FAQ

FAQS

/ FRONIUS SOLAR.WEB

Please send details of the error message you receive and the e-mail address you would like to use for your user account to support@fronius.com.
Please send an e-mail from the e-mail address associated with your user account to support@fronius.com.
Please try using the “Forgot your password?” function underneath the login field of the Fronius Solar.web portal first. If this does not resolve the issue, please contact support@fronius.com using the e-mail address associated with your user account. If you no longer have access to this e-mail address, please include a scan of your valid ID. This is a security measure to ensure your confidential data is not accessed by unauthorised persons.
At Fronius we are constantly striving to improve our products and to adapt them to your needs as much as possible. Only if we know our customers can we offer them the most suitable range of products and services. If you have purchased a Fronius Warranty or a Fronius Solar.web Premium subscription, your invoice is automatically calculated based on the personal details you have provided us with.
You can delete your user account at any time. In order to delete your user account, go to the user settings section of your profile and select “Delete account”. Please be aware that all generation and consumption data from your system will be permanently deleted. If you have purchased a Fronius Warranty or the Fronius Solar.web Premium subscription, we are legally required to continue to store your personal details.

Have you already registered your PV system online? If not, please download the Fronius Solar.web Live app from the relevant app store. You will then be guided through the process step by step. Alternatively, go to www.solarweb.com and select “Add your PV system” on the main screen. As soon as your PV system has been registered and is sending data to Fronius Solar.web, the device will also be displayed and you will then be able to register it.

If you have already registered your PV system, it is possible that you have been assigned “Guest” rights for monitoring your system. The inverters associated with a PV system are only displayed if you have “Plant Engineer” or “Owner” rights.

Please contact support@fronius.com. As this involves confidential data, and because changing the e-mail address grants you full access to the associated PV system, we ask that you attach a scan of your valid ID to your e-mail in this case.
Yes. You can change your details at any time in the Fronius Solar.web portal – simply go to the “User settings” section of your user account. Please note that by agreeing to the general terms and conditions of Fronius Solar.web, you confirmed that your details were correct. Providing incorrect information represents a breach of the general terms and conditions. For this reason, we ask that you always check your information carefully and ensure it is up-to-date.
The general terms and conditions for Fronius Solar.web can be found here: Terms of Use and General Webshop Terms and Conditions
Your user account and completed orders contain confidential data. For security reasons, and to prevent unauthorised persons gaining access to this data, we only communicate with our users using the e-mail address verified during the registration process. This ensures that we only communicate with the owner of the user account. If you no longer have access to this e-mail address, please send us a copy of your valid ID. This allows us to check that you have the right to access this data.
The data sources for your PV system can be found on the display of your inverter. If you launch the wireless hot spot from the menu, an “SS” number is displayed: this is your Datalogger ID (data sources).
Assigning “Guest” rights is most useful for displaying the data from the PV system without the ability to change important parameters of the PV system unintentionally. If a different Fronius Solar.web user account should also have access to the settings, we recommend assigning “Plant Engineer” rights.

/ FRONIUS SOLAR.WEB PREMIUM

Fronius Solar.web Premium refers to the upgrade that is available on your Fronius Solar.web user account. This upgrade offers users the following features in addition to the basic function: a clear overview and evaluation of current and archived data and future forecasts, comprehensive self-consumption analysis, a permanent power consumption overview for cost control, individual reporting, visualisation and analysis of storage systems.
The Fronius Solar.web Premium subscription runs for either 6 or 12 months, depending on the duration you choose. The subscription will renew automatically for the same period of time that you selected previously if you do not cancel it with at least four weeks’ notice. You can of course purchase Fronius Solar.web Premium again at any time after cancellation.
Please contact support@fronius.com using the e-mail address associated with your user account.
No. Fronius Solar.web Premium can only be purchased via Fronius Solar.web.
No. Fronius Solar.web Premium is an upgrade for your user account. As soon as you have subscribed to Fronius Solar.web Premium, you will get all the benefits of Fronius Solar.web Premium for your whole user account.
Fronius Solar.web Premium is only available as a subscription. You can choose between two different terms: 6 or 12 months. The prices are listed next to your desired subscription option. It can be cancelled up to four weeks before the subscription is due to expire.
Fronius has designed the subscription terms for Solar.web Premium with flexibility in mind. If you would like to try out the Premium subscription, we recommend the 6-month term. This is the ideal length of time in which to experience all the advantages of Premium. If you are already convinced of the benefits of the Solar.web Premium subscription, we recommend the 12-month subscription.
You can cancel your subscription for Fronius Solar.web Premium at any time, but no later than four weeks before the end of the subscription period. Failure to do so will result in the subscription renewing automatically for the same period.
For legal reasons we cannot cancel your Fronius Solar.web Premium subscription for you. You will therefore need to cancel your subscription in the user settings section of the Fronius Solar.web webshop. In your user account you can view and cancel your subscription under the “My subscriptions” tab.
Once you have logged into your Fronius Solar.web user account, you can access your user settings in the right-hand corner. There you will see the e-mail address you use to access Fronius Solar.web. If you have a premium subscription, “Premium user” will be displayed above your e-mail address.
The Fronius Solar.web Live app and the Fronius Solar.web portal are two different systems. For this reason, it is not possible to access your Premium subscription using the Live app as they are not compatible. If you would like to access your Premium membership using your tablet or smartphone, we recommend using the mobile view via your web browser.

