If you are having issues with the schedule within the simpson and Partners app, please follow the below troubleshooting steps to help resolve these.

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For all vehicles:

1. Ensure the cable is fully inserted

• Remove and reinsert the charging cable to make sure it’s properly connected.

2. Check for conflicting schedules

• Open the Simpson & Partners app and review your charging schedules.
• Make sure there are no overlapping or conflicting schedules that could prevent charging from starting.

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VW-specific issue:

Some VW vehicles are known to have a “deep sleep” issue, where the car does not wake up automatically to start a charging session. If you are experiencing this, try the following:

1. Set the charging schedule in the car

• Instead of using the charger’s schedule, set your preferred charging times directly in your VW’s onboard system.

2. Wake the car manually

• Lock and unlock the car using the key fob or central locking system to wake it from deep sleep.

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Using Octopus Intelligent:

If you are using Octopus Intelligent, please note that the charging schedule is controlled by their system. This means your car may charge outside of traditional off-peak hours, depending on the energy available and cost optimization.

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Following these steps usually resolves the issue. If the problem continues, contact our support team for further assistance.

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