Energy Support

Frequently Asked Questions

Ordering

Home Assessment and Design

Cost, Payment and Incentives

Homeowner’s Associations

Installation

Inspection and Utility Approval

System Activation and Ownership

Ordering

How do I place an order?

Place an order online. Input your address and monthly energy cost, and we will provide a recommended system size to maximize your savings. Select the number of Powerwalls and modify your system size for expected future changes to energy consumption (such as adding an electric vehicle) or to achieve specific goals (such as long duration backup).

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Should I place an order for solar panels or Solar Roof?

Tesla offers two solar energy solutions.

Solar Roof powers your home with photovoltaic cells integrated into strengthened glass tiles combined with non-solar steel tiles, each virtually indistinguishable in color and trim. Solar Roof is built to enhance your home’s design and looks incredible from any angle, while maximizing the percentage of your roof that can generate solar power.

If you are not looking to upgrade your roof, our redesigned solar panels are a sleek alternative with integrated front skirts and no visible mounting hardware. Learn more about eligible options for your roof type.

Solar Roof and solar panels both integrate with Powerwall, allowing you to store and use solar energy during the day, power your home at night and access backup power during an outage.

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What is the status of my order?

After placing an order, check your project status in the ‘Next Steps’ section in your Tesla Account. To help prevent delays, promptly complete any outstanding items in the ‘Your Action Items’ section.

Notifications will be sent to you via automated email or text message once project updates are available.

Note: The order status in your Tesla Account may not always change for every step of progress made.

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How do I get in contact with my Project Advisor?

After a layout is complete, a Project Advisor will schedule a layout consultation with you to review details and answer any questions you may have. Use the Question Center in your Tesla Account to submit a question and locate contact information.

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Can I cancel my order?

You can cancel your order and request a full refund, if eligible, in your Tesla Account. For additional information regarding refund eligibility, review your Energy Products Order Agreement.

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How long will it take from the time I order to installation of my system?

Timelines to installation vary by region and are influenced by local permitting and utility timelines. It may take anywhere from one week to six months to begin installation depending on your location.

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Home Assessment and Design

Can I make changes to my order?

After a layout is complete, a Project Advisor will schedule a layout consultation with you to review details and answer questions. As part of that review, some design and payment type changes are available. Design change requests after permit submittal, which follows accepting a layout, can add two to eight weeks to the pre-installation project timeline. When necessary, we will upload a new Price Sheet to your Tesla Account to review and sign. Change requests are not accommodated once installation commences. You may also use the Question Center in your Tesla Account to submit a question and locate contact information.

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How long does it take to complete my design and receive my initial layout and payment details?

After receiving your utility bill, we review your historical usage to inform your initial layout. You will be notified when a complete layout is available in your Tesla Account for review, which typically takes two to five days.

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How does Tesla design my system?

After your home assessment has been completed and utility bill submitted, we use a combination of high-resolution aerial and satellite imagery to create a layout of your solar system. Our designers will optimize the solar panels for highest production and arrange them for the best aesthetic based on the useable roof space. Obstructions such as trees, vents, chimneys or other structures that block exposure to the sun are avoided.

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Do I need to complete my home assessment?

Yes. Completing your Virtual Home Assessment provides important information that ensures the optimum design and helps prepare for installation day.

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Do I need to provide a utility bill?

Yes. Account number, account holder, service address, rate plan and meter number are all required to complete your design and submit to the utility for approval to fully activate the system. While usage is important to properly size the system, a design can be created for a pre-set system size.

Note: This option will not properly account for the amount of power if you moved into your home recently. If you do not have a full month of usage, provide a utility statement of service with the required information.

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How do I review my design and payment details?

After a layout is complete, a Project Advisor will schedule a layout consultation with you to review details and answer questions. Some design and payment type changes are available as part of that review. Design change requests after permit submittal, which follows accepting a layout, can add two to eight weeks to the pre-installation project timeline. When necessary, we will upload a new Price Sheet to your Tesla Account to review and sign. Change requests are not accommodated once installation commences. You may also use the Question Center in your Tesla Account to submit a question and locate contact information.

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Why do my designs show panels on the north side of my roof?

