How to handle offline hardware

Modified on Wed, 4 Mar at 11:14 AM

Is your charger or car showing as offline?

If you receive a notification stating that we have lost connection to your hardware, there are several steps you can take to resolve the issue.

First, try refreshing the app. If the status does not update after refreshing, it is likely that your charge point or vehicle has lost its network connection.

Use the table below to identify your situation, then follow the relevant steps.

What you see in the app	Likely cause	Go to
Charger offline, car is fine	Wi-Fi or charger firmware issue	Step 1: Restart your charger
Car offline, charger is fine	Vehicle sleep mode or stale credentials	Step 2: Wake your car
Both show offline	WiFi issue	Step 3: Check your network
Charger will not come back online	Hardware fault	Contact your charger installer

Step 1: Restart your charger

Check the 'Last Updated' timestamp on the app dashboard. If it is more than 10 minutes ago, the charger has likely lost its network connection.
Switch off your charger at the main consumer unit or isolator (if safe), wait 30 seconds, then switch back on.
Open your charger's companion app and confirm the Wi-Fi password is still correct - a router reboot can reset these settings.
Refresh ev.energy and wait up to 2 minutes for the status to update.

Tip
Most chargers continue to function as a standard charger even when offline Your car should still charge - it just will not follow the optimised schedule.

Step 2: Wake your car

Open your vehicle's own app or briefly open the car door to wake it from sleep mode.
Return to ev.energy and tap the refresh button on the dashboard. Allow up to 60 seconds for the car to respond.
If you recently changed your car account password, tap the vehicle status in ev.energy and select 'Reconnect' to re-enter your credentials.

Note

If you recently changed the password for your connected car account, it may have invalidated the secure access token we use to communicate with your vehicle. To re-establish communication, tap on the vehicle status and then select 'Reconnect' to re-enter your credentials.

Step 3: Check your network

Confirm your home Wi-Fi is working on another device.
Force-close the ev.energy app and reopen it.
If your broadband was recently down, allow a few minutes after it restores for both your charger and vehicle integration to re-sync.