Frequently Asked Questions

Frequently Asked Questions 

1. Is Sunsynk Connect Pro available on both iOS & Android?

Yes, Sunsynk Connect Pro is available to download from both the Apple App Store and the Google Play Store. 

 2. Does Sunsynk Connect Pro work with all Sunsynk inverters?

Currently, Sunsynk Connect Pro is compatible with all single-phase, Sunsynk Standard and Ecco hybrid inverters, up to 16kW and the Acure single-phase. Support for our other inverter ranges is in development and testing and will be included in the next release.

3. Can I use my existing Data Logger or dongle?

Yes, Sunsynk Connect Pro is fully compatible with the existing hardware that works with the original Sunsynk Connect platform.

4. Is there a web version available?

A web-based version of Sunsynk Connect Pro is currently in development.

5. What is the data update interval?

The system currently updates data every 60 seconds.

6. Is the subscription worth it?

Absolutely. Based on feedback from our beta testers, the £10 per month AI subscription on average delivers a cash gains return of between 2x and 8x, depending on the relative sizes of PV, inverter and battery storage, usage patterns and weather conditions.

7. How much does the AI subscription cost?

The subscription for advanced AI features is £10 per month in the UK or R250 per month for users in South Africa.

8. Do I have to subscribe to use Sunsynk Connect Pro?

No, all customers can access the basic capabilities of Sunsynk Connect Pro for free. However, the advanced capabilities, including AI-driven automation and optimisation, are available only to subscribers.

9. How do I subscribe?

Follow the straightforward in-app process, which works with the standard Apple App Store and Google Play Store process for monthly payments. You can find more information about this by downloading the Sunsynk Connect Pro manual and visiting the Subscription section. This can be accessed via https://www.sunsynkconnectpro.info/support

10. Can I cancel my subscription at any time?

Yes, subscriptions are flexible and can be cancelled at any time without penalty using the in-app process. Cancellations take effect at the end of the monthly billing cycle.

11. Will my historical data be preserved when switching from Sunsynk Connect to Sunsynk Connect Pro?

Yes, your historical data will remain accessible when you move to Sunsynk Connect Pro, provided you're using the same account and compatible hardware.

12. Does Sunsynk Connect Pro work offline?

User must provide an internet connection for Sunsynk Connect Pro to function correctly, especially for AI features and real-time updates. The AI daily charge plan delivery mechanism includes automated resilience features to deal with temporary connectivity outages. Offline access is limited.

13. Is technical support available if I need help?

Yes, Sunsynk offers customer support via our helpdesk, and we will also be expanding our in-app support options in future updates. Visit https://www.sunsynkconnectpro.info/support

14. Does the AI work without a battery?

No. One of the core benefits delivered by the AI is planned use of battery storage capacity as a ‘reservoir’ so that you get the most out of available solar, navigating around ‘intermittency’ and delivering maximised self-consumption with minimal use of grid energy.

15. Can I access my inverter settings on Sunsynk Connect Pro?

Sunsynk Connect Pro allows you to change your essential inverter settings. You can access everything that you will need to commission your system such as Battery Settings, System mode, and Grid Type selection. We are currently testing all other settings/parameter options and will release them in phase 2.

16. Why hasn’t my plant been migrated?

If your plant has not been migrated, it could be because you added your system to Sunsynk Connect after the migration was run. It could also be that you do not have a compatible inverter for Sunsynk Connect Pro.

17. How do I sign into my Sunsynk Connect Pro account?

To sign in to your existing account, open the Sunsynk Connect Pro app. On the sign-in screen, enter your registered email address and password. Tap Sign In to access your account and view your Plant List.

18. I have received a migration email, what should I do now?

If you have an email from us advising that your plant has been migrated, follow the instructions on the email to reset your password and login.

19. The AI Setup Wizard isn’t letting me continue to setup a subscription?

If the AI Setup Wizard give you an error or doesn’t let you continue to set up a subscription, this can be caused due to you having no internet connected to your inverter, not having a battery or grid connection.

20. My plant has been migrated, does that mean I can no longer use the original Sunsynk Connect app?

No. You can continue to use Sunsynk Connect in tandem with Sunsynk Connect Pro, both systems will update with your new data.

21. If I change my inverter settings while I have a Pro Plan subscription active, will the AI still work?

The AI delivers a charge plant to your inverter giving you the best possible optimisation for your system. Adjusting your settings will not only change the AI’s configuration but it will also impact the accuracy of its future predictions. Furthermore, this can also force the system to go through it's Learning Phase again to regain its accuracy.

22. When can AI start making a difference after subscription?

The AI will start to make changes from day 1 however it takes take around 9 days for the AI learn your routines and deliver up to 95% accuracy. During this time, you might notice some export/import on higher/lower rates that’s part of the learning process. Once AI is trained, it will create accurate charge plans and deliver noticeable savings.