Schedule Service option not on the App

[Lee Vining]

Tesla Solar 9.5 panels and Power Wall.

Tesla is sending texts to Schedule Service with instructions to go on the app, then to support, then select 'schedule service.'
No Schedule Service is appearing to select. We're trying hard to figure it out.

Anyone have a tip or tale that may guide us to Schedule Service?

Half our life saving went into this system and we're concerned we won't be able to get service.

We've notified Tesla through chat and that just generates another text to Schedule Service.

We've tried online PC to our account and with the iPhone both refer us to the app, the app refers us to the app too.

Thank you for any guidance. We will be so appreciative.

 

[ucmndd]

I have never seen an option to schedule service in the app. You need to call Tesla Energy support at 877-798-3752.

 

[loan-potato]

When I’ve gotten that message I got to support in the app and there is a button to click on to schedule the service appointment. You can also give them a call at the number that ucmndd mentioned. They’ve always been real helpful when I’ve called.

 

[Lee Vining]

Thank you for the takes.
We'll follow through.

 

[Lee Vining]

 

[Lee Vining]

We tried the phone number. Nothing near Scheduling Service. Just referral to go to the app and that links are removed.

 

[Lee Vining]

Here it is from the Tesla site:

Requesting and Scheduling Service​

If you are experiencing issues with your solar system, you can request and schedule service using the Tesla app. Our Customer Support team will contact you to help resolve your issue. If your system requires in-person assistance, we will schedule service with a technician. If eligible, we’ll conduct a virtual service of your system.
To get started, download the Tesla app and sign in using your Tesla Account. If you already use the app for your Tesla vehicle, register your energy products using the same email address.
Step 1: In the app, select 'Support’ at the bottom of your energy system home screen.

Step 2: On the ‘Support’ screen, select 'Request Service’ at the bottom of the screen.

Step 3: On the ‘Select Service’ screen, select your issue.

Step 4: Tap ‘Next’ to proceed with next steps to submit your request.

Step 5: We will review your request and follow up within approximately three business days via phone call or email.

 

[ucmndd]

It seems like this might be actively changing at the moment and Tesla is rolling out a new way to handle service that is similar to their vehicle service (which isn’t necessarily a good thing).

In the past there was no way to directly schedule service for Tesla energy products. You needed to start with phone support first, who would schedule a site visit for you only after triaging your issue (option 4 then option 2 at the above number, although I think it’s a weekday/business hours sort of thing and they’re closed on weekends).

 

[yblaser]

FYI, this is what it looks like in my app. The button is supposed to be at the very bottom.

You could try the usual things like uninstalling and reinstalling the app if you haven't already.

 

[Lee Vining]

As you can see, nothing on the app to select "Schedule Service."

It seems like this might be actively changing at the moment and Tesla is rolling out a new way to handle service that is similar to their vehicle service (which isn’t necessarily a good thing).

In the past there was no way to directly schedule service for Tesla energy products. You needed to start with phone support first, who would schedule a site visit for you only after triaging your issue (option 4 then option 2 at the above number, although I think it’s a weekday/business hours sort of thing and they’re closed on weekends).

I sure hope so. It's a faceless company.
Thanks.

 

[Lee Vining]

FYI, this is what it looks like in my app. The button is supposed to be at the very bottom.

You could try the usual things like uninstalling and reinstalling the app if you haven't already.
View attachment 826814

I'll try that.
We just downloaded the app this week so I was hesitant to do it.
We love the system so far. Exceeded our expectations.
Driving the car charged by the sun is truly "burning sunlight."

 

[yblaser]

I'll try that.
We just downloaded the app this week so I was hesitant to do it.
We love the system so far. Exceeded our expectations.
Driving the car charged by the sun is truly "burning sunlight."

We have seen on new installs that some app features get gradually rolled out over a week or two after install (self powered vs time based control, go of grid, etc.). It would be strange if "request support" would be one of those but I wouldn't put it past Tesla.

Glad you are enjoying your system.

 

[Lee Vining]

We tried the phone number.
Nothing for scheduling service.
“These links are removed” is all we get.

 

[TBrownTX]

“Request Service” does not show up until after PTO. Until then, you’ll need to request service via a service advisor (chat or call).

Tim

 

[ucmndd]

“Request Service” does not show up until after PTO. Until then, you’ll need to request service via a service advisor (chat or call).

Tim

I’m well past PTO and don’t have it either. My install was third party though, so maybe that has something to do with it.

 

[TBrownTX]

I’m well past PTO and don’t have it either. My install was third party though, so maybe that has something to do with it.

Interesting. I had heard it didn’t show up until PTO was received, and sure enough, mine did as soon as they flipped the switch. Must be more to it than that!

Tim

 

[jjrandorin]

I'll try that.
We just downloaded the app this week so I was hesitant to do it.
We love the system so far. Exceeded our expectations.
Driving the car charged by the sun is truly "burning sunlight."

Do you have PTO (permission to operate)?

 

[Lee Vining]

Do you have PTO (permission to operate)?

We're everything approved except the gateway to the power company.

 

[jjrandorin]

We're everything approved except the gateway to the power company.

So, that means you dont have permission to operate (from the power company, which is what we are talking about when we ask about PTO) yet, at least that is what I am hearing.

Thats likely why you see no support options in your app.

 

[nyprepper]

i do NOT have the request Request Service button showing up in my app (4.10.0) and my PV/PW's were installed by Tesla in late 2018.