/ FRONIUS WARRANTIES

As soon as you have registered your Fronius inverter at www.solarweb.com, many attractive offers will be continuously available to extend the warranty duration of your Fronius inverter. Please note that the Fronius warranty for your Fronius inverter can be extended for a maximum of 15 years, provided that your Fronius inverter’s warranty has not yet expired.
Please contact support@fronius.com immediately with the relevant details using the e-mail address associated with your user account.
Your warranty certificate will be displayed next to your registered Fronius inverter after you have selected a warranty in Fronius Solar.web. In rare cases, the warranty certificate you have purchased is not available in Fronius Solar.web straight away. If this is the case, you will see the message “Transaction pending” where the warranty certificate should appear.
Your Fronius inverter is covered by a two-year manufacturer’s warranty and an additional six-month warranty to cover any storage and delivery times. In addition, you will also receive a free additional three-year Fronius Warranty Plus or a five-year Fronius Warranty from us. To eligible for these additional warranties, you need to sign up at www.solarweb.com and register your Fronius inverter using its serial number. After completing the registration, you will be invited to extend your warranty. Click on “Select warranty”. You will then be redirected to a screen displaying the range of Fronius warranties available.

Extended warranties can only be purchased for Fronius inverters which are still covered by a valid Fronius warranty and if the maximum warranty period of 15 years has not been exceeded.

Extended warranties are only available for the SnapINverter generation. If, for example, you have a Fronius IG TL, you can only take out an extended warranty with your installer.

If you are not redirected to the Fronius Warranty range automatically, it could be that maintenance work is currently taking place. This can last for a few minutes. Please try again later. If the problem continues, please contact support@fronius.com using the e-mail address associated with your user account

If there is open service case for the serial number in question, then you will not be able to extend your warranty. As soon as the service case has been completed you will be able to purchase the warranty. Thank you for your patience!

