Help

COMMUNICATION WITH THE PROJECT TECHNICAL SUPPORT

How do I contact technical support?

For quick communication with technical support, use the online chat in the back office. 
 
You can also contact technical support via:
 
 - the official Vkontakte group https://vk.com/duyunov_official ,
 - Telegram: t.me/SolarGroupSupportBot ,
 - e-mail  support.en@solargroup.pro ,
 - Whatsapp: +7 (495) 646-13-59 .
 
 Technical support staff working hours:
 Mon - Fri: 08:00-00:00 Moscow time (UTC+3).
 
 Please note that requests sent to technical support by email are processed a little longer than online chat requests.

The pop-up window of online technical support chat is not displayed

The chat icon is not displayed during non-business hours when the operators are not online.
 
 Technical support staff working hours:
 Mon-Fri 08:00-00:00 Moscow time (UTC +3).
 
 Also, the online support chat may not be displayed because of the installed programs or ad blocking browser extensions. 
 
 If you don't see the technical support chat and can't delete the blocking applications, you can contact technical support in another way.

QUESTIONS ABOUT THE PROJECT

What is the construction period for the design and engineering technology department (PKTB)?

In July 2020, the construction activities started on the "Alabushevo" site № 16 in the special economic zone "Technopolis "Moscow".
 
 Before going to the main stage, the following tasks have been completed in the course of the first construction stage:
 - the construction camp was built in compliance with all the modern requirements of workplace management;
 - all the utilities were connected, the Internet was provided;
 - the checkpoint and washing station for the equipment were arranged.
  
 The scheduled construction completion date for the design and engineering technology department is 22 months from the start date of the main construction stage.

Technical questions

How do I delete my back office account?

In order to delete your data from the system, you need to send a request to delete your account to the technical support email support.en@solargroup.pro
 
 You must provide your profile details in the message:
 - full name,
 - phone number.
 
 The request must be sent from the email address used for registering your account.
 
 Please note that after deleting your account, you will not be able to re-register in the back office!

How do I change my personal details?

You can change the personal details you provided when registering in the back office yourself.
 
 Go to your profile page in the back office by clicking on the user's image or name, or by using the direct link https://reg.solargroup.pro/en/site/profile .
 
 After making all the changes, click on the "Save" button below.
 
 When changing the phone number, make sure you follow the international format for entering the phone number.
 
 If you have already passed verification and want to change your personal details, you need to undergo verification again and confirm the data with a document.

How do I change the email address linked to the back office account?

You can change the email address linked to the back office account yourself.
 
 Go to your profile page in the back office by clicking on the user's image or name, or by using the direct link https://reg.solargroup.pro/en/site/profile .
 
 After making the changes, click on the "Save" button located below.

How do I unsubscribe from email notifications?

There are two ways to unsubscribe from e-mail newsletters. 
 1. Follow the link at the end of the email and completely unsubscribe from all SOLARGROUP newsletters.
 2. Set email subscriptions in the back office.
 
 To set the email subscriptions, go to your profile page in the back office by clicking on the user's image or name, and then to the "Settings" tab. Or use the direct link https://reg.solargroup.pro/en/site/email-subscriptions. In the settings, enable only the notifications you need.
 
 Click on the "Save" button.

Is it possible to change the details after completing the verification procedure?

To make changes after verification, you must undergo the verification procedure again.
 
 To do this, go to your profile by clicking on the user's image or name. Open the "Verification" tab in your profile and start the verification procedure. Or follow the direct link: https://reg.solargroup.pro/en/site/verify
 
 Please note that re-verification is only necessary if your personal details have been changed. You cannot re-register your account under another person's name during re-verification.

I can't log in to my back office account, I get the "E-mail / Login not found" error, what should I do?

Check the entered e-mail address. Make sure that:
 - there are no blank spaces in the address,
 - the mail domain is correct (gmail.com, mail.ru, yahoo.com, yandex.ru and so on).

I can't log in to my back office account, I get the "Password is incorrect" error, what should I do?

Make sure that the entered password is correct and only the Latin alphabet letters without blank spaces are used.
The password is case-sensitive, it means that the uppercase and lowercase (capital and small) letters of the password must be typed correctly.

I can't log in to my back office account, I get the "User is blocked" error . How do I unblock a user?

If the reason for blocking is not specified after the blocking message, then most likely the user account is blocked after several unsuccessful attempts to enter the password.
In this case, the user is sent an email notification about blocking, as well as the instructions for unblocking the account.
 
