Step-by-step guide
About 5 minutesSOFAR backup did not start
Check the safe customer indicators first, then contact Esena if the labelled backup circuits remain off.
Need the SOFAR monitoring app? Open the app articleBefore you start
Confirm the outage is real, turn off high-load appliances and check the battery percentage in your monitoring app.
SOFAR customer note
SOFAR customers: check the SOFAR app for battery percentage, backup status and alarms. Follow the labelled automatic or changeover arrangement only.
- 01Check the SOFAR app for battery percentage, backup status, overload warnings and any alarm.
- 02Turn off high-load appliances such as ovens, air conditioners, pumps, kettles and electric hot water, then wait a few minutes.
- 03Confirm whether your installation is whole-home or partial-home backup; non-backup circuits will remain off during an outage.
- 04Do not move the main switch or changeover unless your Esena handover clearly identifies a customer-operated position.
- 05If backup still has not started, call Esena on 1300 239 296 and send a photo of the labelled switchboard and SOFAR app alert.
ImportantDo not touch electrical equipment during an outage or extreme weather. Esena must confirm any switch position that is not clearly labelled.