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There are two ways to get help: Report a problem from inside ArcSolar, or email support@arcsolar.com.au.

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Report a problem from inside ArcSolar

Report a problem is at the bottom of the sidebar. It appears in a live workspace.
  1. Open Report a problem.
  2. In What went wrong?, say what you clicked or expected and what actually happened. At least 10 characters; up to 4,000.
  3. Optionally attach a screenshot — choose Attach a screenshot, or paste an image straight from your clipboard. PNG, JPEG or WebP, up to 2 MB.
  4. Choose Send report.
A Problem reported confirmation appears when it has been sent. Please leave out passwords and customer financial details.

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Email support

Contact support@arcsolar.com.au. Use this when the problem blocks the workspace, or when you cannot reach the in-app control.

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Include the useful details

  • Your organisation and the screen you were using.
  • What you expected and what happened.
  • The customer, quote, project or task reference.
  • Approximate time and timezone.
  • The visible error message.
  • Whether it affects one person or the whole team.
  • A screenshot with unnecessary private information removed.
Never email passwords, bearer tokens, Client Secrets, complete bank details or private customer links. Support can arrange an appropriate way to inspect sensitive evidence if needed.

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Before reporting

For a missing menu, check your role and feature availability. For a provider issue, check the connection and last successful update. For payments, note whether the state is processing, failed or paid. For calls, check microphone permission, phone readiness and the allocated number.

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SOPs and keeping these guides current

Use the application’s SOPs area where enabled and this documentation for operating guidance. If a label or flow has changed, send the page link and the current screen details to support.