Skip to content
07944 877 329 hello@solar-tech-support.co.uk
Alectrona Get a quote
Brand support · AlphaESS

AlphaESS SMILE Support — Hybrid Inverter, Battery & AlphaCloud

SMILE hybrid inverters with SMILE B battery storage are spreading across UK installations. BMS communication alarms, EPS not activating, AlphaCloud portal offline, charge mode configuration — we diagnose AlphaESS systems at the engineering level, and if the dongle needs reconnecting to your WiFi, we can set it up on site, from £195. Remote-first. Evidence-led. Independent from AlphaESS and from your installer.
Free remote diagnostic £125 only if we fix it remotely
Book AlphaESS DiagnosticSee common faults
  • Not affiliated with AlphaESS Co. Ltd
  • All SMILE and SMILE B models
  • AlphaCloud portal diagnostics
Not sure where to start?

Most solar faults are diagnosed remotely in a single session. Tell us what you're seeing and we'll work it out.

Book your free remote diagnostic

Safety: do not open inverter or battery enclosures. If you smell burning or see arcing, isolate at the consumer unit and call 999.

5.0
Rated 5.0 on Google Read all 151 reviews

Particularly useful in helping to fix my GivEnergy All in One system with a disabling fault.

Patrick Collins · Sep 2026 Google

Ron is incredibly knowledgeable about solar installs in general but knows givenergy products inside out and the key personnel that worked there from the start to the end. My problem was spurious in its nature but Ron spotted it straight away when he understood the installation details. In essence the installers didn’t fit the correct trip switch. He also gave me hope that in the future hardware repairs could be possible but it’s still early days. This guy really is in the know and keen to sucas a business If you need help don’t hesitate

Geoffrey Heathcote · Jun 2026 Google

Very pleased with solar tech support , they were very informative and helpful , arrived when they said they would and did a great job , I would highly recommend them .

mary shaw · Jul 2026 Google

After 6 months of trying to find someone to help with non functioning Givenergy batteries and inverter, I contacted Ron at STS who remotely sorted the problem within days. Highly recommended.

Francesca Pomlett · Oct 2026 Google

Having had a recent solar instal and being concerned about various aspects of the work, I reached out to Solar Tech for advice. I received immediate engagement and first class advice. This was late evening and the company went above and beyond in providing assistance to me - high recommended.

John Szram · Jul 2026 Google

Ron is a life saver sorted out a connectivity problem and had to replace one of my inverters all good now so I can stop stressing. Thank you again

Glenn Hempstead · Oct 2026 Google

Written by · Independent Solar Engineer Last updated

AlphaESS Faults

Common AlphaESS problems we diagnose

Every fault below has a proven diagnostic path. Click through for the specific page or book a diagnostic if you're unsure.

EPS & Grid Protection
EPS not activating

Backup power not available during power cut. EPS disabled, wiring issue, or SoC below minimum threshold.

Guide →
Grid protection trip

SMILE disconnecting from grid due to G98/G99 fault. Voltage, frequency, or isolation error.

See diagnostic guide →
No solar production

SMILE not generating from panels. DC string fault, inverter protection trip, or grid code lock.

Guide →
System underperforming

Output lower than expected. Panel soiling, string fault, or firmware misconfiguration.

See diagnostic guide →
Fault Codes

AlphaESS fault code index

AlphaCloud displays fault codes and alarms when system errors occur. Our diagnostic process covers all fault categories and alarm codes across SMILE and SMILE B models.

Browse AlphaESS fault codes How to read fault codes
Fault code categories
·BMS cell and module alarms
·EPS mode fault events
·Grid protection alarms (G98/G99)
·Battery protection and isolation faults
View all services →
Services

What we do for AlphaESS owners

Remote AlphaESS Diagnostic

We review AlphaCloud data, app settings, and error history to identify the exact fault without a site visit.

✓ Fault path identified
✓ Settings validation
✓ Written engineer summary
Book remote diagnostic

SMILE System Recovery

AlphaCloud access lost, portal locked, or firmware misconfiguration. We recover monitoring and rebuild documentation.

✓ Portal ownership recovery
✓ On-site WiFi setup, from £195
✓ Warranty evidence pack
Start recovery

On-Site AlphaESS Repair

BMS cable fault, battery module replacement, inverter repair, EPS wiring validation. Targeted visit — no guesswork on arrival.

✓ Evidence-led targeted checks
✓ Safety-focused report
✓ Repair or replacement path
Discuss visit
Documents

AlphaESS datasheets, manuals & warranty PDFs

Download datasheets, installation manuals and warranty documents for AlphaESS hybrid inverters and battery systems. Self-hosted and always current.

