I have a connected charge point
The "Last Updated" time is shown at the top of the dashboard page in the app. This is the last time we received a message from your connected charger. If this does not update when refreshed, it is likely that your charge point has lost network connection.
If connection is lost, your charge point should continue to work as a standard charger. If your car will not charge then there may be a problem with the charge point. Please contact your installer and hardware manufacturer directly who will able to help you get charging again.
The charge point needs a good mobile signal to work reliably, but will connect to multiple mobile phone networks if the signal from one is poor.
To restore connection, please try the following steps:
1. To help get your unit back online, you can try rebooting the unit. If safe to do so, please try flicking the switch to off on your main consumer unit or isolator for your charge point, wait 30 seconds, and then switch it on again.
2. If your charge point does not come online after a reset (or drops out again), you will need to raise this with your installer or charger manufacturer. They will be able to advise you on the options to get your signal boosted and more reliably connected to our app.
I have a connected car
Please wait up to 30 mins and then try refreshing the dashboard again, as we may have briefly lost communication with your car, or your car might be sleeping.
When you first refresh your dashboard, we show you the most update information currently available on our server, whilst simultaneously requesting an update from your car. If your car is sleeping, this request for an update can take up to 60 seconds to wake your car up. Please try to press the refresh button on your dashboard again after this time.
If you recently changed your connected car accounts password, this will have invalidated the secure access token we use to communicate with your vehicle. To get back up and running, head to Settings > Car Details > and try re-authenticating your car account details.