FAQs

If you’re an installer with a question, visit our Installer FAQs section.

If you are a Moixa Smart Battery owner, please see the below FAQs. If you can’t find the answer you are looking for, please contact our Customer Support Team by e-mailing support@moixa.com, or leave us a message at 0207 734 1511

 

Getting Started

Solar storage, or solar batteries, are the best way of maximising the value of solar panels.
Solar batteries charge themselves using spare solar power generated during the day, and then discharge at night so the household can make the most of this free energy.

The Moixa Smart Battery can be retrofitted to any solar system and will not affect Feed-in tariffs or payments. This means solar panel owners can benefit the most from Home batteries and don’t need to worry about losing their FIT income. Your existing export payment remains in place (based on 50% of your total solar generation).

Solar storage is not just restricted to solar panel owners.

The Moixa Smart Battery can be charged from an economy tariff overnight, when electricity is cheap, and discharged during the day when electricity is more expensive.

Further to this, Moixa will pay each battery owner to be a part of Moixa GridShare, helping non-solar customers earn the payback.

Home batteries can also offer an effective way to power lighting and low energy systems during black outs and power cuts. This will require the installer to make a few alterations, so please make sure you enquire about this before install.

Moixa Smart batteries are compatible with all solar PV systems, so they can be retrofitted very easily, typically in 1-2 hours.

Unlike many other batteries, the Moixa Smart Battery comes with a built-in inverter, so it is compatible with all solar installations and don’t require any other equipment.

Yes, lithium ion phosphate batteries are 99% recyclable.

Our batteries can only be installed by Moixa Accredited Installers.

If you are an electrician and would like to become a Moixa Accredited Installer, please click here 

One of our Moixa Accredited Installers will install your battery. Our training process is extensive and only the best installers are chosen, so you can be sure you’re in safe hands.

The Moixa Smart Battery can be placed in any accessible location within 10m of the consumer unit. It is commonly installed in your cupboard under the stairs or utility room.

At Moixa, installation is included in the price you are quoted. Typically, a solar panel plus battery install will be completed in one working day.

Each unit measures 50cm x 30cm x 20cm. It weighs only 30kg, so can easily be mounted on the wall.

 

How much you save depends on your annual energy consumption and your PV system. For more accurate savings estimates, please fill in a contact form and we will be in touch.

 

General FAQs

To access live data from your Moixa Smart Battery you will need to set up a personal Moixa account.

To do so, please click here and click ‘Register a new account’. Enter your e-mail address and then an e-mail will be sent asking you to verify your e-mail address. Please check your Junk or Spam folders for this.

Once you have verified your e-mail, it can take up to two working days for your data to show.

 

We are proud of our technology and aim to support our customers to get the best from their batteries. Therefore, we offer support through support@moixa.com or by calling 0207 734 1511.

Our Customer Team are available during business hours, that is 09:00 to 18:00, Monday to Friday.

You can download a full copy of the warranty terms below

You can find your system ID printed on a sticker on the side of your unit.

It is 12 digits long, usually beginning ‘b827…’

The USB socket on the front panel is for use by Maslow service personnel only. Do not connect any unauthorised USB device to this port as you may render your Maslow inoperable.

 

Troubleshooting

If you have just registered for the Moixa online portal, it can take up to two working days, for your account to be setup.  During this time, you will not be able to see your live data.

If there is no data but you see a message reading: “You don’t appear to have live data, please can you check that your unit is on and connected to the internet. Restart battery if necessary by switching it off and then back on.” Please follow the instructions to restart your battery.

 

It is important that your Moixa Smart Battery is connected to the internet in order for it to communicate with the Moixa server.

If your battery is offline, the green connectivity light on the front battery control panel will be off, and you will be unable to see live data on the Moixa Online Portal.

