FAQ

We are here to help you. Find it here or email hello.eu@jackery.com

I purchased two Jackery Items (E1000+Saga100W / E500+Saga 100W), Why did I only receive one package? Where is my other stuff?

1. Usually, we will ship two items with two separate packages by GLS due to the large size. Even though there are two tracking numbers, Amazon and the website systems allow only one tracking number to be uploaded.

2. You will only see one tracking number in your order. But we will email you all tracking numbers for your packages.

3. Please feel free to contact us through this email address: hello.eu@Jackery.com or via Amazon.

Delivered but not Received, where can I find my stuff?

1. If the tracking details show your package was delivered and you can't locate it, please wait two full days (excluding Sundays and holidays) for the package to arrive. We recommend checking around your home and asking your neighbors if they may have received it for you.

2. If after that time you still haven't received it, reach out to us via hello.eu@Jackery.com, and we'll be happy to help.

Why is my package still pending?

Sorry about this. If your package has been pending for 5 days, it may be that the package has been lost or delayed. Please do not hesitate to contact us via hello.eu@Jackery.com; we'll help you solve the issue.

Where is my stuff?

You can review your email confirmation with your tracking number, and track it on the GLS site. If you didn't receive this email, check your spam or junk email folders or contact us by email at hello.eu@jackery.com. You can also view the tracking numbers once your order has shipped by logging into your customer account.

Where could I get the return labels if I want to return the units?

If want to return the units, please contact us via hello.eu@Jackery.com.

We'll provide the pre-paid return label(covering the shipping fee) for you.

How to process a return and refund?

1. Please feel free to contact us via hello.eu@Jackery.com. We will provide the after-sale service for you within 24 hours.

2. As part of our RMA process, we will need some info to process your return and replacement:

Order number:

Shipping address:

S/N code(on the bottom of the battery):

Thank you in advance.

How do I cancel an order?

Please contact us through hello.eu@Jackery.com if you would like to cancel the order. Please note if your order has been shipped, we will process a refund only if your order is back in our warehouse.

Can I use the Jackery portable power station to charge my devices? Such as the E500

The Jackery power stations E500 can run the devices at 230V and requires less than 500W.
First, you need to check out your device's operating power (measured by watts), if it is less than the output power of the Explorer's AC port, it can be supported by the Explorer.

Then, you can calculate the charging time with this formula:
Working time = Explorer's Watt-Hous * 0.85 / operating power of your device.

For your reference, assuming the power consumption of your device is 60W (might be a box fan), and you want to use the Explorer 500 to run your device.
The working time will be 500wh*0.85/60w=7 hrs (roughly calculated).
Please note the actual power consumption varies from different usages.
If you have any more questions, please reach out to us via Hello.eu@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Can I use a third-party solar panel to charge the Jackery power station?

The Jackery power station can be chared with a third party brand solar panel, it must match the below conditions, for example, changing the E1000;

1. The voltage must be between 12-30v

2. The plug connection size: Outer diameter 7.9mm, inner diameter 5.5mm, inner needle diameter 0.9mm (empty)

3. But we can not recommend other brand products to recharge the Jackery power station. For safety, please purchase the Jackery SolarSaga 100W for the Jackery Explorer 1000, because we can not guarantee their qualities or provide after-sale service for it.

If you have any more questions, please reach out to us via Hello.eu@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Can I use the Jackery solar panel to charge a third-party power station, such as the solar panel 100W?

If the power station can meet these 3 criteria, and then you can use it:

1. If the third party power station supports solar charging

2. The output power of the SolarSaga 100W is 18V

3. If the cable connector size is 8mm.

If you have any more questions, please reach out to us via Hello.eu@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help."

Do Jackery portable power stations support pass-through charging?

Yes, all products support pass-through charging. But we don't suggest using it this way very frequently, it will cause some damage to battery life.

Are the Jackery solar panels waterproof?

The 100W solar panels, along with the power stations, are not waterproof.

To maximize the unit's lifespan, please make sure you retrieve the panels when it is raining.

How to store and charge the Jackery power station if I don't use it for a long time?

1. We recommend that you keep the battery power above 20% when using or storing the power station on a regular basis.

2. A fully charged battery can last for several months, pls recharge it every 3-month to keep the battery power above 50% if you don't use it.

If you have any more questions, please reach out to us via Hello.eu@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

How to maintain the Jackery?

We recommend that you keep the battery power above 20% when using or storing the power station daily.

A fully charged battery can last for several months, pls recharge it every 3-month to keep the battery power above 50% if you don't use it.

Please make sure you Charge and Store the E1000 within an ambient temperature of 0-40℃ (32-104°F), and discontinue the charge temperature is -10-40℃.

What's the life expectancy of the Jackery portable power station?

All of Jackery's portable power stations contain lithium batteries. Lithium ions are normally rated for 500 full charge cycles and/or 2 - 3 years.

At that point, you will have about 80% of your original battery capacity, and it will gradually reduce from there.

In order to maximize lifespan, it is recommended to use and recharge the unit, at least every 3 months.

