Charger offline in the Easee App?
Your charger may still be able to charge, even when it shows as offline. Let’s find out what’s happening.
An offline status means the Easee App cannot currently reach your charger remotely. Charging may still work. This guide helps you check whether charging is affected and follow the relevant steps to get your charger online again.
What does the light strip show?
First, look at the light strip on your charger. What you see helps you decide whether to check its response, charging or the connection.
No lights at allCheck whether the charger responds before investigating the connection.
A dark light strip does not necessarily mean that the charger has lost power. First check whether it responds.
Press and hold the touch button above the light strip for at least five seconds. Listen for a tone and look for a light response. Holding the button also disconnects other devices using the charger’s Bluetooth connection.
The charger responds
A tone or light response shows that the charger is responding. It does not explain why the strip was dark or confirm that charging works. Continue with the charging check below.
The charger does not respond
Check the power-related conditions below before trying to restore a connection.
Only operate equipment you are authorised to access
At a managed or shared site, contact the site owner or charging operator to arrange the checks. Do not operate the electrical supply unless you are authorised to do so.
Has the charger’s circuit breaker or another protective device tripped?
A protective device has tripped
Leave it switched off. Do not repeatedly reset it or bypass it.
We recommend contacting your installer. They know the electrical installation and conditions on site and are best placed to investigate why the device tripped. At a managed site, contact the site owner or operator so they can arrange the checks.
You do not need to continue with the connection checks.
The protective device has not tripped
The next action depends on what happened before the light went out.
The charger lost power while it was idle
Follow the idle-charger instructions in the power-loss guide before restoring power. If another charger on the same circuit was charging, do not turn the power back on; contact the site owner.
Complete that guidance before considering any connection checks here.
The light strip went out during charging
Use this procedure only for that situation, and only when you can identify the charger’s circuit breaker, are authorised to operate it and charging is no longer active.
- Switch off the charger’s circuit breaker.
- Disconnect the cable from the car and from the charger if it releases normally. If the cable is locked or cannot be removed safely, stop here. Do not restore power or force the cable; contact Technical Support.
A locked cable means you must stop
If you could not disconnect the cable safely, leave the power off and contact Technical Support before continuing.
- Leave the charger without power for at least 60 minutes.
- Restore power and check the light strip. If a protective device trips, leave it off and contact your installer or site operator.
- If the strip stays dark, press and hold the touch button for at least five seconds. Listen for a tone and look for a light response.
The charger responds again
If charging works and the Easee App shows the charger as online, you are done. If charging still does not work or the charger remains offline, use the charging check below to find the relevant next step.
The charger still does not respond
If the strip stays dark and there is no tone or light response, switch the circuit breaker off again and contact Technical Support. Include what happened before the strip went dark and the checks you completed. Do not continue with Wi-Fi or LTE-M troubleshooting.
You do not know when the light went out
If the charger remains dark and does not respond, contact Technical Support before trying a restart. Include whether charging was in progress when you last saw it working.
Red or unusual lightIdentify the pattern and follow its guidance first.
The light may indicate a charging, access or charger condition. Match its colour and movement in the LED guide and follow the action for that pattern before changing network settings.
If the light guidance resolves the problem, charging works and the charger is online, you are done. Return to the charging check below only if the remaining problem is the offline status and the light guidance allows you to continue.
Lights look normalCheck whether charging still works.
The charger has visible light activity. Check whether it can still charge so you can follow the relevant steps for charging or the connection.
Can you still charge your car?
Use this check once the charger shows light activity or otherwise responds. Charging that works needs a different next step from charging that does not start or has stopped.
Yes — charging worksFocus on restoring the online connection.
The charger can still charge. Continue with the connection check to restore remote access.
No — charging doesn’t workCheck the response, then read the current charging status locally.
Use this route when the charger shows light activity or otherwise responds, but charging does not start or has stopped. The current charging status can help explain what is preventing charging.
If you have not already checked its response, press and hold the touch button for at least five seconds. Listen for a tone and look for a light response. This also disconnects other devices using the charger’s Bluetooth connection. Skip this check if the charger has already responded.
The charger responds
Now check its current charging status in the Easee App. Because the charger is offline, connect locally with Bluetooth to read that information. A tone alone does not confirm Bluetooth access or that charging will work.
Stand near the charger and use an Easee account that already has access to it. Turn on Bluetooth on your phone and allow the Easee App to use it.
- Open the charger in the Easee App, open Charger settings and select Connect via Bluetooth.
- Complete the connection prompts. When Bluetooth appears on the charger card, you have local access.
- Read the current charging status and follow the matching instructions in the charging-status guide.
Find the action for your charging status
Once charging works and the charger is online, you are done. If charging works but the charger still shows as offline, continue with the connection check.
Bluetooth will not connect or the option is missingCheck the local connection before you can read the charging status.
The Bluetooth guide covers connection options and what to check when pairing fails. Holding the touch button for at least five seconds can make the charger discoverable; it also disconnects other devices using Bluetooth.
Get help connecting with Bluetooth
Once connected, read the charging status and use the charging-status guide above. If you still cannot connect and charging does not work, contact Technical Support with the light pattern and the result of the response check.
There is no tone or light response
A missing tone alone does not prove power loss. If the strip is now dark and you have not completed the power checks, follow the no-light route first.
Check a dark, unresponsive charger
If light remains visible, or the charger is still unresponsive after the applicable power checks, contact Technical Support. Include the light pattern and whether charging had started before the problem appeared.