If this is the case, please follow these steps:

  1. Check your home internet connection – have you recently changed internet providers?
  2. If your battery is connected via TP links, or powerline adaptors, please check these are plugged in and working – if you do not have TP Links, please skip to step 3
    One of these will be connected to your battery, the other will be plugged into the back of the router.
    If working correctly, both TP links should show three green lights, with the middle light occasionally flashing – if they are not please follow our TP-Link troubleshooting steps.
  3.  If after checking your TP Links it is still not online, please restart the battery.
    To do this:
    1) press and hold the MODE button until it gives you 4 short beeps
    2) Wait approximately 20-30 seconds, when you should hear another beep
    3) Flip the ON/OFF toggle switch to the right hand side
    4) Wait for one minute and then flip the switch back to the left

 

 

 

 

Once your battery has been commissioned, it is designed to operate continuously.

However, Moixa may ask you to restart your battery occasionally, for example, if it has gone offline.

To do this, please follow these instructions:

  1. Press and hold the MODE button until it gives you four short beeps.
    If you do not hear this, please proceed to step 3
  2. Wait for 20 to 30 seconds, when you should hear another beep.
  3. Turn off your battery by flipping the ON/OFF toggle switch to the right hand side.
  4. Wait for 1 minute and then flip the switch back to the left

Your Moixa battery only charges when there is surplus energy from your PV panels. At times where your household consumption is higher than your PV energy generation, there is no spare energy to charge your battery.

If you feel this is not the case with your Moixa Smart Battery, please contact Moixa Customer Support

When PV generation is above your household consumption level, the spare solar energy will go towards charging the battery. However, the power input of your Moixa Smart Battery is capped at a maximum of 350W. Therefore, any extra PV above this may be seen being exported to the grid.

Further, it is important to remember that the ‘Current power flow’ diagram shows data aggregated over 30 seconds and therefore may show transitions between states. For more accurate data regarding your battery performance and charging behaviour, please refer to the ‘System data page’, where the ‘Data’ tab can provide useful and accurate information.

The ‘depth of discharge’ for a Moixa Smart Battery is 80%. This means the battery charge level will not go below 20%. This is set to preserve the health and lifespan of the battery.

Your battery charges and discharge is controlled by a plan determined remotely by Moixa. This plan is designed to ensure optimal operation of the unit.

If you would like to discuss when your battery is set to charge or discharge, please contact Moixa support.

It is important that your Moixa Smart Battery stays connected to the internet. If your Moixa Smart Battery is connected over Wi-Fi, and you change providers, you will need to make sure to reconnect it.

This is something you can do yourself at home, by following these steps:

  1. Put your battery into AP (Access Point) Mode – this will make it visible:
    Press the BYPASS switch gently
    Press and hold the MODE button for approximately 2 seconds
    Then press the BYPASS button once again
    (Please make sure your battery is out of BYPASS mode before you proceed to the next step. BYPASS mode is indicated by the lights scrolling up and down the control panel.)
  2. Go onto your Wi-Fi connected laptop, smartphone or tablet
    Navigate to the Wi-Fi menu of your device
    Locate the Moixa Wi-Fi network. This will be called ‘maslow-bXXXXXXXXXX’ where bXXXXXXXXXX is your battery serial ID
    Select the network and when prompted enter the password ‘MaslowPass’
  3. Your device will then be connected to the network
    Open an internet browser in the same device
    In the address bar at the top of the screen, type the following web address: http://10.74.8.254/
    A page will show, asking you to enter your broadband ID, or SSID, and the password for your home Wi-Fi network – these can be found on the back of your Wi-Fi router in your home
    It is important that you type in the SSID and password exactly as they appear on your home Wi-Fi router, in order to ensure it connects
  4. Wait a few moments – it can take some time to connect.

 

What are TP Links?

Your Moixa Smart Battery is typically connected via two TP Links, or powerline adaptors. Not every battery is connected via TP Links, yours may be connected directly to your home internet or over a WiFi connection

One of these is plugged in to your battery, and the other will be connected to your home internet router.

If your battery is offline, it may be due to the TP Links. Please follow the below instructions to check whether they are working correctly

Troubleshooting

Each TP Link should have three green lights on the front, with the middle light flashing occasionally.

