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⚠️ WARNING: This article is intended for qualified professional electrical installers ONLY. System owners (consumers) should NOT follow these instructions. Improper installation or handling of electrical equipment can result in serious injury, fire, or damage to your system and loss of warranty. If you are a system owner and need assistance, please contact your Emaldo® installer directly. |
If you encounter a technical problem with your Emaldo system, please follow these steps to report the issue:
Step 1 - Submit a Detailed Report via Email
Send your email to help@emaldo.com.
Describe the problem in as much detail as possible.
Include the following system information to help the Emaldo team understand the issue:
- Provide the Device ID of the faulty unit. Where can i find my Device ID?
- If applicable, include details about the entire system setup:
String Report, Number of Panels, Total kWp (Kilowatt Peak) of the system, if connected to a solar
system. - If the customer uses a car charger with Emaldo,
specify the type of car being charged. - Photos from the site: The smart meter connected to the grid (fusebox), inside the
Grid Connector, and the RJ45 connector where the connected wires are visible. - Provide your contact details, including a mobile phone
number, so the team can contact you directly if needed.
Step 2 - Await Response from the Helpdesk Team
The helpdesk team will contact you after assessing the information and determining a
solution. They may reach out via email or phone.
Step 3 - Replacement of Parts (If Needed)
- If the helpdesk team determines that a part needs to be replaced,
claims@emaldo.com will contact you to arrange logistics. - You will be asked to provide information for the collection of the faulty unit and the
address for sending the replacement.
Following these steps ensures a smooth and efficient resolution process for any technical
issues with your Emaldo system. Thank you for helping us maintain the highest level of
service!