SolarCity Customer Care: How to Get Fast, Effective Support

SolarCity was acquired by Tesla in 2016, and all legacy SolarCity systems are now supported by Tesla Energy Operations, Inc. If your panels, inverter, or contract show “SolarCity,” your customer care is handled through Tesla’s Energy Support channels. That includes lease and PPA agreements signed under SolarCity, as well as later upgrades like Powerwall or a Tesla Solar Roof.

This guide explains the most reliable ways to reach support, what information to have ready, what you can safely troubleshoot yourself, and how to handle billing, production guarantees, home sales, and roof work. The details here reflect how support is delivered today while noting a few critical legacy contract specifics that still matter.

Who Handles Support Today and What’s Covered

Since the acquisition (completed in November 2016), SolarCity’s service obligations moved to Tesla Energy Operations, Inc. You’ll see the name Tesla on current portals, the mobile app, and official notices. The support team covers legacy SolarCity PV systems (cash purchases, leases, and PPAs), Tesla-branded solar panels and inverters, Powerwall, and Solar Roof. If your system was installed before 2017, it may use third-party inverters (commonly SolarEdge, SMA, or Fronius); Tesla Energy still coordinates service for those units under your agreement terms.

Warranty and performance obligations continue according to your original contract. Typical SolarCity contracts include a 20-year term for a lease/PPA with optional renewals, panel performance warranties up to 25 years (manufacturer-backed), inverter warranties around 10–12 years (varies by model), and workmanship coverage often 10 years. Always check the “Limited Warranty” and “Performance Guarantee” sections in your specific agreement to confirm exact durations and remedies.

How to Reach Customer Care

The fastest path for most issues is the Tesla app (iOS/Android). Log in with the email that manages your Energy products, tap Energy, then Support. You can choose a category (Monitoring, Billing, Production, Roof Work/R&R, Transfer of Ownership, Power Outage/Emergency), add details and photos, and submit. You’ll receive a case number and status updates in the app and by email. For account access problems, use the “Trouble logging in?” link on the Tesla login page or request your system to be linked by providing your service address and agreement number.

Phone support for Tesla Energy (including legacy SolarCity) in the U.S. is available at 877-961-7652. The legacy SolarCity line 888-765-2489 (888-SOL-CITY) typically routes to the same Energy Support. Emergency support for unsafe conditions is available 24/7; non-emergency hours can vary by region. Official self-serve help articles are at www.tesla.com/support/energy. For the most current numbers and hours, check that page before calling.

For formal notices required by contract (for example, change of mailing address, home sale/assignment notices, or legal correspondence), use the “Notices” address specified in your agreement, as that governs legally. If your contract predates the acquisition and lists a SolarCity address, it is still generally honored, but you can also send a duplicate to: Tesla, Inc., Attn: Energy Support, 1 Tesla Road, Austin, TX 78725. Use a trackable delivery method and include your agreement number.

What to Have Ready When You Contact Support

Providing complete, precise information shortens resolution time and avoids back-and-forth. Before you open a case or call, gather the identifiers and recent history below. Photos are especially helpful for equipment status and labeling.

• Agreement/Account details: SolarCity/Tesla agreement number, service address, name on the account, and best callback number.
• System specifics: DC system size (kW), install month/year, inverter brand/model, optimizer model (if present), and any serial numbers visible on labels near the inverter or AC disconnect.
• Utility details: Utility name, interconnection (PTO) date, meter number, and whether you have net metering or a special tariff.
• Recent changes: New router/Wi‑Fi credentials, power outages, roof work, electrical work (panel upgrade, main breaker replacement), or any tripping breakers.
• Monitoring evidence: Screenshots of the Tesla app or third-party monitoring (e.g., SolarEdge) showing when production stopped or dropped, and photos of inverter LEDs or error codes.
• Billing items: Last invoice number, billing plan (lease, PPA with escalator %, or cash), and notes on any disputed charges or estimated vs. actual production.
• Safety concerns: Smell of burning, visible arcing, damaged wiring, water intrusion, or storm damage—state if the site is safe and whether firefighters or a licensed electrician have been on site.

Common Issues and Quick Fixes You Can Safely Try

Do not go on the roof or open any equipment enclosures. You may operate labeled disconnects and your home’s breaker panel if comfortable doing so. If you see scorch marks, smell burning, hear arcing, or have water ingress, call 911 first, then Tesla Energy at 877-961-7652.

