1. Why isn’t my 22kW charger delivering full-speed charging?

• To get the full 22kW, you need a 3-phase AC Power circuit and a car that can take 22kW charging.
• If you only see 7.4 kW or 11 kW, it’s usually because:
• Your car doesn’t support 22kW charging.
• Your building doesn’t have a full 3-phase supply.
• Load balancing is reducing the power.
• The charging cable is rated for lower current, so the charger limits power to prevent overheating, which could otherwise cause the cable to get hot or melt.

2. My charger shows a solid red LED or Flashing – what does that mean?

• A red LED indication signals a serious charger fault.
• This can occur due to incoming power circuit issues such as over/under voltage, over/under frequency, a DC leakage alarm, or charger-side conditions like overheating.
• Please try restarting the charger by switching the incomer MCB off and then on again.
• If the red indication remains after restart, connect the system online and contact technical support for further diagnosis and resolution.

3. Why does charging start but then stop after a few seconds?

• This usually happens when charging conditions are not met or a control setting interrupts the session.
• Action:
• Check the app and the vehicle to ensure scheduled charging is disabled
• Verify the input voltage and earthing are within acceptable limits
• Restart the charger and try again
• If the issue persists, please contact technical support.

4. The charger doesn’t connect to my Wi-Fi or Ethernet.

• Check if your Wi-Fi signal is strong or if your Ethernet cable is working.
• If automatic (DHCP) doesn’t work, try setting a static IP.
• Make sure your internet firewall allows charger communication ports.
• Restart both the router and the charger. Then connect the charger in AP mode and reconfigure the Wi-Fi settings in the charger.
• If the problem persists after reconfiguration, please contact technical support for further assistance.

5. Why is my EV not locking into the charging gun?

• The locking pin might be stuck or misaligned.
• Check the plug for dirt or small objects.
• If it’s flashing red with a beep, call for service.

6. My charger keeps rebooting randomly – what’s the cause?

• This could be from power fluctuations, outdated software, or overheating.
• Make sure your firmware is up to date. If the problem continues, reach out to us.

7. Can the 22kW charger run from a single-phase supply?

• No, 22kW chargers need a 3-phase supply.
• On single-phase, it will drop to about 7.4kW. Always make sure your supply matches what you want.

8. The LED is blinking yellow constantly – what does that mean?

• It means your charger is waiting for your car to connect properly.
• If it stays like this, check your charging cable and make sure it’s fully plugged in.

9. Can I update the firmware myself?

• No. Firmware updates can be done only by the authorized technical team from the factory.
• Please contact technical support for assistance.

10. The cable is getting hot while charging. Is that normal?

• It’s normal for the cable to get a bit warm.
• But if it’s too hot to touch, stop using it. The cable might be damaged or not rated for your charger’s power.

11. Why is the charging session not recorded in the app?

• Your charger may have lost internet temporarily.
• Check your Wi-Fi or network, then wait—it might sync later.

12. My charger shows “Insulation Resistance Too Low”—what does it mean?

• The charger tests for safety before it starts.
• This message often means there’s moisture or damage.
• Do not use it until it’s been checked.

13. Why does my charger make a loud “clunk” when starting?

• That’s the relay inside turning on to start charging. It’s normal.
• If it keeps clicking or is unusually loud, get it checked.

14. Can the charger handle charging in rain or snow?

• Yes, your charger is built to work in rain or snow — as long as it’s installed correctly and has an IP54 rating or higher. Just make sure:
• The cable entry points and seals are secure.
• There’s no standing water or puddles near the charger base, as water can creep into connectors.

15. Is the charger safe for outdoor installation in direct sunlight?

• Yes, it’s safe. But long hours of direct sun can heat it up too much. If possible, install it in a shaded area or use a ventilated cover. chargers have built-in sensors that reduce charging power if they get too hot.

16. Why is there a delay between plug-in and charging start?

• When you plug in, the charger does a quick series of checks to keep things safe:
• Detects the EV
• Runs safety self-tests
• Checks insulation & grounding
• Engages the relay (internal switch), This takes 5 to 15 seconds — totally normal.

17. My charger has no output but all lights are normal – what’s wrong?

• It could be:
• A damaged current sensor or relay.
• A setting that’s disabling charging. Check your app or management portal to see if charging is paused, or if there are special permissions set. Otherwise, call support.

18. Can I still charge if the Wi-Fi is disconnected?

• Yes! Your charger can still charge your car even without internet. But cloud features (like remote start/stop or logs) won’t work. It’s completely safe to use in offline mode.

19. Why does charging stop after exactly 30 minutes?

• Your charger or its backend may have a timeout set.
• Check in the charger’s app or installer settings to see if there’s a 30-minute limit.
• It could also be a rule set by your charging network. Adjust settings if you want longer sessions.

