Outage credit
SunStrong outage credit: when it's due and what to ask for in writing
Updated October 22, 2026.
If your Sunnova lease or PPA is now serviced by SunStrong and your system was down for weeks or months, you may be waiting on a credit that hasn't come. Here is what SunStrong has said publicly about how credits are decided, and what to put in writing if your date has passed.
What SunStrong has said publicly
In its public replies to Better Business Bureau complaints, SunStrong has written that “the agreement includes an annual true-up, ensuring any production shortfalls are credited based on the systems In-Service Date” (March 24, 2026), and that eligibility is decided through “the annual system evaluation, conducted on the anniversary of your systems activation” (September 10, 2025). So the date that matters is your system's anniversary: the day it went into service. If that date has passed and no credit or written answer has come for months the system was down, it's worth asking about in writing.
Why it can matter on your bill
- Your agreement may include a yearly reconciliation. Many Sunnova Easy Plan agreements bill a fixed monthly amount based on estimated production, then compare it with actual production once a year. What happens after that comparison is in your agreement, and terms vary by contract.
- Down months. Some agreements say you are not charged for the system being off line through the company's fault. Whether yours does is worth checking.
- Estimates in the record. Owners have reported monitoring apps showing “estimated” production for months the system made nothing. How those months were counted is a fair question to ask in writing.
Who answers it, and what to ask for
SunStrong services the agreement, so the written request goes to SunStrong. What gets an answer is one dated letter that names your agreement and the outage dates, asks for the yearly reconciliation your agreement describes and the status of any credit request you've made, and gives a date for a written answer.
Related: Sunnova production guarantee credits stopped and billed while the system was down.
The SunStrong outage letter. I write it for you from your own agreement, bills and production record: a dated letter to SunStrong that puts the facts on the record, quotes your agreement and asks for a written answer by a date. If no written answer comes within 30 days, the follow-up letter is free.
$99 flat, ready in 3 business days. You read and approve it, then send it yourself.
Have it written for you, $99 or email jon@solarstillworks.com
“After the letter was sent, it was mere days that they got back to me with a much more positive email looking into all our issues causing the total system to be down.”
Tami B., SunStrong customer
What happened next: after her letter, SunStrong answered in writing within days, saying it would put billing and collections on hold, cancel auto-pay and set up a deferment while it looks into the system. See page 1 of her letter.
What this page isn't
It isn't legal advice. Agreements and state rules differ, and your own agreement wins over anything general here. I prepare documents at your direction; you review, sign and send them yourself.