Charger offline: what to do next
Check whether charging is affected, then use the charger’s light strip to find the right next step.
Offline means the Easee App cannot currently reach the charger through Easee Cloud. It does not automatically mean that charging is unavailable. First check whether charging is affected, then rule out a known Easee incident before changing any settings.
01Check charging and the Easee system status
Whether charging still works determines if a listed service incident fully explains what you are seeing.
Rule out a known incident before changing anything
Check the current Easee system status, then follow the result that matches whether charging is affected.
Check the Easee system statusIf charging works, leave the charger and network settings unchanged, follow the status page and stop here.
Continue with Section 2 if charging is affected, the light strip is off or it shows an error colour. Choose the matching charger state.
Continue with Section 2 and choose the state you can see at the charger.
02Choose what you see at the charger
Now choose one visible state. Follow only that path; you do not need to work through the other checks.
Light strip on — charging worksCharging is available. Decide whether you need the cloud connection now.
You can wait if you do not need cloud functions now. The charger will try to reconnect automatically. If WiFi is unavailable, it retries over LTE-M; reconnection can take up to 24 hours.
If no incident is listed and you need the charger online now, start with Bluetooth.
Connect locally over Bluetooth
Enable Bluetooth, hold the touch button on the charger for at least five seconds, then connect in the Easee App. Local access works while the cloud connection is unavailable.
Open the Bluetooth guideContinue with Step 2.
Stop and contact Easee Support.
Contact Easee SupportOnly if Bluetooth connects: check what is shown under WiFi
Open the charger settings and select WiFi. The visible setting determines the correct connection path.
A connected network is shownWiFi is configured for this charger.
Reconnect the stored WiFi network
Select the stored 2.4 GHz WiFi network, enter the password again and check whether the charger comes back online.
Open the WiFi guideThe connection is restored. Stop here.
Continue with Step 4.
Only if still offline: test the local network
Restart the router and check the online status. If the charger comes back online, stop here. Otherwise, temporarily connect it to a smartphone hotspot and choose the matching result below.
The charger can connect. Stop here and contact the network administrator or internet provider. Do not restart the charger.
Continue with Step 5.
Only if the hotspot also fails: restart the connection
Continue only when no charging session is active. Switch off the charger circuit breaker for 10 seconds, switch it on again and check the online status.
No further action is required.
Contact Easee Support with the serial number and completed checks.
Find the charger serial numberContact Easee Support
No connected network is shownThe charger normally connects through LTE-M using its integrated SIM card.
Restart the LTE-M connection
Do not interrupt an active charging session. Once charging has stopped, switch off the charger circuit breaker and leave it switched off for at least 30 minutes.
Switch the charger back on
The charger starts automatically. Allow up to 24 hours for the LTE-M connection to return.
No further action is required.
Contact Easee Support with the serial number. Mention that Bluetooth worked and the 30-minute restart was completed.
Find the charger serial numberContact Easee Support
Light strip on — charging does not startCheck locally what the charger, vehicle or schedule is waiting for.
Being offline is usually not the direct cause. Connect locally to see what is preventing the charging session.
Connect locally over Bluetooth
Bluetooth works independently of the cloud connection. Once connected, open the charging status in the Easee App.
Open the Bluetooth guideCheck the status shown in the app below.
Stop and contact Easee Support. Mention that the light strip is on but Bluetooth does not connect.
Contact Easee SupportIf Bluetooth connects: match the status shown in the app
| Status | Next check |
|---|---|
| Authorization | Complete the requested authentication in the app or at the charger, then test again. |
| Schedule | Check schedules in the vehicle, Easee App and connected services. Adjust any schedule that is delaying the session, then test again. |
| Vehicle | Check the vehicle settings and charging cable, then test again.Open the charging guide |
| Error | Follow the displayed error or identify the light-strip colour.Open the light-strip guide |
After the matching check, try charging again and choose the result below.
The charging problem is resolved. If the charger remains offline and you need cloud functions now, return to the cloud connection path.
Open the cloud connection pathContinue with the full charging guide. It covers the charging problem beyond the offline status.
Open the charging guideLight strip completely offCheck the power supply and whether the charger responds locally.
This path checks whether the charger has power. Follow the steps in order and stop as soon as you reach a result.
Shared or managed installation?
If you cannot access the electrical distribution board, do not change anything there. Contact the site owner, administrator or operator. Never remove electrical covers or work on live electrical equipment.
Rule out a general power outage
Check whether other devices in the building have also lost power.
Wait until power is restored or contact the electricity provider. Do not continue with the charger checks.
Continue with Step 2.
Check the circuit breaker or RCD
Check the protective device from the outside only.
Do not reset it repeatedly. At a managed site, contact the site owner or operator. At a private installation, contact an authorised installer. Stop here.
Continue with Step 3.
Hold the touch button for at least five seconds
Listen for a sound and check whether the light strip responds. This does not require Bluetooth or a cloud connection.
The charger has power. Connect the vehicle and test charging, then choose the matching result below.
The timing of the shutdown determines which restart is safe and relevant. Continue with Step 4.
Only if the charger responds: test charging
The charger has power and can charge. If it remains offline and you need cloud functions now, return to the cloud connection path.
Open the cloud connection pathContinue with the charging guide.
Open the charging guideOnly if the charger did not respond: when did the light strip turn off?
Choose the situation that matches what happened immediately before the charger stopped responding.
While charging was activePerform the 60-minute restart.
Before restarting: Disconnect the cable from the vehicle and, if possible, from the charger. If it is locked, do not force it out.
- Switch off the charger circuit breaker.
- Leave it off for at least 60 minutes.
- Switch it back on.
- If the light strip turns on, connect the vehicle and test charging.
- If the light strip remains off, switch the circuit breaker off again.
The charger can charge. If it remains offline and you need cloud functions now, return to the cloud connection path.
Open the cloud connection pathContinue with the charging guide.
Open the charging guideIf the light strip remains off
Leave the circuit breaker switched off and contact Easee Support.
Contact Easee SupportNo charging was active, or you are unsureDo not perform the 60-minute restart.
- Switch off the charger circuit breaker.
- Leave it switched off.
If you cannot confirm that charging was active
Contact Easee Support. If several chargers are affected, also contact the site owner, administrator or operator.
Contact Easee Support