — Can't see your system data in the app
Battery Issue — Battery not charging, not discharging, or showing errors
Home or Solar System Damage — Physical damage to panels, wiring, or your property
Panel Removal for Reroof — Need panels taken off for roof replacement
Panel Add-On — Want to add more panels to your system (minimum 8 panels)
Conduit Concerns — Issues with visible conduit or piping from solar installation
What to Have Ready
To help us process your request quickly, please have the following information ready:
Your name and address (or Better Earth ID number if you have it)
A description of the issue — what's happening, what you've noticed
When it started — specific date or timeframe
Photos — if applicable (damage, error lights, monitoring screenshots)
What Happens After You Submit
You'll receive a case number — keep this for your records and reference it if you call for an update
Our service team reviews your request and may reach out for additional information
A technician visit is scheduled if needed
You'll be contacted with next steps, scheduling details, and resolution
Response Time Expectations
We prioritize service requests based on urgency:
Issue Type | Expected Response Time |
Roof Leak | 24-48 hours |
Power Outage | 24-48 hours |
Electrical Issue | 2-3 business days |
Production Concerns | 3-5 business days |
Monitoring Issue | 3-5 business days |
Battery Issue | 3-5 business days |
Panel Removal / Add-On | 5-7 business days for quote |
Checking on an Existing Service Request
Already submitted a request and want an update? You can:
Call us at (888) 373-9379 and reference your case number
Email [email protected] with your case number in the subject line
We're committed to resolving your issue as quickly as possible. If your service request has been open for more than 14 days without resolution, please call us and we'll escalate it for priority attention.