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Common questions.
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SunStrong Management is an operations and asset management company that sits between asset owners – the capital partners committed to investing in sustainable energy – and the real world, where infrastructure systems need servicing and customers need support.
SunStrong provides comprehensive services such as operations & maintenance, billing & collections, and investor engagement, ensuring a stable, customer-first approach for every household they serve.
If your account has transitioned to SunStrong, this means that your originator – the company that sold and/or installed your solar – no longer manages your system or account.
You will receive communications outlining next steps for maintaining your solar service, billing, and account access.
SunStrong aims to provide:
- Reliable service for your solar and storage systems
- Transparent, timely communication about your account
- Minimal disruption to your existing billing and performance tracking
Your payment arrangements remain the same. Please continue to make payments as usual unless you receive updated instructions directly from SunStrong.
To confirm who took over your account management after your prior company, you can look for communications from SunStrong (an email may have been sent to the email on file for the primary account holder at the time of transition). If you don’t have this, look at a bill from after your transfer date for the brand of the new company. If you are still unsure, you can reach out to our Customer Care team to verify if you are in the right place.
No, you should continue your payments as usual. There will be no changes to your existing financing agreement terms, aside from any previously expected escalators noted in your contract and/or changes to sales tax.
Your billing portal depends on which company originally sold and/or installed your solar system. Visit the Your Account page to learn how to find the right billing portal for you.
Your billing portal depends on which company originally sold and/or installed your solar system. Visit the Your Account page to learn how to find the right billing portal for you.
Having solar doesn’t replace your utility bill, and customers should expect to still receive two types of bills:
- Solar Bill: This covers your lease, loan/financing agreement, or power purchase agreement (PPA) payment to SunStrong. This is for your solar system.
- Utility Bill: You will still receive a bill from your utility company.
With a solar system, your home solar system is still connected to your utility. At night and during times of low solar production, you may need to pull electricity from your utility in order to meet your home energy needs. However, with a home solar system, you can reduce your utility bill.
Your utility bill may include a few important line items:
- Service Charges and Fees: This is a flat rate charged to all utility customers regardless of usage.
- Taxes: Taxes may be a separate line item or may be included in your utility rate.
- Energy Use: The amount of electricity you used from your utility.
- Net Metering: If your utility offers net metering, you may see your net metering credits on your monthly bill or as a total sum at the end of the year.
Note: For customers with add-on battery storage, you may receive a third bill for this solar energy storage service.
You installed solar panels to lower your electricity bill—so it’s understandable to question when your utility bill is higher than expected. In most cases, the explanation comes down to a few interacting factors: home energy consumption, solar production, and utility rates.
Your system was designed around past usage
Your home solar system was likely sized based on your historical electricity usage, along with factors like roof space and budget. If your current usage is higher than what the system was designed to offset, you’ll draw more electricity from the grid and your bill will increase.
Consumption often rises in warmer months or at night (sometimes without noticing)
A high utility bill is often a sign you’re using more electricity than the amount used to design your solar system. Common drivers include:
- Air conditioning changes: Turning the AC down even a degree or two can materially increase usage; you can also check when you last had your AC unit serviced.
- Seasonal activities: Heating a pool; entertaining more guests.
- More people at home: Summer guests, or children home during summer months, can increase overall consumption.
- New or malfunctioning appliances: New appliances may use more energy than before; an appliance that isn’t working correctly can also consume more energy.
Keep in mind: once the sun goes down, your panels stop producing power. Unless you have a solar battery to store excess energy for later, you’ll need to draw electricity from the grid at night.
Solar production can drop due to weather or obstructions
Even if your usage hasn’t changed, the amount of energy your home solar system offsets can vary based on:
- Weather: Multiple cloudy or rainy days in a row; hazy summer days due to wildfire smoke and debris in the air.
- Obstructions and buildup: Shade from trees or shrubs; dust or pollen; debris/dirt on the panels.
Utility rates may be higher in summer and at peak times
Your bill can also increase if your utility rate changes seasonally or if you’re on time-of-use (TOU) pricing. Utility prices are often highest in the summer and during peak-demand hours (often in the evenings). Be sure you understand how your utility is billing you, and try to avoid consumption during peak times when possible.
Bottom line: The best way to think about your solar savings is as a balance of production, consumption, and utility rates. Solar is a great tool to limit exposure to rising utility costs, and you’ll get the most benefit by continuing smart energy-saving habits and keeping panels clean and in direct sunlight.
