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I have a service visit upcoming - do you need to do anything?

Learn what to do before a tepeo service visit so our engineer can work safely and efficiently, including how to prepare your ZEB and your home.

Use this article to:

  • Know what state of charge (SoC) your ZEB should be in
  • Make sure the engineer has safe and easy access to your ZEB

What do I need to do before my service visit?

Before your service visit, you need to run your ZEB down to below 25% state of charge, clear the area around the unit, and follow any additional instructions from our Support Team. These three steps help our engineer work safely and efficiently.

1. Run your ZEB down to a low state of charge

Aim to have your ZEB at a low state of charge (ideally below 25%) before the engineer arrives.

  • A lower charge reduces the time needed to complete diagnostics or repairs, and is a safety requirement for certain procedures.
  • Your ZEB can continue to operate normally up to the visit – we don’t need you to turn it off in advance.

2. Clear the area around your ZEB

Make sure the front of the ZEB and the surrounding area are clear:

  • Move any furniture, belongings, or other obstacles away from the unit.
  • Ensure the engineer has unobstructed access to the front panel, controls, and any service panels.

This helps the engineer work quickly and safely.

3. Follow any additional instructions from our Support Team

For some visits, we may ask you to take extra steps – for example:

  • Checking specific components or settings as directed by the Support Team
  • Taking a photo of an error message or code
  • Providing any recent details about the issue you’re experiencing

If anything else is needed for your specific visit, our Support Team will contact you in advance with clear instructions. If you have any questions before your visit, you can also reach out to the Support Team directly.