Frequently asked questions
Over its 10 years of operation, SolarZero introduced a variety of
systems and energy service agreements. SZ Servicing has created
this page to provide answers to the most common questions. For
specific information, please check your Energy Service Agreement or contact the customer care team on 0800 609 647.
Operational Questions
Call 0800 609 647 or email customercare@solarzero.co.nz. There is a team ready to support existing subscription customers with any questions or issues they may have.
If there’s an urgent issue with the solar system, you can call our after-hours number on 0800 609 647 and one of our team will be happy to help.
This depends on the solar system installed at your place. Please check with our customer care team customercare@solarzero.co.nz
Yes, the SolarZero App remains operational.
The essence of subscription savings is underpinned by using solar electricity and off-peak & shoulder grid energy for most of your home energy needs.
Of course, the power to save is up to you, as it is also based on how much energy you consume and when. Our energy specialists, MySolarZero and/or SolarZero App help you save by providing tips and tricks and clear visibility on energy usage.
Yes, your Energy Service Agreement allows you to switch energy retailers.
Governance, Payment and Contract Questions
The Public Trust has assumed ownership of the two companies that hold contracts with SolarZero customers, to ensure the obligations are protected while the insolvency process is worked through.
They manage your payments, which are protected from SolarZero’s insolvency. The company is being managed by SZ Servicing.
The commitments detailed in your agreement with SolarZero will not change, although the Servicer responsible for delivering the energy service throughout your agreement is likely to do so.
Your energy service agreement continues. Your current contractual arrangement has not been impacted by the liquidation of the SolarZero corporate entities.
The benefits detailed in your energy service agreement remain.
Yes, your energy service agreement continues uninterrupted.
There is no change to your method of payment. All bank details and direct debits remain the same. The only exception to this is if you were previously billed your SolarZero monthly fee through Pulse. Since April this must be paid into a new bank account.
The credit remains secure on your account to be used as a credit against future solar subscription fees. All customer payments are held by the Public Trust and are not impacted by the SolarZero Limited (in Liquidation).
Subscription and Hardware Questions
Over the years there have been a number of different subscription services, please refer to your energy service agreement or give our customer care team a call on 0800 609 647.
You are a customer with a 20 or 25-year Energy Service Agreement. Our job is to ensure that the equipment driving the subscription performs throughout that time.
We provide a web dashboard &/or a SolarZero App so you can personally monitor solar generation, battery capacity*, solar export, and grid usage. This will enable you to make smart energy decisions to reduce your energy costs.
Our solar engineers also monitor the system’s performance and receive an alert if there is an issue. Often, this can be rectified remotely. If not, they will arrange for an electrician to visit at no additional cost to you.
*If your energy service includes a battery
Subscription customers do not buy the solar panels, battery, inverter, framing, wiring, energy management and control systems, two-way meter, or any other kit associated with the solar and battery system (Energy Hardware). They also don’t pay for any solar system repairs, faults, and breakages, including those caused by natural disasters, or to replace products that no longer deliver the benefits set out in the agreement.
This is for the length of the subscription.
Solar panels are designed to be largely self cleaning. We install solar panels on a slight angle so when it is raining they clean themselves. Our team are constantly monitoring your system so if performance has dropped they will contact you and recommend you clean the panels. SZ Servicing Limited recommends contracting Edwards & Hardy to clean the panels. They have a team located across New Zealand and can provide a free quote. Call 0800 666 677.
We are responsible for repairs and replacement of the solar and battery systems whether it is a warranty claim, end-of-life, fire, flood or anything else (except deliberate malice).
With your Solar Subscription, you’ll enjoy daily monitoring from our experienced energy management team. They oversee all our solar and battery systems, so if something happens or performance dips, they will fix the problem remotely, call you to check for issues of shading or dirty panels or if it is a system fault arrange for our local expert team to fix it at no additional cost.
Battery lifespan varies based on how you use energy in the home, we will continue to utilise the installed equipment until it impacts our performance guarantees. At which point we will replace the battery.
By logging into MySolarZero you will be able to review what is stored in the battery. Simply click on the monitoring tab, and you will be able to see how much energy is stored in the battery. Alternatively download the SolarZero App from the App store.
Please ensure the battery remains well-ventilated and free from dust build up. Other than that, our team will take care of the battery, making sure it is always optimised for your home.
Yes. The battery we install complies with strict regulations and has several safety mechanisms to prevent accidental damage. It also operates at extra safe low voltage. Please ensure you keep it free of dust and well ventilated, you should avoid stacking items on or directly surrounding it (that could cause the system to overheat).
