Frequently Asked Questions


NEED MORE INFORMATION ON SUNPOWER PRODUCTS OR NEED DOWNLOADABLE RESOURCES?

Go to https://sunpower.maxeon.com/int/solar-panels-professionals/become-solar-installer/find-distributor for more information on SunPower products

Go to https://sunpower.maxeon.com/int/resources for more information on Downloadable resources



HOW DO I REGISTER AN ACCOUNT?

If you would like to register for SunPower rewards request an account here.

Only 1 person per company will be able to register so if someone at your company has already registered you will not be able to complete the registration.

Once you successfully complete this form, your account will be available straight away for you to access.


I'VE FORGOTTEN MY PASSWORD, WHAT DO I DO?

You can reset this via the ‘Forgotten Password’ on the login page.

Enter your registered email address registered to receive a reset link.

Check your junk folder for the email and use the reset link within 24 hours.

When resetting your password, follow the below criteria:

  • Minimum of 8 characters

  • At least 1 uppercase character

  • At least 1 lowercase character

  • At least 1 number

  • At least 1 symbol (please note that . and - are not classified as symbols on the system so please avoid using these)


WHICH COUNTRIES CAN TAKE PART IN THIS PROGRAMME? 

Currently the eligible countries are Spain, Portugal, Poland, Norway, Sweden, Denmark and Switzerland. If you are based outside of these countries, you will not be able to register an account.


WHY CAN'T I COMPLETE MY REGISTRATION?

Firstly, ensure all mandatory fields are complete and all tick boxes have been reviewed and agreed to.

If you continue to face problems, it may be that someone in your company has already registered and because we can only accept 1 registration per company we cannot accept a second. Please check internally with your colleagues.

If you continue to experience problems, it may be that an account already exists for your company. We can only accept 1 registration per company, so if this is the case you will not be able to register.

Please check internally with your colleagues. If you are still having trouble, contact us for further assistance.


IS THERE A LIMIT ON HOW MANY ACCOUNTS FROM EACH COMPANY CAN REGISTER?

We can only accept 1 registration per company.

If 2 accounts are created for the same company, you may receive an email asking you to confirm which account should remain active.  


How do I become an accredited SunPower installer?

Complete all 4 of the available modules from the online eLearning course.

The ‘SunPower Warranty’ and ‘Maxeon Line Energy Yield’ modules consist of reading materials followed by 5 questions. You must achieve 80% to pass.

The ‘Performance Line Reliability and Technology Comparison’ and ‘Maxeon Reliability and Technology Comparison’ modules consist of a 15 – 30-minute webinar followed by 3 questions. You must achieve 100% to pass.


How will I know if I have qualified to win a starter kit?

The first 50 companies to pass the 4 training modules will receive a starter kit.

If your company is successful you will be contacted by email within 14 days of achieving your accreditation.

The confirmation email will be sent from Corporate.Rewards.Ltd@dotmailer-email.com. Your starter kit will arrive within a maximum of 28 days from receiving this email.

Do not forget to check any spam or junk folders.


Can I re-take the test if I fail first time?

You can re-take the test as needed until you achieve the required pass rate.


Can I track my progress on my training modules?

You can track your course progress on the ‘Badges’ page of your account. You will receive a badge for each test you have successfully completed within the course.


Once you have collected the complete set, you will become a SunPower Accredited Installer. You will be issued with your SunPower Accredited Installer certificate and SunPower accredited logo to apply to any marketing collateral you have.


Does my SunPower installer accreditation expire?

Your accreditations will expire on January 1st and July 1st of each year, starting from 1st July 2021. After this time, you will need to re-complete the training course to re-qualify for your accreditation.


Can you share the details for any of the questions I have answered incorrectly or do not know the answer to?

We cannot share this information with you due to the following reasons.

  •  As you are being awarded a SunPower Installer accreditation for passing all 4 modules we are not able to share any answers either before or after you take part in the training. 

  • You are required to retake these tests from the 1st January and the corresponding 1st July to keep your accreditation with the first to take place July 2021.

  • All answers should be held within the training content before taking the test, so you should be learning everything about the subjects before taking the tests to be a knowledgeable SunPower accredited installer.


I HAVE PASSED ALL 4 TRAINING MODULES BUT I HAVE NOT RECEIVED MY ACCREDITATION CERTIFICATE?

Once you have successfully completed all 4 training modules you will receive an email notification containing your accreditation certificate.

If you have not received this email, please firstly check your spam and junk folders for an email from messages@sunpower-advantage.com

Alternatively, you can also access your certificate via your SunPower rewards account as follows;
 - Go to ‘My account’
 - Click My ‘Messages’
 - Search for the email titled ‘Congratulations, you have successfully completed the SunPower Advantage Installer Accreditation course’
 - Click ‘View certificate’


Do points have a monetary value?

Points do not have a monetary value. The number of points required for a SunPower product varies depending on several factors relating to the specific setup of the rewards programme.


Can I buy additional points?

Additional points cannot be purchased. Only points awarded through the SunPower Advantage programme can be used to place orders for products within your current points balance.


Can I transfer points to another participant’s account?

Points are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your points to another participant of the rewards programme.


Is there a time limit to use my points?

You have 12 months from the date your points are awarded to redeem these for a reward. Any unspent points will expire after 12 months and will be removed from your balance.


How can I claim points for SunPower products?

To submit your claim simply click here.

You can scan your barcode or QR Code (Data Matrix or Code128) and once the remaining fields are complete click ‘Submit’.

