FAQ’s

Our homeowner support team (HOST) and billing support employees are working diligently to provide support for ongoing needs like home sales, billing questions, and equipment maintenance. We receive a high volume of calls each day, so please be patient as we provide support to our network. For questions about your account, you can call or email:

• Phone: 888.636.0336
• Email: support@sprucepower.com
• Hours of operation:
  • Monday-Thursday 9 AM-8 PM Central Time
  • Friday 9 AM-6 PM Central Time

Spruce customers have access to account management capabilities through our online portal. Here you can:

• View self-help and troubleshooting information
• Contact our Homeowner Support Team
• Access your account information
• If you do not have a log in for the service portal, try creating an account through our billing portal or contacting HOST
• Access billing and payment options

You can pay with automatic electronic payments (ACH), check by mail, phone payment, or a one-time online payment using Master Card, Visa, Discover, or American Express. Automatic electronic payments are the recommended method as it will save you time and the hassle of sending in a check each month. In addition, you may be eligible for automatic payment–related discounts, depending on your agreement.

ACH PAYMENTS

If you are set up for automatic electronic payments (ACH), your payments will be automatically withdrawn from your account each month. Customers who previously paid their solar bills through online bill-pay may need to update the payment recipient with your financial institution to avoid delay in payment application to your solar account.

PAY BY CHECK

If you choose to pay by mail, please refer to your monthly solar invoice for the mailing address and correct payee.

PHONE PAYMENTS

You can contact the billing department at 888-636-0336 to pay your bill by phone. Please note, all payments processed via phone will be handled by Spruce Power representatives.

ONLINE PAYMENTS

By logging onto our online billing portal, you can view your monthly solar bills and learn about the different billing options. If you have not set up automatic payments from your bank account already, you can set up a one-time payment or recurring payments within the billing portal.

Customers who have a solar lease agreement will pay a set amount each month as outlined in your Agreement. The set amount is for all the energy that the solar system produces each month. The monthly payment amount may increase annually by a set percentage as outlined in your Agreement.

Customers who have a Power Purchase Agreement (PPA) purchase the solar energy that the solar system produces each month. Your solar power is priced at the set dollar per kilowatt hour (kWh) rate outlined in your Solar Agreement. Therefore, your monthly solar payment is the monthly kWh production multiplied by the current price per kWh, plus any applicable taxes and fees. The price per kWh may increase annually by a set percentage as outlined in your Solar Agreement, so please review the specifics for pricing and possible increases.

Please note: The monthly payments you receive will fluctuate throughout the year because the system will not produce the exact same amount of energy every month. The seasons, number of daylight hours, and the weather can all affect power production. If you would like to monitor the production for the system, please go to the Monitoring page in the Service portal.

We are here to support you if you decide to sell your home during the term of your Solar Agreement. It is important that both you and the buyer understand the home sale options that are outlined in your Solar Agreement. Please review this information for the most accurate and complete description of your home sale options.

It is critical that you notify us ahead of any potential home sale so that we can review the options, requirements, and process with you. We recommend that you contact us at least 30 days before the expected close so we can help you understand your options and take the appropriate next steps.

There is no lien on your home. Your Solar Provider may have filed a Uniform Commercial Code Financing Statement, aka a UCC-1 Fixture Filing, on the solar system which appears on the title of your home. This filing is not a lien on your home! Rather, it is a public record that shows that the solar PV system installed on your home belongs to the Solar Provider.

Some financing providers may ask to see additional documentation about the UCC filing. Please note there is a service charge for the re-filing service. Contact our Homeowner Support Team at support@sprucepower.com or call 888.636.0336 and we’ll walk you the process and answer any other questions you may have about the UCC filing.

If you believe that any part of your home’s solar system is damaged, our Homeowner Support Team is here to help. Please contact them at support@sprucepower.com or by calling (888)636-0336 as soon as possible. A description of the damage, cause, and photos (if possible) of the damage will be requested.

Shading is caused by anything that blocks the solar system’s access to the sun which reduces the energy production. Trees are the most common culprit because they continue to grow after the solar system is installed. It is your responsibility to keep trees near the solar system trimmed in order to maximize the energy production. Other obstructions that were not present at the time of installation may also cause the energy production to decrease. Make sure you do not make modifications to your property that may limit the solar system’s access to the sun.

Solar panels perform best when they are clean. Dirt, dust, leaves, and bird droppings can decrease the solar system’s energy production. Fortunately, rain will typically clean normal soiling off the system and no other cleaning is required.

If the solar panels are noticeably dirty, you can spray debris off with a garden hose. You should only spray the panels while standing on the ground, and only in the morning or evening. Never spray the system with water during a hot day as this can cause the panels to crack. Do not use soap, cleaning solutions, or anything besides water on the system.

If the soiling is significant enough to cause a substantial decrease in energy production, we will determine if a professional cleaning is necessary. If so, we will work with you to schedule a convenient time to send a solar panel cleaning service to your home.

We are continuously monitoring your system to assure that everything is properly up and running. In order to do this, we need you to make sure your system’s monitoring equipment stays connected to the internet. Unless your system uses cellular metering, you should maintain a broadband internet connection. Broadband internet, such as DSL or cable, allows us to determine if your system may need maintenance or repairs.

It’s completely normal to see a lag in your production data. Our monitoring systems must collect data from the previous day before providing you with production data, so you may see a lag of 24 hours or more.

Here are a few things that you do to make sure your monitoring connection is working properly:

• If you reset or replace your router, make sure you can see your system’s production data.
• Ensure all cables and plugs related to the monitoring equipment stay plugged in at all times.
• Make sure you can see the system’s production data after an internet outage occurs.