BATTERY
Q: Why is the battery voltage too low when used for the first time?
Due to logistics restrictions, the battery has only 25~30% SOC before leaving the factory. We recommend that the battery be fully charged before use, and the battery voltage will return to normal.
Q: Why does the battery SOC in the APP seem inaccurate?
If you have just received a new battery or the battery has not been charged for a long time, the battery SOC in the APP may be inaccurate. The SOC will be accurate after a week of full charge and discharge.
Q: Why does my battery alert "under voltage protection"?
When the battery enters "under-voltage protection", please fully charge the battery (because the battery is large, charging will take a certain amount of time to fully charge). If you still cannot fully charge the battery, please consider whether the charger does not match the problem, If the above situation occurs, please contact PowerUrus official customer service for consultation.
Q: How many PowerUrus batteries can be connected in series or parallel?
When the battery enters "under-voltage protection", please fully charge the battery (because the battery is large, charging will take a certain amount of time to fully charge). If you still cannot fully charge the battery, please consider whether the charger does not match the problem, If the above situation occurs, please contact PowerUrus official customer service for consultation.
Q: Questions about connecting batteries in series and parallel?
1. Connect old and new batteries in series and parallel. Generally speaking, as long as the voltage difference between the new battery and the fully charged old battery does not exceed 0.15V, both old and new batteries can be connected in series and parallel. We recommend confirming the battery voltage difference between the old and new batteries after they are fully charged before connecting them in series and parallel. Generally speaking, batteries purchased within three months can be connected in series and parallel. Because we currently cannot confirm the specific batch number of the current battery before shipment, we cannot accurately confirm whether the batch number of the battery you are currently purchasing is the same batch. Batteries from the same batch can definitely be connected in series and parallel. If you need to connect batteries in series and parallel in the future, please fully charge each battery separately and confirm the voltage difference before connecting in series or parallel.
2. Standard batteries can be connected in series and parallel with preheated batteries. We don't recommend this. When the cold weather is below 0°C, the preheated model can be charged, but the standard model cannot be charged. If two batteries are connected in series or parallel, the battery system will work abnormally.
Q: How does preheating the battery work?
If the battery core temperature is lower than 0°C during charging, after connecting to the charger, the charger will give priority to heating the battery to 16°C before charging. If the battery core temperature drops to 3°C again during charging, the charger will stop charging the battery and reheat the battery core. The charger will not charge the battery core again until the battery core temperature reaches 16°C. The cycle goes on and on!
What should I do after the battery enters low temperature protection?
If the battery enters low-temperature protection and you want to restore the battery temperature as soon as possible, it is recommended to place it at least at an ambient temperature above 20°C, so that the battery core temperature should be able to return to above 0°C in a few hours. But if the ambient temperature is below 10°C, it will take at least half a day for the battery to return to a rechargeable state.
Q: What size cables do I need for my battery system?
Since the cable size is affected by factors such as cable length, cable current, inverter power rating, etc., you must check the total power consumption of the total power system and the operating voltage of the battery system (such as 12V/24V/36V/48V battery system) First, then the current in the battery system can be roughly calculated. Finally, refer to the Cable Sizes table in the Welcome Guide to select the appropriate cable size. You can also ask us for more advice on cable sizing.
Q: What are the functions of BMS?
The battery has a built-in BMS, which can protect the battery from overcharge, over-discharge, over-current, short circuit, and high-temperature environment.
APP
Why can't we find our battery device number and can't connect to it?
1. Fully charge the battery immediately after receiving it;
2. The battery Bluetooth version is Bluetooth 4.0, please check the compatibility with your mobile phone. If conditions permit, please try another mobile phone, or update the system version of your mobile phone to the latest, then download roypow fish and try to install it again.
3. First of all, we recommend that the connection distance between the battery and the mobile phone should be within 5 meters during the initial connection test. If Bluetooth cannot be found or connected, it is recommended to uninstall the current "RoyPow Fish" APP and then re-download it from the app store. Next, reinstall and release all permissions required by the "RoyPow Fish" APP. Finally, be sure to turn on your phone's Bluetooth and launch the APP to reconnect.
How to set device binding code?
How to set device binding code?
Answer: The device binding code is only used for manufacturer maintenance. Users can ignore the device binding code. If it appears when connecting the battery, please click "Skip" to proceed to the next step.
CHARGE
Why can't I charge the battery with my own charger?
1. Some chargers cannot activate our batteries. It is recommended to use Powerurus chargers. How to determine whether the battery can activate the battery, please send the charger model to POWERURUS customer service.
2. If you have a charger that can be used to charge LiFePO4 batteries, when the battery is in a normal state, select LiFePO4 mode to charge the battery.
3. If you use a solar charger to charge the battery, please make the charging parameters of the solar charger consistent with the settings in the manual.
OTHER
Why does it say my address cannot be delivered?
PowerUrus offers free shipping within the continental US and EU. For U.S. shipments, we do not ship to Hawaii, Alaska, Puerto Rico, overseas islands, U.S. overseas territories, military addresses, and PO Boxes. For EU shipments, we do not ship to overseas islands, military addresses and PO Boxes.
How long will it take for my battery to be shipped?
Under normal circumstances, orders will be shipped within 24 hours after successful payment. If there are other circumstances, we will notify customers via email. The United States ships from a CA or GA warehouse, and the estimated delivery time is 3-5 days. EU ships from German warehouse, estimated delivery time is 3-5 days.
If I want to return a product, where can I get a return label?
If you would like to return a battery, we will be happy to assist you with your return and we will promptly send you a prepaid label, however we do not accept returns sent directly without prior notification. One day after we receive your confirmation or if you have returned the battery yourself, please also provide us with the tracking number for the returned battery. Once we confirm that the battery has been returned based on the information you provided, we will arrange a refund for you within 48 hours. We hope you are satisfied with our products and services!
Regarding the use of the 5-year warranty?
Warranted against defects in materials and workmanship for 5 years from date of shipment, and comes with free lifetime technical support. However, any and all damage caused by depleted consumable parts, abuse, accident, modification, unauthorized repair, neglect, water damage, or any other problem not caused by defects in materials and workmanship is not covered by the warranty.
