Energy Support

Get Help and Schedule Service

Get help and find answers in the Tesla app if you are experiencing issues with your solar system.

To get started, download the Tesla app and sign in using your Tesla Account. If you already use the app for your Tesla vehicle, register your energy products using the same email address.

Get Help

To get help from the Tesla app, complete the following steps:

  1. In the Tesla app, tap ‘Support’ at the bottom of your energy system home screen.
  2. On the bottom of the Support screen, tap ‘Get Help.’
  3. On the Select Service screen, select your issue.
  4. Tap ‘Next’ and complete the troubleshooting steps.
  5. If your system was installed directly by Tesla, you will be connected to a Customer Support agent, if available, or be prompted to send an email. An agent will follow up with an email or phone call.

    If your system was installed by a third-party installer, the contact information of your installer will be displayed. Get in touch with your installer to get your concern resolved.
     

Note: If your system was installed by a third-party installer, you must have Tesla app version 4.21.0 or higher to access this feature.

Schedule Service

If we determine that a technician is required to visit your home, you will receive a notification to schedule service. To proceed, complete the following steps:

  1. In the Tesla app, tap ‘Support’ at the bottom of your energy system home screen.
  2. On the ‘Support’ screen, tap ‘Schedule Service’ on the ‘Service’ section at the top.

    Note: ‘Schedule Service’ is only visible after we have determined that your system requires service.
  3. On the ‘Confirm Appointment’ screen, review the date, time and service duration.
  4. Tap ‘Schedule’ to proceed with scheduling your service.

Service Request Status & Updates

After submitting a service request, you can view the request details and its status through your Tesla app by selecting ‘Support’ at the bottom of your energy system home screen.

The service requests requiring a service visit are displayed in a carousel format.

  • You can check the past or future steps in the process by swiping right or left.
  • Take action if you see a blue dot on the request tab.


Note: To access this feature, you must have Tesla app version 4.29.0 or higher.

Reschedule Service

To reschedule an existing service appointment, complete the following steps:

  1. In the app, tap ‘Support’ at the bottom of your energy system home screen.
  2. On the ‘Support’ screen, tap ‘Service Scheduled.'
  3. On the ‘Appointment’ screen, tap ‘Modify Appointment.’
  4. Select the date and time of the visit and tap ‘Reschedule’ to reschedule the appointment.

Cancel Service

To cancel an existing service appointment, complete the following steps:

  1. In the Tesla app, tap ‘Support’ at the bottom of your energy system home screen.
  2. On the ‘Support’ screen, tap ‘Service Scheduled.’
  3. On the ‘Appointment’ screen, tap ‘Modify Appointment.’
  4. Tap ‘Cancel Appointment’ to cancel the scheduled service appointment.

For further assistance with requesting and scheduling service, contact us.