FAQ’s

Please see below a number of frequently asked questions, if there is something that we have not covered then please do not hesitate to give us a call.

I want to buy an off grid system but not sure what I need?

Please call our Victron Energy technically trained Sales team to discuss your requirements.  Please call us on +44 (0) 1452 699300.

Can I get same day delivery?

Unfortunately, we are unable to offer a same day delivery service but use DPD and Royal Mail as our preferred delivery suppliers.  Most items are generally sent out on a next day delivery service.  If you buy from our website then we can delivery 7 days a week.

What is meant by next day delivery?

Our preferred delivery suppliers are DPD and Royal Mail.  The term ‘Next Day Delivery’ in the logistics world means Monday-Friday, however, if you purchase items from our website and spend over £40 then we will deliver 

What if I need to change my shipping address?

If you wish to change your shipping address you need to contact us as soon as possible to avoid additional costs. You can contact us on +44 (0) 1452 699300 or email us at info@energymonkey.co.uk. If the product has already been shipped then it may be possible to change the address if the item is in transit.  If it has been delivered then we are unable to action a change of address request.

Where is my invoice?

When you purchase from our online shop you will be sent a receipt from our online payments system.  If you require an invoice please get in touch with us and we will send to you via email.

What do I do if I want to cancel my order?

If you wish to cancel you order you must contact us as soon as possible to avoid additional costs. You can contact us on +44 (0) 1452 699300 or email us at info@energymonkey.co.uk. If the product has already been shipped you must return the item at your own cost. We will refund you less any shipping costs paid. If the item has not been dispatched we will refund the total amount of the order.

Where is my Victron Energy Warranty documents?

There are no documents required for the Victron Warranty.  If you experiencing a manufacturing issue with your Victron Warranty then you can contact any Victron distributor int he world who should be able to assist you.  

What do I do if I cannot see my device on the VictronConnect App?

First step: restart the phone

The #1 first step before attempting any of the specific troubleshooting advice below is to restart your phone. Make sure to really restart it, just locking and then unlocking is not sufficient. Please check Google to learn how to restart your specific phone, or tablet.

I cannot find my product listed

  • Make sure that you have a “Smart” Victron product. It needs to have a Bluetooth symbol.

  • Make sure your product is in range.

  • Only one phone can be connected to a product at the same time. Make sure that no other phone is already connected.

  • Make sure you are attempting to connect from within VictronConnect – not from the system menu of your phone. If you have connected from the system menu: close VictronConnect, remove the pairing information from your phone, and then open and connect to your product from within VictronConnect.

  • If a firmware update failed, the product Custom Name might have reverted to its original name and serial number, check if that is the case. Once the update is completed, the Custom Name will be back. See more tips about troubleshooting firmware updates on section 11.3 of the Victron Energy website.

I can see but cannot connect to my product

  • Make sure you are trying to connect to the right product. See section 4.3 to learn how you can give your product a Custom Name.

  • Make sure your product is in range. It can be that you are close enough to see the product but not close enough to connect to it.

  • Make sure that Bluetooth is still enabled on your phone. If Bluetooth was disabled after scanning, you may be able to see your product listed but you won’t be able to connect to it.

  • Bluetooth bonding information may be outdated. This happens when the PIN code has been changed in the product, or if your Victron product has been connected to too many phones. The product will only remember the last 10 phones connected to it. To solve this, remove the pairing completely from your phone system menu. Then open VictronConnect and re-pair the product and your phone. Watch these instructional videos to learn how to remove the pairing on Android or iOS.

  • If you are using an Android phone, check section 11.2 below for issues particular to Android as well.

Connection fails around 20%

  1. Make sure you are up to date with the latest version of VictronConnect.

  2. Remove the product from the paired devices list in the phone’s Bluetooth settings. This section explains how.

  3. Then Reset the PIN code.

  4. Force close the VictronConnect App. Instructions: how to for iPhone and iPadhow to for Android. If you are unsure how to do this, then uninstalling and re-installing the app works as well)

  5. Reconnecting in VictronConnect using the default PIN 000000.

  6. Then change the PIN code.

Restart the Victron product

In case any of the above steps didn’t solve the issue. And in case of an Android device the steps in the next chapter also didn’t help, then power cycle the Victron product. For example, with a Solar Charger, you must isolate the MPPT from both the battery and solar voltage so that no lights appear, before reconnecting it again.

