1. Why is my 11kW charger only delivering 3.7kW or 7.4kW?

• The 11kW charger needs a three-phase (400V) power supply for full output.
• If it is connected to a single-phase supply, charging is limited to about 3.7kW (16A) or 7.4kW (32A), based on wiring and current settings.
• Ask a qualified electrician to check your supply type and charger connection.

2. My EV charger won’t lock the charging gun.

• First, make sure the plug is fully pushed into your car’s socket.
• Also check the plug and socket for any dust or dirt - give them a gentle clean.
• Try restarting your charger.
• If it still doesn’t lock, the lock motor inside might be faulty. Please contact our service team for help.

3. The charger LED is blinking red. What does it mean?

• A blinking red light usually means there’s a problem, such as:
• Overcurrent (too much electricity flowing)
• Overheating
• Earth (ground) leakage
• Internal error
• Try switching the charger off and on again (power cycling). If the issue continues, please call support.

4. Why does charging stop randomly?

• This can happen due to:
• A loose cable connection
• The charger getting too hot and stopping to protect itself
• Or your car pausing or finishing the charge
• Make sure your cable is plugged in firmly, check if the area is too hot, and also see if your EV settings might be pausing it.

5. The charger doesn’t power on at all.

• Check that there is power coming to the charger:
• Look at your main breaker or fuse box—has it tripped?
• If you have an RCD (safety switch), make sure it hasn’t turned off.
• If all seems okay and it still won’t turn on, please contact an electrician or our support team.

6. Why can’t I connect to the charger via the app?

Make sure your Wi-Fi is working and the charger is within network range.
Close the app and open it again, then try reconnecting.
Also check if the app or charger firmware requires an update.

7. My schedule charging doesn’t work properly.

• Two things could be clashing:
• If both your EV and your charger have timers set, they might confuse each other. Try turning off one of them.
• Also double-check your charger’s time zone and AM/PM settings. If it still doesn’t work, your charger firmware might need updating.

8. Why is the charging session not logged or saved?

• Charging history is saved only when the charger is online.
• Make sure the charger is connected to Wi-Fi or Ethernet, then open the app and sync again.

9. How do I update firmware for my charger?

• Users cannot update the firmware of this charger through the app or website. Firmware updates are performed only by the technical support team.
• Please contact technical support and ensure the charger is online and connected to the network so the update can be completed remotely.

10. The charger overheats during charging.

• Check that the charger is installed in a well-ventilated area and not trapped inside a box.
• Avoid placing it under direct sunlight.
• If it still gets too hot, the internal components might have an issue - please contact support.

11. Charging immediately starts even though I set a timer.

• Look in your charger settings to see if “instant charge” is turned on by default. Check whether the scheduled charge time has been saved or not.
• Also check if your car’s own settings are overriding the timer. Try disabling “plug-and-charge” mode if your charger has it.

12. Why is the LED showing green, but charging isn’t happening?

A green light usually means the charger is ready, but your car isn’t drawing power. This can happen if:

• Your car battery is already full
• You’ve set a delayed start (scheduled charge)
• Or your car is just on standby

Take a look at your EV dashboard for more info.

13. The charger shows "ground fault detected."

• This means the charger found an unsafe grounding issue.
  It could be due to a wiring problem or a missing ground rod. It’s best to have a qualified electrician inspect it right away.

14. Why does the charger restart or disconnect mid-charge?

• This can happen if the power supply is unstable or voltage fluctuates. Using a surge protector or voltage stabiliser may help.
• If the problem persists, connect the charger online and contact our technical support team for further troubleshooting.

15. My 11 kW charger isn’t reaching full capacity.

• Check that your car actually supports 11 kW (3-phase) charging many EVs only accept 7.4 kW single-phase.
• Also ensure your charging cable, circuit breaker, and local grid all support 11 kW. If unsure, your installer or electrician can verify this for you.

16. My RFID card stopped working.

• If your RFID card is not working, try the following: Tap the card near the RFID reader symbol on the charger. A clicking sound indicates the reader is responding.
• If access is not granted, re-register or add the RFID card again through the charger mobile app.
• If the card is cracked, bent, or physically damaged, replace it.
• If the problem continues, please contact our technical support team.

17. Does the charger work offline?

• Yes! Your charger will still charge your car even without the internet. But things like remote monitoring, firmware updates, and viewing charging history do need an internet connection.

18. My charger is making loud clicking sounds.

• A clicking sound is normal. It happens when the charger starts or stops charging—this is just the internal relay switching on or off.
• If the clicking keeps happening over and over for no reason, it could mean there’s a fault or the relay might be wearing out. In that case, contact our support team.