Browse AlphaESS documents All brand documents
Product datasheets & specifications
Installation & commissioning manuals
Warranty terms & coverage documents
App & software setup guides
Wiring diagrams

About AlphaESS SMILE systems

AlphaESS is a Chinese hybrid inverter and battery manufacturer with growing UK market share. The SMILE range covers single-phase and three-phase hybrid inverters; the SMILE B battery is modular and AC-coupled or DC-coupled depending on model. EPS (Emergency Power Supply) is a standard feature but requires correct configuration — the EPS output circuit must be wired separately from the main load circuit.

As a newer entrant to the UK market, firmware updates are common and can occasionally affect AlphaCloud portal connectivity and app performance. BMS communication alarms between SMILE B battery modules and the SMILE inverter are logged in AlphaCloud but require correct interpretation to diagnose whether the fault is transient or hardware-level.

If you're searching for AlphaESS battery not charging, AlphaESS BMS fault, AlphaCloud offline, AlphaESS EPS not working, or AlphaESS grid fault, STS provides independent diagnostic and repair support across the UK — not affiliated with AlphaESS Ltd or your installer. We diagnose at the engineering level using portal data, app screenshots, and on-site testing where needed.

Compare AlphaESS against other brands: AlphaESS vs GivEnergy, AlphaESS vs Fox ESS, AlphaESS vs Sigenergy, AlphaESS vs Pylontech.

Related problem pages
Useful guides
Adding a battery to existing solar → Bought a house with AlphaESS? → AlphaESS installer gone bust? → Transfer monitoring account →
We also support

STS supports all major inverter and battery brands — not just AlphaESS. If you have a mixed-brand system or are comparing options, visit the brand hub.

Browse all brands
Explore

More AlphaESS help

Battery not charging

Solar battery not charging from solar or the grid? This covers every common cause. Free remote diagnostic — no fix, no fee. Same-day.

See battery not charging
BMS communication

Battery showing a communication fault, CAN error, or BMS fault? This explains what causes these errors, what to check first, and when you need an engineer.

See BMS communication
AlphaESS common problems & faults

Independent AlphaESS problems support across the UK — 2 faults STS engineers diagnose and repair. Free remote diagnostic, no fix no fee.

See AlphaESS common problems & faults
Services

Independent solar PV and battery diagnostic, repair and recovery services across the UK. No-fix-no-fee remote diagnostic — same/next day.

See services
Documents & downloads

Download AlphaESS datasheets, installation manuals, warranty PDFs, app guides and wiring diagrams. SMILE series inverters and AlphaCloud monitoring.

See documents & downloads
FAQ

AlphaESS questions answered

The most common causes are incorrect working mode settings in AlphaCloud or the AlphaESS app, a BMS communication alarm between the SMILE B battery and the SMILE inverter, or a grid fault preventing normal operation. Check the AlphaCloud event log for any active alarms. If a BMS communication alarm is present, a full power cycle (battery shut down first at its power button to stop power flowing, then inverter AC off, then the battery DC isolator last so it is never switched under load, wait 60 seconds, then restore: battery DC isolator closed, inverter on, battery on last) resolves most transient faults.
AlphaESS EPS requires two things: the backup load must be wired to the dedicated EPS output terminal (not the main load output), and EPS mode must be enabled in the SMILE inverter settings. If the battery SoC is below the EPS minimum threshold at the time of a power cut, EPS will not activate. Check AlphaCloud for the battery SoC at the time of the outage and confirm the EPS output wiring and settings are correct.
AlphaCloud loses data when the AlphaESS communication module (the 4G or WiFi data stick) loses its connection. Check the LED on the communication dongle — a solid LED means connected. Power cycling the inverter (AC isolator off, wait 30 seconds, back on) usually restores cloud connectivity. After a router change or WiFi password update, the dongle WiFi settings need to be reconfigured via the AlphaESS app, and if it won't reconnect, we can set it up on site, from £195.
Yes. AlphaESS BMS alarms between the SMILE B battery and SMILE inverter are logged in the AlphaCloud event history. We review the alarm sequence to determine whether the fault is a transient communication dropout (often resolved by power cycle), a firmware version mismatch between the battery and inverter, or a hardware fault in the BMS or CAN cable. Most BMS communication faults on AlphaESS systems are resolved without a site visit.
SMILE is the hybrid inverter unit that converts DC from solar and batteries into AC power for your home and the grid. SMILE B is the modular battery storage system that pairs with SMILE inverters. A complete AlphaESS system consists of one SMILE inverter paired with one or more SMILE B battery modules for scalable energy storage. Some older systems may use different battery models — we diagnose all variants.
Book

Ready to fix your AlphaESS system?

Tell us what's happening. We'll review your details and come back with a clear diagnosis path — usually same day.

  • Not affiliated with AlphaESS Co. Ltd
  • No fix, no fee covers remote fixes. On-site work is quoted in writing before we start.
  • On-site visits available

By submitting you agree to be contacted about your diagnostic request. We don't share your data with 3rd parties.

Call 07944 877 329 Book free diagnostic