Home charging troubleshooting

This page covers the problems home charger owners report most, and what you do about each. Most of them you solve from the Home chargers tab or from the charger maker's own portal.

At a glance

• Status: whether the charger can charge right now. Open means it is online and ready.
• Plugs: the state of each plug, such as Available or Charging.
• Owner and Users: who can charge on the charger.

• Owner in Manage shared users: Verified means the owner has claimed the charger in the app.
• User count: how many of the five places for shared users are taken.

Check the charger first

1. Go to Charge points → Home chargers and find the charger.
2. Check that its Status reads Open.
3. Open the menu at the end of its row and click Manage shared users.
4. Check that the owner, or the person charging, shows as Verified.

If the status is Offline, then the charger has lost its internet connection, see Charge without internet below. If the person is still under Pending, then they have not redeemed their code and cannot charge yet.

Restart the charger

A restart solves many unexpected problems.

1. Open the menu at the end of the charger's row.
2. Click Reboot.

The charger restarts and connects to the platform again. If the charger cannot be reached, then the owner can restart it at home. They switch the charger's fuse off, wait 20 seconds and switch it on again.

The car does not charge after a start

A charger moved over from another operator can have its maximum current set to 0 in the charger maker's portal. It then accepts a start but gives no power.

1. Sign in to the charger maker's portal and open the charger's installation.
2. Check how many phases and how many amps the installation has.
3. Set the charger's maximum current to 16.

The owner can charge normally after the change.

The app says charging, but the car gets no power

This happens when another app or feature on the charger starts or controls charging on its own.

1. Ask the owner whether they use the charger maker's own app.
2. Switch off any auto start or free vending feature in that app or on the charger.

With such a feature on, the platform cannot start the owner's sessions. Check a charger's own features before you hand it over.

Charge without internet

Without internet the platform cannot reach the charger, but the owner may still need to charge. Most chargers have an offline mode that lets anyone plug in and charge, like a wall socket.

• If you have access to the charger maker's portal, then switch its authentication to the charger's own mode and turn off authorization there.
• If you do not have that access, then contact support, or ask the owner to switch it in the charger's own app.

Offline mode also switches off who may charge and every remote action. Switch it back as soon as the internet is back.

Common questions

The owner's car does not charge. Where do I start? Check that the charger is Open and the owner is Verified, then click Reboot in the charger's menu. If that does not help, then check the maximum current in the charger maker's portal.

How do I restart a home charger? Open the menu at the end of the charger's row on the Home chargers tab and click Reboot. Outside support hours the owner can switch the charger's fuse off for 20 seconds.

Why does the app show a session while the car gets no power? Another app or an auto start feature on the charger is taking control of charging. Switch that feature off.

Can the owner charge while the charger is offline? Yes, with the charger's offline mode, which lets anyone charge on it. Switch it back when the internet is back.