My charger is offline, what should I do?

  • Updated

If your charger is offline, it means it currently isn’t connected to our cloud service.

This usually happens because the charger is in a spot without mobile coverage (4G) and needs a WiFi connection to communicate with the Easee app and Easee Control.

For guidance on connecting to WiFi, please see Connect your charger to WiFi. 

My charger was previously connected to WiFi but recently lost connection. Why?

When your charger is connected to a strong and stable WiFi signal (-75dB), the cellular connection (4G) will automatically pause. If the WiFi connection is lost, the charger will switch back to the cellular connection and try to reconnect.

Note

It may take up to 24 hours for your charger to reconnect to our Cloud via 4G. If it takes longer than expected, resetting the fuse (circuit breaker) can often help bring the charger back online within minutes. 

Just turn off the circuit breaker for 10 seconds, then turn it back on.

To check if there’s an issue with your WiFi settings, we recommend trying to connect your device to a different local network.

You can do this by creating a hotspot with your smartphone, or by connecting to your charger via Bluetooth .

If the problem continues and you can’t connect to any WiFi network, please get in touch with our support team for further assistance.

My charger is offline, and the LED is completely black. What should I do?

If the LED strip on the charger is off, it might mean the charger has no power.

If there’s no light on the LED strip, please follow these steps:

  1. Press and hold the touch button (the small dot above the LED strip). This should normally make a confirmation sound and light up the LED strip. If nothing happens, move on to the next step.
  2. If the LED light remains off, turn off the charger’s circuit breaker for at least 60 minutes.
  3. After 60 minutes, turn the circuit breaker back on and see if the LED light comes back on.
  4. If the issue persists, please contact support. They may ask you to consult a certified electrician to measure the voltage between T2 and T3 to ensure your device is wired correctly and receiving power.

Additional Troubleshooting Tips

  • Make sure your WiFi network is working properly and has a strong signal near the charger.
  • Check if there’s a power outage in your area that might be affecting the charger.
You can still charge your vehicle even if your charger is offline. See Can I charge my car if my charger is not connected to the Internet? 

If your device is completely powered off, please contact our support team and we’ll be happy to help.

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