Sales tax is determined by state and local governments and is subject to change based on adjustments to and new interpretations of laws, regulations, and tax rates. SunStrong is required to charge all applicable taxes and does not have the ability to adjust or override taxes set by state or local authorities. SunStrong simply collects required taxes, and all taxes are paid to the relevant authority on behalf of the customer.
There are some instances where former owner/servicers of our customers did not charge the required sales tax. In order to remain compliant with tax law requirements in different states, SunStrong is collecting government-mandated sales tax going forward, which is then passed on to the relevant authorities.
Your home is still connected to your utility, even if you have a solar system. During times when your home solar system cannot meet the energy needs of your home (at night, during times of lower production, etc.), you will need to pull electricity from your utility.
Why isn’t your solar system enough? Your home solar system was likely sized based on your historical electricity usage, along with factors like roof space and budget. If your current usage is higher than what the system was designed to offset, you’ll draw more electricity from the grid and your bill will likely increase.
Net metering measures the electricity you receive from your utility, as well as any excess energy your home solar system sends to your utility. Your utility will supply your net meter to keep track of what you consume from and export to the grid. Some customers may receive credit for exported energy to help offset the cost of the utility electricity you consume.
Net metering is not available in all markets. We recommend you check with your local utility before going solar.
Understanding your energy meters and bills:
Please note that you will have two energy meters and therefore two monthly statements. SunStrong will provide you with a solar meter to measure your solar production, and your utility will provide you with a net meter. Net metering may appear on your utility bill in its acronym form, NEM (Net Energy Metering).
Your electricity needs will vary based on your usage, the energy efficiency of your home and other factors. Your solar system’s production will vary based on weather and other factors. SunStrong makes no guarantees regarding credit for net energy exported to the electric grid, and any credit provided (now or in the future) is subject to change or termination by executive, legislative or regulatory action.
The SunStrong Connect App, formerly mySunPower, is designed for users to monitor solar production and home energy consumption.
The SunStrong Connect app is currently only accessible by former SunPower customers. It replaced the mySunPower application when SunStrong took over account management for 110,000 former SunPower customers.
No, the web portal is no longer supported. Please use the mobile app for all monitoring needs.
Basic Features (Included at no cost):
- System health alerts – Get notified about communication issues or device problems
- Live system monitoring – See your current solar production in real-time
- SunVault management – Control your battery settings, view status and performance
- WiFi management
- Firmware updates
Premium Features ($9.99/month or $99.99/year):
- Historical performance data – Track and analyze your system’s past performance
- Panel-level monitoring – View individual solar panel performance (available for systems with micro-converters only)
- Production and consumption analytics – Understand your energy usage patterns (requires a consumption meter for usage data)
- Monthly performance reports – Receive detailed summaries of your system’s operation
Note: Lease customers receive premium features as part of their lease service at no cost.
Customers will be prompted to subscribe through the SunStrong Connect app when that option becomes available. There is no option to subscribe for paid services in advance. Please do not send money or checks.
You have three options to connect your system:
- WiFi connection
- Ethernet connection
- Power-line communication
Monitoring your solar system requires significant infrastructure and ongoing support. Your investment in clean energy deserves reliable, long-term support, and we remain committed to providing this service.
Therefore, free cellular connectivity is no longer available for systems that use cellular communication for solar monitoring. In addition to the high infrastructure cost for cellular, if a system relies exclusively on cellular communication and does not have an active Cellular Service subscription, there is a risk of permanent hardware damage which may impact energy production.
To help prevent this, we recommended either connecting your system through WiFi or Ethernet, then maintaining an active Cellular Service subscription. If your system is already connected via WiFi, subscribing to cellular service is optional and can be used as a backup connection to help maintain uninterrupted data transmission in the event of WiFi signal loss or instability.
Customers should have received notifications of this change to the main account holder’s email address prior to the cellular deactivation in 2025 that outlined the necessary steps to prevent service interruption.
We also introduced a new service model that ensures we can continue supporting your solar investment while covering our essential infrastructure costs. This approach maintains core features at no cost, while offering advanced capabilities for customers seeking deeper insights into their clean energy investment.
Follow these simple steps to update your connection:
- Download or update the SunStrong Connect app:
- iPhone users: Search “SunStrong Connect” in the Apple App Store
- Android users: Search “SunStrong Connect” in the Google Play Store
- Open the SunStrong Connect app
- Tap the Profile icon at the bottom of the screen
- Select “WiFi Settings”
- Follow the on-screen connection workflow to complete setup
WiFi connections only supported over 2.4GHz. If your system is unable to connect to WiFi, please use an ethernet cable. Power-line adapters and WiFi extenders are potential solutions to help get connected when your system cannot connect to your router.
