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

Welcome to our guide outlining the images required for myenergi to efficiently complete a warranty repair.

Whether you've accessed this article via a link in our request for information or found it independently through our help centre, we're here to ensure you understand what we need to address any issues with your product promptly.

Warning: If you have not contacted myenergi about a fault, please complete the our contact form to allow our agents to assess the fault and take any relevant action. Click here for contact form.

Should your myenergi product require repair or replacement due to a fault, this guide will equip you with the knowledge to streamline the process and facilitate a swift resolution.

Simply tap on the product that you are having issues with or have been advised needs work completing to find out what images you need to supply for that product.

zappi

Please provide an image of the zappi unit and its immediate surroundings.
Please capture an image of your consumer unit (fuse board) with the lid open, ensuring that the switch labels are clearly visible.
Please provide a clear image of your upstream RCD (RCBO) of your zappi ensuring the labels and wording are clearly visible. (It should be clearly labelled as EV CHARGER or similar)
Please provide a clear image of your electric meter cupboard or meter area, ensuring all switchgear components are visible.
This includes the cut-out, electric meter, isolator, and earthing and bonding.
Please capture an image of the silver sticker located on the left-hand side of the zappi unit when viewed from the front.

eddi

Please provide an image of the eddi unit and its immediate surroundings.
Please capture an image of your consumer unit (fuse board) with the lid open, ensuring that the switch labels are clearly visible.
Please provide a clear image of your electric meter cupboard or meter area, ensuring all switchgear components are visible.
This includes the cut-out, electric meter, isolator, and earthing and bonding.
Please capture an image of the silver sticker located on the bottom side of the eddi unit when viewed from the front.

libbi

Please provide an image of the libbi unit and its immediate surroundings.
Please capture an image of your consumer unit (fuse board) with the lid open, ensuring that the switch labels are clearly visible.
Please provide a clear image of your electric meter cupboard or meter area, ensuring all switchgear components are visible.
This includes the cut-out, electric meter, isolator, and earthing and bonding.
Please capture an image of the silver sticker located on the controller's top side when viewed from the front.

In addition to the images, you will need to provide the following written information:

Name
Address
Delivery Address (if different)
Contact Phone Number
Email Address
Device Serial Number
EORI & OR VAT NO. (If Installer Reporting)
Original Installer (If End User Reporting)

Once the information is provided, myenergi will take the following action:

If you're located within Great Britain or the Republic of Ireland:

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

If you're located outside of Great Britain and the Republic of Ireland:

We will send the necessary replacement part(s) or product(s) directly to you.
Your Installer will then need to invoice myenergi directly for the work for an agreed fee that is established and communicated to engineers for the performance of warranty works on behalf of myenergi.