Proudly Victorian. Family-Owned. Proven and Trusted.

Sapphire Solar is a proudly Australian, family-owned and operated business, based right here in Victoria.

For over 17 years, we’ve been committed to providing honest advice, genuine service, and long-term support to homes and families across the state. At a time when anyone can make big claims online, SunWiz stands out for its meticulous verification and independence — and this award proves we’re the real deal.

Below, you’ll find our Support Guide, designed to help you with everything you need, all in one place. If you can’t find the answer you’re looking for or just want to speak to someone, give us a call — we’re always happy to help.

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.

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

Your solar battery backup is automatic. This means that if there is a power outage, the system will automatically switch over and supply power to your selected backup circuits without you needing to do anything.

The switch positions work as follows:

  • Up – Automatic:

    This is the normal setting. Backup power will engage automatically during a blackout.
  • Middle – Off:

    Power comes directly from the grid and bypasses the inverter. This is useful if there is ever an inverter issue, as you can still access grid power when it’s available.
  • Down – Manual On:

    In this position, if there is a blackout your home will turn off. To access battery power, you will need to manually flick the switch back up to Automatic.

We recommend leaving the switch in the Up (Automatic) position 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 Your Battery Manufacturer for Support (Fastest Resolution)

If you experience a technical issue with your battery system (for example a backup issue, or the battery not charging/discharging as expected), the fastest way to resolve it is to contact your battery manufacturer's (e.g. FoxESS, Tesla etc.) support line directly (see contact details below).

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).

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.

Battery Manufacturer Support Line Contacts:

FoxESS

📞 FoxESS Support Line: 1300 377 369
🔧 FoxESS Customer Support Portal: https://www.foxausupport.com.au/
🔧 FoxESS Documentation (Useful Links): https://sapphire-solar.com.au/pages/foxess-support 

Tesla

📞 Tesla Support Line: 1800 646 952
🔧 Tesla Customer Support Portal: https://www.tesla.com/en_au/powerwall-customer-support
🔧 Tesla Documentation (Useful Links): https://sapphire-solar.com.au/pages/tesla-powerwall-3-documentation

SAJ Australia: 

📞 SAJ Australia Support Line:1800 888 725 / 0459 856 536
🔧 SAJ Australia Documentation (Useful Links): https://sapphire-solar.com.au/pages/saj-documentation

Sonnen: 

📞 Sonnen Support Line:13 76 66
🔧 Sonnen Documentation (Useful Links): https://sapphire-solar.com.au/pages/sonnen-documentation

GoodWe: 

📞GoodWe Support Line:03 9918 3905
🔧 GoodWe Documentation (Useful Links): https://sapphire-solar.com.au/pages/goodwe-documentation

Sungrow: 

📞Sungrow Support Line:1800 786 476
🔧 Sungrow Documentation (Useful Links): https://sapphire-solar.com.au/pages/sungrow-documentation

Growatt: 

📞Growatt Support Line:1800 476 928
🔧 Growatt Documentation (Useful Links): https://sapphire-solar.com.au/pages/growatt-documentation

SigEnergy: 

📞SigEnergy Support Line:1300 948 619
🔧 SigEnergy Documentation (Useful Links): https://sapphire-solar.com.au/pages/sigenergy-documentation

AlphaESS: 

📞AlphaESS Support Line:1300 657 529
🔧 AlphaESS Documentation (Useful Links):https://sapphire-solar.com.au/pages/alpha-ess-documentation