Easee charger is offline
Check whether charging is affected and follow the right steps to restore the connection.
If your charger shows as offline in the Easee App, it has lost its connection to Easee Cloud. This does not necessarily mean that charging is affected.
Start by checking what happens at the charger. Whether it can still charge and what you see on the light strip will tell you which checks are relevant.
Choose the situation that matches what you see and follow only that path.
01What do you see at the charger?
Choose the situation that matches what you see.
The light strip is on and charging works
Your charger is working, but its connection to Easee Cloud is unavailable.
Restore the online connectionThe light strip is on, but charging doesn't start
First check what the charger is waiting for.
Check the charging statusThe light strip is completely off
Check the power supply before troubleshooting WiFi or LTE-M.
Check the no-power pathThe light strip shows an error colour
Identify the reported condition before changing connection settings.
Check the light strip02Charging works — restore the online connection
Use this path only when the charger has power and charging still works.
First, check Easee system status
Before changing your charger or network settings, check whether Easee is currently experiencing a service disruption.
Check Easee system statusYou do not need to change your charger or network settings. Wait until the incident is resolved and check the Easee App again.
Continue with the connection checks below.
Connect to the charger with Bluetooth
Bluetooth connects directly to the charger and does not require an internet or cloud connection. Open the Easee App, connect to the charger with Bluetooth and open the charger settings.
Continue with Step 2.
Resolve the local connection first. Once Bluetooth works, return here and continue with Step 2.
Troubleshoot the Bluetooth connectionCheck the charger's WiFi settings
While connected with Bluetooth, open the charger settings and select WiFi.
Continue with Step 3.
The charger normally uses its built-in LTE-M connection.
Continue with the LTE-M pathReconnect the charger to WiFi
Select the configured network, enter the password again and allow the charger a few minutes to reconnect. Then check its status in the Easee App.
The connection is restored. Stop here.
Continue with Step 4.
Test another network
Restart your router and allow it to reconnect. If the charger remains offline, temporarily connect it to another network, such as a mobile hotspot.
The charger can connect to Easee Cloud. The problem is likely related to the original local network or router configuration.
Check WiFi and router requirementsContinue with Step 5.
Restart the charger
Do not interrupt an active charging session. Once charging has stopped, turn off the charger's circuit breaker for approximately 10 seconds, then turn it back on.
Allow the charger to start and reconnect before checking its status in the Easee App.
The connection is restored. Stop here.
Before contacting Easee Technical Support, make sure you have completed the relevant path above.
Review the Support checklist03No WiFi network is configured
If no connected WiFi network is configured, restart the charger's LTE-M connection.
Restart the LTE-M connection
Do not interrupt an active charging session. Once charging has stopped, turn off the charger's circuit breaker and leave it off for at least 30 minutes.
Switch the charger back on
The charger starts automatically. LTE-M can take longer to reconnect than WiFi, so allow up to 24 hours for the cellular connection to return.
No further action is required.
Continue to the Support checklist below.
Review the Support checklistStill offline?
Before contacting Easee Technical Support, make sure you have checked:
- charging still works
- Easee system status shows no incident
- the Bluetooth connection works
- WiFi or LTE-M has been checked
- the relevant restart has been completed
Include the charger serial number and tell us which steps you completed.
04Charging doesn't start
If the charger has power but charging does not start, check what the charger is waiting for before troubleshooting the internet connection.
Connect to the charger with Bluetooth in the Easee App and check its current charging status. Bluetooth works locally and does not require the charger to be online.
Connect to the charger with BluetoothWaiting for authentication
Charging is restricted and must be authorised before it can start.
Check access and authenticationWaiting for schedule
A charging schedule may be preventing charging from starting now.
Check the charging scheduleWaiting for vehicle
The charger is ready, but charging has not been requested by the vehicle. Check the vehicle settings and reconnect the charging cable.
Charging still doesn't startCharger reports an error
Follow the error or light-strip guidance before continuing.
Check charger errorsNone of these explain the problem
The offline status may not be the cause of the charging problem.
Troubleshoot charging05The light strip is completely off
If the charger does not respond, check whether it is receiving power before looking at WiFi or LTE-M.
Check whether there is a general power outage and whether the circuit breaker or RCD for the charger has visibly tripped.
Do not repeatedly reset a breaker or RCD that trips again
At a shared or managed site, contact the Site Owner, Administrator or operator. At a private installation, contact an authorised installer.
Power is available but the charger remains completely off:
Troubleshoot a charger with no power06The light strip shows an error colour
Identify the reported condition before troubleshooting the internet connection.
The light strip can tell you whether the charger is waiting for something or has detected a problem. Match the colour and movement to the light-strip guide.
Check light-strip colours and errors