When you decide to install a PV system, the installation process will be subject to a number of different factors, such as the availability of your PV installer or the weather. These factors may delay the installation in some cases. To ensure that this does not have a negative impact on your Fronius warranty, Fronius provides you with a manufacturer’s warranty longer than the customary two years.
You receive the Fronius Warranty Plus as standard with your Fronius inverter, which you can extend on request. To do so, you need to sign up at www.solarweb.com and register your Fronius inverter. Once registered, there are different options available to extend the warranty for your Fronius inverter.
The price of an extended warranty depends on the Fronius inverter purchased. Simply go to the Fronius Solar.web portal (www.solarweb.com), where you will find the prices listed alongside the respective extended warranties.
There are two different warranty models available for your Fronius inverter. They are the Fronius Warranty Plus, which covers material, service and transport costs, and the Fronius Warranty, which only covers the material costs.
No. Once you have purchased your Fronius inverter, you can redeem your free extended warranty at www.solarweb.com. The only condition is that your Fronius inverter must still be covered by an existing Fronius warranty. Purchasing an additional extended warranty is optional.
Yes. You can purchase your extended warranty from your installer directly. The only condition is that your Fronius inverter must still be covered by a valid warranty. Please contact your installer for more information.
The Fronius extended warranties that you can buy from your installer have different durations to those that you purchase from Fronius Solar.web, so the prices also differ.
The current end date of your Fronius warranty is always displayed in Fronius Solar.web. If this is not correct or it did not update after purchasing another Fronius extended warranty, please contact support@fronius.com using the e-mail address associated with your user account.
In some cases, it may take longer for your warranty period to update. If this is the case, “Transaction pending” will be displayed in place of the date.
Due to the various device types and installation dates etc., warranty periods for devices can vary. Selecting the right extended warranty for each individual device will enable you to get as much return as possible from your system.
Fronius inverters are supplied with a warranty period of 2 years. As a gesture of goodwill, we add a further six months to bridge the gap between delivery and commissioning.
The warranty that you have already purchased for your Fronius Solar Battery is valid for all modules. If you purchase additional modules, you do not need to purchase an extended warranty for each new module, as these are automatically covered.
The warranty options available for the inverter depend on the country of installation and not the country of the owner. This means you can only purchase extended warranties that are available in the relevant country.
You have a statutory grace period of 14 days from purchase during which you can cancel your extended warranty. To do so, contact support@fronius.com using the e-mail address associated with your user account. Please also note that the warranty certificate will no longer be valid if you cancel. When checking an existing warranty, the deciding factor is the Fronius system and not the warranty certificate. The current duration of the warranty can be found under the following link: www.solarweb.com/ProductRegistration
Various factors determine the price of an extended warranty. We have optimised the prices of the extended warranties for each country according to market conditions and the current economic situation, which makes it possible to offer you the extended warranty for your Fronius inverter at the best possible price.

/ PAYMENT AND INVOICING

The payment methods available in the Fronius webshop are credit card, bank transfer and PayPal. Please not that this only applies for extended warranties. As Fronius Solar.web Premium is a subscription service, payment can only be made using credit card or PayPal.
Yes, payment by credit is secure. We meet all current security requirements. No credit card details are stored when you place your order.
No. No credit card details are stored when you place your order.
Credit card, bank transfer and PayPal are the only payment methods currently accepted in the Fronius webshop. If you think that Fronius should offer additional payment methods, please e-mail your suggestions to support@fronius.com. Please note that we are under no obligation to provide any special payment method.
No. The money will not be charged to your credit card. Should your credit card be charged nevertheless, please contact support@fronius.com using the e-mail address associated with your user account.
Please send an e-mail with your invoice number or order number to support@fronius.com using the e-mail address associated with your user account. We will investigate the matter immediately.
The invoiced amount will be charged to your credit card immediately. If you think a mistake has been made, please contact support@fronius.com using the e-mail address associated with your user account, quoting your order number.
No additional handling costs are charged for orders online.
You normally receive an order confirmation immediately after the order is placed. If you have not received it, please check your junk e-mail folder first of all. If you do not find it there, please send an e-mail from the e-mail address associated with your user account to support@fronius.com.
It can take up to 72 hours to send your invoice. You can find your order confirmation in your customer account in the Fronius webshop at any time. If you still have not received your invoice after 72 hours please contact support@fronius.com using the e-mail associated with your user account, quoting your order number.
The invoice contains the details you provided us with when you registered for Fronius Solar.web. Please note that by agreeing to the general terms and conditions of the Fronius Solar.web portal, you confirmed that your details were correct. Providing incorrect information represents a breach of the general terms and conditions. For this reason, we ask that you always check your information carefully and ensure that it is up-to-date. You can change your address details at any time in the user settings section of the Fronius Solar.web portal. If you require an invoice with different details, please contact support@fronius.com using the e-mail address associated with your account. Please include the correct details and details of the invoice to be changed.
You can find a complete overview of all your orders in your user account for the Fronius Solar.web webshop.
We need a few days to ensure that your cancellation is processed properly. We will initiate a refund of the amount paid within 14 days of cancellation. This refund will be made in the same way as the payment was made.
Discount codes are distributed during promotional campaigns.
Have you received a discount code from Fronius? Discount codes are always linked to a specific Fronius product. Please follow the instructions you received along with the discount code.
All orders are managed by subsidiaries of Fronius International GmbH. There is currently no subsidiary in your country and you are therefore being automatically redirected to the subsidiary responsible for your country. This does not affect your order.