How to handle offline hardware

The "Last Updated" time and connectivity status are displayed on the dashboard page of the app for both connected vehicles and chargers. 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.

I have a connected charge point

If the connection is lost, your charge point should still function as a standard charger. If your vehicle is not charging, there may be an issue with the charge point. Please contact your installer or the hardware manufacturer for assistance in getting your charging back on track.

To restore the connection, please follow these steps:

1. To reset your unit, try rebooting it. If it is safe to do so, switch off the main consumer unit or isolator for your charge point. Wait for 30 seconds, then turn it back on.

2. Check your charger app for any necessary updates to the WiFi settings. You can find guides for different chargers here: Charger Integration Guides

I have a connected car

We may have briefly lost communication with your car, or it might be in sleep mode. Please try opening the vehicle door or interacting with your vehicle's app to wake it up.

When you first refresh your dashboard, we display the most recent information available on our server while simultaneously requesting an update from your car. If your car is in sleep mode, this request can take up to 60 seconds to reactivate it. Please press the refresh button on your dashboard again after this time.

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.