The Simpson & Partners App occasionally displays messages to help alert you to potential issues with your charger. This should help proactively solve issues to ensure that your charger is working as optimally as possible. These provide a brief summary of the issue that the charger is experiencing. Below we have provided some more detailed information about what the message means and its potential fix.
Energy Manager connection has timed out
If you are using our wireless energy manager, this message means that the Simpson & Partners charger has lost the connection with the wireless energy puck. This means that it is no longer receiving the property usage data, if you have set a fail safe reading (in the installers section), the charge point may slow down the power offered to your car. This is because it no longer has the live data of what your property is using so defaults to safe lower limit. You may see that your car charges slower than expected untill this is resolved.
Our Wireless Energy manager has an internal battery that sometimes needs charging. Typically when this message appears it means that the internal battery needs a charge.
Details on how to resolve this can be found below.
Click here
High loading detected - Charging rate reduced
Simpson and Partners chargers, with a correctly installed energy manager monitor the amount of power that your house is using. Most properties have a fuse which determines the maximum power that can be used at any point in time. The energy manager is designed so that if your house is using a lot of power it will proactively slow the charger speed, until there is enough spare power to resume the full charging speed.
When this message appears it typically means that your property is using a lot of power and the charger is slowing your charge to protect your home fuse. This is typically when lots of devices, such as your oven, electric shower ect, are running at the same time. Once the loads have reduced the charging session should automatically increase and the error will disappear.
Your charger is too hot and needs to cool down
Simpson and Partners chargers have internal temperature sensors that monitor the temperature of internal components. If the internal temperature exceeds a threshold, we proactively slow the charge speed to reduce the temperature within the charge point.
When this message appears, our charger has reduced the charging speed until the temperature has sufficiently cooled. Once this has stablised at the lower temperature the charging session will increase back to full power again.
Your cable is limiting the charging rate
EV charging cables have a maximum rated power that they are designed to offer to your car. The majority of cables are rated to 32A/7kW, which would allow the full charge through our 7kW chargers. However some car manufacturers supply the car with a cheaper lower rated cable that is only able to deliver 16A/3.6kW. The Simpson and partners charger automatically detects this and will limit the power available to the car to ensure that the cable isn't compromised.
When the message is being displayed, the cable you are using to charge your car is limiting the power that we can offer to your car. In order to receive the full power that our charger can offer, consider purchasing a 32A/7kW rated cable.
Supply voltage too high - Charging disabled or Supply voltage too low - Charging disabled
Simpson & Partners chargers have built in safety features that are designed to keep you and your car safe. If the charger detects a situation that is unsafe it will automatically prevent charging until the situation becomes safe. Typically if the voltage is too high, or too low then this triggers the safety cut off to prevent charging from happening and you will see a red flashing light.
When the message is displayed the charger has detected an unsafe voltage at your property while attempting to charge your car.
Please press the reset button located within the ring of LED's on the charging flap.
Please can you also power the device off at the mains wait 1 minute and power it back on
This should resolve the issue. If the issue persists please do open a ticket and we will investigate.
Charger Offline
Simpson & Partners chargers use your local wifi connection to report data back to our servers. This information is then visible within the app on your phone. If the connection to your wifi is unstable or weak the charger will display the "charger offline" error message.
You will need to reconnect the charger to your wifi and this should resolve the issue.
Details on how to do this can be found here