19. My charger is not connecting to the OCPP server and is showing the OCPP server status as 'Disconnected'.

• This means your charger is trying to connect to the internet but can’t finish.
• Make sure your Wi-Fi or Ethernet signal is strong and working.
• Try rebooting both your charger and your router.
• If you use a firewall or special internet settings, you might need to allow (whitelist) your charger’s server address.

20. Can I use an 11kW charger with a single-phase power supply?

• Yes, but there’s a limit.
• On a single-phase supply, your charger will only give you about 3.7kW or 7.4 kW, depending on your setup.
• To get the full 11 kW operations, you’d need a three-phase (400 V) supply and a car that can accept it.

21. The charger is online, but the app shows “offline.”

• Sometimes the charger is connected to the internet, but the app still says it’s offline. Try this:
• Log out of your app, then log back in.
• Try refreshing or even reinstalling the app.
• If that doesn’t help, contact our support so we can check the server connection on our end.

22. My charger resets after a few seconds of charging.

• If your charger keeps rebooting shortly after starting, it could be because of:
• If your charger keeps rebooting shortly after starting, it could be because of:
• Voltage drops in your power supply.
• The charger is protecting itself from a problem.
• Check your power supply and breaker size, and if possible, try charging a different vehicle to see if the issue repeats.

23. I hear a beeping sound from the charger. Is that normal?

• It depends.
• Many chargers beep once to let you know about things like RFID card scans or starting and stopping a charge.
• But if it keeps beeping over and over, it usually means there’s an error.
• Look at the LED light on your charger or open your app to see if there is any fault indication.

24. Can I use an extension cord with my 11kW EV charger?

• No. Do not use an extension cord with an 11kW EV charger. These devices require a properly designated incoming breaker and correct wiring.
• Installation must be carried out by a qualified installer to ensure safety and correct operation.

25. My charging cable gets warm—is that normal?

• A little warmth is completely normal when charging.
• But if the cable gets very hot, or if you see any melting or discolouration, it could mean there’s a loose connection or the cable is worn out. Stop using it and have it checked.

26. Why is the charger rejecting the RFID card randomly?

• This usually happens if the card is slightly damaged or if you’re moving it too quickly or too far from the reader.
• Try holding the card steady and close to the reader. If it keeps happening, re-register your RFID card through the app.

27. The charging gun won’t release from the car even after stopping.

• Don’t worry, this can happen sometimes.
• Check if your car has a “manual unlock” or “connector release” option—most EVs do.
• Wait about 10–20 seconds after stopping the charge; many cars unlock the connector with a short delay.
• Press the unlock button on your EV’s smart key two or three times in a row.
• If it’s still stuck, try turning the charger off and back on again (power cycle).

28. Can I install the charger indoors (garage)?

• Yes! Installing your charger indoors, like in a garage, is actually ideal.
  It keeps the charger out of harsh weather and helps it last longer.
  Just make sure there’s enough space around it for ventilation.

29. Does the charger support load balancing with other chargers?

• Yes. Our charger supports load balancing features. Implementation requires proper grid coordination and additional components such as CTs (current transformers).
• Please consult a qualified electrician or our technical support team for correct setup and configuration.

30. How long does it take to fully charge my EV with 11kW?

• You can figure it out using this simple formula:

• Charging time (hours) = Battery size (kWh) ÷ 11 kW
• For example, if your EV has a 66kWh battery, it’ll take roughly 6 hours to charge from empty to full at 11 kW.

31. Can I change the charging current manually?

• Yes. It is possible to change the charging current manually.
• Please contact your installer or our support team to make this adjustment for you.

32. Why is my car only drawing 7 kW even though the charger is 11kW?

• That’s most likely because your EV’s onboard charger only supports up to about 7.4 kW (single-phase).
• Your charger can supply more power, but your car controls how much it takes. Check your car’s manual to see its AC charging limits.

33. Can I monitor solar energy use with this charger?

• Only if your charger is a solar-ready model and can connect with a smart meter. Some chargers can even adjust charging to use only solar power or balance it with your home’s needs. Check your charger’s features or ask our team for details.

34. Does the charger stop automatically when my EV is full?

• Yes. Your charger is smart—it automatically stops sending power when your car battery is full. Usually, the LED light will change from blinking green (charging) to a solid green or standby mode.

35. The firmware update failed — what should I do now?

• Firmware updates are performed only by the CITA technical support team. Users cannot run or retry firmware updates themselves.
• Please contact the technical support team for assistance and make sure the charger is online and connected to the network so the update can be completed remotely.

36. My charger is stuck on the “Updating Firmware” screen.

• Don’t panic—it might still be working.
• Wait at least 10 to 15 minutes before assuming it’s stuck.
• If nothing happens after that, turn the charger off and on again.
• Firmware updates are carried out only by CITA-trained technical personnel. Users should not attempt to restart or recover the update themselves.
• Please contact the technical support team and ensure the charger is online so they can check and complete the update safely.

