UK technical & aftersales help

Solar, battery & EV charger technical support

Get clearer help with solar inverters, battery storage, EV chargers, monitoring equipment and renewable energy products. Start with the right information, then use the correct route for your order, installation or manufacturer.

Start here Manufacturer contacts
Support for products purchased from The Eco Supermarket · UK manufacturer routes · warranty coordination
✓Pre-sale compatibility advice
✓Aftersales order support
✓Direct manufacturer routes
✓Warranty coordination
Start with the right route

Who should you contact?

Solar and battery systems combine purchased equipment, site wiring, commissioning and manufacturer software. Choosing the right first contact usually produces a much quicker answer.

1

Purchased from us?

Contact The Eco Supermarket for order details, product compatibility, missing or damaged items and help coordinating a product or warranty case.

Contact our team
2

Installation or site issue?

Your installer should normally check wiring, CT orientation, protection, commissioning, grid readings and anything requiring electrical testing or a site visit.

See who handles what
3

App, firmware or fault code?

The manufacturer can often view logs, confirm firmware, help with monitoring access and interpret a product-specific error more quickly.

Find manufacturer support
!

Immediate safety concern?

If equipment is smoking or burning, get away, raise the alarm and call 999. Do not attempt to tackle a lithium battery fire. For unusual heat, damage, burning smells or abnormal noises without a fire, stop using the equipment if it is safe to do so and contact a qualified electrician, the installer or manufacturer. See Electrical Safety First.

Common support requests

Tell us what the system is doing

A precise symptom is more useful than simply saying that the system is not working. Record the message before rebooting or changing settings.

Solar inverter

Fault or warning code

Send the exact code, model, serial number, time of occurrence and photographs of the display or monitoring app.

Battery storage

Not charging or discharging

Include state of charge, operating mode, tariff schedule, battery lights and whether the behaviour has recently changed.

Monitoring

System or app offline

Confirm whether the inverter is still operating, which logger or dongle is fitted and what the router or app currently shows.

EV charging

Vehicle will not charge

Provide the charger model, vehicle, app status, indicator lights, schedule and any displayed error message.

After a power cut

System has not restarted

Record all lights and codes. Follow only the manufacturer’s documented restart procedure and avoid repeated uncontrolled power cycling.

Product condition

Damage or suspected failure

Stop using visibly damaged equipment. Send photos of the product, rating label, packaging and installation before arranging a return.

Clear responsibilities

What each support route can do

We will not simply pass you around. This explains why some checks must be completed by the installer or manufacturer before a product can be repaired, replaced or returned.

The Eco Supermarket

For products purchased from us, we can help with:

  • Order and purchase information
  • Product identification and compatibility
  • Missing or transit-damaged items
  • Coordinating an agreed warranty or return route

Your installer

The installer is normally responsible for:

  • Wiring, protection and electrical testing
  • Commissioning and CT/meter installation
  • Site settings and network applications
  • Safe isolation, inspection and site attendance

The manufacturer

Manufacturer support is best placed for:

  • Fault-code interpretation and remote logs
  • Apps, portals and account access
  • Firmware and product-specific configuration
  • Diagnostic case numbers and RMA authorisation
Verified UK routes

Manufacturer technical support contacts

Search the manufacturers stocked by The Eco Supermarket by brand, equipment or product type. Manufacturer support can access product-specific manuals, firmware, monitoring systems and diagnostic processes that a retailer cannot directly control.

Contact routes checked 21 August 2026.
Manufacturer details can change without notice.

IMO

Solar isolation

IMO Precision Controls manufactures DC isolators, switchgear, surge protection and control components used in solar PV installations.

Official contact

JinkoSolar

Solar panels

JinkoSolar manufactures high-efficiency solar PV modules, including its Tiger Neo product range, for domestic and commercial installations.

Use the official support route below.
Official contactOpen support ticket
No matching manufacturer is listed. Contact The Eco Supermarket with the product make and model and we will point you in the right direction.
Faults, warranty & returns

Contact us before sending equipment back

A displayed fault does not always mean that the hardware has failed. Installation, communication, grid, firmware and configuration issues can produce similar symptoms.

Manufacturers commonly require diagnostic evidence or a case reference before authorising repair or replacement. For products purchased from us, we can help coordinate the agreed next step once the relevant checks are available.

  • Keep the serial-number label and proof of purchase.
  • Do not open, modify or remove installed equipment unless instructed by a competent person.
  • Do not send products back without arranging the return first.

Read our returns policy

Technical support FAQs

What information should I send with my support request?

Include your order number, exact product model, serial number, a clear description, any error code, photographs or screenshots, installer details and the checks already completed.

Should I contact you, my installer or the manufacturer?

Contact us for order, compatibility and warranty coordination relating to products purchased from The Eco Supermarket. The installer handles wiring, commissioning and site testing. Manufacturers handle product-specific fault codes, apps, firmware and remote diagnostics.

Does a fault code mean the product has failed?

Not necessarily. Record the exact code and operating conditions before changing settings. Installation, grid, communication, firmware and configuration issues can all cause warnings.

How is a warranty claim handled?

The product normally needs to be identified and diagnosed first. Keep your proof of purchase, serial number, photographs and any installer or manufacturer case reference. We can coordinate the next step for products purchased from us.

Can I return a product immediately when it shows a fault?

Please contact us before sending anything back. An agreed diagnostic or return route avoids delay and protects the equipment in transit. Your legal rights are not affected.

Need help with a product purchased from us?

Send the order number, model, serial number, error code and clear photos in your first message. We will review the information and point you towards the correct next step.

Contact our team