In the northern hemisphere, it’s typically best to have your panels on a southern facing mounting plane. We may evaluate available north-facing mounting plane aesthetics or for maximum possible production on the roof. To ensure each solar panel is installed to produce the most energy, we avoid placing panels near obstructions such as trees or other structures that may block the path of the sun.

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Why did my system size decrease?

If there is a limited amount of roof space or your utility has a cap on the amount of energy that can be produced, your system size may decrease. If your design changes, we will present you with an updated Price Sheet in your Tesla Account for your signature. Learn more about solar panel system sizing and design.

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What is the difference between partial and whole home backup?

The number of Powerwalls determines whether partial home backup or whole home backup is provided. You will be asked to review and confirm equipment location and backup details in your Tesla Account. If you are provided partial home backup, the equipment location and backup details will specify the loads that will not be backed up. Learn more about Powerwall system design and what Powerwall can back up.

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What can Powerwall back up?

Whole home backup means your Powerwall system can support your entire home with backup power during an outage or at night. This includes 120V loads such as lights, plugs and small appliances as well as 240V heavy loads such as air conditioners, electric cooking ranges, well pumps, EV charging, electric dryers, electric water heaters and pool pumps.

Partial home backup means your Powerwall system excludes certain loads in the home. You will be asked to review and confirm equipment location and backup details in your Tesla Account. If you are provided partial home backup, the equipment location and backup details will specify the loads that will not be backed up.

How much your Powerwall system can back up and for how long depends on the number of Powerwalls, how much electricity is produced by your solar system and your consumption. The more Powerwall(s) and production, the longer your backup duration. The more you consume, the faster your Powerwalls will be depleted.

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What if I would like to add more panels later?

The best solution is to ensure that the first solar system will cover your future needs, in order to take advantage of the tax credit and have the most design flexibility. Additional panels cannot be added to your existing solar system, but we may be able to offer a second system. This ensures each system operates at maximum efficiency and maintains the original warranty. Learn more about adding a second system to your home.

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Cost, Payment and Incentives

Will the final price change after I place my order?

The initial pricing in the Design Studio is standard and may not reflect all the details of your Solar Roof or solar panel system. Your final contract price will be determined when your layout is presented. If pricing changes, Tesla will present you with an updated Price Sheet in your Tesla Account for your signature.

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How is my system priced?

Tesla solar panel systems are priced based on system size and Powerwall quantity. Taxes may apply. Learn more about Tesla solar panel system pricing and energy options.

We may identify additional work, like a main panel upgrade, required to prepare your home for your solar installation. This is known as pre-construction and may be identified during the design process or when we arrive at your home. If any changes are required to your original order, Tesla will notify you and provide an updated Price Sheet in your Tesla Account for you to review and sign.

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How do I change my payment type?

After you place your order and your design is complete, you will have an opportunity to review and accept your design in your Tesla Account. As part of that review, you may also change your payment type. If you have already accepted your design, you may contact your Project Advisor to request a change to your payment type.

If possible, change requests should be made prior to permit submission to avoid delays to the project. Design change requests after permit submittal can add two to eight weeks to the pre-installation project timeline. Change requests are not accommodated once installation commences.  

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What will my new utility cost be?

After Tesla installs your solar system, customers that were grid-connected will remain connected to the grid and continue to have the same account with their electric utility provider. Your rate plan may change post-installation as required by your utility provider.

Solar can greatly reduce your electric bill, but you will often still have a residual bill. The size of your utility bill depends on many factors including local utility rates, the size of your system relative to your energy needs and what time of day you use energy. If you are on a Time-of-Use rate plan, you can often minimize utility rate charges by using less energy during peak hours. Setting your Powerwall’s Time-Based Control mode can help automatically reduce your use of expensive utility electricity without affecting your lifestyle.

The cost of energy varies widely by state and rate plan, which is important when considering the value of solar energy. Energy rate plan structures, the time of day when energy is consumed from the grid versus solar and the plan’s net metering rate all impact how quickly you may be able to recoup your initial investment by producing clean, renewable energy. Learn more about your utility bill after solar.

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Will I obtain tax credits and other incentives?

Purchasing your system may entitle you to state and federal tax credits and other incentives offered by local utilities, often taking the form of a rebate. Rebates can usually be claimed at or after purchase, while tax credits are typically claimed when filing income taxes. The U.S. Department of Energy has helpful guidance. We encourage you to consult with a tax advisor regarding any tax credits for which you may be eligible, or any other tax related questions you may have regarding your system.