37. Why is the mobile app not detecting the charger?

• Make sure the charger and your phone are connected to a network (Wi-Fi or Ethernet for the charger, Wi-Fi/mobile data for the phone).
• Put the charger in AP Mode — this activates automatically when you switch the charger OFF and then ON again.
• Open the app and scan for the charger again. If it is still not detected, contact technical support.

38. Charging schedule doesn’t follow the app settings.

• This happens when your car and your charger both have their own charging schedules, and they clash.
• It’s best to set the schedule on just one device—either your car or your charger.
• Also double-check that your time zone in the app is set correctly, and that your app is fully updated.

39. The app is showing “charger offline” but it is powered and ready.

• Sometimes your charger might still be running locally but lose its connection to the cloud.
• Try restarting your Wi-Fi router and then your charger.
• If you’re using a network with special firewalls, make sure your charger’s MAC address is allowed.

40. After updating the app, I lost access to my charger.

• When the app updates, it might log you out or clear old connections.
• Try pairing your charger again using a QR code.
• If your charger is part of a shared setup, ask the admin to re-add your account.

41. I see repeated “OCPP error” messages in the logs. What does it mean?

• This means there’s a problem with how your charger is talking to the CPMS server.
• Check your network connection and make sure your firmware matches the OCPP version required (like 1.6 or 2.0.1).
• If the problem persists, please contact technical support for further assistance.

42. The display (if any) shows “Software Fault”.

• This means there’s a software issue inside the charger.
• Please contact our technical support after connecting the system online.

43. My charger forgets Wi-Fi credentials after reboot.

• This could be a small firmware bug that stops your charger from saving your Wi-Fi settings.
• If the charger does not retain Wi-Fi credentials after restart, please keep the charger online and connected to the network.
• Contact the technical support team for diagnosis and resolution.

44. Why are RFID permissions reset after a firmware update?

• Some firmware updates clear local settings like RFID cards.
• If the cards are erased, simply re-pair them after the update.

45. Why is the charger’s LED stuck on solid red?

• If the LED is showing a solid red light, it means there’s a serious internal problem—like a hardware fault, short circuit, or safety relay issue.
• Don’t try to use the charger.
• Turn off the power completely and contact our technical support team. They’ll guide you on what to do next.

46. My charger trips the breaker when plugging into the car.

• If your charger keeps tripping the breaker, it could be because of a ground fault or a short inside the charger, which is drawing too much current.
• Make sure your electrical system uses the right type of RCD (usually Type A is needed for EVs).
• Also, check that your system is properly grounded. Try using another circuit to see if the problem is with the charger or your wiring.

47. The charger reboots continuously every few minutes.

• If your charger keeps restarting on its own, it might be due to low voltage, a grounding problem, or a software crash.
• Check if your incoming power supply is stable.
• If the problem is from the charger side and not from the incoming power, please contact the technical support.

48. Why is the relay clicking, but no power is delivered to the EV?

• Hearing the relay click means your charger is trying to start, but something’s blocking it.
• The relay itself could be stuck or damaged, or there might be a problem connecting to your car.
• It’s best to contact our technical support team.

49. Charging starts and stops repeatedly every few seconds.

• This usually indicates a communication (handshake) issue between the charger and the vehicle. Check the charging cable and vehicle inlet to rule out any external connection issue.
• If external causes are eliminated, please contact our technical support team to check for possible internal charger issues.

50. The charger LED stays yellow—what does it mean?

• A solid yellow LED may indicate an internal charger issue or an external fault, most commonly a grounding fault.
• Check all external electrical conditions, especially grounding and supply connections. If all external issues are cleared and the LED still stays yellow, please contact technical support to evaluate the charger fault.

51. Red light is blinking rapidly for the 11 KW charger – what does it indicate?

• This usually means there’s an issue with your incoming power, like a missing phase or voltage jumping up and down.
• If you’re on a three-phase system, make sure all three phases are active and balanced.
• An electrician can test the voltages between L1, L2, L3, and check your neutral and ground.

52. The charger heats up even when idle. Is this normal?

• It’s normal for the charger to feel a little warm, even when it’s not charging. Some internal parts, like the power supply or communication boards, naturally create a bit of heat.
• However, if it feels very hot while idle, it could mean there’s a problem, like a small internal short or something drawing power when it shouldn’t.
• Connect the charger online and contact technical support

53. How can I perform a factory reset?

• The factory reset can be done through AP Mode. - Power cycle the charger and connect the charger in AP Mode and then select factory reset to reset it.
• Keep in mind: this will erase all your settings, including Wi-Fi details, RFID cards, and charging logs.

