Esena Support Centre
Support doesn't stop when the installer leaves.
The Esena Support Centre is our guided self-help portal: search your issue, choose your equipment, follow the safe steps, and escalate to a human with your answers and photos already attached.
01How it works
From issue to answer in four steps.
Search your issue
Describe what's happening, an offline inverter, a battery that won't charge, a monitoring app that won't connect.
Choose your product
Nine product paths: GoodWe, Hiconics, Hinen, Sigenergy, AlphaESS, Pylontech, Sungrow, Tesla and SOFAR.
Follow the safe steps
Customer-facing, step-by-step guidance for Wi-Fi, battery, offline, backup, blackout and common faults.
Escalate with context
If the guide doesn't solve it, lodge a ticket, your answers and up to four photos arrive attached.
02Find your equipment
Nine products, one portal.
Monitoring-app setup, download links, product's articles, alongside Wi-Fi, battery, backup and blackout guidance plus more.
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03Inside the Support Centre
Written for customers, checked by engineers.
Monitoring-app setup & downloads
Download, register and connect instructions live inside each product's articles.
Wi-Fi & offline troubleshooting
Reconnect an offline inverter or battery to your home network, step by step.
Battery issues & common faults
State-of-charge questions, behaviour checks and clear fault guidance.
Backup & blackout guidance
What to expect during an outage and how your backup circuits behave.
Photo-assisted tickets
Tickets carry your guided answers and up to four separate photos for diagnosis.
04Quick answers
Questions customers ask us most.
Simple answers for common solar and battery behaviour.
05Escalation
Still stuck? A human takes over.
Lodge a ticket from the Support Centre and it arrives with your guided answers and up to four photos attached, so our team can diagnose before attending site. Prefer to talk it through? Call or message us directly.
- Guided self-help first, most issues resolve in minutes
- Tickets carry your answers and up to four photos
- Direct escalation to technical support when needed