Customer Support
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/
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.
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
AEP: netmetering@aep.com. For all other utilities contact the customer service line located on your bill and request their net metering department.
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
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.
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.
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.
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.
Contact us! We need to know so your ownership details and warranties are transferred. Send us an email at service@solarholler.com.
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
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/
Most systems are set up with the wifi network and password. In some areas, ethernet and cellular service are the better option.
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.
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.
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.
PTO=Permission to Operate. This means that your system has a bidirectional (two-way meter) that allows you to export to the grid!
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.
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
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.
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.
About Enphase/Envoy
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/
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/
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.
About Loans & Credits
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
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.
About metering
AEP: netmetering@aep.com. For all other utilities contact the customer service line located on your bill and request their net metering department.
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.
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.
PTO=Permission to Operate. This means that your system has a bidirectional (two-way meter) that allows you to export to the grid!
About payments to Solar Holler
Yes! You can reach out to our billing team by phone at (304) 236-1007 or by email at billing@solarholler.com.
About roof 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.
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.
About your system
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
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
About your utility bill
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!
Alert?
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.
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/
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.
Misc. customer support
Contact us! We need to know so your ownership details and warranties are transferred. Send us an email at service@solarholler.com.
Panel maintenance
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.
System servicing
At this time, we only service systems that Solar Holler has installed.
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.