All FAQ's

If you have an Enphase system, you will probably hear both terms being used when speaking about communication issues. An Envoy and Gateway serve the same purpose, which is to transmit the information from your system to the monitoring app.

This alert occurs when there is an interference in the communication between your inverter and your internet. This does not mean that your system isn’t producing. It just means that we are unable to monitor it. In most cases, all this means is that your wifi connection has broken. The good news is, it’s easy to reconnect it. We made some step by step videos you can reference here: https://www.solarholler.com/remote-troubleshooting/

Yes! It’s easier than you may think. This link will take you some DIY videos you can use: https://www.solarholler.com/remote-troubleshooting/

It can take 1 to 2 billing cycles before you start to see the full benefits of your solar. Most utility companies run a month behind.

You’ll want to work directly with Credit Human on that. You can reach them by phone at 1-800-688-7228. You can also make arrangements by visiting Credit Humans’ webpage at www.credithuman.com/ways-to-pay-your-loan

PTO=Permission to Operate. This means that your system has a bidirectional (two-way meter) that allows you to export to the grid!

Congrats! Reach out to your project manager at projectmanagement@solarholler.com so they can verify that all necessary paperwork has been received and get your system set to full export.

You should have received an email when the electrical components were installed. lt allows you to set up an account and access the system on the website or with an app. Email service@solarholler.com with a request for the email if you need us to resend it.

AEP: netmetering@aep.com. For all other utilities contact the customer service line located on your bill and request their net metering department.

Yes! You can reach out to our billing team by phone at (304) 236-1007 or by email at billing@solarholler.com.

Down the line you may decide to get a new roof. Just give our service team a call and we’ll provide a quote for de-installation and re-installation of your solar panels.

Though rare, roof leaks can occur. Please contact us directly at service@solarholler.com and include photos of the affected area(s) in your email. We’ll send someone out to take a look as quickly as we can. Any leak related to our work is covered under our 5-year roof penetration warranty. If it’s unrelated, we’ll still do our best to fix it, but in those cases it’s a billable service.

Yay! We encourage you to get to know your equipment! Your manufacturer has a lot of resources that will help you become more familiar with your system. Follow the links below.

Enphase: https://enphase.com/homeowners

Solar Edge: https://www.solaredge.com/us/support/system-owner

Tesla: powerwallsupportNA@tesla.com 

We work with several companies that provide fantastic warranties and customer support. Some have after hours over holidays and weekends. You can also use the customer service portals inside your Solar Holler app. Not only can the manufacturer help you troubleshoot your solar, please also ask them about your parts and labor warranties.

Enphase: 877-797-4743

SolarEdge: 510-498-3200

Omnidian – You can contact them at support@omnidian.com or by phone at 855-685-1067

Tesla Customer Technical Support (for customers): Phone: 888-765-2489 or email powerwallsupportNA@tesla.com

It’s best to first reach out to your utility for any questions related to your utility bills. However, we are happy to help you understand how your billing data aligns with your monitoring data and to make sure your production is being reflected on your bills as expected. Please contact our team with any questions or to request a billing review!

No, choosing to add battery storage to your solar will not affect your grandfathering status.

Not all homes will be a good fit and we’ll give it to you straight.  If you live deep in a holler or under a canopy of pine trees, chances are you’re not getting enough sunlight to go solar. But lots of folks are pleasantly surprised to see how little it takes to see returns! That’s why our solar analysis is free. We have to run the numbers for each home to know how solar will perform at your spot.

Solar projects installed after the March 1, 2026 cutoff will not have a 1 to 1 net metering rate. Instead, they’ll have a net metering rate of 12.4 cents per kWh for exported solar, 27% lower than it is today.

This case only pertains to AEP WV customers, but folks may remember that First Energy (parent of Monpower and Potomac Edison) was granted similar changes last year.

Error alerts are common for new systems. Just give it about 72 hours then contact the service department if the error persists. Micros will calibrate once it is fully energized and it can take some time to update.

This alert occurs when there is an interference in the communication between your inverter and your internet. This does not mean that your system isn’t producing. It just means that we are unable to monitor it. In most cases, all this means is that your wifi connection has broken. The good news is, it’s easy to reconnect it. We made some step by step videos you can reference here: https://www.solarholler.com/remote-troubleshooting/

Don’t be alarmed. This is normal. There are various reasons for production to be paused before the bidirectional meter is installed. For questions, please contact your Project Manager: projectmanagement@solarholler.com or 304-362-9618. 