• Monitoring offline after router change: Reboot your modem/router; ensure 2.4 GHz Wi‑Fi is enabled. If your inverter or gateway connects via Ethernet, reseat the cable. Update Wi‑Fi credentials on the inverter/gateway per the manufacturer’s user instructions. After changes, allow 15–30 minutes for data to backfill in the Tesla app.
• Production is zero on a sunny day: Check your main service panel and the solar backfeed breaker; reset if tripped. Verify the external AC disconnect (often near the meter) is ON. If the inverter shows an error code, take a clear photo for support.
• Low production vs. historical: Compare current daily kWh to the same month last year, adjust for weather, and check for shading from new trees or structures. Light soiling can reduce output 2–7% seasonally; heavy soiling can be more. Rain often restores output.
• Rapid shutdown engaged after utility work: Ensure the labeled rapid shutdown switch (where present) is set to the normal/run position and the inverter has completed its startup sequence (often 3–5 minutes after sunrise).
• Powerwall/Gateway offline: Power cycle your internet router first. If still offline, briefly toggle the Gateway switch (if accessible and permitted by instructions) and wait 5–10 minutes. Avoid turning off the main service unless instructed by Tesla.
• Frequent breaker trips: Note the breaker size (e.g., 40A), frequency, and conditions (midday only, after storms). Do not upsize breakers. Provide photos of the panel directory labeling to support.

If these steps don’t restore normal operation within 30 minutes, open a case in the Tesla app and include timestamps and photos. For legacy SolarCity systems, Tesla can remotely check inverter status, cellular modems (if installed), and production history to pinpoint the issue and schedule service if needed.

Contracts, Billing, and Production Guarantees

Legacy SolarCity agreements are typically one of three types: cash purchase, lease, or PPA. Lease and PPA terms commonly run 20 years, sometimes with 0%–2.9% annual escalators on PPAs. Cash purchases don’t carry monthly bills, but you still receive warranty/service support per your agreement. Your contract packet includes a “Production Guarantee” if applicable—review the baseline annual kWh and allowed variance.

Leases and PPAs are billed monthly. View invoices and payment history in the Tesla app or via account.tesla.com. If you believe billed usage or production is incorrect, open a billing case within the dispute window stated in your contract (often 30–60 days). Provide the invoice number and supporting readings. Net metering credits are handled by your utility and appear on your utility bill, not Tesla’s invoice.

Selling your home requires a Transfer of Ownership for lease or PPA systems. Start the process as soon as the home is listed; typical completion is 2–6 weeks and runs in parallel with escrow. The buyer will be screened for credit (for lease/PPA) and must accept the agreement. Open a “Transfer of Ownership” case in the Tesla app or visit www.tesla.com/support/energy and search “Transfer Energy Products.” Some agreements include a transfer fee; check your contract’s “Assignment” section.

Service, Maintenance, and Roof Work

Most PV systems are low-maintenance. In many regions, rain provides sufficient cleaning. In dusty or pollen-heavy areas, production can drop a few percent until the next rain. If you choose to clean, hire a professional with solar experience; avoid abrasive tools, high-pressure washing, and harsh chemicals. Keep clearances around inverters and conduits, and ensure rodents can’t nest under arrays.

For roof repairs, request a panel Remove & Reinstall (R&R) via the Tesla app. Lead times are often 4–8 weeks, longer in peak seasons. Coordinate with your roofer so Tesla removes the array shortly before roof work begins and reinstalls after inspection. Provide your roofer’s contact, permit status, and the shingle/tile details. Many homeowners insurance policies cover R&R when tied to an insured roof claim—ask your insurer.

Typical warranty benchmarks: panel performance to 25 years (manufacturer), Tesla Solar Inverter limited warranty 12.5 years (model-dependent), third-party inverters commonly 10–12 years, Powerwall 10 years, and workmanship often 10 years. Your specific agreement controls; have the document titles and effective dates handy when you speak with support.

Regulatory and Safety Notes for Legacy SolarCity Systems

Most post-2014 systems include a rapid shutdown function per NEC 690.12. Emergency responders will look for labeling near the service panel and AC disconnect. You should also know the location of your system’s AC disconnect and main service disconnect. Only operate clearly labeled switches; do not open any equipment enclosures.

If your utility upgrades your meter or service panel, alert Tesla Energy beforehand via the app. Some work requires a re-inspection or inverter setting updates to stay compliant with your interconnection agreement. Scheduling ahead avoids extended downtime. Keep your Permission to Operate (PTO) letter and interconnection number on file; utilities will sometimes request them during service changes.

Key Contacts and Links

Phone (U.S. Energy Support): 877-961-7652. Legacy line: 888-765-2489 (888-SOL-CITY). Emergency energy support is available 24/7.

Support articles and cases: www.tesla.com/support/energy. Formal notices: use the “Notices” address in your contract; optionally duplicate to Tesla, Inc., Attn: Energy Support, 1 Tesla Road, Austin, TX 78725.