Phoenix Phase ConvertersSupport portal

Technical support

Talk to a person who builds these units. Phone is fastest for anything electrical; email is best when you can attach photos and readings.

Call

800-417-6568

Best for live troubleshooting with a meter in your hand.

Call support

Text

Send a photo

Good for nameplates, meter readings and quick yes/no questions.

Text 602-962-8859

Email

glen@phoenixphaseconverters.com

Best for documents, warranty claims and detailed write-ups.

Email support

Support hours

Mon–Fri, 7:00am–5:00pm MST (Arizona time). Messages left outside those hours are answered the next business morning in the order received. If you leave a voicemail, include your order number and a callback number.

Urgent and unsafe situations

Smoke, burning smell, arcing, a panel too hot to touch, or damaged wiring: shut the supply off at the disconnect, lock it out, and do not restart. Then call 800-417-6568 and say it is an urgent electrical issue so we prioritise it. If there is fire, injury or an immediate hazard, call 911 first.

Production down and you cannot run? Call rather than email, and tell us at the start of the call that your shop is stopped.

Have this ready before you call

  • Model and serial number from the control panel nameplate
  • Order number, or the name and ZIP the order was placed under
  • Idler motor nameplate: horsepower, full load amps and voltage
  • The machines you are running and the largest motor's horsepower
  • Incoming single-phase voltage measured at the panel
  • All three output legs, measured unloaded and again under load
  • What changed right before the problem started

Not sure where the nameplate is? Find my model walks you through it and drafts the message for you.

Photos and video

  • Photograph the panel nameplate and the idler motor nameplate straight on, close enough to read every line.
  • Photograph the inside of the enclosure with the power off and locked out, showing the landed wires.
  • Photograph your meter display rather than typing readings from memory.
  • For intermittent faults, a 15–30 second video with sound tells us more than a description.
  • Include one wide shot so we can see how the converter, disconnect and machines are laid out.

Never open an energised enclosure to take a picture. Power off and lock out first.

Try these checks first

  1. 1Confirm the single-phase supply is live and both legs measure close to nameplate voltage at the panel.
  2. 2Check the main disconnect and any fuses or breakers ahead of the converter.
  3. 3Verify the start switch or contactor is pulling in — listen for the click and look for contactor movement.
  4. 4Confirm the idler motor leads are landed exactly as shown on the panel-to-idler diagram and are tight.
  5. 5If the idler hums but does not spin up, stop immediately and call support before retrying.

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