 If you can't find an email with an unblocking link, check the "Spam" or "Promotions" folders in your mailbox. If there is no message there too, then after the second attempt to log in to your back office account, a link for re-sending the notification to your e-mail will appear under the blocking message.

Investing

How do I replenish the investor main account in the back office using Bitcoin?

In order to replenish the investor main account in the back office using Bitcoin, use the detailed guide

The video tutorial is available here - https://youtu.be/bM3ei9BDjZs

If the funds haven't been credited within the allotted time, please inform technical support (what to do if the cryptocurrency has not been credited).

How do I replenish the investor main account in the back office using TETHER USDT (ERC20)?

In order to replenish the investor main account in the back office using Bitcoin, TETHER USDT (ERC20), use the detailed guide

The video tutorial is available here - https://youtu.be/hDyEwiPtgxs

How do I replenish my investor's main account in the back office via a SWIFT transfer?

To replenish your investor's main account in the back office via a SWIFT transfer, please follow the detailed instructions.

How do I replenish my back office account balance?

To replenish your account, go to the "Banking" section of your back office profile, the "Replenish the account" tab, or use the direct link https://reg.solargroup.pro/en/site/add-funds.
Enter the required replenishment amount in the special field and you will see all the available ways of replenishing your main account balance. Then, in the list that appears, click the "Select" button under the appropriate account replenishment method. Then carefully read the instructions and conditions for the selected payment method that appear under the replenishment amount input field. 
Tick the box to accept the terms and conditions of replenishment. Click "Continue".
 Further actions depend on the payment method you choose.
 
 When your payment is credited, you will see the updated balance on the main page in "Main account".
 The replenishment transaction will also be displayed in the "Banking" section, the "Account activity" tab.

What should I do if the deadline for crediting funds has expired, but the account balance has not been replenished yet?

First of all, make sure that your funds have actually been debited and the deadline for crediting funds has actually expired. The credit of funds time depends on the replenishment method and is specified in the description for each method. You can find information about it in the "Banking" section (see more details in How to replenish your account) . If the credit of funds period has expired and the money has not been credited, please contact technical support via the online chat or in another way.

What ways of the main account replenishment are available in the back office?

All the available account replenishment methods are listed in the back office in the "Banking" section (the "Replenish the account" tab), direct link https://reg.solargroup.pro/en/site/add-funds. The list of methods becomes available after entering the desired replenishment amount in the special window.

I have replenished my back office account using cryptocurrency (bitcoin , BTC (bitcoin), dash, litecoin, and so on). The funds have been debited, but they are not on the account. What should I do?

To create a request for your issue, you need to contact technical support via the online chat or by other means and specify the following back office and payment details:
 1) full name,
 2) e-mail,
 3) phone number,
 4) the recipient's wallet address (Wallet ID),
 5) replenishment amount in USD,
 6) replenishment date,
 7) public link to the completed transaction URL (or the confirmation screenshot with the payment details and transaction id).
 
 The processing time for such a request is up to 5 business days.
 
 To avoid such problems in the future, follow the manual strictly (link to the answer with the manual).

What should I do if my payment is declined when replenishing my main account using a bank card (Visa, MasterCard, MIR)?

If your payment was declined when replenishing the main account using a bank card, contact technical support via the online chat or by other means. Please provide your personal and payment details:
 1) full name,
 2) the first 6 and last 4 digits of the card number,
 3) the payment amount,
 4) the payment date,
 5) e-mail.
 
 Inform the technical support operator about which back office merchant you used to pay with a card (Cool-pay, Interkassa, or other), or attach the screenshot with the error message.

Where can I view the investment packages available for purchasing?

Available investment packages can be viewed in the back office, the "Investments" section, the "Invest" tab.

What is the minimum investment amount in the project?

The minimum investment amount available for all investors is $50. This is a monthly payment for a $500 investment package if you purchase it through a 10-month installment plan.

How do I purchase the company's investment shares? How do I purchase an investment package?

After replenishing your main account, follow these steps.
 
 1) Go to the "Investments" section, the "Invest" tab. View the list of available investment packages. 
 
 2) Select the appropriate package and payment method. Please note that you can purchase packages either through a lump-sum payment or in installments.
 
 3) Click on the "Select" button next to the package you are interested in.
 
 4) Read the package description, the installment schedule (if you chose to pay in installments), as well as the "Rules for investing and providing the discount on shares". Check the box "I accept the rules for investing and providing the discount on shares".
 
 5) Select the payment type: "Regular payment" or "Double payment" (if the package is purchased in installments). Learn more about "Double payment".
 
