Support & Resource

If your installer cannot resolve the issue, contact Borochi through Client Service in the Borochi App or email service@borochi.de. Your installer can also contact us on your behalf and assist with troubleshooting.

To help us identify the cause, please provide:

• Device model and serial number (SN): a photo of the nameplate is sufficient.

• Description of the issue: what happened, when it started and whether it affects power supply, heating or EV charging.

• Fault codes and supporting images: app alerts, codes shown on the device, or photos and videos of the installation.

• Checks already carried out: what your installer has checked and any recent changes to the network, settings or equipment.

• Contact and system details: your name, contact details and the email address registered in the app or the name of your home or site in the app.

You can submit a request even if some information is missing. Borochi technical support will ask for any additional details needed.

If your Borochi inverter, battery, heat pump or wallbox displays a fault code or warning, record the full code, message and time of occurrence. Take a photo or save an app screenshot, then contact your installer.

The Borochi Plus App gives installers explanations of faults and recommended corrective actions. Your installer can use these alongside operating data and the installation conditions to identify the cause and take appropriate action. Please also explain whether the device is still operating normally and whether the issue is intermittent or continuous.

If your installer cannot resolve the issue, they can contact Borochi technical support for further assistance. You can also use Client Service in the Borochi App or email service@borochi.de.

Do not dismantle the device or change installer-level settings yourself. This could affect safety and make further diagnosis more difficult.

When a device is online and connected to Borochi Cloud, technical support can use the available operating data and fault history to help your installer investigate. Whether an issue can be resolved remotely depends on its nature, the connection status and the information available.

Issues that can usually be investigated remotely include:

• App and communication issues, such as offline devices, missing readings or delayed updates. If a device is completely offline, you or your installer will need to help check the local network.

• Settings and operating behaviour, such as charging, discharging, heating or EV charging that does not perform as expected. Support can help determine whether settings, operating modes or conditions are responsible.

• Fault alerts, using codes, operating data and feedback from the site to narrow down the cause and guide further checks.

Wiring, hardware and issues requiring physical measurements usually need an on-site visit. Examples include checking electrical connections, repairing or replacing components, and checking a heat pump’s water circuit, flow rate, pressure or leaks. An on-site inspection may also be needed if remote checks do not establish the cause or the fault keeps recurring.

Normally, your installer and Borochi technical support start with remote checks. The findings help determine which on-site checks and spare parts are needed, reducing unnecessary visits.