Troubleshooting

If you own a hybrid (PHEV) this type of EV will typically charge at 3.6kW/16 amps which is normal.

If you have a full battery electric vehicle (BEV), check the settings on your vehicle, ensure it is set up to accept max charge rate. If the settings are correct in the vehicle your installer may have restricted the charge, refer to your electrical installation certificate or consult your installer for more information.

The most common reason for this is that the onboard charger in the vehicle will not accept 22kW, consult your handbook or dealer for more information. If your vehicle can charge at 22kW it may be that the installer has restricted the charge, check your electrical installation certificate or consult your installer for more information.

Check the lights on your charger, if status LED is not illuminated check the power supply at the fuse board. If the circuit has tripped turn this back on and check the charger LED. If the circuit trips again with the vehicle disconnected, please refrain from using the charger and contact your installer.

Ensure the vehicle isn’t charging, remove the plug from the vehicle and try again. If this is unsuccessful, check the charger status and settings and disable tethered mode if enabled.

It may be the case that the charging lead has been pulled when locked in place, push the cable into the charger and then try to remove it again. If this does not work, ensure the cable is pushed into the charger fully and turn the power off at the supply and try to remove it again. If all the above is unsuccessful, please call our support team or your installer for further assistance.

No need to panic we have this on record. Please call our support team and they will ask you a few security questions, and once passed they will then be able to provide you with your PIN to access your charger.

A solid red light means the charger is locked, access the charger through your user app and disable the lock.

A flashing red light indicates a fault, disconnect your charging cable from the charger, you can then perform a manual reset via the override button, this is located under your socket cover.  Push this button once to reset the fault. If the fault can’t be reset after two or three attempts or happens again when the charging cable is reconnected, please contact our support team for advice.

Your Charger uses Bluetooth to communicate with the app; so please first ensure you have Bluetooth switched on, and our app has permission to use Bluetooth on your device. If your charger does not appear in your app right away, try pressing the refresh button in the top right.

Usually after a power cut, your charger will reboot and go back to its normal state.

Occasionally, however, when it encounters an unexpected shut down, it may enter an unresponsive state. To resolve this, simply power off the charger at the fuse, and leave it off for 2 minutes. Power back on and your charger will be back to its ready state.

Sometimes Wi-Fi routers block the connection of devices. There are myriad reasons why and they could be related to the total number of connected devices, password issues, potential bugs in the router’s ARP table, and other system settings. We test every single charger rigorously before it leaves our factory, this includes a crucial step dedicated to connecting them to Wi-Fi, so we are absolutely confident that the Wi-Fi on our chargers works. We have listed some common issues with network connections below :

• Dual band networks : Our chargers can only connect to 2.4 GHz networks. If you have a dual band network, please ensure you are connecting to the 2.4 GHz network.
• Security protocol : Please ensure your network is using WPA2 security protocol, our chargers cannot connect to networks using WPA3, or a combination.
• Guest networks : With some devices and networks, such as Google Wi-Fi, you may need to create a guest network for our charger to connect to. You can create a guest network in the settings of the relevant device, or by contacting your Internet Service Provider (ISP).
• Password : Please ensure you are definitely putting in the correct password.
• Signal issues : Your Wi-Fi signal might be too weak at the location of the charger, we would recommend using suitable Wi-Fi boosters for indoor or outdoor applications, to boost the signal in the vicinity of the charger.
• Maximum Limits : Some routers have a maximum limit of connected devices they can support. If possible, try removing a device from your network and try connecting the charger. If this solves the issue, then you may need to upgrade your router to allow more devices.

The message is warning that your charger has disconnected from your Wi-Fi network.

The chargers do not rely on a Wi-Fi connection for charging, and the majority of the smart features can be accessed via Bluetooth, which is why your charger is charging and the app is working.

The only feature the Wi-Fi connectivity affects is the reporting because all of the charge logs cannot be stored on the charger, this is why the warning sign is saying that data is not being recorded as you are offline.

To resolve this you need to reconnect your charger back to your Wi-Fi network.

The “Disconnected” message appears on the app if your charger is disconnected from both WiFi and Bluetooth.

A simple reset should jog the unit to reconnect to your network. To reset your charger, simply power it down by switching the power off at the fuse, leave it off for a couple of minutes and then switch it back on.

Your fuse should be labelled and it may be in your existing fuse board, or your installer may have installed a separate dedicated board for the charger, if unsure, please give them a quick buzz and they should be able to confirm.

For the charger to function over Bluetooth, you need to be within Bluetooth range and the app needs to have permission to use your Bluetooth. If this also does not work at the moment, the reset will resolve the issue. Occasionally, chargers can encounter an unscheduled shut down due to power cuts for example, and the reset will get them back up and running.

It’s possible that the Wireless Energy Manager battery is flat due to low electricity usage.
The battery can be recharged by plugging a powered USB-C cable into it for about 1 hour – a USB-C cable is provided with the Wireless Energy Manager.