Hi,
My system is connected as per the diagram and information you attached.
When I disconnected the B300K the AC500 was only connected to one B300S. Both systems were the same and connected together via the communication cable. Both were set to split phase with the left being the master and the right being the slave unit. Zero 240 charging. It doesn’t even recognize that the cable (which is new) is plugged into the units. It doesn’t light up and there is zero grid information.
The 50amp breaker does not trip with the 240 input as long as the 240 output cables are not plugged in. However, regardless there is no indication of grid power to the AC500. There are no faults/alarms.
The only output load connected is the 240 back to the house. When on solar or battery the house runs perfectly. Everything is great except there is no recognition of grid power coming into both AC500s. Therefor we can only charge from solar and have no UPS function.
Our system was flawless untill we added the B300Ks. Should the “grid in” amps setting be changed? At the moment it is set for 40amps. Is this correct?
Hi @bviwahine, Thank you for your feedback. We would like to know if you have a multimeter? Could you use it to test whether there is voltage in the split-phase output cable? Alternatively, you can check the specific voltage and power on the LCD screen of the AC500.
If it is confirmed that there is no voltage, then the split-phase charging cable is presumably faulty. Please click on my profile picture to send a Message, tell us your order number, and we will arrange to send a replacement to you.
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Hi,
Yes, there is voltage in the split-phase cables. Also, it is a new cable since the charging problem began.
Once again: Should the “grid in” amps setting be changed? At the moment it is set for 40amps. Is this correct? Is a 50-amp two-pole breaker from the grid to the AC500 correct, or should it be bigger?
Please advise
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Hi @bviwahine, We would like to know how the LCD screen of the AC500 shows information. Please click on the “Grid” icon on the main interface to view specific data such as voltage and frequency. Can you take a photo to show it?
Yes, you can adjust the charging current—we recommend lowering it slightly, gradually adjusting to 25A and then 20A. Does the tripping still occur? When you mentioned 40A, do you mean each AC500 is set to 40A, or each is set to 20A, totaling 40A?
Additionally, we are also concerned that you may have connected L1 and L2 together, as this would cause excessive current and trigger the circuit breaker to trip.
We would like to know if you have the documentation on how to install the AC500+B300S home backup power system. If not, please click the link to obtain it.
When I click on the LCD screen’s grid icon, it shows nothing but 0. It doesn’t acknowledge the grid.
L1 is connected to the master AC500 and L2 is to the slave AC500.
The charging current was set to 15 amps on each AC500. The breaker tripped. It is now set to 40amps on each AC500 and the breaker trips. I’ll set them to 20 and see but I’d assume it will trip.
Everything is set up correctly. Everything worked perfectly until the 300Ks were added.
What in the world is going on? Adding extension batteries shouldn’t ruin the system. It’s been months and we are getting nowhere, simply going in circles. 
Hi @drprieto, Thank you for your efforts in troubleshooting the issue—we understand this has indeed taken up your time.
We are still unsure about the exact cause of the problem. However, we have decided to directly arrange for the AC500 to be sent back for repair. Only after our repair warehouse receives the unit will we be able to conduct testing and analysis.
Could you please click on my profile and send us a private message? Please provide us with your order information and email address.
We will arrange the warranty service for you.
I messaged you as requested but I got no response. Please advise
I reached out for help in June. It is now September, and there is still no resolution. This experience has been absolutely horrible.
We started out loving our spit phase AC500 system, decided to spend more money with the company to expand the system and it deteriorated into a nightmare. Why? Customer service is a disaster. Trust me, don’t think about calling as it wastes time. Emailing or the forum is ever so slightly better, but each message appears to be read and responded to by someone different. Therefore, you get asked the same questions and the same suggestions are made over and over. Oh, and with a day or a week between responses. This is how months go by and there is no solution.
Finally, I’m asked to PM someone, I respond by asking if they realize that I’m out of the country (when asked to ship my AC500) back for repair, and five days later, there is no response.
Horrible, horrible, horrible. Fantastic item before expansion but a nightmare if you try to expand. Customer service, pathetic.
We spent many thousands of dollars with Bluetti only for it to not work. WTF
Hi @bviwahine, We think there might be a misunderstanding—we haven’t received your private message.
Next, we will click on your profile picture to get in touch with you. Please keep an eye out for our message, then provide your order number and email address.
After that, we will follow up on this matter.