Alternatively, you can click on “Manually enter” to enter your module serial numbers taken from your flash report. We recommend you copy and paste them into the free entry field to avoid typos, and then select the SKU corresponding to your module.

For the time being you must repeat this process for each module you want to register. We are working on having a bulk registration option in the future

If your claim is approved your points will be instantly awarded to your account to redeem against various SunPower merchandise.

If your claim is unsuccessful you will receive a message on screen and an email to advise you of this.


CAN I CLAIM FOR POINTS IF I NO LONGER HAVE THE BARCODE IN MY POSSESSION?

If you no longer have the barcode, you can manually enter the Serial Number.

If you use this method, you will also need to complete the ‘Date of Sale’ and Module serial number in the module SKU fields along with the city of installation and if it is a verified SunPower product you can complete by clicking ‘Submit’. Please submit 1 by 1.


Why won’t my claim submit?

You will only be able to scan your purchased SunPower products.

  • Once you have passed all 4 modules and achieved the accreditation to receive your certificate
  • Using 1 serial number at a time, meaning currently claims will need to be submitted individually. Please do not submit multiple claims at a time.

Please also try the following troubleshooting methods:

  • Avoid using Internet Explorer 11 to access SunPower Rewards as online submissions will fail on this browser due to the advanced features required.
  • The submission form is only supported by Microsoft Edge so please download this browser and try to submit your claim again
  • Ensure all required* fields have been filled out correctly.


If you are still having trouble, contact us for further assistance.


Why won’t my claim submit?

You can only submit 1 serial number at a time.

Once you have scanned a barcode you can click ‘Submit new claim for another SERIAL NUMBER’ if you have bought multiple panels of the same product.


How many points will I receive for my claim?

The number of points you receive is based on the product that you scan. Before clicking submit you will see the points that you will earn for each product.


Why has my claim been declined?

Your claim may have been declined for one of the following reasons

  • The Serial Number is invalid
  • The Serial Number has already been claimed or scanned.
  • The product SKU does not match the Serial Number
  • A technical issue may be encountered during the process to return an ERROR message – if so please contact us


Will I be able to view all my previous claims?

All claims are recorded and can be accessed from the "My Claims" area. 

The serial number scanned can be previewed by choosing "Actions > View Claim" for the associated claim.


CAN I RECEIVE AN ADDITIONAL WARRANTY ON PANELS ALREADY INSTALLED PRE MAY 10TH, 2021?

Unfortunately, this is not possible. As specified in the T&Cs the additional warranty service is available through installers holding a valid certificate at the time of installation.


Can I cancel my order?

Providing your order has not yet been dispatched you can request a cancellation. Orders can be dispatched same day, but changes may not be reflected on your account until 24 hours after this. Contact us as soon as possible and we will do our best to cancel this for you.
* If your order has already been dispatched but we have intercepted delivery, you will not be refunded the original delivery fee for your order.


Can I change my delivery address after placing an order?

We cannot guarantee your address can be amended once your order has been placed. Contact us as soon as possible with your correct address and we will do our best to update this for you.

The reward is out of stock; when will I be able to order this?

We do our best to share any estimated stock dates in the description of the reward, so please check here first. If you cannot see a stock date, contact us for more information.


Can I order something that is not in the reward catalogue?

Your points can only be redeemed for rewards that are available in the online catalogue.


How long will my reward take to arrive?

Your reward will take up to 5 working days to dispatch. We ask you to allow up to 10 postal days after the dispatch date for delivery.


Where can I check the status of my order?

You can check your order status in your “My Account” page.
Your order will initially show as “Pending”. Our provider will then update your order to “Processing”.
Your order will update to “Dispatched” once it has shipped. You will receive an email notification. If your order has any tracking information you can also see this here.


Why has my reward not arrived?

If you have not received your reward after 10 postal days of the dispatch date, please check any tracking available in your “My Account” page. If you do not have tracking for your order, contact us for further assistance.
*If your reward has been dispatched to the address provided and signed for, we may not be able to issue a replacement.


What if my reward is faulty?

If your reward arrives faulty or damaged, please contact us with your order reference and proof of damage / fault within 24 hours of delivery. 

Our providers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees.

If your reward develops a fault after 28 days, contact us as soon as possible and we will raise this with the provider for further advice.
*If your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. We cannot issue a credit for any products which are not found faulty.


I have received the incorrect item, what can I do?

Contact us within 24 hours of delivery with your order reference and images of the product received. We will then arrange collection and replacement of your order.
*We ask that you please do not open the incorrect item you have received as this will void your return.


I have changed my mind; can I return my reward?

It will not be possible to return your reward once you have received it so please read the product description carefully before ordering a reward.


NEED MORE INFORMATION ON SUNPOWER PRODUCTS?

Please go to https://sunpower.maxeon.com/int/how-buy for more information on specific SunPower products.


OFFICE HOURS FOR RESPONSES

Our office hours are Monday to Friday, 9am – 5.30pm (UK) excluding Bank Holidays and we aim to respond to all queries within 24 hours.

Where a query cannot be resolved the same day, our team will provide updates every 5 working days until your query has been resolved.


ADDITIONAL DELIVERY FEES

Corrections to addresses –  If you have placed your order and have noticed your address is incorrect, contact us as soon as possible with your order number and correct delivery address. If your order has dispatched before the address has been updated, there may be additional fees incurred to reship your order.

Could not be delivered – If your order could not be delivered and this has been returned, you may be charged restocking and reshipment fees which will either be deducted from your points balance or invoiced to you directly for payment.