Customer Support FAQs

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

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.

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!

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

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.

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 

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.

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.

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.

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.

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!