FREQUENTLY ASKED QUESTIONS

What Can We Help You With?

Have questions about our GM Energy products, services or installation process? You’ve come to the right place. Browse our most frequently asked questions below. 

FREQUENTLY ASKED QUESTIONS

What Can We Help You With?

Have questions about our GM Energy products, services or installation process? You’ve come to the right place. Browse our most frequently asked questions below. 

Compatible GM EVs

How do I know if my vehicle needs a software update?

Communications such as physical letters, email and in-vehicle notifications may be sent to you as appropriate and required for the specific software update. You will be notified in your vehicle via the touchscreen and can select “Learn more” on the update screen when offered. This will provide update release notes about the improvements included in the update. 

How long will my vehicle software update take?

Vehicle software update installation times will vary, depending on the component being updated and the contents of the update. The in-vehicle notice will provide the estimated completion time for the installation. Your software update could take up to 8 hours. 

Why do I need a software update for my vehicle?

Your update will provide software improvements and enable your vehicle to receive future over-the-air (OTA) updates remotely.

 

Vehicle-to-home (V2H) is a key feature that will be available after your software update is completed. V2H will enable your compatible GM EV to provide power to your properly equipped home in a blackout.* 

Installation

What are the benefits of having my GM Energy products professionally installed by a GM-preferred installation provider?

By having your GM Energy products professionally installed by one of our preferred installation providers, you can rest assured that the equipment is installed properly, professionally and with the right permits. The preferred installer will help ensure your system is operating as intended to power your compatible select GM EV.*

How long after I submit my site assessment will I be able to schedule my installation?

Timing may vary significantly based upon where you live. Each local jurisdiction and utility has a slightly different process and timeline for approving installation permits and requests, so there is no one-size-fits-all. Once you submit your site assessment and are provided a quote, you can contact your designated installer to learn more about the projected timing for your specific home installation needs.

How long will it take after I submit my order before my system is fully installed and ready to use?

The installation process and timeline is heavily dependent on your equipment selection and preferences, current setup and your local jurisdiction for permitting. Based on these factors, some installations can be done in less than a month, but more complex installations can take longer.

Managing your GM Energy Ecosystem 

I just had my system installed; how do I add it to my vehicle mobile app?*

 After installation and commissioning, your system should appear in your vehicle mobile app. If your system is not showing in the app after 24 hours, you can manually add it by tapping your profile avatar->add product->GM Energy. 

 

*Available on select Apple and Android devices. Service availability, features and functionality vary by vehicle, device and the plan you are enrolled in. Terms apply. Device data connection required. Actual images and features may vary and are subject to change.

How do I access my GM Energy Dashboard in my vehicle mobile app?*

 Once your system is added to your account, you can access your GM Energy Dashboard by tapping your profile avatar then selecting the GM Energy card for your address.  

 

*Available on select Apple and Android devices. Service availability, features and functionality vary by vehicle, device and the plan you are enrolled in. Terms apply. Device data connection required. Actual images and features may vary and are subject to change. 

How do I enable Automatic Backup Power?

You can enable Automatic Backup Power for your compatible GM EV* by navigating to your GM EV Dashboard -> Charge Management -> Home Location Settings. Charge Management for your compatible GM EV can also be accessed from your GM Energy Dashboard. 

How do I view my estimated energy costs?

To view estimated energy costs, you first need to add your utility rate plan. You can add your rate plan from your GM Energy Dashboard->Settings->Utility Rate Plan. Once your rate plan is set up, you can view your estimated energy costs in the Analytics section of the app. 

What should I do if I’m not seeing data on my GM Energy Dashboard?

If you are not seeing live data on your GM Energy Dashboard: 
 

  • Make sure there is no active power outage. Do not troubleshoot during a power outage or extreme weather conditions. 

     

Confirm that your system is energized:
 

  • If your GM Energy PowerShift Charger’s LED is blue or green, then your system is energized. 

     

Power cycle your router: 
 

  • Locate your router’s power cable.
  • Gently unplug the cable from the router.
  • Wait 15-30 seconds.
  • Plug the router back in.
  • Wait for your router’s lights to stabilize. 

     

If power cycling your router does not resolve the issue, reconfigure your system’s Wi-Fi settings: 
 

  • Navigate to your GM Energy Dashboard->Settings->Manage Wi-Fi. 
  • Follow the in-app instructions.

     

If the issue is not resolved, contact support through your GM Energy Dashboard->Help Center.  

Energy LIVE

What is Energy LIVE?

Energy LIVE is a 1-on-1 live video experience that allows you to connect with one of our Home Energy Specialists in real time to ask questions and learn everything you need to know about our GM Energy products. 

How long are Energy LIVE wait times?

We strive to keep wait times to a minimum, but they may vary depending on the queue. If you're unable to wait in the lounge for the duration, you may schedule a tour for a time that's most convenient for you.

How much does the Energy LIVE experience cost?

Your Energy LIVE experience is entirely complimentary.

Is my Energy LIVE demo going to be recorded?

No, your Energy LIVE experience will not be recorded.

Customer Care

What aftersales support will be available for my GM Energy products?

Your GM Energy mobile tools* will be your first stop for device performance and support. Additionally, there will be live technical experts available for you to call during business hours who can perform remote diagnostics. If further support is needed, you can schedule a trained technician to visit your home and perform necessary troubleshooting and repairs. Additional charges may apply. 

My installer damaged the equipment, or it arrived at my home damaged. Who do I contact?

If your installer damages the equipment, they will be able to contact EV Concierge to order a replacement. You may also contact EV Concierge directly at (833)64POWER, either for installer damage or equipment delivered damaged.

My vehicle won’t charge using my GM Energy charging equipment – what do I do?

There are several troubleshooting tools available to you – check your vehicle mobile app* for any error notifications, reference the troubleshooting information available in the user manual, and confirm whether your vehicle is able to charge on other chargers, if possible. For further support, call EV Concierge at (833)64POWER.

I can’t power my home with my vehicle – what do I do?

Reference the troubleshooting information available in the user manual and check your vehicle mobile app* for any error notifications. If further support is needed, call EV Concierge at (833)64POWER.

 Returns/Cancellations 

Who do I contact to initiate a return or cancellation?

To initiate a return or cancellation, contact EV Concierge at (833)64POWER (833-647-6937). If your product has not yet shipped, you will not be charged. If your products have already shipped, all products in the purchase must be returned in order to initiate a refund and a restocking fee may be applicable. See full return policy.

How long do I have to return a product?

You will have 14 days from when you receive the product. After these 14 days, returns will not be accepted. See full return policy.

Where do I take a product to return it?

EV Concierge will provide you with instructions. They will schedule a pickup with the appropriate carrier (FedEx or R+L Carriers) based on the product size. You will be emailed a shipping label to print, if needed. See full return policy.

How long until I get my money back?

Once the product is returned and we have verified that the product is unopened and still in sellable condition, GM Energy will issue a refund (minus applicable restocking fees) within 30 days of receiving the product. The restocking fee is 15% of the purchase price. Any pending credit card authorizations will be removed from the card on file. See full return policy.

Can I still return a product if I have opened the box?

GM Energy products are not eligible for returns if the box is opened. See full return policy.

How will I know when my return or cancellation has been processed and complete?

You will receive an email invoice from GM Energy with your confirmation details. See full return policy.