How to recharge Jackery?

There are 3 methods to recharge the Jackery power station:

1. Charged by Solar panels, that support 12V-30V and have the right connection plug (7.9mm*5.5mm*0.9mm) into Jackery E1000 or lower models.

2. Charged by Wall outlet, through the AC charger that comes with the product.

3. Charged by Car outlet, through the car charging cable that comes with the Jackery.

I have a specific question about a product, where do I find the information?

We have the specification and FAQ tabs on every product page, you can find most information about each product.

If you still haven't found the answer, you can submit your question on the product page, or drop us an email at hello.eu@jackery.com, or send a message via Amazon.

Regarding the fake website feedback

It is recommended to purchase our product directly on our official website www.eu.jackery.com and our Amazon Jackery Store.

Besides, Jackery's product will never be sold at such a low price and please try to file a claim with your payment provider to get back your money, if possible.

We have had reports of some websites selling fake products, and with the help of our excellent customers, we have endeavored to shut down most of them.

We will forward this information to our legal department for review and take further action.

Regarding the Jackery website coupon

Form: When there is a promotion on the official website, the corresponding code information will be displayed on the product page with the activity.

Rules: Click the copy icon on the right side of the coupon to copy the code, paste the code into the discount code box at checkout to enjoy the discount.

1. Customers are required to manually copy the code and enter the code at checkout to enjoy the discount.

2. It cannot be used in combination with other codes (including discounts for new subscribers, special group discounts, and celebrity discounts)

3. The coupon can only be used on the official website (if there are some large-scale events synchronized with Amazon, it will be specifically stated on the page).

If you have any more questions, please reach out to us via Hello.eu@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

When will the power station's electric fan turn on?

For the E240: Controlled by inverter and kick-off, the fan will start when the temperature reaches 45°C or the output power reachesa 150W.

For the E500: the fan will start when the temperature reaches 55°C or the output power reaches 125W.

For the E1000: the fan will start when the temperature reaches 55°C or the output power reaches 250W.

If you have any more questions, please reach out to us via Hello.eu@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Which types of battery do the Jackery contain?

All of Jackery's power stations are made of premium ternary lithium battery（18650).

We only choose reliable battery suppliers, like LG and BAK Battery.

What is the difference between Modified Since Wave inverter and Pure Sine Wave Wave inverter?

Modified Sine Wave inverters are very affordable. Using a more basic form of technology than pure sine wave inverters, they produce power that is perfectly adequate for powering simple electronics, like your laptop. Modified inverters are best suited for resistive loads which do not have a start-up surge.

Pure sine wave inverters use more sophisticated technology to protect even the most sensitive electronics. Pure sine wave inverters produce power which equals – or is better than – the power in your home. Appliances that may not function properly, or which may be permanently damaged, without pure, smooth power will be safe with pure sine inverters.

Is there an extension cable available, or can you recommend a cable?

1. Sorry, we don't have a longer extension cable. If there is an extension cable available in the future, we will sell it on www.eu.jackery.com and update it on our social media.

2. The wire number standard cannot be lower than 16AWG. It is recommended to control the length of the cable within 5 met

If missing, lost, or want to buy some accessories, how do I get them?

Please reach out to us via Hello.eu@Jackery.com or via Amazon, we will be happy to help.

Where is the cable/charger? Like the SolarSaga parallel cable/Y-cable.

The SolarSaga parallel cable connects to the 2*SolarSaga 100W which is included in the package of the SG1000.

If you have any more questions, please reach out to us via Hello.eu@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

What is the length of the cable of the solar panel?

The solar charging cable of the Jackery solar panel is 3 meters long.

What is the length of the AC adapter cable for the power station?

The power station charging cable of the Jackery solar panel is 2.4 meters long.

What is the length of the 12v car charging cable for the Jackery power station?

The length of the Jackery power station 12V car charging cable is 2 meters long.

Where does the brand name "Jackery" come from or originate?

The brand name "Jackery" is a combination of the English words "Jacket" and "Battery." Originally, Jackery was a brand making Apple jacket batteries.

How can I be notified when you offer any discounts or sales?

You can sign up for our newsletter in the footer of the website.

Tips for solar panel

 

  • 01. Do not flex or bend the folding solar panels.

  • 02. Do not place folding solar panels in shading places, while tree shades, buildings, and any other obstructions should be minimized.

  • 03. Do not soak the solar panels in water or other liquid.

  • 04. Do not clean the solar panel with water, please gently wipe it with a damp cloth.

  • 05. Do not use or store solar panels near open flames or flammable materials.

    • 06. Do not scratch the surface of solar panels with sharp objects

    • 07. Prevent corrosive substances to damage solar panels

    • 08. Do not step on or place heavy objects on the solar panels

    • 09. Do not disassemble the solar panels

    • 10. The output circuit of the solar panels must be correctly connected to the equipment. Please do not short-circuit the positive and negative poles. Ensure that there is no gap between the connector and the insulated connector. If there is a gap, sparks or electrical shocks will occur.

    • 11. Check the connection status of each component, including cables, wires and plugs.