Support

Welcome to the Moixa Support page where you will find information on how to get started with Moixa Smart Battery. 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
support@moixa.com, or leave us a message at 0207 734 1511.
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.

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.

Moixa Smart Battery warranty conditions.

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 scheme

What is GridShare?

Moixa GridShare is a customer 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.

Which membership is right for you?
  Fixed Income Profit Share
What is it? Fixed payment from Moixa Variable payment from Moixa
How often do I get paid? Annually Annually
How much do I get paid?* £50 per year 50% profits from your system
I bought my Moixa battery Yes Yes
I received  my Moixa battery as part of a project No Yes
I bought a non-Moixa battery Yes Yes – check our list of partners online
Available from Now TBD

*Your contract is guaranteed. For new contracts, Moixa Technology periodically review payment rates. Table rates current as of 01/09/2016

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 scheme 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.