 6) If you've received a promo code that entitles you to receive bonuses at one of SOLARGROUP events, enter it in the field under "I have a promo code". 
 
 7) Click on the "Document a package" button.
 
 You can find information about the paid investment shares in the "Investments" section, "Credited shares" subsection.
 
 If you have purchased a package in installments, you need to make monthly payments according to the payment schedule until the package is fully paid. Learn more about paying in installments.

What is an installment plan and how do I use it?

An installment plan is an opportunity to purchase an investment package not through a lump-sum payment, but through a series of monthly payments (from 10 to 30 months, depending on the package). The monthly payment amount is equal to the package price divided by the number of installment plan months.
 
 This is convenient because you do not need to invest a large amount at once, but you can pay for the investment package gradually. At the same time, you purchase the entire package at the discount applicable when making the first payment.
 
 You can purchase any investment package either through a lump-sum payment or in installments.
 
 Example.
 You are planning to purchase a $2,000 investment package.
 
 You can either purchase a $2,000 investment package through a lump-sum payment, or:
 1) purchase a package through a 10-month installment plan and pay $200 per month for 10 months,
 2) purchase a package through a 20-month installment plan and pay $100 per month for 20 months.
 
 Please note that the discount for an investment package purchased in installments is a bit lower than the discount for a package purchased through a lump-sum payment. In other words, if you buy a package in installments, you get less investment shares than if you purchase the entire package through a lump-sum payment. 
 
 To document an installment plan for purchasing an investment package, replenish your main account balance. Then go to the "Investments" section in the back office, the "Invest" tab. Find the package you are interested in, the number of installment plan months, and click "Select" at the end of the line. You will see the monthly payment schedule. View the schedule, the other information about the investment package and the "Installment agreement".
 Click on the "Document a package" button and make the first monthly installment plan payment.

What happens if I can't make all the payments in compliance with the installment plan?

If you do not make all the payments in compliance with the installment plan, it will be canceled.
 At the same time, you will receive the company's investment shares equal to the payments that you have already made according to your payment schedule. You will be able to document the certificate for the paid shares.
 
 Please note that the discount for the paid shares in this case will be lower than the discount specified when choosing the investment package, because most of the shares in the package are credited when making the last installment plan payment!

What is a discount?

A discount is a price reduction for purchasing investment shares that shows how many shares the investor can purchase for each dollar invested in the project when purchasing an investment package.
 
 A discount is also a venture reward associated with the level of risks and reliability of the project as it develops. The lower the risks, the lower the discount, and vice versa. Therefore, the discount at the start of the project was the biggest. 
 
 For the same price of the package, the investor gets a different number of shares in the package at different stages. The earlier they invest in the project, the more shares they will have.

What is an investment stage / funding stage?

A funding stage is a period of time during which the company performs a number of planned tasks that bring the project closer to its successful implementation.
 
 With each stage, the project advances and the investment risks get reduced.
 
 The price of investment shares remains the same during the stage, and at the moment of going from one investment stage to another, their price for a new investor increases.
 
 The project funding is divided into 20 stages, more than 2/3 of them have already been completed.

Where can I see how many investment shares I have been credited?

The number of credited shares is displayed on the main page of the back office, in the "Shares" section or the "Investments" section, the "Credited shares" tab.

How do I increase my investment package?

The offer for increasing investment packages is no longer valid. However, now it is possible to purchase an investment package on the conditions applicable the package whose payment plan is about to be completed or a bigger package. 
 For more information about this feature, follow the link

I have accidentally opened another new package instead of paying for the existing one. How do I combine several packages into one?

You need to contact technical support via the online chat in the back office or by other means. 
 To register your request, please provide the reasons for mistakenly opening a new package and your back office account details:
 - full name,
 - e-mail,
 - phone number.
 
 Specify the package you want to keep as the main one and which packages you want to combine with the main one.

Where can I view and compare the discounts for different stages?

The discount table for different stages is available here https://goo.gl/jUixYX
 
 You can also compare the discounts in the back office.
 Go to the "Investments" section, the "Invest" tab and click on the "Discounts for previous stages" button or follow the direct link https://reg.solargroup.pro/en/site/invest-discounts.

The installment plan for my investment package has been canceled. How do I restore a canceled installment plan?

Contact technical support via the online chat in the back office or by other means.
 Provide the following information to the operator:
 1) reason of late payment,
 2) full name,
 3) e-mail,
 4) phone number,
 5) whether the back office account has been credited with the amount equal to the late payment.

How do I pay in installments? How do I make several monthly installment plan payments at once (ahead of schedule)?

