WE ARE HERE TO HELP
After-Service Support & FAQ
Don't hesitate to ask, we're always here to help you get the most out of your renewable energy system and maximize your savings.
Next Steps After Installation
Your utility company will need to come by and install either a smart meter or bi-directional meter before you can turn your system on. This may happen before or after your installation, depending on your utility company. Please contact your utility company to confirm whether your meter has been installed. Once the new meter is in place, you can turn on your system!
Please follow these instructions to make sure your solar energy system is properly turned on. If you have any questions or concerns, please contact our after-service team for assistance.
We're just as excited as you are to see your power bills drop! Your next bill will depend on a couple of factors including:
The time you got the system installed: If your system was installed close to the end of your billing period, you likely won't see that much of a difference after the first bill.
The season you got the system installed: If you had your system installed during the winter, it's completely normal to have higher bills since there wouldn't be any built-up credits from summer generation.
Please reference your solar proposal and monitoring app to see how much savings you can expect from your system during the month it's installed.
Please keep in mind that even if your entire energy consumption is offset by solar, you will still be charged the fixed fees associated with your power bill.
Please either login to your monitoring app or your customer portal to keep track of how your solar panels are performing.
We start your financing payment on the first of the following month after your system is connected and turned on. For instance, if you have your system turned on May 15th, your first payment will begin on June 1st. We set up automatic payments to make this process easier for you. If you'd like to change your pre-authorized payment account, please head over to our customer portal.
For customers that have their system installed and connected in the winter between October–February, we offer a three-month deferral of payments so you have some extra time to collect those savings before the payment kicks in. To view your exact payment start date, please check your customer portal finance page.
Once your system is on, our team will send an email with your warranty package with the title starting from “Installation completed”.
All warranties can also be found on our warranty page.
Solar Monitoring System
Keep up to date with your solar production on your monitoring app! Please look for an email titled “[IMPORTANT] Electrical Inspection Passed” with attached instructions and your login information.
Depending on your inverter type, you can also view the video tutorial below to login:
APsystem inverters: Download the EMA System App + Follow These Instructions
Hoymiles Inverters: Download the S-miles App + Follow These instructions.
If you experience any issues logging in, please contact our after-service team for assistance.
Don't worry, this doesn't automatically mean that your system isn't working!
In most cases, if your monitoring app is showing 0 production, it means that there is a connection issue with your monitoring device and solar system.
Your panels are likely still generating energy like normal but the production data isn't being picked up by your monitoring app. A monitoring device connection issue WILL NOT impact your solar panel's performance.
We definitely understand the importance of having a functional monitoring system to make sure each panel is working in peak condition. If you don't see any production on your app, please try to reconfigure your app using the instructions below or contact our team for assistance.
General Solar
Typically, this is what you can expect from your net-metering system:
- Generate energy needed during the summer and produce excess energy that is sent to the grid in exchange for credits
- Credits get built up throughout spring and summer months
- Credits are used during the winter months when solar production is lower due to more variable weather conditions
PLEASE NOTE: We try our best to design systems that save our customers money all year round. However, your monthly savings will depend on the size of your system and offset percentage. Please refer to your proposal to see how much you can expect solar to offset your consumption annually.
This depends on the type of system you have installed.
Solar energy systems without batteries: Unfortunately your system will not work during outages as grid-tied solar systems are designed to shut off for safety reasons in order to protect the technicians working on the line. This means you cannot use your panels while the power is out.
Solar energy systems with batteries: Your solar energy system will remain on and your battery will be used to store excess energy and keep the lights on while the grid is down.
No! Solar panel systems are made of durable tempered glass and have no moving parts, which means there is nothing to maintain. If something does happen, your system monitoring app will alert you, and you have a 25-year performance warranty on the panels to cover any issues. Our team is also here to assist with any warranty-related issues!
Polaron does not encourage any removal of snow or ice from the panels, especially for rooftop systems. The increase in production for the entire year would be approximately 5%, which is not worth the risk of cleaning snow off your panels.