Yes, troubleshooting is an easy way to get your system reporting correctly again. We will never put you in an unsafe situation. It is usually a click of a few buttons.
Here are some videos to walk you through.

All of our residential installations come with a production guarantee. Some folks have a third-party production guarantee through Omnidian, while others fall under our 3-year production guarantee, which automatically begins at the point of PTO (assuming all contract obligations are met). If you lease your system, your production guarantee is through the lease provider (Posigen or LightReach). You can refer to your original contract for details.

Great to hear! We’ll put you in touch with our sales team – give them a call at 304-362-9615 or email info@solarholler.com.

Most systems are set up with the wifi network and password. In some areas, ethernet and cellular service are the better option.

We love voicemails! We’re a small team and may not always be able to pick up the phone, but we aim to return any calls or emails within one business day. Please leave us a detailed message so we’ll be prepared when we call back. Our direct line: 304-362-8390

Most likely, everything with your system is fine. Sometimes a temporary alert is triggered by a weather event such as extreme temperatures or snow and ice. Other alerts can be resolved remotely with a quick call to us or the manufacturer, such as reconnecting your gateway to the internet. Some alerts of course do indicate legitimate problems, and in those cases, we’ll service the issue as needed.

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Contact us! We need to know so your ownership details and warranties are transferred. Send us an email at service@solarholler.com.

We sell net-metered solar systems to any business, church, school, government organization, or nonprofit that’s interested in making the most of their solar investment. Purchasing works best for organizations that can afford to pay for the system outright or who can secure their own financing. We find that small business owners are the most likely customers to choose purchasing over a Power Purchase Agreement.

For the moment, tax benefits are transferrable! In other words, you can sell any tax benefits that exceed your own tax liability. What’s even more? Solar Holler will broker the sale of them on your behalf!

Purchasing generally delivers the greatest lifetime savings. There are some incredible tax incentives available right now that significantly offset costs, but Congress is phasing them out over the next couple years, so best to get in now.

YES! YES! YES! Learn more about how the Direct Pay process works here.

Nope. Best practice is to leave them alone. We recommend that you do not touch your panels. Any scratches/dings from rakes, brooms, abrasive cleansers, etc. could void the panels’ warranty, and we factor soiling and snow coverage into our modeling, so you shouldn’t have to worry about dinginess affecting your system’s performance.

Having said that, if you feel the need, a NON-ABRASIVE sponge or cloth along with some plain, gentle, lightly soapy water should be sufficient.

What about snow or ice? We do not advise forcefully clearing snow or ice from the panels. Unfortunately, snow and ice on the panels does impact production but the good news is that all of your modeling has already accounted for some degree of snow coverage, and these periods of downtime have already been factored into your system design.

We’ll evaluate any business, church, government organization, school, or nonprofit to see if a PPA makes sense for your goals. It all depends on your situation and current utility rates, but PPAs tend to work well for schools, churches, some small businesses, and organizations that just aren’t ready or able to invest in a system of their own.

In a Power Purchase Agreement, we install, own, and maintain a solar array on your property then sell the energy back to you at a per kilowatt hour rate— typically 10-20% lower than the rate you currently pay your utility. So you purchase the power produced, but don’t own the actual equipment.

There’s no investment or upfront cost at all because you aren’t actually purchasing the solar system itself. You’re simply allowing us to build the system on your property and agreeing to buy the power it produces. All you have to do is sit back and enjoy an immediate savings of 10 – 20%.

Yes. After 6 years, there is an option to purchase the system outright at a fair market value as determined by a third party evaluator.

For the moment, tax benefits are transferrable! In other words, you can sell any tax benefits that exceed your own tax liability. What’s even more? Solar Holler will broker the sale of them on your behalf!

If the service request falls within our workmanship or roof penetration warranties, there is no charge.

In the event that an on-site service visit is needed to replace hardware, we’ll exhaust any labor warranty offered by the manufacturer first.

Anything beyond these warranties will be a billable service visit. The most common billable expenses include gateway reconnections, fuse replacements, and part replacements that no longer carry manufacturer labor warranties. We’re happy to review your specific situation before scheduling a visit, so there are no surprises. Most site visits start at $150.

At this time, we only service systems that Solar Holler has installed.