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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. |
How to contact Emaldo support
If you encounter a technical problem with your Emaldo system, please follow these steps to report the issue.
Step 1: Contact the Emaldo Technical Support Hotline
Please call the technical support hotline for your country.
Opening hours: 09:00–15:00.
If you are an installer, we recommend calling while you are on site so our team can assist with troubleshooting.
Emaldo® Denmark
+45 78 75 95 63
Emaldo® Finland
+358 8000 59 19
Emaldo® Netherlands
+31 970 1025 0052
Emaldo® Czechia
+420 910 929 444
Emaldo® Sweden (Currently using a Danish number)
+45 92 45 45 84
Step 2: Submit a Detailed Report via Email if the Hotline Is Unavailable
Send your report to help@emaldo.com.
Describe the problem in as much detail as possible, including when it occurs and any troubleshooting already completed.
Include the following information:
- Device ID: Provide the Device ID of the affected unit. Where can I find my Device ID?
- System setup: If connected to a solar system, include the string report, number of panels and total installed capacity in kWp (kilowatt peak).
- EV charging: If the issue involves a car charger connected to Emaldo, specify the vehicle make and model.
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Clear, sharp photos of:
- the smart meter and its connections in the fuse box, including CT clamps and their direction (if used)
- the wiring inside the Grid Connector with Measurements at the Grid Connector:
between phases (L1–L2, L2–L3, L1–L3)
phase to neutral (L1–N, L2–N, L3–N)
phase to earth (L1–PE, L2–PE, L3–PE)
neutral to earth (N–PE)
- the RJ45 connector with the connected wires visible
- the breaker/RCD feeding the system
- an overview of the complete installation - Contact details: Provide your company, name and mobile phone number so our team can contact you directly if needed.
Step 3: Await a Response from the Helpdesk Team
Our helpdesk team will review the information and contact you by email or phone with the next steps.
Step 4: Arrange Replacement of Parts, if Required
If our helpdesk team determines that a part needs to be replaced, claims@emaldo.com will contact you to arrange the logistics.
You will be asked to provide the collection details for the faulty unit and the delivery address for the replacement.
Following these steps helps us investigate and resolve your technical issue efficiently.
Thank you for your cooperation.