How do I update the firmware on my Victron Inverter/Charger?

You will need a Victron Interface MK3-USB  and will need to download the free Victron Software onto a Windows PC or Laptop.  We recommend downloading the software via a Google Chrome browser.

You need to download the following;

  • A windows version of VictronConnect
  • The MK3-USB drivers
  • VE Configuration Tools
Connecting via Bluetooth to Victron device

There are three ways to connect to a Victron product:

  • Products with built-in Bluetooth
  • VE.Direct Bluetooth Smart Dongle
  • VE.Direct to USB interface

Bluetooth Smart – Pairing and Connecting

To connect to your Victron product, over Bluetooth, always connect from within VictronConnect. Do not connect from the phone’s system menu because VictronConnect will not find your Victron product.

Here is how to connect:

  1. Enable the Bluetooth on your phone.

  2. Open VictronConnect, and scan:

    1. On a phone or tablet, pull down the screen, or tap the refresh button to initiate a scan.

    2. On a computer or laptop: click the “Scan or Refresh” button on the left.

  3. The first time you attempt to connect the phone will ask to pair with the Victron product. Enter the PIN code. The default PIN code is 000000

  4. The connection is complete.

Bluetooth Smart – Changing the PIN code

To prevent unauthorised connections to your Victron product we recommend you change the PIN code. Avoid using obvious PIN codes such as 111111 or 123456.

To change the PIN code, first, complete your connection. Then go to the Product info page. To access that page, click the button on the upper right. For some products, it will be the settings icon: wrench.png. After opening that menu press vc4_ic_more.png , and click Product info.

For other products you’ll find the vc4_ic_info.png button on the upper right, which takes you straight to the Product info page.

On this page, select the change PIN code button.

Note that after changing the PIN code, all other phones connected to the Victron product need to have their pairing information refreshed; and first, the old pairing information needs to be removed. See section 3.4 to learn how to remove the pairing information.

Bluetooth Smart – Resetting the PIN code

If the PIN code is lost, it can be reset to 000000. The way you reset depends on which product you are using:

VE.Direct Bluetooth Smart dongle

Reset the PIN code by pressing and holding the ‘Clear PIN’ button. After holding the button for 5 seconds, both LEDs will blink twice. This indicates that the PIN code has been reset.

Blue Smart Chargers IP65

Reset the PIN code by pressing and holding the ‘Mode’ button on the charger. After holding the button for 10 seconds, all blue LEDs will blink twice. This indicates that the PIN code has been reset.

Blue Smart Chargers IP22

On the device list: tap or click the three-dots menu on the right side of the product description. A menu will pop up offering a ‘Reset PIN code’ option. Click that, and enter the PUK code. The PUK code can be found on the product label, on the back of the product.

It can also be done on the charger itself:

Reset the PIN code by pressing and holding the ‘Mode’ button on the charger. After holding the button for 10 seconds, all blue LEDs will blink twice. This indicates that the PIN code has been reset.

Blue Smart Chargers IP67

On the device list: tap or click the three-dots menu on the right side of the product description. A menu will pop up offering a ‘Reset PIN code’ option. Click that, and enter the PUK code. The PUK code can be found on the product label, on the back of the product.

Smart Solar Charger

On the device list: tap or click the three-dots menu on the right side of the product description. A menu will pop up offering a ‘Reset PIN code’ option. Click that, and enter the PUK code. The PUK code can be found on the product label, on the back of the product.

BMV-712 Smart

On the device list: tap or click the three-dots menu on the right side of the product description. A menu will pop up offering a ‘Reset PIN code’ option. Click that, and enter the PUK code. The PUK code can be found on the product label, on the back of the product.

Smart LiFePO4 Batteries

On the device list: tap or click the three-dots menu on the right side of the product description. A menu will pop up offering a ‘Reset PIN code’ option. Click that, and enter the PUK code. The PUK code can be found on the product label, on the back of the product.

SmartShunts

On the device list: tap or click the three-dots menu on the right side of the product description. A menu will pop up offering a ‘Reset PIN code’ option. Click that, and enter the PUK code. The PUK code can be found on the product label, on the back of the product.

 

Still have a question?

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