20. I scanned my RFID but charging did not start – why?

• Possible reasons:
• Your RFID tag isn’t registered.
• There’s a backend connection issue.
• The tag wasn’t flat on the scanner. Try scanning again or use another RFID. Check in your app or with your network to make sure your tag is allowed.

21. My EV starts charging, then suddenly stops after a loud click.

• That “click” is the charger turning off to protect itself. Could be due to:
• A power surge
• Overheating
• A ground fault Check your charger’s app or log to see the exact cause. If it happens again, get it checked.

22. The charger fails to authenticate on the OCPP backend.

• Make sure your charger ID matches the one on your backend portal.
• Check the server address, port, and that the OCPP versions line up.
• Your internet should be stable.
• contact technical support to see if there is any issue in the charger side.

23. Does my charger support load balancing across multiple units?

• Yes! Your charger can share power with other chargers if it’s set up that way. To do this, it needs:
• Proper software settings and wiring (master-slave system).
• CT sensors to monitor the main grid load.
• Firmware that supports load balancing (DLB or EMS).
• Check your manual or ask your installer to check on the feasibility of implementing it.

24. Why does the charger randomly switch between 3.7kW, 11kW, and 22kW?

• This may be due to the EV itself.
• Based on battery condition and charging stage, the EV can automatically reduce or change the power it requests from the charger.
• This is normal behavior.

25. My EV disconnects and reconnects repeatedly during charging.

• This might happen because of:
• A loose cable or plug.
• The charging connector is overheating.
• A signal issue between the car and charger.
• A small software bug on the EV side.
• Try a different cable or another car to see where the problem is.

26. Can the charger be locked to prevent public use?

• Yes, absolutely. You can secure it by using:
• RFID cards or fobs.
• Authentication through your mobile app.
• Or scheduled access rules via the backend system.
• Talk to your installer to set this up.

27. The LED light is solid green, but the EV is not charging—why?

• A solid green usually means the charger is ready but not charging yet.
• This could be because:
• Your EV battery is already full.
• You set a delayed charging schedule in your car.
• The cable isn’t pushed in all the way.
• Unplug it and plug it back in firmly, then check your EV’s settings.

28. How do I verify that all 3 phases are working correctly?

• Use a multimeter to measure voltage between L1-L2, L2-L3, and L3-L1. Each should be about 400V.
• Some chargers show real-time current on each phase on their display or in the app. This helps confirm your 3-phase power is balanced.

29. The charger only draws from one phase – why?

• Could be due to:
• Your EV only supports single-phase charging.
• The cable is rated for single-phase only.
• Or the wiring has a phase rotation issue.
• Check if both your car and charger support full 3-phase charging.

30. Why is there a delay in stopping the charge when I unplug?

• Charging stops immediately when the cable is unplugged.
• There is no intentional delay - once charging ends, the connector unlocks automatically.
• If the charger does not behave as described, inspect the unit or contact an authorised service provider.

31. The charger resets every few hours—is this normal?

• No, unless your charger was set to reboot on a schedule.
• Otherwise, it might be:
• An internal safety reset (watchdog error).
• A small firmware glitch.
• Or any internal charger issue, please contact technical support.

32. Can I limit the charger to 11kW manually for safety?

• Yes, this is possible.
• You can limit the charger to 11 kW by connecting the charger to AP mode and adjusting the current rating settings accordingly. Alternatively, the limit can be set through an internal PCBA adjustment.
• ⚠️ Important: Any hardware or internal adjustments must be carried out only by factory-authorised personnel for safety and warranty reasons.

33. Why is the OCPP server rejecting my charger registration?

• This often happens if:
• Your charger ID is already registered.
• The OCPP version doesn’t match the server (like 1.6J vs 2.0.1).
• Or the server doesn’t support your authorization mode. Check with your charging network provider to fix this.

34. Is there a way to restart the charger remotely?

• Yes, you can restart the charger by entering AP mode and selecting the restart icon in the configuration interface.
• Be careful not to reboot the charger during an active charging session, as this can interrupt the process and may lead to charging errors.

35. I changed my Wi-Fi, and now charger won’t connect – how do I fix it?

• Power restart the charger by switching the input breaker OFF and ON.
• Then put the charger in AP mode and re-configure the charger Wi-Fi settings using the new network details.
• If it still doesn’t connect, contact technical support.

36. Why does the charging session stop during rain or high humidity?

• If water gets into the connectors, the charger may stop to stay safe.
• If water gets into the connectors, the charger may stop to stay safe.
• If needed, a bit of dielectric grease on the pins helps keep moisture out.

37. Why does the EV connector feel hot after charging?

• A little warmth is normal after charging at high power. But if it’s very hot:
• The pins may be corroded or worn.
• The cable might be too small for your charger.
• Or the plug isn’t seated tightly. Stop using it and replace damaged parts right away.

