How do I get support?
I have 5 tickets with a status of "New" that have never been responded to. The oldest is from December 6, 2025 (18 days ago).
Is the "official" Support Portal (https://support.fox-ess.com/portal/en/home still active?
How do I get support?
I have 5 tickets with a status of "New" that have never been responded to. The oldest is from December 6, 2025 (18 days ago).
How do I get support?
I have 5 tickets with a status of "New" that have never been responded to. The oldest is from December 6, 2025 (18 days ago).
I never had much luck with support tickets via that method.
Go direct via email, include problem and Inverter Serial number
https://www.fox-ess.com/contact-us
Go direct via email, include problem and Inverter Serial number
https://www.fox-ess.com/contact-us
A support ticket is created when using the Support page in the mobile app. I get an email confirmation from Support.au@myfoxess.zohodesk.eu. Also the contact information from the mobile app for Oceania is Mail:service.au@fox-ess.com Phone::1300 377 369MaterialBarracuda48 wrote: ↑Thu Dec 25, 2025 9:43 am I never had much luck with support tickets via that method.
Go direct via email, include problem and Inverter Serial number
https://www.fox-ess.com/contact-us
You have not provided an email address to use. The website link you provided has a form that looks like it's for companies to make general enquiries about their products. On that website, hovering on Resource & Support on the top menu, and then clicking the Customer Support link takes me to the page containing my tickets (screenshot I provided in original post).
What is the actual email address to use?
As mentioned, I used the App and sent off a support ticket via that... it went to a dead end, as it never got answered.
I am just a customer like yourself, trying to help. Once I gave up with the app support method, and went direct, it was answered quickly (2 working days)
I cannot give you an email to use, as I would have no idea what Country you are from, but you found it yourself service.au@fox-ess.com for Australia region. Send a direct email, and hopefully you get a reply within a few days.
I am just a customer like yourself, trying to help. Once I gave up with the app support method, and went direct, it was answered quickly (2 working days)
I cannot give you an email to use, as I would have no idea what Country you are from, but you found it yourself service.au@fox-ess.com for Australia region. Send a direct email, and hopefully you get a reply within a few days.
I have sent an email asking how can I get support. Let's see if they answer.
Very dissapointing that it is so hard to get support, especially since the app is so buggy.
Very dissapointing that it is so hard to get support, especially since the app is so buggy.
When I sent in an email (to UK support) I got a quick automatic response with a Ticket number. Hopefully you have this, if not check spam folder.
I did not get any automatic reply with a ticket number (have checked spam). I can only assume the office in Australia no longer exists.
I sent an email to service.uk@fox-ess.com and did get an automatic repsonse from service.uk@myfoxess.zohodesk.eu.
Looks like it is all using the same ticketing system, zohodesk, but no one is picking up the tickets in Australia.
I sent an email to service.uk@fox-ess.com and did get an automatic repsonse from service.uk@myfoxess.zohodesk.eu.
Looks like it is all using the same ticketing system, zohodesk, but no one is picking up the tickets in Australia.
It's now been over 4 days since sending an email to UK support and except for the automatice response, I have not got any reply.
Interestingly I can no longer see the ticket from the portal. The ticket number from the auto repsonse was 96690. When I click on the View Ticket link in the email I get page showing "Insufficent Privileges"!
So basically there is no support whatsoever available for Australia!
Interestingly I can no longer see the ticket from the portal. The ticket number from the auto repsonse was 96690. When I click on the View Ticket link in the email I get page showing "Insufficent Privileges"!
So basically there is no support whatsoever available for Australia!
It is xmas holidays here in the UK which has shut everything down, response is usually 2 working days - but it may be they filter out any other country messages - the Australian service centre contact details are -
As a general rule, your installer is responsible for first line support.
My installer told me to contact support because they only know how to do a basic installation with defaults. They don't even update the firmware to the latest levels.
I finally got through to support on the phone today for the first time (3 weeks after my installation) and they also used the xmas period as an excuse for the support tickets not being answered. My first ticket was on December 6 which is well before xmas.
It was obvious to me that the person who I sopke to did not have a basic understanding of electronics. He thought that the 10kW limit for charging was the max 50A curent and 220V. He thought that the conversion from AC to DC maintained the voltage at 220V.
I finally got through to support on the phone today for the first time (3 weeks after my installation) and they also used the xmas period as an excuse for the support tickets not being answered. My first ticket was on December 6 which is well before xmas.
It was obvious to me that the person who I sopke to did not have a basic understanding of electronics. He thought that the 10kW limit for charging was the max 50A curent and 220V. He thought that the conversion from AC to DC maintained the voltage at 220V.