How do the service processes for EcoFlow work?

What does Libra Energy need from you as a customer?

• Are you on site and need assistance? You can call our Technical Support department on +31 88 888 0320. Do you suspect a defect? The starting point is the RMA form, which you can find under ‘Orders & Returns/RMA’ in your account. Use the serial number or order number to find the product for which you want to make a warranty claim. Open the order and click the RMA button.  

• Always complete RMAs as thoroughly as possible. The more information we have about a problem, the better and faster we can help you. An incomplete or incorrect description of the problem can lead to an incorrect assessment of the situation and unnecessary costs.  

• Make sure the system is online so that our specialists and EcoFlow can check it remotely. You can also create a support ticket yourself via the EcoFlow app and web portal.  

• Based on the information you provide, Libra Energy will process your warranty claim. Please provide as much evidence as possible of the defect you have identified. This includes:  

- The serial numbers of the inverter, battery and junction box, which can be found on the specification label. These are mandatory.  

- Any error code and its corresponding description can be found via the EcoFlow app and web portal.  

- Photos of the physically measured voltages on both the AC side and PV side, including photos of the installation. - A photo of the status LEDs on the junction box and/or inverter.  

Libra Energy will contact EcoFlow and ask them to assess the case. If EcoFlow confirms that the product is defective, you will receive a new product from EcoFlow. EcoFlow may also ask you to take action on site to resolve the issue. Please note that EcoFlow decides whether a product is defective and whether it will be replaced. Libra Energy will always follow EcoFlow’s assessment. 

You can also contact EcoFlow directly. You can call them on +49 211 9629 4099Opens in a new tab or email them at solutionservice.eu@ecoflow.comOpens in a new tab . You can also visit their support page via the provided linkOpens in a new tab.

Please note that support will be provided in English or German. 

Would you like to learn more about EcoFlow? Check out the AcademyOpens in a new tab.