If you are having issues updating the Emerald app, we recommend trying the following steps;

1. Restart your device
Try restarting your device – it might be another no brainer step, but it’s a surprisingly effective one.

2. Check your phone storage.
A common cause of app download problems is a lack of storage on your device. Usually, you will receive a notification if your phone storage is low. However, we recommend you log in to your device Settings to ensure your storage is not causing the download issue.

3. Check for system updates.
Sometimes an update is pending on your device. To check if one is currently available for your device, head to Settings and check for pending system updates. If an update is waiting to be actioned, install it and download the app afterwards.

Need more help? Please contact customer support via our contact form.

Yes, the Emerald Network is designed to scale with your business needs. Whether you're managing a single site or multiple locations, the platform can accommodate your growing requirements.

Any updates will be automatically deployed to ensure that you always have access to the latest tools and capabilities. 

Emerald Network provides detailed analytics on device performance, energy consumption, and more. These insights allow you to make informed decisions to optimise operations.

Q: What is the Installer Reference Code?

     A: The Installer Reference Code is a unique code your installer provides. It allows them to track and monitor their completed installations.

Q: Why should I use the Installer Reference Code?

     A: Using the Installer Reference Code ensures that your installation is correctly attributed to your installer, allowing them to monitor, track and manage their Heat Pump customers. It also streamlines the installation process by enabling you to complete Wi-Fi pairing independently post-installation. 

Q: Is using the Installer Reference Code mandatory?

   A: No, using the Installer Reference Code is optional. If you prefer, you can choose to skip this step.

 Centralised Management: Manage all your products, sites, and customer information from one platform.

 Real-Time Notifications: Receive immediate alerts for device management and maintenance.

 Boosted Efficiency: Streamline device management and maintenance processes, leading to cost savings.

 Proactive Troubleshooting: Identify and resolve potential issues before they escalate.

 Data-Driven Insights: Access detailed analytics to optimise operations and reduce costs.

Emerald Network has received positive feedback from users for its ease of use, comprehensive features, and ability to improve operational efficiency. Customers appreciate the platform's proactive approach to device management and the significant time savings it provides.

The Emerald Network is specifically designed for installers and companies who sell Emerald products. It provides these users with the tools and insights needed to manage and maintain their Emerald devices efficiently.

Starting with a callback request, you’ll have an introductory chat with one of our sales specialists to discuss which Emerald solutions best fit your business. 

During this meeting, we’ll also introduce you to our certificate partner, Creditex, who can advise on rebate eligibility and ways to earn back on efficient electric installs. 

Our Australian-based logistics team handles your stock orders, making it easy to keep you informed about product arrivals. 

Plus, our local account management team will be on hand to manage your inquiries, ensure you have the stock you need, and keep you updated on our latest products.

For ongoing support, reach out to us directly via our business support centre—we’re here to ensure you have the resources and assistance needed to succeed with Emerald.

In Australia, various government energy efficiency schemes offer certifications and incentives to businesses that implement approved energy-saving technologies. Eligibility typically extends to a wide range of entities, including sole traders, merchants, project-based firms, and energy retailers. 

To determine your business's eligibility and understand the specific requirements, it's advisable to consult the guidelines of the relevant state or territory energy efficiency scheme. Emerald collaborates closely with these programs to ensure our products meet the necessary standards, facilitating your participation in such initiatives.

Request a call back from Emerald sales team or our Accredited provider partner Creditex for more information on whether your business qualifies/or can qualify for energy scheme certification.

Emerald partners with businesses of all sizes, including sole traders, merchants, wholesalers, project-based firms, and energy retailers, to offer tailored solutions that fit your business needs. 

If you’re a business, looking to purchase small or large quantities of Emerald solutions, the best way to get started is by requesting a call back from our sales team to discuss the right options for you. 

For end consumers, please use our Find an Installer page to connect with a qualified installer near you.

All Emerald products must be installed by a licenced professional. For example a qualified plumber, electrician or HVAC specialist. 

If you’re a business looking to install Emerald heat pump solutions, we work closely with you to offer training. Work with Emerald. Installers must be trained to handle Emerald hot water heat pump installations safely and efficiently. You will gain this training as part of your onboarding to Emerald either through documentation or video training. 

Compliance training, required to obtain certificates, can be provided by Creditex.

For end consumers, simply visit our Find an Installer page to connect with a certified installer in your area.

The Emerald Network is a centralised platform designed to streamline the management and maintenance of Emerald Heat Pumps. It offers comprehensive tools for product monitoring, site management, and customer information, all from a single, easy-to-use dashboard.

We work with businesses of all sizes, so if you're just getting started or only need a few products, we’re here to help. 

Reach out to us, and we'll connect you with our trusted merchants who offer competitive pricing on smaller orders. Plus, we can set you up for success with access to our online training and resources.

We will provide a number of videos to help users use the Emerald Network. Additionally, our support team is available to provide assistance to ensure that your team can fully leverage the Emerald Network's capabilities.

If you experience any issues with the Emerald Network, please reach out to our customer support team. They are available to assist you with troubleshooting and ensuring your platform operates smoothly.

Emerald Network provides continuous, real-time monitoring of all of your installed devices. This feature allows you to stay informed about device performance and respond quickly to any issues, minimising downtime and ensuring optimal operation.

Q: What is the Installer Reference Code?

A: The Installer Reference Code is a unique code assigned to each Installer Agency. It allows installers to attribute specific installations to themselves without needing to be present on-site during Wi-Fi pairing.

Q: How is the Installer Reference Code used?

A: Installers can provide their Installer Reference Code to customers. Customers can then enter this code during the Wi-Fi pairing process in the End User App. This attributes the installation to the respective installer.

Q: Why should Installers use the Installer Reference Code?

A: Using the Installer Reference Code streamlines the installation process by allowing customers to complete Wi-Fi pairing independently. This saves installers time and provides a convenient solution for customers. Additionally, it ensures proper credit for installations.

*Please note that while asking customers to enter your Code themselves is a more efficient process, they will need assistance to enter the code correctly or successfully pair the device.

With detailed error notifications and historical data, Emerald Network enables faster and more effective customer support. This ensures issues are resolved quickly, leading to higher customer satisfaction.

Our dedicated team is here to support businesses at every stage, from choosing the right products to providing technical guidance. 

For sales and account management, request a call back from our dedicated business sales team.

For ongoing support, reach out to us directly via our business support centre—we’re here to ensure you have the resources and assistance needed to succeed with Emerald.

If you have an Emerald solution installed at your property and need support please contact our support centr

Yes, the Emerald Network’s centralised management platform allows you to manage multiple sites, track device performance, and access customer information all in one place, enhancing productivity and operational oversight.

All Emerald products must be installed by a licenced professional. For example a qualified plumber, electrician or HVAC specialist. 

If you’re a business looking to install Emerald air conditioning solutions, we work closely with you to offer training. Installers must be trained to handle Emerald air conditioning installations safely and efficiently. You will gain this training as part of your onboarding to Emerald either through documentation or video training. 

Compliance training, required to obtain certificates, can be provided by Creditex.

For end consumers, simply visit our Find an Installer page to connect with a certified installer in your area.

 The Emerald Network is best used via desktop only. Users will be able to sign in on their mobile via a web app however it may not be adequately responsive.

Absolutely. The Emerald Network features an intuitive interface that makes it easy for all users, regardless of technical expertise, to navigate the platform and manage their devices effectively.