Energy Support

Frequently Asked Questions


How do I place an order?

Place an order online. Once you provide your address and monthly energy usage, we will provide a recommended system size to maximize your savings. You can select the number of Powerwalls and modify your system size if you expect future changes to your energy consumption, such as adding an electric vehicle.

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Should I place an order for solar panels or Solar Roof?

We offer two solar energy solutions. If you are not looking to upgrade your roof, our redesigned solar panels are a sleek alternative, with integrated front skirts and no visible mounting hardware. Learn more about eligible options for your roof type.

Solar Roof powers your home with photovoltaic cells integrated into strengthened glass tiles. Combining solar and non-solar steel tiles, Solar Roof seamlessly blends with the aesthetics of your home while maximizing the percentage of your roof that can generate solar power.

Solar panels and Solar Roof both integrate with Powerwall, allowing you to store and use your solar energy during the day and receive backup power during an outage.

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What is the status of my order?

After placing your order, you can check your order status in the ‘Next Steps’ section in your Tesla Account. To help prevent delays, complete any outstanding items in the ‘Your Action Items’ section. 

If your status has not changed, you will be notified via automated email or text message once an update is available.

Note: While we are making progress on your project, your order status may remain the same in your Tesla Account.

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Can I change my order after it has been placed?

After you place your order, changes to the design of your order can be requested in your Tesla Account within the ‘Order Details’ section. Your Project Advisor can assist with any changes prior to installation, including changes to your finance type. When necessary, a new Price Sheet will be uploaded to your Tesla Account for you to review.

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Can I cancel my order?

You can cancel your order and request a full refund, if eligible, in your Tesla Account. Cancellation requests following installation must be submitted to your Project Advisor in writing within 7 days of system activation. In the event of cancellation, Tesla will remove your solar panels at no cost to you and then seal and waterproof your existing roof following removal. Tesla will not repair any ordinary wear and tear on the roof or provide any replacement material for aesthetic concerns. Powerwall and pre-construction work completed in conjunction with solar panel installation cannot be returned or refunded. For additional information regarding refund eligibility, please review your Energy Products Order Agreement.

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When do I pay for my system?

Tesla offers payment options of cash or solar loan.

  • With the cash finance option, the full payment is due at the time your system passes final inspection, which typically occurs within a week after your system has been installed.
  • Solar loan terms are included in your final loan documents. Payments are typically due within 30 days after your installation has been completed.

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Will the final price change after I place my order?

Designing your Solar Roof or solar panel system online includes installation costs in the final price. If additional construction is required, Tesla will present you with an updated Price Sheet in your Tesla Account for your signature.

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Home Assessment and Design

Do I need to complete my home assessment? What happens if I don’t complete it?

Yes. Completing your Virtual Home Assessment is a necessary step in providing us with important information that will ensure the right design for your home and help us prepare for installation day. Once your home assessment is complete, we can provide the design of your solar system.

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I just moved into my home. Can I still install solar if I don’t have a utility bill yet?

Information included on your utility bill is required for completing your design and submitting to your utility for approval to turn on the system. If you have not received your first utility bill, you can notify your Project Advisor. The contact information is available in your Tesla Account.

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How does Tesla design my system?

After your home assessment has been completed and your utility bill has been submitted, we use a combination of high-resolution aerial and satellite imagery to design your solar system. Our designers will place the solar panels for highest production and arrange them for best aesthetics based on the available roof space. To help your system achieve optimum solar production, we consider several sizing and design factors. We avoid placing solar panels near obstructions, such as trees or other structures that may block exposure to the sun.

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Why do my designs show panels on the north side of my roof?

In the northern hemisphere, it’s typically best to have your panels on a southern mounting plane. We may evaluate any available north-facing roof space in order to design your solar system for maximum production and aesthetics, while still factoring in the system’s overall efficiency. To ensure each solar panel is installed to produce the most energy, we avoid placing panels near obstructions such as trees or other structures that may block the path of the sun.

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Why does my HOA need to be involved in a solar installation?

Some HOAs only maintain common areas, while others have Architectural Review Committees that require the homeowner to submit plans and exterior changes to the committee for review and approval. We recommend that all customers contact their HOAs to discuss solar energy installations.

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Why did my system size decrease?

If there is a limited amount of roof space or the system will produce more energy than allowed by your utility company, your system size may be decreased. If your design changes, we will present you with an updated Price Sheet in your Tesla Account for your signature.

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What if I would like to add more panels later?

Rather than adding additional panels to your existing solar system, we can offer a second system if you would like to add more panels in the future. This ensures each system operates at maximum efficiency and maintains the original warranty. Contact us if you would like to discuss adding a second system to your home.

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Installation and Inspection

Do I need to be home during installation?

Someone 18 years or older must be home for the first hour of the installation to allow proper access to the site.

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Can I ask the crew to change the design on the day of installation?

When the crew arrives for your installation, they will come prepared to install what has been designed and permitted for your home. Requests to change the design on the installation day can result in delays to your project and may require the installation to be rescheduled for an alternative day. Requests to change your design can be made within your Tesla Account until the permit has been received. Your Project Advisor can assist any other change requests prior to the day before installation. The contact information is available in your Tesla Account.

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How long will your crew be at my house?

Installation for solar panels is finished the same day for most systems, and you will only need to be at your home during the first hour.

When your system is ready for installation, we will schedule you for the earliest available date. If modifications are necessary, you can request a different installation date in your Tesla Account or by contacting your Project Advisor.

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What happens after the system is installed? Can I turn it on right away?

After installation has been completed, our Inspection Coordinator will contact you to schedule the final building inspection. We will then submit the results of the inspection and a final application to your utility company to receive Permission to Operate (PTO). We will notify you when it is safe to activate your system.

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Inspection and Utility Approval

How long does inspection take?

Tesla will work with your local city to arrange for an inspection after installation is completed. The inspection will be scheduled in a 2-hour window and should be completed within 30 minutes after the Inspection Coordinator arrives.

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What happens after the system is inspected?

Tesla works directly with your utility company after your system inspection to receive permission-to-operate (PTO) for your system. Paperwork requiring your signature will be uploaded to your Tesla Account. This process may take from one to six weeks, depending on your location. Once PTO has been granted from your utility company, Tesla will notify you and provide instructions for activating your system.

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Is there anything I can do to help the utility process move quicker?

Most utility companies require an application for connecting to the utility grid. Tesla will notify you once these documents are ready to be actioned in your Tesla Account. Completing your application swiftly will allow Tesla to submit your application more quickly.

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System Activation

How do I turn on the system?

Your system can be activated by following the steps in the Turning on Your System video. We will notify you when you can safely turn on your system.

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How quickly will I see production in the Tesla app after system activation?

Once your system has been successfully activated, you will be able to begin monitoring your system in real-time within an hour.

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Why can’t I see production in my Tesla Account? Do I have to download the Tesla app?

After your system has been successfully turned on, the Tesla app will provide you with everything you need to know about your system’s performance. You can control all of your Tesla products in the Tesla app.

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