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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. Remote-first. Evidence-led. Independent from AlphaESS and from your installer.
Free remote diagnostic pay only if we fix it — from £95 if remediable remotely
Book AlphaESS DiagnosticSee common faults
  • Not affiliated with AlphaESS Co. Ltd
  • All SMILE and SMILE B models
  • AlphaCloud portal diagnostics
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Most solar faults are diagnosed remotely in a single session. Tell us what you're seeing and we'll work it out.

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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 73 reviews

Fantastic service, I would highly recommend. From first contact my solar issue was resolved within 2 days. Wouldn't use anyone else.

Jackie Howell · Jul 2026 Google

Just had my whole givenergy system go down. Battery and inverter. Ron sorted me out today 3 hours to get it all sorted. Clear instructions and successful. Could not ask for better. Now that givenergy has gone bust i was concerned as to where to go for help. I have found it and can recommend them to all you givenergy users out there. Off for a cup of coffee now😄

Eaton Edwards · Jul 2026 Google

When my GivEnergy battery started playing up it became basically useless and several companies I called said they couldn’t help. Solar Tech Support really knew their stuff, communicated very well and resolved the problem quickly. Without them I’d have had to buy a replacement battery.

A D · Jun 2026 Google

What a fantastic service. Had my fault diagnosed within minutes and actually managed to resolve the issue remotely within a few minutes more. This guy is like a “Solar Batman” helping consumers fix their problems using his extensive industry knowledge and expertise. Outstanding service. Thank you so much.

Andrew Palmer · May 2026

My Givenergy battery stopped working nearly a month ago. After unsuccessfully reaching out to my installer, who looks like he's also busted, I found Solar Tech Support on a Google search. They fixed my issue in a couple of hours. Any frustrated Givenergy customers, I highly recommend these guys.

Sarma Amirapu · May 2026

What an Amazing service and so helpful . I have had problems with a faulty GivEnergy inverter and Ron has been so diligent in investigating and reporting on it . I’d give him more than 5 stars if I could for his help in diagnosis and potential solution. Thoroughly recommend .

Penny Ribbeck · Jul 2026 Google
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
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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
✓ WiFi module reconfiguration
✓ 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 19 brands
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 (inverter AC off, battery off at isolator, wait 60 seconds, battery on first, then inverter) 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.
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.
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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
  • On-site visits available across Yorkshire

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