Moving Home Questions
SZ Servicing Limited has a dedicated team who support customers who are moving house. They can be reached by calling 0800 609 647 or by emailing transfers@solarzero.co.nz
Our team will provide all the necessary support to transfer the agreement to the new owner.
Let us know as soon as you are considering moving home you can do this by contacting our transfer team transfers@solarzero.co.nz
You are essentially taking over a solar subscription at a rate that was locked in when the existing homeowner signed up, supported by industry leading guarantees, to help you save on your annual power bills.
Our team will tell you how many years are left on the SolarZero energy services contract – it will be the years left on the contract from when the homeowner signed up.
Grid Electricity Questions
SolarZero’s Time of Use (ToU) pricing is a simple pricing model that charges you different rates for any energy that is imported or exported depending on the time of day (whether it is a peak, shoulder or off-peak pricing period).
Your battery is optimised around the clock to make the most of the best energy rates, so you can continue to enjoy powering your home with lower energy costs.
Peak times for power are between 7-9am and 5-9pm Monday to Friday.
Off-peak periods are between midnight to 7am every day of the week.
Shoulder times are between 9am-5pm and 9pm-midnight Monday to Friday, and 7am-midnight on the weekends.
You don’t need to worry about all of these different periods too much, as our team of energy experts are optimising your battery behind-the-scenes to ensure you’re making the most out of these rates at the best times.
The expected average import rate is 12.2c/kWh and Export is 14.7c/kWh across the year, so compares well with other retailer rates. This compares to the average of 16.7c/kWh for other NZ retailers.
SolarZero’s rates remain competitive. We collaborate closely with Ecotricity to assess the current market landscape and make informed decisions regarding pricing.
Try to schedule as much usage during off-peak times as possible. Some common household equipment that you can schedule to run during off peak are:
- Hot water heating (make sure you allow SolarZero to run this for you to maximise efficiency)
- EV chargers
- Washing machines and dryers
- Dishwashers
Moving from Pulse to Ecotricity
On 1 April 2025, SZ Servicing discontinued the partnership arrangement it had with Pulse Energy. This meant that from 1 April onwards, SZ Servicing no longer offered price protected grid energy rates through Pulse Energy.
Pulse Energy stopped billing customers the SolarZero monthly energy services fee and this is now billed by SolarZero Energy Services directly. Please note the change in bank details as per the new invoice you are receiving.
From 1 April 2025, you will be billed your SolarZero monthly energy services fee by SolarZero Energy Services. This is the fixed monthly fee that you will pay for the duration of your contract for the solar system on your roof.
You will be billed for the energy you import from the grid by your energy retailer. This may be Ecotricity, Pulse, or someone else. This amount will vary each month, depending on your usage.
Additionally, you may receive a third bill if you are a gas or LPG customer. This may be from Pulse or another gas retailer.
If you have broadband with 2degrees through SolarZero, this will be included on your bill from SolarZero Energy Services.
To pay your SolarZero energy services fee, please contact customercare@solarzero.co.nz
You will need to contact your grid energy provider (and your gas provider) directly for their bank account details.
If you have an autopayment that you have previously set up via internet banking, you will need to update the bank details for this as that account is no longer correct and the bank details to pay into have changed.
If you think you have paid your outstanding invoices, it may have been paid into the wrong account. To request a refund, please email a copy of your bank document and your Account Number to customer.care@pulseenergy.co.nz.
Due to security purposes, Pulse are required to sight a bank document that includes your bank account name and number, and your address such as a bank statement or bank slip. Please note, a screenshot of your online banking is insufficient as it does not show an address.
Once Pulse receives your bank details, it will take 3-10 working days for the credit to be paid in your bank account. If you have an automatic payment set up, please ensure you cancel this so no further payments are taken from your account.
The SolarZero monthly energy services fee is billed in advance, meaning you are invoiced on the 1st May for the time period between 1-31 May.
Your grid energy bill from your grid retail partner is billed in arrears, meaning you are invoiced in early May for the time period between 1-30 April.
If you have completed a direct debit authority with SolarZero Energy Services Limited, then we will process your monthly fee via direct debit. This would have been completed with us when you first signed up. If you have not previously set up a direct debit authority with us, you can do so now.
To update your direct debit details for the SolarZero monthly fee, visit the mySolarZero app or desktop version, click your Profile (top right).
More information on how to do this is found here.