Technical Support & Service
Here you find contact data, checklists and forms for service cases.
Problems with your Product? Our Customer Service can help
If you have technical questions about one of our home storage tanks or need help with the installation, we will be happy to help you.
You can reach us Monday – Friday from 8:00 – 17:00 by phone or email using the contact details opposite. Please first check whether your question can be answered with the help of the installation manual for your product or the troubleshooting checklist:
LG Energy Solution Customer Service
Tel.: +49 6196 5719 660
Online Support: Via GECP Service-Website
Please have the following documents ready to reduce the processing time of your request.
- Model and serial number of the LG Energy Solution storage system
- Make and model of the inverter on which the storage system is operated
- Error description and error code displayed by the inverter
- Installation date of the storage system
- State of charge (SOC or SOE) of the storage system
You will help us greatly if you take meaningful photos of the wiring of the connection area on the inverter and the storage unit and send them to us.
You can ensure the shortest possible processing time by completing and submitting the system log sheet below by e-mail when you first report the problem. Please make a note of the ticket number for further communication with our service.
Firmware Update
Firmware updates for high-voltage storage systems are usually carried out via the inverter. If it is not possible to update your high-voltage storage system in this way, a visit from one of our service technicians is required. Information on updating the firmware via the inverter can be found on the inverter manufacturer’s homepage.
In the case of low-voltage storage systems of the 2nd generation (current series), the firmware can be updated by uploading the file to an SD memory card and inserting the card directly at the unit. For the exact procedure, please refer to the manual for your RESU / enblock C product.
Wichtig: The software update may only be performed when instructed by the LG service team and only be performed by trained installation partners. Violation of these instructions will result in warranty termination.
