Update (October 2025): Amber is currently experiencing increased support volumes following the Federal Battery Rebate release, this may impact the length of delay of the team troubleshooting your system if you have identified an issue. We thank you for your understanding while we address any troubleshooting, please check the Amber app Amber for information on resolution steps.
There may be confusion about the types of errors or issues which may be related to the automation itself vs what sits on the side of the battery brand to resolve in order for SmartShift to work successfully. Sometimes, there may not be an issue with the system but the command may not have made sense, which we have helpful resources for too. The Amber team are always happy to advise on whether the system issue is related to a device error or a SmartShift error, but we may not be able to resolve an issue without help from your installer or manufacturer.
What is likely an issue with the device itself where you should contact your installer or the manufacturer?
- The system is offline in both the device brand app and the Amber app: SmartShift will not be able to switch off your system remotely.
- The import or export limit being set too high or low: this is set usually by your installer or within the brand app. Once updated it will update with Amber automatically.
- You have multiple batteries and notice drop outs or the maximum capacity changing sporadically: likely a communication issue with one of the batteries.
- Commands are occurring (ie. charging and discharging) when SmartShift hasn't been switched on for over 30 minutes and there's no price spikes: ensure time based controls/scheduled commands are switched off in the brand app.
- Commands are either having the opposite effect or curtailment is working sporadically: ensure system firmware is all up to date ahead of reaching out to the Amber team to troubleshoot.
- For all curtailment/command troubleshooting, please see this guide.
- Your battery is locked from charging/discharging and switching off SmartShift does not solve the issue.
- You have a power outage and the battery did not back up the home: see this guide.
- Your minimum reserve level for self consumption isn't being respected despite being set to a fixed value in both the battery and Amber app.
What is may be an issue caused during the enrolment process or SmartShift's automation?
- There is a very large (double) discrepancy between your device app and the Amber app when you have multiple devices or brands enrolled.
- The battery capacity that you have in the home vs what's showing up in the Amber app doesn't match (important if you have multiple devices or a Sungrow system).
- There is data showing up in the device brand app over multiple days but not the Amber app and you haven't had a piece of the hardware replaced recently:
- If you replaced something recently, please follow this guide to onboard the replacement
- Our outages page will show all active outages occurring
- You have multiple devices enrolled which aren't the one brand, and curtailment or commands appear to be consistently failing.
- You have both solar and a battery installed, but only your solar is showing up for curtailment in the app. Same applies to solar only or battery only set ups.
- Your Tesla Powerwall's commands are consistently failing - see this article for more info.
- Your battery capacity is locked from charging/discharging and switching off SmartShift solves the lock up.
Where do I find information about automation behaviour that may not be a software/hardware issue, but I'd like an explanation for?
Explaining common SmartShift behaviour questions
Understanding your SmartShift Automation Explainers
Solar curtailment to maximise feed-in earnings
Still unsure or want to leave feedback?
Your installer, manufacturer support and Amber will all help where we can to resolve the issue you're seeing. If what you're experiencing is part of SmartShift's features (such as command behaviour), we always appreciate the feedback about your experience. We have a new feature in the Amber app where you can send direct feedback to the team based on specific topics if something doesn't look right:
- Head to the 'Devices' tab then select 'Plan'
- Click 'Notice something strange?'
- Click 'Notice something strange?' again and select your issue from the drop down options, then leave a comment and hit submit
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