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General

Find general information applicable to most optimised battery owners

Setting up your account for Dashboard and App access

To monitor your battery system’s performance you will need to set up a personal Moixa account.

After your battery has been installed, you should receive an email from [email protected] with details on how to set your password and access the Moixa Dashboard. Please check your spam folder for this email and note that the invite link expires within 7 days of the day it’s sent.
Your username will be the email address you provided during installation.

Once you’ve created your account you’ll be able to use the same email and password to access the Moixa app, which is available for all Android and iOS devices.

If you’re having trouble accessing your account, want to change the associated email address, or the link has expired, please get in contact with your support team.

For more information on understanding the Dashboard and App please click here.

We are proud of our technology and aim to support our customers to get the best from their batteries. Therefore, for customers that purchased their batteries directly from Moixa we offer UK based customer support. If that’s you, please visit our support page for contact details.

Our Moixa Customer Team are available during business hours, that is 09:00 to 18:00, Monday to Friday (excluding public holidays).

If you have purchased Moixa optimised battery system from someone else, please contact your supplier for contact of your customer support.

How to Complain

We’re sorry to hear if you’re unhappy and we’d like to help resolve any issues as soon as possible. If you would like to raise a complaint you can do this directly by calling Moixa Support on 02077 341 511 (option 2) or emailing us at [email protected] Office opening hours are Monday to Friday, 9:00 to 18:00,(excluding Bank holidays). Complaints can be received directly via email, telephone or post across all areas of the business.

Complaint Process Internal and external

At Moixa we take complaints seriously and we will always try to resolve any issues relating to our service or hardware to your satisfaction. The Moixa complaints timeline is outlined below to help guide you through the process.

  • Acknowledgement: Within 24 hours
    We will always try to acknowledge your complaint as soon as we receive it and provide you with a formal acknowledgement.
  • Summary Response Communication: 5 working days
    We aim to resolve all complaints within 5 working days providing a verbal resolution. If you are happy with the outcome and accept the closure of the complaint we will provide a Summary Response Communication.
  • Final Response Communication: 20 working days
    If we are unable to resolve the complaint within 5 working days, we will then escalate the complaint to a senior member of the team and, within a timeframe of a further 20 working days, write to you with our response in a Final Response Communication. If it is not possible to get back to you within this timeframe, we will write to you to update you on progress within the 20-working day period.
  • Unhappy with the response? If you think our response is unsatisfactory or do not agree with our decision, our Customer Support Manager will review the decision and we will write back to you within 20 working days of you letting us know that you are unhappy with the outcome.
  • Taking it further… In the event that you are still not satisfied with the reviewed decision, you can refer your complaint to an independent body or a free advice service to review.

Independent advice

You can refer your complaint to HIES who will investigate your complaint in full and free of charge through their Alternative Disputes Resolution process (ADR). You can contact HIES through a number of ways Online https://www.hiesscheme.org.uk/what-we-do/alternative-dispute-resolution/ Post: Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, PR25 3GR Telephone: 0344 324 5242 The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at any time during the complaints process: 03454 04 05 061 www.citizensadvice.org.uk/energy Consumer energy query form Know your rights It’s easy to get free independent advice so that you “Know your rights” as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. The document produced by the Citizens Advice service provides more information about where energy consumers can get free independent information and advice about their energy supply as well as ways to reduce their energy bills.

Taking it further

If you are still not satisfied with our decision and we are in a deadlock you can refer your complaint to the Ombudsman service to review but you must do so within six months of the date of the final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. The Ombudsman is a free and independent service who will review your complaint in full and investigate the actions taken by Moixa to gain a resolution. If the Ombudsman does not agree with Moixa’s outcome then they will instruct us on the next steps to make things right. The Ombudsman outcome is final with Moixa but you can choose to accept or decline. We will cooperate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman Contact: The Energy Ombudsman Service, Energy, P.O. Box 966, Warrington, WA4 9DF Phone: 0330 440 1624 Email: [email protected] Website: https://www.ombudsman-services.org/

Complaint Forwarding & 3rd Party Complaints

On occasions when we receive a complaint and following our initial investigations we believe the root cause of the issue needs to be addressed by a different company e.g your energy provider, we will formally forward the complaint in full or in part on your behalf. If a complaint case is raised indirectly through a 3rd party such as an energy company or finance company, in these instances the complaints will follow our usual procedure and we will keep the related parties involved and informed every step of the way.

Complaint Eligibility

We are happy to resolve all types of issues however, eligible complainants, customers that have purchased goods and services using a lender’s finance, are legally defined and have additional rights in law that we must acknowledge and adhere to. The Financial Conduct Authority complaints rules apply to complaints: A complaint made by, or on behalf of an eligible complainant. Relating to regulated activity. Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

Credit Broking Complaints

If you are unhappy with our role in introducing you to a lender to obtain finance, please contact Moixa directly by calling 02077 341 511 emailing [email protected] Credit broking complaints process Timeline What happens Acknowledgement: Within 24 hours We will always try to acknowledge your complaint as soon as we receive it and provide you with a formal acknowledgement. Final response Communication: Within 8 weeks We will provide a final response to you, either: accepting the complaint and offering redress or remedial action; offering redress or remedial action without accepting the complaint; or rejecting your complaint. Taking it further If we are not able to provide a final written response within 8 weeks, we will write to you and explain when we expect to be able to do so and inform you that you may now refer your complaint to the Financial Ombudsman Service if you wish. Moixa Technology Limited is authorised and regulated by the Financial Conduct Authority. It acts as a credit broker and not a lender. Allium Money Limited acts as the lender. The Financial Ombudsman Service Exchange Tower, London E14 9SR Tel: 0300 123 9123 Email: [email protected] Website: https://www.financial-ombudsman.org.uk/

