Warranty support
Warranty repairs: what to expect.
Understand the process, check which route applies and prepare the photos and details needed for your case.
Assessment comes before a warranty repair.
Diagnostics first
Your adviser guides you through suitable troubleshooting. If needed, a senior support specialist reviews the issue. Some faults are resolved remotely without a visit or replacement.
Review and approval
If repair or replacement is needed, we request the information below and assess warranty cover. We will contact you if anything is missing. Sending photos does not automatically approve a claim.
Photos help us review the installation, assess the reported fault and prepare the right parts and access arrangements. Sending clear images at the outset helps reduce follow-up requests.
Step 1 · Select your product
Which product needs attention?
Your zappi & zappi GLO photos
Tick each item as you take it. Add the plug photo if you have a tethered cable. This checklist does not upload or send your photos.
Charger and surroundings
Stand back and show the whole charger, how it is mounted and the area around it. Include the cable route and any access restrictions.
This helps us assess the installation environment and plan access.
Consumer unit (fuse board)
Open only the hinged front flap, where fitted, and photograph the switches and their labels. Keep all covers and screws in place.
This shows circuit identification and switch positions. A photo does not replace an electrical inspection.
Protection supplying zappi
Photograph the RCD or RCBO supplying the charger, with its markings and circuit label in focus. It might be labelled EV CHARGER or similar.
This helps us identify the protection on the charger circuit.
Electric meter and switchgear
Take an overview of the meter cupboard or meter area. Include the cut-out, electricity meter, isolator and visible earthing or bonding connections where present.
This helps us understand the overall supply arrangement.
Product serial label
Take a clear close-up showing the model and serial number. On a standard zappi, the label is usually on the left side when viewed from the front. Label positions vary by model.
This confirms the product identity. The label does not confirm the installed firmware version.
Charging plug, if tethered
If the charging cable is fixed to your charger, photograph the vehicle connector end clearly. Show the pins, surrounding plastic and any visible damage.
This helps us identify the fitted lead and assess visible wear.
Your eddi photos
Tick each item as you take it. This checklist does not upload or send your photos.
eddi and surroundings
Show the whole eddi, its mounting position, nearby equipment and the space around it.
This helps us assess access and the installation environment.
Consumer unit (fuse board)
Open only the hinged front flap, where fitted, and photograph the switches and their labels. Keep all covers and screws in place.
This shows circuit identification and switch positions. A photo does not replace an electrical inspection.
Electric meter and switchgear
Take an overview of the meter cupboard or meter area. Include the cut-out, electricity meter, isolator and visible earthing or bonding connections where present.
This helps us understand the overall supply arrangement.
Product serial label
Photograph the label on the underside of eddi, where accessible. Make sure the model and serial number are readable.
This confirms which product is installed.
Your libbi photos
Tick each item as you take it. This checklist does not upload or send your photos.
libbi and surroundings
Show the complete installation, including the inverter, battery stack, nearby equipment and access space.
This helps us prepare for the work and identify access restrictions.
Consumer unit (fuse board)
Open only the hinged front flap, where fitted, and photograph the switches and their labels. Keep all covers and screws in place.
This shows circuit identification and switch positions. A photo does not replace an electrical inspection.
Electric meter and switchgear
Take an overview of the meter cupboard or meter area. Include the cut-out, electricity meter, isolator and visible earthing or bonding connections where present.
This helps us understand the overall supply arrangement.
Controller serial label
Take a clear photo of the label on top of the libbi controller, where accessible. Keep the model and serial number in focus.
This identifies the controller. Tell your adviser if any label is not safely accessible.
Before you send the photos.
- Use good lighting and check each photo is in focus.
- Take an overview for context, then a close-up where a label or marking needs to be read.
- Make sure serial numbers and circuit labels are readable before sending.
- Tell us about restricted access, unusual mounting or anything the engineer needs to know.
Step 2 · Include your details
Send the information with your photos.
Contact and installation details
- Full name
- Installation address
- Delivery address, if different
- Contact phone number
- Email address
- Product serial number
- Purchase date and installation date
- A description of the fault and troubleshooting already completed
Installer information
- If you are the owner: provide the original installer’s name or company and contact email, if known.
- If you are reporting as an installer: provide your company details, contact email, and EORI and/or VAT number as applicable. Include the customer’s contact details and how long the product has been installed.
- Include your existing myenergi ticket reference, if you have one.
Send the photos and details to the Customer Care adviser handling your case. If an adviser has asked for additional images, include those too.
Replacement expectations
What a replacement means for you.
Your original warranty continues
A warranty replacement does not restart or extend the warranty period. The replacement remains covered for the balance of the original warranty, under its terms and based on the original product’s purchase date.
New or refurbished stock
A replacement may be new or refurbished, depending on stock availability and the fault. Refurbished replacements are restored and tested to meet the required quality and performance standards.
The recent-installation route at the top of this guide applies when the product was installed less than one month ago. Contact the point of purchase rather than expecting an automatic new product through a warranty claim.
Step 3 · We review your case
What happens next?
Customer Care reviews the fault and the information provided. For approved warranty work, the arrangements depend on your location.
Mainland Great Britain
For approved warranty work in mainland Great Britain, we arrange the necessary replacement parts or products and a warranty-approved engineer. The engineer contacts you directly to agree an appointment.
Outside mainland Great Britain
Contact Customer Care to confirm the repair or replacement arrangements for your location. Do not assume that an engineer visit or installer labour is automatically included.
Any work by your own installer and reimbursement of third-party repair costs must be authorised by myenergi in advance and in writing.
After the work is complete
Your repaired or replacement product continues under the original warranty terms. If the issue returns or you need further help, contact Customer Care with your case reference.
Questions you might have.
I forgot to tell you it was installed less than a month ago
Tell your Customer Care adviser the installation date and contact your point of purchase to arrange the return. It is not handled as a myenergi warranty claim at this stage.
Will a replacement come with a new warranty?
No. The replacement continues for the remaining period of the original warranty, subject to its terms. It does not start a fresh warranty period.
Can the claim progress without installation photos?
We need the required installation photos to assess and progress the claim. If you cannot safely provide an image, tell your adviser so they can confirm what is needed next.
Why do you need installation photos?
They help us assess the reported issue and identify installation-related factors. They also help the attending engineer plan parts, tools and access. Sending photos does not by itself confirm warranty cover.
I cannot find the serial label
Do not dismantle the product or move equipment to reach it. Tell your adviser which model you have and what you can safely see. Provide the serial number from your records or app if available.
Do I need to photograph wiring inside the consumer unit?
No. Show the switches and labels behind its normal hinged flap only. Keep all fixed covers in place. Any inspection that exposes wiring needs a qualified electrician.
Do these example photos have to match my installation?
No. They show the type of view or detail we need. Your equipment and labels might look different. Send clear photos of your own installation and explain anything you cannot identify.
Does ticking the checklist send my photos?
No. It is a visual checklist only. Send your actual photo files and contact details to the adviser handling your case.