I can’t test charging right nowYou can still follow the connection checks.
You do not need to connect a car to troubleshoot the online connection. Continue with the connection check without assuming that charging works.
If charging later fails, use the charging-status route above.
Check the connection
Use these steps when the remaining problem is the offline status. Check for a known service issue before changing local settings.
Check Easee service status
A reported connectivity incident may explain why the charger is offline. If it matches your situation and there is no separate power or charging problem, wait for the service update before changing local settings.
When the incident has been resolved, check the charger in the Easee App. If it is online, you are done. Otherwise, choose a connection route below.
No relevant incident reported? Follow the route for the connection you want to use. You only need one route.
Not sure? Check whether a Wi-Fi network you want to use reaches the charger’s location. If there is no suitable network, follow the LTE-M route. You do not need to set up Wi-Fi first.
Restore the Wi-Fi connection
Use this route when a Wi-Fi network is available at the charger and you want the charger to use it. Update known changes first; otherwise, check the network.
Wi-Fi changes in the Easee App require Site Owner access
At a managed or shared site, ask the Site Owner or the organisation responsible for the installation to update the network.
The router, network name or password changedUpdate the saved network details.
Update the network saved on the charger. The Wi-Fi guide includes local Bluetooth access for an offline charger, then shows how to select a network or enter its name and password manually.
Connected and online: the connection is restored. No restart or further checks are needed.
Still offline or the connection fails: continue with the network checks below. You do not need to re-enter the same details again unless they are incorrect.
Nothing changed, or updating the details did not helpCheck the network and try a comparison network if available.
Use these checks when the Wi-Fi connection fails, keeps dropping or remains offline after updating the network details.
- Check that the router is on and has internet access, and that the intended Wi-Fi network reaches the charger.
- Recheck the saved network name and password, then check the network requirements in the Wi-Fi guide. Ask the person managing the network to help if needed.
Try another Wi-Fi network, if available
A compatible comparison network can help identify whether the problem is related to your usual network. A mobile hotspot can be used if it provides a compatible, password-protected 2.4 GHz network with internet access.
Use the Wi-Fi guide above to connect the charger to that network. Check that it connects over Wi-Fi to the test network. If you cannot provide another network, skip the comparison and continue to the restart below.
Works on the test network: the usual network, its configuration or its signal at the charger is the likely cause. Ask the person managing that network to check it, then reconnect to your usual network. No charger restart is needed while the connection works.
Online through LTE-M instead: remote access is restored, but this does not confirm that the test Wi-Fi network works. You can stop if LTE-M meets your needs.
The same problem remains, or no test network is available: continue with the single restart below.
Restart once if the Wi-Fi checks have not helped
Stop charging first. Continue only if you can identify the charger’s circuit breaker, are authorised to operate it and it has not tripped. Otherwise, ask the site owner or operator to arrange the restart.
If a breaker or RCD has tripped, leave it off and contact your installer. Do the same if it trips when power is restored.
Switch the charger’s circuit breaker off for 10 seconds, then switch it back on and allow the charger to start. If the charger has already been switched off for at least 10 seconds for the current problem, skip another restart.
Check the charger’s connection status in the Easee App. If it is online and the connection remains stable, you are done. If it is still offline after these checks, use the result below to get help.
Wi-Fi reconnects but keeps dropping
If the network checks and single restart have not resolved repeated disconnections, contact Technical Support. Include the serial number, any error shown and the results of the comparison test, if you could do one.
Restore the LTE-M connection
Use this route when Wi-Fi is unavailable or you want to use the built-in mobile connection. LTE-M depends on mobile coverage at the charger’s location.
If the charger is already online through LTE-M, no recovery is needed. If it is still offline, use the recovery below once. Bluetooth is not required, and you do not need to remove an old saved Wi-Fi network.
Before switching off the charger
Stop charging. Only operate the charger’s circuit breaker if you can identify it, operate it safely and are authorised to do so. Otherwise, ask the site owner or operator to arrange the restart.
If a breaker or RCD has tripped, leave it off and contact your installer. Do the same if it trips when power is restored.
- Switch off the charger’s circuit breaker.
- Leave it switched off for at least 30 minutes.
- Restore power and note the time.
- Leave the charger powered on while the mobile connection recovers.
If the charger has already been off for at least 30 minutes for this problem, skip another restart. Count the recovery period from when power was restored.
Allow up to 24 hours for recovery
Do not repeat the restart during this period. You can continue charging if charging works.
Check the connection status in the Easee App. As soon as the charger is online, the connection is restored and you can stop. If it is still offline after 24 hours, use the result below to contact Technical Support.
The waiting period applies to the online connection. A separate power or charging problem needs the matching light or charging check above; you do not need to wait 24 hours to get help with that problem.
Is your charger online again?
Open your charger in the Easee App and check its connection status. Use the result for the route you followed.
On the charger card, WiFi or LTE-M indicates an online connection. Bluetooth indicates local access only and does not confirm that the charger is online.
Yes — your charger is online
The connection is restored. No further connection checks or restarts are needed.
No — after the Wi-Fi checks
If you have completed the applicable network checks and the single restart, contact Technical Support. Include the charger serial number, whether charging works, any error shown and the checks you completed with their results. An unavailable comparison network does not prevent you from getting help.
No — after the LTE-M recovery
If fewer than 24 hours have passed since power was restored, leave the charger powered on and allow the recovery period to finish. If it is still offline after 24 hours, contact Technical Support. Include the serial number, whether charging works and the time you restored power.