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ASK US ANYTHINGOnline Resources

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Find the answers to all the questions you have in our list of FAQs.
Can't be bothered reading? We've got you covered. Watch our video tutorials today and learn more about everything solar.
Download our e-books and you'll never have to wonder "How do I?" again. Whether you need advice on how to turn the solar system on or just setup your inverter monitoring. You can browse through our guides below.


Here are some answers to some of the most frequently asked questions
Welcome Packs

Q: There are some errors in my welcome pack, how do I update this information?

A: Email base@hellosolar.com.au the amendments and an updated welcome pack will be sent within 48 hours.

Q: I can’t find my welcome pack, how do I get it resent?

A: Email base@hellosolar.com.au and we’ll resend it to you.

Q: Can I get a hard copy of my welcome pack?

A: Email base@hellosolar.com.au to let us know and we’ll mail it to you.

Distributor Approval Process

Q: What is a distributor approval?

A: We need to notify your electricity distributor that you are going to install a solar system. They respond in writing with their confirmation of the allowed installation and solar export.

Q: Can you install my system before you get the approval?

A: No, without the approval, we can’t install the system.

Q: How long do I need to wait for the approval?

A: This usually takes up to two weeks however can take longer depending on the electricity distributor in your area.

Q: What is an export limit?

A: Your distributor may impose a solar export limit as a condition to your solar installation. An export limiter will be installed with your solar system to comply with these conditions.  We will notify you of any restrictions before installing.

Q: You want my NMI Number, what is that?

A: This is an 11 Digit National Meter Identification Number that can be found on an electricity bill, or by calling your electricity retailer. We can’t apply for the approval without this.

Q: I want a copy of my distributor approval, can you send it to me?

A: Email base@hellosolar.com.au and we will re-send it to you.

Whole Of System Warranty

Q: What is my whole of system warranty?

A: Download our warranty to see what this covers.

Q: How many years is my whole of system warranty?

A: This depends on when you purchased your solar system from Hello Solar.

Customers who purchased prior to 23/08/21 (Inclusive): 5 Years

Customers who purchased after to 24/08/21 (Inclusive): 10 Years

Solar Homes Program

This section only applies to rebates offered by Solar Victoria under the Solar Homes Program.

Q: How do I apply for a rebate? 

A: Download the eligibility fact sheet to find out more about the rebate application process.

Q: How does the interest free loan work?

A: Download the loans fact sheet to find out more about the interest free loan.

Solar Installers

Q: Where are the installers based?

A: We have one of the largest installation networks in Australia. We will assign the installation based on locality and speciality, based on your specific installation.

Q: Are the installers licensed?

A: We only use CEC Accredited Solar Installers. To see their accreditations and licenses, email to let us know and we’ll email it to you.

Q: I am a solar installer, how do I work for you?

A: Email info@hellosolar.com.au with your expression of interest and our installations team will get back to you.

Inverter Monitoring Setup

Q: I’ve just had my system installed, how do I setup the online monitoring?

A: Visit our resources centre to download the WIFI setup manuals.

Q: I’m having trouble with the setup. Can you help me?

A: Email base@hellosolar.com.au the issues you are experiencing and we will get back to you within 48 hours.


Q: When do I pay for the balance?

A: The balance amount is due on the date of installation.

Q: How do I pay?

A: Click Here to pay online with a credit card.

EFT/Bank Transfer:

Bank Name: ANZ
Name: Hello Solar
BSB: 013481
Account No: 464634167

 Q. How do I get a refund?

A: Email base@hellosolar.com.au to notify us of your refund request and our team will call you to confirm the refund details. Refunds can take up to 10 business days to appear in your account.

Product Warranties

Q: My system has an inverter fault, what do I do?

A: Please notify us at the first instance by email to base@hellosolar.com.au. We will assist you with any system related warranty issues within your warranty period.

Q: I’m not sure if my system is working, how do I check?

A: Monitor the system either online or at the inverter screen. If the system appears to be online, it is turned on. Refer to your user manual for specific advice on how to read the data.

Q. How do I submit a warranty claim? 

A: Our dedicated warranty team will help submit the claim and assist you with the process. Please notify us at the first instance by email to base@hellosolar.com.au.

Q. How do I get an update on my warranty claim?

A: Our team will update you by email. If you haven’t heard from us and want an update, please respond to the warranty team member assigned to your case.

STC Incentives

Q: What are STC’s? 

A: Solar Photovoltaic (PV), Solar Water Heater (SWH) and Wind are all technologies eligible to receive tradable certificates where an investment has been made from a home or business. Small Scale Technology Certificates (STCs) are assigned to all Solar and Wind systems under 100kW of generating capacity. The number of certificates awarded to each system differs around the country, with 5 zones mapped out based on the differing amount of sunlight across Australia. So, a system installed in Queensland will receive slightly more certificates than that of its counterpart in Victoria.

Q: How do I claim these STC’s?

A: All quotes for solar systems provided by Hello Solar are offered on the condition that small scale technology certificates are assigned to Hello Solar or it’s agents. This incentive/discount is applied upfront and detailed in your quotation document.

Q: How do I confirm the number of STC’s my system qualifies for?

A: Click here to visit the REC Registry’s website to use their STC calculator.

Solar Installations

Q: When will I be installed?

A: From approval, it can take up to four weeks to be installed. You will be updated every step of the way by email.

Q: How long will the installation go for?

A: Installations typically take 5 hours to complete. If the installation is challenging, it can take longer to complete.

Q: Who will install my solar system?

A: Hello Solar only uses CEC Accredited Solar Installers. You will assigned an installer at the time of providing an installation date.

Feed In Tariff

Q: What is a feed-in tariff?

A: Your Feed-In Tariff is what your electricity retailer pays you for your excess solar generation.

Q: How do I know if I have it? 

A: If you’re not sure, the best way of finding out is always by contacting your electricity retailer or distributor.

Q. If I don’t have a feed-in tariff, am I still saving? 

A: Absolutely! Your system will still be turned on and generating solar power that will be used in your home throughout the day. Your Feed-In Tariff is only for your excess power generation that is not utilised by the building.

Refer A Friend Program

Q: I want to refer friends, do you have a rewards program?

A: Yes we want to thank you for your support and to show our appreciation we are offering referral bonuses as reward.

Q: What rewards can I get for referrals?

A: Visit our Refer A Friend page to find out more about referrals, rewards and discounts.


Need to chat? Chat online now

We’ve got all the answers. At Hello Solar, we like to make things simple. You could even say, we make them simply good. We’re the company that doesn’t just listen to our customers, but has a relationship with them. We talk to them, know what they want, why they want it and work with them to make that happen.


Popular Resources By The Clean Energy Council

Do you need help to setup your inverter monitoring?

Visit our solar brain resources centre to download the online inverter monitoring setup manuals, technical data sheets and respective warranties.


Welcome Pack

Read about next steps and timelines.


Installation Guide

Read about what to expect on installation day.


Feed In Guide

Read about the feed in tariff process.


Inverter Monitoring

Download the setup guide to get your inverter online.


Recently purchase and want some clarification? We're the team for you.
How did we do? Tell us about your experience.
Technical question? Our electricians are on stand-by for you.
Uh-oh, has something gone wrong? Chat now to restore your system.

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