  • The top light shows whether the TP Link is connected to the power
    If this is off, please check that it is plugged in properly. You may need to unplug and then plug them back in
  • The middle light signals whether the two TP Links are paired
    If this is off, you will need to repair your TP Links
    To do this, press the pair button on each adaptor within 2 minutes of each other.
    The pair buttons are located one on the front of the battery underneath the lights, and on the other, on the base of the battery near the cable
  • The bottom light shows whether it is connected to the internet
    If this is off, please check your home internet connection, and make sure that the ethernet cable is connected

 

Once you have checked your TP Links, it can take about 5 to 10 minutes for your battery to come back online.

You may need to restart the battery, for this to happen

 

 

Your battery is set to charge and discharge according to a plan determined remotely by Moixa. This plan is designed to ensure optimal operation of the unit.

The only exception to this is on Monday mornings. If your battery has not been able to fully charge recently, it will charge to its maximum capacity on a Monday. This may mean your battery is seen charging from the mains. This is done to calibrate the battery and maximise its life span. Once this is complete, the battery will return to its usual plan.

Normally, the Moixa Smart Battery will only charge when there is spare solar PV above your household consumption.

However, there may be a few occasions where your battery is seen charging from the mains

These may include:

  • On a Monday morning, when your battery has not reached full charge capacity for over a week
  • Your battery has discharged below the safety limit of 20%, and therefore needs to recharge quickly in order to preserve its health
  • If you have a split economy tariff plan in place, that sets your Moixa Smart Battery to charge at times when electricity is cheap

 

 

Once your Moixa Smart Battery has been commissioned, it is designed to operate continuously.

However, if you have been instructed to turn you battery off, it is important that this is done so correctly.

To do this:

  1. Press the MODE button for 10-15 seconds, until you hear two beeps
  2. Wait for 30 seconds until you hear a single beep
  3. Safely turn off your Moixa Smart Battery by flipping the ON/OFF toggle switch to the right hand side

 

 

 

 

Gridshare

Moixa GridShare is a customer membership scheme designed to give every qualifying Moixa battery customer cash back, in return for Moixa intelligently managing their batteries.

Moixa GridShare helps balance the energy demands of the grid, whilst providing the participating households with an extra income.  Moixa GridShare uses the “smart brain” built into every Moixa Battery to combine the stored energy (or spare capacity) of each customer in order to push energy to the National Grid on occasions during the year. Think of the way your solar panels work by pushing energy into the National Grid in return for a feed-in tariff. Moixa is paid by the National Grid every year for providing these services and will share this income with participating customers.

Our proprietary system generates income for our customers, helps to balance the National Grid’s energy demands, and reduces fossil fuel burn through smart energy management.

If you have any questions please contact us at gridshare@moixa.com or call us at 0207 734 1511.

It takes just a few minutes. Just follow this link: http://www.moixa.com/registration/

 

 

No, Moixa GridShare has no impact on your Feed-In Tariff payments.

Moixa GridShare works alongside any energy tariff.

Yes, your system must be connected for the minimum threshold period of 95% to be eligible for GridShare payments – beyond this the money you receive will be proportional to the period of time your system has been connected to Moixa’s GridShare server.

No, Moixa GridShare will not affect your battery performance.

Moixa GridShare will utilise your battery system a very small proportion of the time, and as such will not have a significant impact on your battery lifespan.

Your battery has the same 5 year guarantee if you sign up to GridShare membership or not.

Moixa operate to strict data protection rules which protect your personal/storage/consumption data.

Moixa GridShare helps you to make money from your battery by generating income from trading power between your battery and the National Grid.

If your battery does not work Moixa GridShare will not work therefore it is important that you are able to fix or replace your battery either through Moixa’s warranty, or through your manufacturers warranty. Your payments will resume once your battery is operating again.

You can easily cancel your Moixa GridShare membership at any time. To do so, send an e-mail expressing your wish to cancel your membership to gridshare@moixa.com

If you cancel before you have been paid your yearly share of Moixa GridShare income, you will not be able to collect your share.

 

 

 

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