How to Reach Our Support Team

myenergi

Customer support

How to reach our support team

We offer a few different ways to get help with your myenergi products. Choose the option that best matches your query. This helps us get the right information first time and reduces delays.

Choose the right contact route Get help faster Avoid unnecessary delays

Choose how to contact us

What do you need help with?

Start with the option that best matches your issue. Each route is designed to help us understand your query and provide the right support.

01

AI Assistant

For quick answers, common questions and guided troubleshooting.

  • Available 24 hours a day.
  • Provides step-by-step help with common issues.
  • Can guide you through raising a support ticket if needed.
  • Often the quickest way to find an answer.
Did you know? Our AI Assistant resolves over 70% of queries without the need for human support.

Where to find it: Look for the green AI Assistant icon in the bottom-right-hand corner of your screen. Select this icon to open the chat and start a conversation with our AI Assistant.

02

Submit a request

Best for product faults, account issues, detailed enquiries and cases where you need to send supporting information.

  • Explain the issue in your own words.
  • Include your product type and serial number.
  • Tell us what troubleshooting you have already completed.
  • Attach photos, screenshots or data logs where relevant.
  • Keep your updates and our responses together in one place.
Helpful tip. Providing clear information at the start helps us investigate your issue and reduces unnecessary back-and-forth.

Submit a request

03

Phone support

Best for urgent product faults or issues that need direct discussion with a member of our support team.

  • Speak directly with a support agent.
  • Explain the issue and discuss the next steps.
  • Our team may ask you to send photos, logs or additional information by email.
Choose your location. Select your country or region below to see the correct myenergi support team and telephone number.

View phone numbers

Phone support

Find the right phone number

Select your country or region from the dropdown. We will show you the correct support team and telephone number to call.

Your support contact will appear here once you have selected a country or region.

Need help choosing? If your country or region is not listed individually, choose the relevant regional option under "Other countries and regions".

Before contacting us

Help us help you

A few quick checks and some basic information can help us understand your issue more quickly.

Before getting in touch, please:

  1. Search the Help Centre. You may find an answer or troubleshooting guide that resolves your issue straight away.
  2. Check your product's internet connection. If your product connects to the internet, check that it is online and communicating correctly.
  3. Check your firmware. Make sure your product is running the latest available firmware.
  4. Find your serial number. Have the serial number of the product you need help with ready.
  5. Prepare any supporting information. Photos, screenshots and data logs can help us understand what is happening.

For product faults

Product faults are prioritised over general advice enquiries so that customers experiencing problems with their products can receive the appropriate support.

For general questions

The Help Centre and AI Assistant may provide a quicker answer for general questions, product information and common troubleshooting.

Great Britain phone support

Check current support demand

If you are calling our Great Britain support team, you can check current phone demand before calling.

The live demand page shows current queue levels, calls waiting and estimated waiting times for the GB support team.

Check GB support availability

This live demand information applies to Great Britain phone support only.

More information

Frequently asked questions

Which contact option should I use?

Use the AI Assistant for quick answers and guided troubleshooting. Submit a request for faults, account issues or enquiries that need supporting information. Call phone support for urgent product faults or issues that need direct discussion.

Can I send photos or screenshots?

Yes. The webform is the best option when you need to provide photos, screenshots, data logs or other supporting information.

What happens if I call phone support?

A support agent will discuss your issue with you. Depending on the problem, they may ask you to provide photos, data logs or additional details by email so that they can investigate further.

Why are product faults prioritised?

Product faults are prioritised over general advice enquiries. This helps us manage support demand and focus attention on customers experiencing product problems.

What if I cannot find my country in the list?

Select the relevant "Other Country" region from the phone support dropdown. The correct myenergi support team and telephone number will then be displayed.

Still need help?

We're here to help

If you cannot find the answer you need, contact our team using the most appropriate option above.

Submit a request Find a phone number
myenergi Customer Care How to reach our support team

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