To make a due payment in accordance with the previously documented installment plan, go to the "Investments" section, the "My installments" tab (https://reg.solargroup.pro/en/site/package-list) and click on the "Pay" button under the corresponding installment plan.
 
 Make sure that you have sufficient funds on the main account, you can find this information on the back office main page.
 
 You can make several monthly payments for the selected installment plan. 
 To do this, open the payment schedule for your installment plan (the "Show the payment schedule" button) and tick the months you want to pay for.
 
 Then select the payment type that will determine the date of the next payment and crediting bonus shares.
 1. Regular payment: monthly payments according to the schedule, there will be no bonus shares credited for the payment.
 2. Early repayment: making several installment plan payments at once, the schedule of remaining payments will be updated (the next payment will be due in a month), and you will be credited bonus shares for early repayment.
 
 At the end, click "Pay".
 
 If you don't have enough funds on your main account, replenish your account in a way that is convenient for you, then go back to making installment plan payments in accordance with this manual.

I have fully paid ahead of time for a package purchased in installments, why hasn't the discount been changed?

Based on the "Rules for investing and providing the discount on shares", early repayment (full payment) of the package is not a reason for changing the discount.
 
 The discount for the package remains the same for the investor at the moment of opening / documenting it.

After how many days from the payment due date will my installment plan be canceled?

After 19 days (on the 20th day) from the due payment date specified in the payment schedule, the installment plan will be canceled.

What is the "Welcome bonus"?

The "Welcome bonus" is an offer that enables a new participant to receive bonus shares when purchasing an investment package within the first 7 days after registering in the back office.
 
 After purchasing the package, the welcome bonus shares credited as part of the offer are displayed in the payment schedule. They are credited after full payment of the package.
 
 Please note! 
 If you have late payments, the "Welcome bonus" will be canceled.
 
 * From September 15, 2020, the "Welcome bonus" offer is no longer valid!

General questions

What is a webinar?

A webinar is an online broadcast of a speech or meeting where the representatives of SOLARGROUP talk about the project, report current news and answer questions from participants in real-time mode.
 You can ask your questions during the webinar.
 The list of scheduled webinars is published in the back office in the "Events" section, the "Webinars" tab, as well as in the project's social media. To participate in the scheduled webinar, click the link that is provided in the announcement for the webinar you are interested in. Besides, the link to the webinar is sent to the e-mail address you provided when registering for the project, 1.5 hours before the broadcast start.
 
 Participation in the webinars is free of charge.
 
 To view the schedule and recordings of the previous webinars, follow the link https://reg.solargroup.pro/en/site/webinars .

 

Where can I view the schedule or recordings of the webinars?

You can find the schedule of webinars in the back office in the "Events" section, the "Webinars" tab, by following the link https://reg.solargroup.pro/en/site/webinars 

 Recordings of the webinars are posted in the same section of the back office (Recordings of the past webinars), as well as in the project social media and official YouTube channels.

Are there live offline meetings?

We regularly hold live offline meetings for the investors and partners. We inform you about the new events in the back office, in the "Events" section, the "Meetings" tab, or here https://reg.solargroup.pro/en/site/meetings
 Follow our news.

What social media can I use to follow the project?

Official sources in Russian:
 
 VKontakte: https://vk.com/duyunov_official
 Instagram: https://instagram.com/duyunov_official
 Facebook: https://facebook.com/groups/1186525781358249
 Odnoklassniki: https://ok.ru/group/53483150115033
 Twitter: https://twitter.com/duyunovofficial
 YouTube channel: https://goo.gl/xZ2rEh
 
 The official sources in English:

 VKontakte: https://vk.com/duyunov_official_en 
 Facebook: https://www.facebook.com/groups/1642445425788487/
 
 Official sources in France: 

 Facebook: https://www.facebook.com/groups/123703288261511/ 
 Telegram-Chat: https://t.me/SolarGroup_Officiel_FR 
 Youtube: https://www.youtube.com/channel/UCUSluVenM4oWmlfm2oVy6dA 
 Telegram-Kanal: https://t.me/SolarGroupFR 
 Skype-Chat: https://join.skype.com/hajrBsCQUgxt 
 
  Official sources in Germany: 

 Facebook: https://www.facebook.com/SolarGroupOffizielleDE/ 
 Telegram-Chat: https://t.me/solargroupgermany
 Youtube: https://www.youtube.com/channel/UCn7mqDmv5nxEkz3pQ8g2gXw/featured 
 Telegram-Kanal: https://t.me/SolarGroupDE 
 Skype-Chat: https://join.skype.com/hEUQHdafBMjU 
 