38. Why is the charging time much longer than expected?

• It could be because:
• Your EV is limiting the speed (due to battery temperature or state of charge).
• Your charger is set to a lower power level (like 16A instead of 32A).
• Only one phase is active instead of three.
• Or your system is load balancing. Compare what the charger app shows versus your car’s display.

39. Can I install this charger on a TN-C or TT grounding system?

• Yes, our chargers can work on TN-C, TN-S, and TT systems as long as:
• They have the right protection devices (like Type B or Type A RCD + 6mA DC detection).
• Your installer follows local electrical codes. Always double-check your installation manual and local rules.

40. The charger fails only with one specific EV – why?

• Some cars (like older Renaults or certain Hyundais) use slightly different charging handshake steps.
• A firmware update might add support for these quirks.
• Try charging another EV to confirm it’s specific to that car.

41. Why does my app show “In use” even when not in use?

• The last session may not have ended properly, or the backend is still reserving that charger.
• Try resetting your charger or clear the session using your admin panel.

42. Can I safely install this charger near metal fencing or structures?

• Yes, just make sure:
• Metal fences and other conductive parts are properly grounded.
• You avoid creating ground loops or interference with signal lines.

43. The charger randomly reboots after starting a charge—what causes this?

• This can happen if:
• There’s a firmware bug that crashes the system.
• The charger’s internal power supply overloads.
• Or the breaker connection is weak.
• Please contact technical support team to update the firmware and resolution of this issue.

44. Why is there a burnt smell from the charger during use?

• This is serious. It could mean something inside (like a capacitor or contactor) is overheating or damaged.
• Turn off the power immediately.
• Have it inspected by a technician before using it again.

45. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 2 times → Yellow 1s (repeating)?

• This pattern indicates a system fault caused by excessive heat buildup inside the charger. Overheating can occur due to high ambient temperature, poor ventilation, prolonged full-load charging, or internal component stress such as frequent relay switching.
• Stop charging immediately and allow the charger to cool.
• Check that the unit has proper airflow and is not installed in a hot, enclosed area.
• If the temperature is high, use the charger during cooler evening or night hours.
• If the fault continues, it may be an internal component issue — contact technical support.

46. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 1 time → Yellow 1s → Red flash 3 times (repeating)?

• This LED sequence indicates a protection fault such as overload, over-current, or DC leakage alarm.
• Over-current can happen when the EV requests more current than the configured limit.
• A DC leakage alarm may occur when DC harmonics return from the vehicle to the charger. Stop charging and check the EV for possible electrical issues.
• Do not continue charging until the cause is identified.

47. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 4 times → Yellow 1s → Red flash 2 times (repeating)?

• This indicates an overvoltage alarm.
• The incoming AC supply voltage is exceeding the nominal allowed level, usually due to grid fluctuations.
• If it was a short voltage spike, the charger may return to normal after a hardware reset (power cycle the unit).
• If overvoltage continues, do not use the charger under these conditions.
• Contact your electricity distribution company or use a voltage stabilizer to bring supply back to the proper range.

48. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 2 or 3 times → Yellow 1s → Red flash 3 times (repeating)?

• This pattern indicates an over-frequency or under-frequency grid alarm.
• The incoming supply frequency is outside the acceptable operating range.
• This can cause relay chattering and unstable charger operation.
• The issue must be corrected by the utility provider.
• Avoid using the charger until the grid frequency returns to normal.

49. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 5 times → Yellow 1s → Red flash 2 times (repeating)?

• This indicates CT meter phase loss.
• One of the three AC supply phases may be missing.
• Check that all three input phases are available and properly connected.
• If the AC supply is correct, the issue may be due to an internal CT fault in the charger. Contact technical support for inspection.

50. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 5 times → Yellow 1s → Red flash 1 time (repeating)?

• This indicates an energy meter fault.
• Possible causes include loose input wiring, swapped phases, CT saturation, or inaccurate readings due to grid or vehicle harmonics.
• First check all external wiring and connections. If no external issue is found, the charger CT or metering circuit may need service.
• Contact technical support.

51. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 3 times → Yellow 1s → Red flash 1 time (repeating)?

• This indicates abnormal Control Pilot (CP) voltage.
• The CP signal may be unstable due to cable or connector damage, corrosion, broken CP wire, or poor connector mating between the EV and charger.
• Inspect the charging cable and connector carefully. If the cable and connector are in good condition, the issue may be internal — contact technical support.

52. Why is the charger LED showing: Red 3s → Yellow 1s → Red flash 3 times → Yellow 1s → Red flash 4 times (repeating)?

• This indicates a cable lock abnormality. The electromechanical locking system that secures the charging connector is not operating correctly.
• Check for dust, debris, or foreign objects in the connector and lock area.
• If the lock mechanism is faulty or not engaging/releasing properly, contact technical support for repair.