Solar Battery » Support

Support

Welcome to the Moixa Support page, where you will find information on how to get started with the
Moixa Smart Battery at your home. If you’re looking for frequently asked questions, please click here.

If you can’t find the answer you are looking for, please email our Customer Support Team on support@moixa.com, or leave us a
message at 0207 734 1511. Our support team is available by phone or via email 9am – 6pm Monday to Friday (excluding public holidays).

If you’re an installer with a question, please email us at support@moixa.com.

Calls may be recorded for training and quality purposes.

Getting Started

Registering on the server

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

After your Moixa Smart Battery has been installed, you will receive an email from the Moixa team to confirm your email address, so that we can create an account for you to access the Moixa Dashboard. If you have not heard from Moixa after 2 working days then please reach out to support@moixa.com.

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 (excluding public holidays).

You can download a full copy of the warranty terms below.

Moixa Smart Battery warranty conditions.

For your battery to work safely and effectively it cannot be covered. It is a safety hazard to have any items on or leaning against the battery.

Please keep at least 10cm of unobstructed space next to the fans on the side of your battery unit (on the right side when looking at your battery), so they operate correctly to keep the system working at the correct temperature.

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

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

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

Troubleshooting

I can’t see my data on the online portal

If you have just registered for the Moixa dashboard, 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.

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

Please contact us on 02077341511 or support@moixa.com for help with this.

Your Moixa Smart 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 is exported to the grid.

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).
  2. Press the BYPASS switch gently. To do this, you may need a pencil or other narrow object.
  3. Then press and hold the MODE button for approximately 2 seconds
  4. Then press the BYPASS button once again
  5. 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.
  6. Connect to the Moixa Wi-Fi network
  7. Go onto your Wi-Fi connected laptop, smartphone or tablet
  8. Navigate to the Wi-Fi menu of your device
  9. Locate the Moixa Wi-Fi network. This will be called ‘maslow-bXXXXXXXXXX’ where bXXXXXXXXXX is your battery serial ID
  10. Select the network and when prompted enter the password ‘MaslowPass’
  11. Once your device is connected to the Wi-Fi
  12. Open your internet browser and in the search bar at the top of the screen, type the following web address: http://10.74.8.254/
  13. 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
  14. 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

 

Once you have done this, please let Moixa know

 

N.B. Please connect to the 2.4GHz WiFi network if this is available, over a 5GHz network – most modern routers have both options – 2.4GHz has a longer range, a stronger, more reliable signal that will provide a better connection for your Smart Battery.

 

TechFile-03E.09 Maintenance Connecting to WiFi

Please contact us on 02077341511 or support@moixa.com for help with this.

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:

  • 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

Please contact us on 02077341511 or support@moixa.com for help with this.

There are two different answers to this question, depending on exactly how your battery is behaving.

Firstly, if this is more of an isolated incident then it is likely that the way the State Of Charge (SOC) is derived from the raw data from core electrical processes means that the unit knows exactly “where it is” when it is completely empty and when it is completely full. We have an ‘absolute reading of fullness’ – this is 100% and we can be confident that when the unit hits 100% SOC it is indeed full. However, when the unit is charging up from 20% SOC we sometimes have a less accurate picture of the charging cycle, since 20% is not actually an empty battery (see Q ‘Why does my battery never go below 20%?’) The calculations of the % are derived by multiple sub-calculations, raw data and various assumptions which must be made, which cannot always produce accurate results.

But if this is observed repeatedly and consistently over a period of several charge cycles, our technical team would investigate this as a calibration issue, where the calibration set by the manufacturer may have an error in it. This can be easily fixed by remote tweaking in the calibration settings.

Please contact us on 02077341511 or support@moixa.com for help with this.

The Moixa Smart Battery will use approximately 100 MB per month.

If this is an issue for you we can reduce the traffic to your system. However, please be informed that this could limit how much of your data will be visible for us, which could affect our ability to help you, ins case you had any issues in the future. Because of this we recommend staying at the standard 100 MB per month.

If you think you have noticed something usuals about your battery, such as a smell coming from it, as a safety precaution, please follow the How do I turn off my Moixa Smart Battery? process.

You might also then need to make sure you isolate your battery from the mains completely.

In any case, please then give us a call on 02077341511 or email at support@moixa.com and we will assist further.

GridShare & GridShare Membership

What is GridShare?

GridShare is the software that puts the ‘smart’ in every Moixa Smart Battery. GridShare identifies a home’s energy generation and consumption patterns, looks at weather forecasts and the home’s energy tariff. Then, based on all the data points, GridShare generates a personalised battery charging plan for your household’s needs.
With GridShare, there is also the option to unlock your battery to provide energy services to support the grid and enable a new era of sustainable energy in the UK. Every Moixa Smart Battery owner has the option to take part in this and we call it GridShare Membership.

GridShare works alongside any energy tariff.

At Moixa, we offer every one of our Moixa Smart Battery customers the opportunity to join GridShare Membership. This comes with a free extended warranty for your Smart Battery and allows Moixa to unlock additional value from your battery by supporting the grid through a ‘Virtual Power Plant’.

GridShare Membership is one of the ways in which Moixa looks to support a low-carbon future, powered by renewable energy, by balancing the Grid with spare battery capacity.

If you sign up to GridShare Membership, not only do you receive an additional £50 per year for the first three years, but we will also monitor and report back on the impact of Grid Service involvement on your Moixa Smart Battery and make sure we reimburse you for any savings missed.

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

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

Yes, your battery must be connected for the minimum threshold period of 95% to be eligible for GridShare Membership rewards – beyond this the money you receive will be proportional to the period of time your system has been connected and working properly.

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

If your battery does not work, 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.

The membership term is fixed for 3 years from the sign-up date.

If your participation is cancelled by us, you will receive all your payments for each full month you have taken part as a member.

Safety instructions

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.

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: