Troubleshooting / Warranty Replacement Image Reference Guide – Help Centre (EN)

If you have not yet reported a fault to myenergi, please complete our contact form (submit a request) to allow our agents to assess the issue and take appropriate action.

Warranty Repair Image Requirements

To ensure a smooth warranty process, please select the product you are experiencing issues with or have been advised requires work. This will guide you on the images needed for your claim.

Why myenergi Requires Images for Warranty Claims

As the manufacturer and warranty provider, myenergi requires installation images to verify that reported faults are not due to installer error, which falls outside our warranty coverage. These images allow us to assess installation quality and compliance with electrical standards.

Additionally, clear and detailed images help our subcontractors prepare for warranty jobs. By reviewing the images beforehand, they can ensure they have the necessary tools, parts, and an understanding of any access restrictions or non-standard installation methods. Providing accurate images at the outset helps minimise delays and ensures an efficient repair process.

zappi

zappi & Surroundings A clear image of your zappi and its immediate surroundings. This helps us assess the installation environment and identify any potential external factors affecting operation.
Consumer Unit (Fuse Board) An image of your consumer unit with the lid open. Ensure all switch labels are clearly visible. This allows us to verify the electrical connections and check for any incorrect wiring or tripped breakers.
Upstream RCD (RCBO) for zappi A clear image of the RCD (RCBO) supplying power to your zappi. The label should be clearly visible and ideally marked as EV CHARGER or similar. This helps us confirm that the correct protection is in place and that there are no issues with the dedicated circuit.
Electric Meter & Switchgear An image of your electric meter cupboard or meter area. Ensure all key components are visible, including: Cut-out Electric meter Isolator switch Earthing and bonding connections This allows us to check the overall electrical setup and ensure that proper safety measures are in place.

zappi Serial Sticker A close-up image of the silver sticker located on the left-hand side of the zappi when viewed from the front. This enables us to verify the device model, serial number, and firmware version for accurate diagnostics.
Tethered Unit (if applicable) If your zappi is a tethered model (with an attached cable), please also provide an image of the plug end. This helps us check for any damage or wear on the charging plug that may affect performance and verify which version of the charge lead your device has installed.

eddi

eddi & Surroundings A clear image of your eddi and its immediate surroundings. This helps us assess the installation environment and identify any potential external factors affecting operation.
Consumer Unit (Fuse Board) An image of your consumer unit with the lid open. Ensure all switch labels are clearly visible. This allows us to verify the electrical connections and check for any incorrect wiring or tripped breakers.
Electric Meter & Switchgear An image of your electric meter cupboard or meter area. Ensure all key components are visible, including: Cut-out Electric meter Isolator switch Earthing and bonding connections This allows us to check the overall electrical setup and ensure that proper safety measures are in place.

eddi Serial Sticker A close-up image of the silver sticker located on the bottom side of the eddi when viewed from the front. This enables us to verify the device model, serial number, and firmware version for accurate diagnostics.

libbi

libbi & Surroundings A clear image of your libbi and its immediate surroundings. This helps us assess the installation environment and identify any potential external factors affecting operation.
Consumer Unit (Fuse Board) An image of your consumer unit with the lid open. Ensure all switch labels are clearly visible. This allows us to verify the electrical connections and check for any incorrect wiring or tripped breakers.
Electric Meter & Switchgear An image of your electric meter cupboard or meter area. Ensure all key components are visible, including: Cut-out Electric meter Isolator switch Earthing and bonding connections This allows us to check the overall electrical setup and ensure that proper safety measures are in place.

libbi Serial Sticker A close-up image of the silver sticker located on the top side of the controller when viewed from the front. This enables us to verify the device model, serial number, and firmware version for accurate diagnostics.

Additional Information Required

Along with the images, please provide the following details:

Full Name
Address
Delivery Address (if different)
Contact Phone Number
Email Address
Device Serial Number
EORI &/or VAT Number (if reported by an installer)
Original Installer (if reported by the end user)

Ensuring all required information is submitted will help expedite the warranty process.

Next Steps After Providing Information

Once we receive the required information, myenergi will proceed as follows:

For customers in Great Britain or the Republic of Ireland:

We will dispatch the necessary replacement part(s) or product(s).
A warranty-approved engineer will be scheduled to attend your property. They will contact you directly to arrange a suitable appointment.

For customers outside Great Britain and the Republic of Ireland:

We will send the necessary replacement part(s) or product(s) directly to you.
Your installer will need to invoice myenergi directly for the agreed fee applicable to warranty work, as communicated to engineers performing repairs on our behalf.