Tesla may apply for some incentives associated with your project. If Tesla is assigned to receive an incentive, we will discount your purchase by the anticipated value of the incentive. This provides our customers with savings upfront. Discounts will be itemized in your Price Sheet.

Note: There are some incentive programs that require customers to apply directly. Those incentives will not be itemized in your Price Sheet, as we will not be able to collect them on your behalf. Learn more about solar incentives.

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When is payment due?

Tesla currently offers Cash or Tesla Financing payment options:

  • Cash: Full payment is due after your system passes inspection, which typically occurs within a week after your system has been installed.
  • Tesla Financing: Down payment is due after your system passes inspection, which typically occurs within a week after your system has been installed. Your first payment is typically due 35 days from the time your utility provider provides Permission to Operate (PTO) or a date that we schedule for off-grid systems. Monthly payments are then due on that same date each month going forward.

 

Discontinued payment option:

  • Sunlight or Mosaic Solar Loan: Terms are detailed in your loan documents from your lender. Payment is typically due 60 to 90 days after your system passes inspection. Review your loan documents or contact your lender to confirm your payment schedule.

 

To learn more, visit Billing.

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How can I pay?

Set up automatic payments, make one-time payments and enroll in paperless billing directly in your Tesla AccountLearn more about billing.

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Homeowner’s Associations

Do I need to obtain approval from my HOA?

Some HOAs have Architectural Review Committees that require the homeowner to submit plans and exterior changes to a committee for review and approval. We recommend that all customers contact their HOA to discuss solar energy installations. If your HOA requests any documentation from Tesla, contact your Project Advisor. We recommend waiting for HOA approval before scheduling your installation.

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What do I do if my HOA approved my project?

If the approval includes conditions or stipulations, send the approval to your Project Advisor so that it can be reviewed to ensure your system design meets the association’s requirements.

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What do I do if my HOA denied my project?

Depending on your location, there may be solar access laws that protect your project. Send your denial to your Project Advisor, as well as provide your desired course of action. Options include accommodating your HOA’s requests or appealing your HOA’s rejection.

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Installation

When will I be able to schedule my installation?

Once your system design is finalized and we have the necessary approvals to move forward with your project, we will schedule your installation on the first available date. Necessary approvals vary based on the location, scope and details of your order. Common approvals include, but are not limited to, permitting and utility. Learn more about preparing for installation for solar panels or Solar Roof.

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What is pre-construction?

Additional work may be required to prepare for your solar installation. This is known as pre-construction. Common examples of pre-construction are main panel upgrades and trenching. Pre-construction may be identified during the design process or when we arrive at your home. If any changes are required to your original order, Tesla will notify you and provide an updated Price Sheet in your Tesla Account for you to review and sign.

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How do I prepare for my installation?

  • Take time to review your design and Purchase Agreement.
  • If you are part of a Homeowner’s Association (HOA), make sure you have approval before we arrive to install. You are responsible for any fees that your HOA may charge should you allow us to install without HOA approval.
  • Let us know if any work has been done to your home since you ordered your system.
  • Clear your driveway and the area around your electrical equipment prior to your installation date. This may include removing or trimming back trees or bushes to provide our crew safe access when on site.
  • Ensure no other contractors or workers are on site during installation. If other workers are on site, we cannot start installation.
  • Someone 18 years or older must be home for the first day of installation.
  • For safety reasons, we will need to shut off power for several hours during your installation. As this will likely impact your internet connection, make necessary arrangements for work from home and distance learning prior to your installation date.

 

Learn more about preparing for solar panel or Solar Roof installation.

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What equipment is being installed at my home? Where is it being placed?

After your Powerwall and equipment design is complete, you will be asked to review and confirm equipment location and backup details in your Tesla Account. An example configuration of the equipment being installed at your home will be shared. Tesla only installs equipment that meets our performance, aesthetic, reliability and value standards. All equipment is backed by a comprehensive manufacturer’s warranty.

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Do I need to be home during installation?

Someone (18 years or older) must be home for the first hour of the installation to ensure proper access to the site. Depending on your home, additional site access may be required as the installation progresses. If additional site access is required, our Crew Lead will coordinate with you to ensure someone is home.

