Step-by-step guide
About 2 minutesWhat happens after I submit a support request?
Know what Esena receives and what information helps the team respond without repeating questions.
Need the Pylontech monitoring app? Open the app articleBefore you start
Keep your phone available and keep the app screenshots and photos you attached.
- 01Esena receives your contact details, selected product, issue, guide, completed checks and any attached photos in one support summary.
- 02The team reviews whether the issue is likely to be app connectivity, monitoring data, battery behaviour, backup circuits, a retailer matter or an urgent fault.
- 03You may be asked for one additional photo, screenshot or confirmation if the first information does not identify the cause.
- 04For billing, tariff or retailer meter questions, Esena may direct you to the electricity retailer while checking the system side separately.
- 05For no power, burning smell, smoke or another urgent issue, call Esena immediately on 1300 239 296 rather than waiting for a ticket reply.
ImportantThe support page does not replace emergency services or licensed electrical work. Never wait for an online reply if there is an immediate safety risk.
Official Pylontech resources