  • First Aid
The Moixa Smart Battery should not be tampered with, however if for some reason you are exposed to the effects of battery chemicals please take into account the following first aid measures:
  • Ingestion
Swallowing a battery can cause serious chemical burns of the mouth, oesophagus, and gastrointestinal tract. If an open battery is ingested, do not induce vomiting or give food or drink. Rinse mouth and seek medical attention immediately.
  • Inhalation
Contents of an open battery can cause respiratory irritation. Move the person to fresh air and seek medical attention.
  • Skin Contact
Contents of an open battery can cause skin irritation and/or chemical burns. Remove contaminated clothing and wash skin with soap and water. If irritation persists, seek medical attention.
  • Eye Contact
Contents of an open battery can cause severe irritation and chemical burns. Immediately flush eyes thoroughly with water for at least 15 minutes, lifting upper and lower lids, until no evidence of the chemical remains. Seek medical attention.
  • Battery Safety and Firefighting Measures
In the case of a house fire, or fire where your battery is located, you must tell the firefighters that you have a Moixa Smart Battery which contains a Lithium Ion Battery. Please then share the following documents with the fire department so they can safely tackle the fire:

V3 2&3kWh Moixa Smart Battery MSDS
V3C 2&3kWh Moixa Smart Battery MSDS
V4 4.8kWh Moixa Smart Battery MSDS

For model specific troubleshooting please visit your specific product page using the Topics button above.
Why does my battery never fully discharge to 0%?
The minimum state of charge of the battery is limited to maintain the battery health and lifespan.
The usable capacity of our 2 & 3 kWh models is set at 80%, this means that your battery should not fall below 20% charge.
For our larger capacity systems the usable capacity can be increased up to 90%, meaning the lowest expected level of charge would be 10%If the level of charge drops too low under the reserve level, the system should automatically correct itself with a very short charge up from the grid. If you battery ever displays 0% charge please contact your support team so they can investigate and advise further.
Why is my battery not charging?
As standard, your Moixa Smart Battery only charges when there is surplus energy available from your PV panels. When your household consumption is higher than your PV generation all the solar power will used in the home leaving none spare to charge your battery. For those with time of use tariffs we can activate a personalised charging plan based on their household consumption and generation patterns, you can find out more on our Optimisation page here.
Can I change when my battery charges and discharges?
Your battery can be set to utilise your energy tariff by charging up at set times from the grid. You can find out more about changing the Operation mode and setting your own schedule on our Optimisation page here.

If you would like your battery to work alongside another solar diverting device by only operating as set hours each day, or would like the battery to remain idle at set hours for better compatibility with other devices, such as an EV charger, just contact the support team who can help you set this up.

I’m due to have a new electric or smart meter fitted, what should I do?
If any electrical work is due to be carried out by a non Moixa Accredited installer and may require temporary removal of your batteries system clamps, we would suggest that reference photos are taken before any work is undertaken to ensure the clamps are returned back to the correct position.

The specific position and direction of the clamps connected to your Moixa system are integral to it’s continual operation so if these are removed or knocked by accident, this may impact the performance of your Moixa battery system.

I’m moving house, how do I transfer ownership?
If you are moving home and wish to transfer ownership of your Moixa Smart Battery to the new home owner you will need to contact your support with the following details:

  • Confirmation of the name and contact details of the new homeowner
  • Confirmation that you are happy for the existing performance data to be made available to the new owner.

Upon completion the new homeowner should then contact their dedicated support team so they can help set up their account.

If you are moving home and wish to enquire about moving the battery, please contact your support team directly who can advise further on this.

I have recently changed internet providers, how do I reconnect my battery?
Your Moixa Smart Battery should be connected to your internet router using one of three methods:

  1. A direct Ethernet cable between the battery and your router.
  2. A pair of power line adapters (TP Links) plugged in beside both the battery and router
  3. WiFi

If you have changed your router, you should be able to reconnect the battery using the same method, you may need to restart the battery for the new connection to be recognised.

If your connection is through TP Links, these may need to be re-paired again after changing your router.

If you are not familiar with which connection type your battery uses, or are experiencing any connectivity issues, please consult the specific page for your battery model for more details:

How do I turn off or restart my battery?
Once your Moixa Smart Battery has been commissioned, it is designed to operate continuously.

However the support team may direct you to turn off or restart the battery as part of any troubleshooting if a fault occurs.

For specific details on the correct process please consult the troubleshooting page for your specific model:

Will my battery operate in the event of a power cut?
As standard*, your battery is not setup to provide power during a power cut. The inverter requires a constant power source for the system to charge or discharge. For the safety of any engineers working on the power lines, the battery will not discharge to provide power during a power cut. Once power has returned your system should revert back to normal operation but if this is not the case please contact your support team. *Currently this is not an option but Moixa are working on making this feature available as an addition to a standard installation .
What if I notice anything unusual about my battery?
If you have noticed anything unusual about your battery performance or behaviour please contact your support team, contact details can be found here.
If case of an emergency you can turn the system off as a safety precaution by following the outlined process on the specific product page:

You can also refer to the user manual on the support page for more details on battery functionality.