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Can I ask the crew to change the design on the day of installation?

When the crew arrives for your installation, they will come prepared to install what has been designed and permitted for your home. Requests to change your design can be made within your Tesla Account until the permit has been received. Your Project Advisor can assist any other change requests prior to the day before installation. The contact information is available in your Tesla Account.

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How long will your crew be at my house?

Installation for solar panels is finished the same day for most systems, and you will only need to be at your home during the first hour.

When your system is ready for installation, we will schedule you for the earliest available date. If modifications are necessary, you can request a different installation date in your Tesla Account or by contacting your Project Advisor.

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What happens after the system is installed? Can I turn it on right away?

After installation has been completed, our Inspection Coordinator will contact you to schedule the final building inspection. We will then submit the results of the inspection and a final application to your utility company to receive Permission to Operate (PTO). We will notify you when it is safe to activate your system. Learn more about what to expect after installation.

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Inspection and Utility Approval

When does inspection occur?

Inspection is usually scheduled within a week following your installation. While Tesla works hard to ensure that installations meet local inspection criteria, delays may occur in the event that an Inspector asks for a correction. Learn more about what to expect after installation.

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How do I prepare for my inspection?

After installation, you will be contacted to complete a final building inspection.

  • Contact us if work has been done to your home since you installed your system.
  • Ensure no other contractors or workers are on site during your solar inspection.
  • Clear your driveway and provide safe access to your electrical panel.
  • Ensure someone 18 years or older is home during the inspection.
  • Keep any pets and children away from the inspection area for their safety.

 

Learn more about what to expect after installation.

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How long does inspection take?

Tesla will work with your local city to arrange for an inspection after installation is completed. The inspection will be scheduled in a 2-hour window and should be completed within 30 minutes after the Inspection Coordinator arrives.

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What happens after the system is inspected?

Tesla works directly with your utility company after your system inspection to receive permission-to-operate (PTO) for your system. Paperwork requiring your signature will be uploaded to your Tesla Account. This process may take from one to six weeks, depending on your location. Once PTO has been granted from your utility company, Tesla will notify you and provide instructions for activating your system.

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Is there anything I can do to help the utility process move quicker?

Most utility companies require an application for connecting to the utility grid. Tesla will notify you once these documents are ready to be actioned in your Tesla Account. Completing your application swiftly will allow Tesla to submit your application more quickly.

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System Activation and Ownership

How do I turn on the system?

Your system can be activated by following the steps in the Turning on Your System video. We will notify you when you can safely turn on your system.

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How can I make Powerwall mode changes?

Powerwall is configured to meet your home’s specific energy needs. Use the Tesla app to monitor and manage your solar system’s performance with features and control modes such as Backup Reserve, Self-Powered and Time-Based Control.

After installation, Tesla solar systems with at least one Powerwall+ will be configured to Self-Consumption Only mode, producing only enough energy needed to power your home and charge your Powerwall. When temperatures are below freezing, Preconditioning is enabled, heating your Powerwall to improve operation and charging performance.

Learn more about the following modes for your Powerwall:

 

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What is the Tesla app for?

The Tesla app allows you to manage your Tesla products from anywhere. By providing you with a comprehensive view of your energy ecosystem, the Tesla app helps you monitor day-to-day operations and understand the flow of energy in your home. To get started, download the Tesla app and sign in to your Tesla Account.

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How quickly will I see production in the Tesla app after system activation?

Once your system has been successfully activated, you will be able to begin monitoring your system in real-time within an hour. Learn more about monitoring your system.

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Why can’t I see production in my Tesla Account? Do I have to download the Tesla app?

All Tesla products are monitored through the Tesla app. The Tesla app allows you to manage your Tesla products from anywhere. The Tesla app helps you monitor day-to-day operations and understand the flow of energy in your home. To get started, download the Tesla app and sign in to your Tesla Account. Learn more about monitoring your solar system.

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What do I do if my solar panels system has been affected by a natural disaster or force majeure event?

A force majeure event may include natural disasters like wildfires, lighting strikes, hurricanes, earthquakes and floods. Learn more about what to do following a force majeure event if your solar panels system has been affected.

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