FoxESS Support

Fox ESS Support & App Setup

After installation, you’ll be able to monitor your solar + battery system through the FoxCloud app (live solar generation, battery charge/discharge, household usage and history).

Download the FoxCloud app:

Login / Setup:

  • If you’re a first-time user, select Sign Up → choose “I am an owner” → register using your email and password.

  • If prompted, link your system using the QR code or Serial Number (SN) on your Wi-Fi dongle.

  • Existing users can simply log in using their current details.

Web login (optional): https://www.foxesscloud.com

Helpful Video Guides

How to set up your monitoring account 

How to use FoxCloud2.0 to monitor our devices

You can also visit: https://sapphire-solar.com.au/pages/foxess-support 

What To Do If You Are Experiencing a Technical Issue With Your Battery?

If you’re experiencing an issue with your solar/battery system (charging problems, backup not working, error messages, or unexpected behaviour), please follow the steps below.

For image examples (switch positions, isolators, labels and system components), please refer to our Support Guide here:
https://sapphire-solar.com.au/pages/sapphire-solar-support-guide

Step 1: Check Backup Switch Settings (If You’re Experiencing a Blackout / Backup Issue)

Your battery backup is automatic. During a blackout it should supply power to your selected backup circuits.

Switch positions:

  • Up = Automatic (recommended everyday setting)

  • Middle = Off (bypass inverter)

  • Down = Manual On (requires manual change during blackout)

Recommendation: Keep the switch in Up (Automatic) for everyday use so backup power is always ready when needed.

Step 2: Perform a Shutdown & Restart (Most Common Fix)

Before reaching out, we recommend checking the sticker on your system and trying the restart process below. This resolves many common issues.

Shutdown Inverter

  1. Turn off either the “MAIN SWITCH (INVERTER SUPPLY)” in the switchboard OR the “INVERTER AC ISOLATOR” adjacent/below the inverter

  2. Turn off all “PV ARRAY D.C. ISOLATOR(S)” adjacent/below the inverter

  3. If a battery is connected, turn off the “BATTERY DC ISOLATOR”

Restart / Energise Inverter

  1. Turn on all “PV ARRAY D.C. ISOLATOR(S)”

  2. Turn on the “BATTERY DC ISOLATOR” (if applicable)

  3. Turn on either the “MAIN SWITCH (INVERTER SUPPLY)” in the switchboard OR the “INVERTER AC ISOLATOR” adjacent/below the inverter

If the issue continues after this restart, proceed to Step 3.

Step 3: Contact Fox ESS Support (Fastest Resolution)

If you experience a technical issue with your Fox ESS battery system (for example a backup issue, or the battery not charging/discharging as expected), the fastest way to resolve it is to contact Fox ESS Support directly.

They are best placed to troubleshoot the system remotely and can run diagnostics. In many cases, they may be able to fix the issue immediately by performing a remote firmware update (which is often the cause of unexpected battery behaviour).

Before You Call

Please have your serial number ready (found on the sticker on the inverter unit).

Fox ESS Support Contacts

📞 Fox ESS Support Line: 1300 377 369
🔧 Fox ESS Customer Support Portal: https://www.foxausupport.com.au/

Step 4: If an Installer Visit Is Required

If Fox ESS determines that an installer visit is required, they will notify us and we’ll organise the next steps for you.

If you need anything else, we’re here to help.