Self-help guides
Getting to know your battery, connecting with the JK BMS app, exporting logs, and how to report a problem.
Open the knowledge baseReport an issue
Send your report at any hour and it opens a support ticket straight away. Engineers reply between 09:00 and 17:00, in the same chat.
Message us on TelegramChat with an engineer
Between 09:00 and 17:00, when an engineer is online, you can chat live from this page.
No engineers online right now. Please use Telegram and an engineer will reply between 09:00 and 17:00.
Before you contact us
Having these ready means an engineer can usually find the cause from your first message.
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1
Battery details
Model (PowerAxis 16.6kWh or PowerCore 3.6kWh), serial number from the label, and the month you bought and installed it.
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2
About the problem
When it started, how often it happens, what you see, and anything that changed just before it.
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3
BMS app screenshots
The cell voltages, plus every section of the Settings tab.
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4
BMS logs
The system log and the detailed log, exported from the app and sent on Telegram.