First check your system connection type by tapping the Profile icon at the bottom of the screen:
No action needed if you see:
- WiFi
- Ethernet
- Power-Line Communication
Action is required if you see:
- Cellular
- Communication Down
- Unknown
To reset your password:
- Click “Forgot Password” on the mobile app login screen
- Enter the email address associated with your account to receive a reset link
- After resetting your password, be sure to log in through the mobile app
For login issues, ensure you have the latest app version installed. Recent updates have resolved previous login issues. If you experience difficulties, try logging out and back in.
- Confirm your mobile app is the latest version by going to the app store, searching for “SunStrong Connect” – if it’s an option, click the “update” button.
- If you forgot your password, reset your password by clicking the “Forgot Password” option on the mobile app login screen and following the steps.
- If you do not receive an email to reset your password, you may have signed up with a different email address. Please try another email to reset your password.
- If you have never used the app, no longer have access to the email associated with your account or run into other issues, please contact us and include your name, service address, your device serial number, and the email(s) you think may have been previously associated with your account. The serial number can usually be found inside the gray cover and/or at the bottom of the device.
The device might be too far from your router – try moving your router closer to the device. Note that public wifi and hotspots are not supported.
Try using the following connection methods if your WiFi will not reliably reach or connect to your device:
- Direct ethernet connection: Use an ethernet cable to connect your device directly to your Internet router.
- Power-line adapter: Use a power-line adapter and ethernet cables to connect your device to the router by using your home’s electrical wires. Note that for power-line adapters to work they must be connected to the same circuit and not all homes are compatible with this technology.
If troubleshooting options don’t fix your issue, app users needing help can submit a support request.
Subscription Cancellation
You may cancel your premium monitoring subscription at any time by:
- Using the subscription page and cancel button on the SunStrong Connect app
- Submitting a support request
Your cancellation will take effect at the end of your current billing period. You will continue to have access to premium features until that date.
Refunds
Monthly Subscriptions:
- No refunds are provided for monthly subscriptions except in cases of software-specific issues
- Cancellations take effect at the end of the current monthly billing cycle
Annual Subscriptions:
- Refunds for annual subscriptions may be provided on a prorated basis if you cancel within the first 30 days of your subscription period
- After 30 days, no refunds will be issued except in cases of software-specific issues
- If eligible for refund, you will retain access to premium features until the end of your annual subscription period
Software Issues:
- Refunds may be issued at our discretion when service disruptions are caused by software-specific problems on our end
- Such refunds will be evaluated on a case-by-case basis
What Happens After Cancellation
When your premium subscription ends, you will:
- Keep access to basic features including WiFi management, firmware updates, and real-time system monitoring
- Lose access to premium features including historical data, analytics, panel-level monitoring, and monthly reports
Important Notes:
- Lease customers continue to receive full monitoring access at no additional cost and are not subject to this policy
- Refunds will be processed using the original payment method within 5-7 business days
You’ve already invested in a solar and battery solution for your home. SunStrong’s Virtual Power Plant (VPP) puts that battery to work for your community — and rewards you for it.
A VPP connects individual home energy systems so they can act as one large energy resource. When the grid is under stress — like on a hot summer afternoon when energy demand spikes — SunStrong can draw small amounts of stored energy from your battery to help stabilize the grid and prevent outages. Once the event is over, your battery recharges as normal, and you receive rewards for your contribution.
SunStrong manages everything on your behalf. In most cases, you don’t need to change your behavior or take any action.
The result: your battery does more than back up your home. It becomes part of a smarter, cleaner grid that benefits your whole community, and you get rewarded!
SunStrong currently offers VPP participation in three regions. You can review the full terms of your program by accessing the applicable Master Services Agreement (MSA) below:
- Puerto Rico — Customer Battery Energy Sharing (CBES) | Master Services Agreement
- Northeast (MA, CT, RI) — ConnectedSolutions | Master Services Agreement
- California
- Demand Side Grid Support (DSGS) | Master Services Agreement
- SCE
Rewards are typically issued as bill credits or loan reductions after SunStrong validates your participation and receives payment from our program partners. For full details on reward rates and delivery, please refer to your program’s Master Services Agreement.
For any questions about the VPP program, enrollment, or to request unenrollment, please send us a message here: SunStrong VPP Support.