Frequently Asked Questions

Please call our Victron Energy technically trained Sales team to discuss your requirements. Please call us on +44 (0) 1452 699300.

Unfortunately, we are unable to offer a same day delivery service but use DPD and Royal Mail as our preferred delivery suppliers. Most items are generally sent out on a next day delivery service. If you buy from our website then we can deliver 7 days a week.

Our preferred delivery suppliers are DPD and Royal Mail. The term 'Next Day Delivery' in the logistics world means Monday-Friday, however, if you purchase items from our website and spend over £40 then we will deliver.

If you wish to change your shipping address you need to contact us as soon as possible to avoid additional costs. You can contact us on +44 (0) 1452 699300 or email us at info@energymonkey.co.uk. If the product has already been shipped then it may be possible to change the address if the item is in transit. If it has been delivered then we are unable to action a change of address request.

When you purchase from our online shop you will be sent a receipt from our online payments system. If you require an invoice please get in touch with us and we will send it to you via email.

If you wish to cancel your order you must contact us as soon as possible to avoid additional costs. You can contact us on +44 (0) 1452 699300 or email us at info@energymonkey.co.uk. If the product has already been shipped you must return the item at your own cost. We will refund you less any shipping costs paid. If the item has not been dispatched we will refund the total amount of the order.

There are no documents required for the Victron Warranty. If you are experiencing a manufacturing issue with your Victron Warranty then you can contact any Victron distributor in the world who should be able to assist you.

First step: restart the phone

The #1 first step before attempting any of the specific troubleshooting advice below is to restart your phone. Make sure to really restart it — just locking and then unlocking is not sufficient. Please check Google to learn how to restart your specific phone or tablet.

I cannot find my product listed

• Make sure that you have a "Smart" Victron product. It needs to have a Bluetooth symbol.
• Make sure your product is in range.
• Only one phone can be connected to a product at the same time. Make sure that no other phone is already connected.
• Make sure you are attempting to connect from within VictronConnect — not from the system menu of your phone. If you have connected from the system menu: close VictronConnect, remove the pairing information from your phone, and then open and connect to your product from within VictronConnect.
• If a firmware update failed, the product Custom Name might have reverted to its original name and serial number — check if that is the case. Once the update is completed, the Custom Name will be back.

I can see but cannot connect to my product

• Make sure you are trying to connect to the right product.
• Make sure your product is in range. You may be close enough to see the product but not close enough to connect to it.
• Make sure that Bluetooth is still enabled on your phone. If Bluetooth was disabled after scanning, you may see your product listed but won't be able to connect to it.
• Bluetooth bonding information may be outdated. This happens when the PIN code has been changed, or if your Victron product has been connected to too many phones (it remembers the last 10). To solve this, remove the pairing completely from your phone's system menu, then open VictronConnect and re-pair the product and your phone.
• If you are using an Android phone, also check for issues particular to Android.

Connection fails around 20%

1. Make sure you are up to date with the latest version of VictronConnect.
2. Remove the product from the paired devices list in the phone's Bluetooth settings.
3. Then reset the PIN code.
4. Force close the VictronConnect App. (If you are unsure how, uninstalling and re-installing the app works as well.)
5. Reconnect in VictronConnect using the default PIN 000000.
6. Then change the PIN code.

Restart the Victron product

In case any of the above steps didn't solve the issue — and, on an Android device, the Android-specific steps also didn't help — then power cycle the Victron product. For example, with a Solar Charger you must isolate the MPPT from both the battery and solar voltage so that no lights appear, before reconnecting it again.

You will need a Victron Interface MK3-USB and will need to download the free Victron Software onto a Windows PC or Laptop. We recommend downloading the software via a Google Chrome browser.

You need to download the following:

• A Windows version of VictronConnect
• The MK3-USB drivers
• VE Configuration Tools

There are three ways to connect to a Victron product:

• Products with built-in Bluetooth
• VE.Direct Bluetooth Smart Dongle
• VE.Direct to USB interface

Bluetooth Smart – Pairing and Connecting

To connect to your Victron product over Bluetooth, always connect from within VictronConnect. Do not connect from the phone's system menu, because VictronConnect will not find your Victron product. Here is how to connect:

1. Enable Bluetooth on your phone.
2. Open VictronConnect and scan: on a phone or tablet, pull down the screen or tap the refresh button; on a computer or laptop, click the "Scan or Refresh" button on the left.
3. The first time you attempt to connect, the phone will ask to pair with the Victron product. Enter the PIN code. The default PIN code is 000000.
4. The connection is complete.

Bluetooth Smart – Changing the PIN code

To prevent unauthorised connections to your Victron product we recommend you change the PIN code. Avoid using obvious PIN codes such as 111111 or 123456. First complete your connection, then go to the Product info page (via the button on the upper right), and select the change PIN code button. Note that after changing the PIN code, all other phones connected to the product need their pairing information refreshed — and the old pairing information must be removed first.

Bluetooth Smart – Resetting the PIN code

If the PIN code is lost, it can be reset to 000000. The way you reset depends on which product you are using:

• VE.Direct Bluetooth Smart dongle: press and hold the 'Clear PIN' button. After 5 seconds, both LEDs blink twice to confirm the reset.
• Blue Smart Chargers IP65: press and hold the 'Mode' button on the charger. After 10 seconds, all blue LEDs blink twice to confirm the reset.
• Blue Smart Chargers IP22 / IP67, Smart Solar Charger, BMV-712 Smart, Smart LiFePO4 Batteries, SmartShunts: on the device list, tap the three-dots menu on the right of the product description, choose 'Reset PIN code', and enter the PUK code. The PUK code can be found on the product label, on the back of the product. (The IP22 can also be reset on the charger itself by holding 'Mode' for 10 seconds.)

Yes, this is possible.