 Official sources in India:
 
 Facebook: https://www.facebook.com/SolarGroupOfficalIN/ 
 Telegram-Chat: https://t.me/SolarGroupChatIN 
 Youtube: https://www.youtube.com/channel/UCKvdP-8KVTLiC0J1z7hNsuA 
 Telegram-Kanal: https://t.me/SolarGroupIN 
 Skype-Chat: https://join.skype.com/bB6MYBAsDb5A 
 WhatsApp: https://chat.whatsapp.com/JjleprKLQgtH06VVQhTqLq
 
 Official sources in Bulgaria:
 
 Facebook: https://www.facebook.com/SolarGroupBG/
 Telegram-Chat: https://t.me/SolarGroupOfficialBG
 Youtube: https://www.youtube.com/channel/UCsc1j1gMihbDipF1ewv3qCw
 Telegram-Kanal: https://t.me/SolarGroupBG 
 Skype-Chat: https://join.skype.com/ftMQfuIfWq2c 
 VK: https://vk.com/SolarGroupBG
 
 Official sources in Hungary:
 
 Facebook: https://www.facebook.com/SolarGroupOfficialHU/ 
 Instagram: https://instagram.com/solargroup.hu?igshid=1g7w6w0zmn85f
 Telegram-Chat: https://t.me/SolarGroupHU
 Youtube: https://www.youtube.com/channel/UCsjEsIH_sr2cHwgmnvsCLlw/
 Telegram-Kanal: https://t.me/joinchat/AAAAAFYXq3EwH_Bnf1BBTQ
 
 Official sources in Italy:
 
 Facebook: https://www.facebook.com/SolarGroup-Pagina-Ufficiale-It-101547841194361/ 
 Telegram-Chat: https://t.me/SolarGroupSitoIT 
 Youtube: https://www.youtube.com/channel/UCt3oymU0ws05Swd-8HepXaA/ 
 Telegram-Kanal: https://t.me/SolarGroupIT 
 
 Official sources in Vietnam: 
 
 Facebook: https://www.facebook.com/SolarGroupVN/ 
 Telegram-Chat: https://t.me/joinchat/MpODiBbmJSGDTQnKCUYqyw
 Zalo: https://zalo.me/g/vthakb202
 Telegram-Kanal: https://t.me/SolarGroupVN
 Youtube: https://www.youtube.com/channel/UCAkpwFs4u7d54qPsqQin30Q

 Official sources in Croatia:
 
 Facebook: https://www.facebook.com/SolarGroupHR/ 
 Telegram-Chat: https://t.me/joinchat/MpODiEtbhGVV8lGw4nGw5g
 Youtube: https://www.youtube.com/channel/UC6nL-bmm0SY6lmoGMvYndbA/
 Telegram-Kanal: https://t.me/joinchat/AAAAAFkpd4ZWoIiUoT32Xg 

 Attention! Only the above-listed social media are official!

I have found an error in the back office operation. What should I do?

Thank you for helping us make the back office better! To report an error in the text:
 1. select the wrong part of text, 
 2. press Ctrl+Enter,
 3. describe the error in the window that appears and click "Send".
 
 You can report other errors in the back office operation to technical support via the online chat or by other means
 In the email, specify the essence of the error, your full name and phone number linked to your back office profile.

I have an initiative, how can I help the project?

Tell us about your initiative and help to the project by filling the form here: https://goo.gl/qKV6UG

PARTNER ACTIVITY

How do I become the project partner?

To become the partner of our project, you need to go to the "For partners" section in the back office, carefully read the Partner agreement and accept it by checking the box and clicking on the "Sign" button.
 
 After that, you will get access to: marketing plan, partner links, statistics, partner materials, and other tools for partner activities.

Who is a referral (inviter)?

A referral, inviter, or personal manager is the company's partner engaged in informational promotion of the project.
 
 A lot of partners use social media, YouTube, topic-related websites, and contextual advertising on the Internet to promote the project.
 
 Most likely, you've found out about the project thanks to your personal manager (partner, inviter). You can see their details in your profile.
 You can always contact your inviter who, being an experienced investor of the project, will be able to answer your questions.
 
 If the participant registers on the project website using the direct link https://reg.solargroup.pro/reg, then the inviter is SOLARGROUP (company@solargroup.pro).

Where can I view the Partner agreement?

You can view the Partner agreement:
 - before signing it when you first log in to the "For partners" section of the back office;
 - after signing it in the "Documents" section of the back office (link https://reg.solargroup.pro/document/partner-docs.