54. There’s no audible relay click when starting a charge.

• Normally, a relay click is heard when charging starts. If there is no click, first check whether the EV is initiating the charging request.
• Observe the charger LED status during the start attempt. If the LED indication changes state but no relay click is heard, the issue may be with the charger’s internal relay.
• After checking on the EV side, if the problem continues, please contact technical support for inspection.

55. My charger only works with some EVs – why not all?

• Some EVs may not fully or correctly implement OCPP and IEC 61851 standards, which can cause handshake or communication issues with the charger.
• In many cases, this can be resolved with a firmware update. Please share the EV model details with technical support and keep the charger online so the update can be applied if required.

56. The charger charges at lower speed than expected – how can I fix it?

• There are a few reasons this happens:
• Your car’s onboard charger may only support a lower speed.
• You might only have single-phase power when your charger can do three-phase.
• Or, you may have load balancing turned on that lowers charging speed. Check these areas or contact us for help.

57. The charger restarts whenever it rains – what’s wrong?

• This often means water is getting inside the charger or cable. It could be a worn-out seal or casing, which means the waterproof rating (like IP65) is compromised.
• Check the charger body, cable gland, and look inside if possible.
• It may need resealing or replacement to stay safe.

58. Can the charger operate with generator backup power?

• It is not recommended to operate the charger on generator backup power. Generators often produce unstable voltage, harmonics, and grounding issues, which can cause faults and unreliable charging.
• Use only clean, stable, properly grounded utility power for correct charger performance.

59. What does a red LED mean?

• If your charger’s LEDs are flashing red, it usually means there’s a software fault or the charger failed a self-check.
• Check your app or manual for the exact meaning of the light. Try a soft reset first; if that doesn’t help, do a factory reset.

60. The charger doesn’t stop charging even after reaching 100%.

• Usually, your EV tells the charger to stop once the battery is full. If that doesn’t happen:
• Make sure your car is correctly reporting its state of charge (SoC).
• There could also be a minor firmware bug or a control pilot issue. If it keeps happening, reach out to us for help.

61. Can firmware updates be scheduled during off-peak hours?

• CITA EV chargers support scheduled firmware updates. You can set a preferred update window so the process runs during off-peak hours and does not interrupt normal charging use. Firmware updates are quick and typically complete within 10 minutes.
• Check the charger app or management settings to configure the update schedule.

62. Can EMI from nearby equipment affect the charger?

• Yes, strong electromagnetic interference (EMI) from things like welders, big motors, or inverters can mess with the charger’s signals.
• Keep your charger away from such equipment, use shielded cables, and ensure it’s properly grounded.

63. Why is my charger using power even when not charging?

• This is normal.
• Chargers use about 3–10 W in standby mode to stay ready and keep communication links active. If yours is using more than 20 W, it could be a fault or an inefficient model contact support if concerned.

64. The charger randomly disconnects from Wi-Fi.

• This can happen due to:
• Weak Wi-Fi signal
• Nearby devices causing interference
• Router security settings not matching (like certain encryption types)
• Try moving your router closer or setting a static IP if automatic (DHCP) settings are unstable.

65. The LED is solid green, but the EV isn’t charging.

• Solid green usually means the charger is ready, but your car hasn’t asked to start charging. Check your car’s charge schedule, battery level, or whether the cable is fully plugged in.

66. What does a flashing yellow LED mean?

• A flashing yellow LED indicates that the plug is inserted into the EV and the charger is in the preparing state. Charging has not started yet. Initiate the charging session using the mobile app or an RFID card to begin charging.

67. I hear relay clicks, but nothing happens afterward.

• The relay inside clicks to start charging, but if no power is drawn, it might mean:
• A broken cable signal line
• Faulty current sensors inside Contact support if you hear clicks but no charging starts.

68. The charging cable gets warm during use—is this safe?

• A bit of warmth is normal, especially at high power. If it’s hot to touch, check for cables that are too thin, bent connector pins, or loose plugs.

69. What is the operating voltage range of the charger?

• The charger’s input operating voltage is 400 V ±10%, which means it can operate from 360 V to 440 V..

70. The charger stopped working after a lightning storm.

• A lightning surge may have damaged internal components.
• Please check the charger’s LED status indicator. If the LED is red, perform a safe restart of the charger from the main supply or breaker.
• If the problem continues after restarting, please contact technical support for further inspection and assistance.

71. Why does the charger reboot when a car is plugged in?

• The charger may reboot when a car is plugged in if there is an issue with the vehicle or the charging cable.
• First, eliminate possible faults by testing with a different EV and a different cable (if detachable).
• This helps confirm whether the problem is coming from the car or the cable connection.
• If the charger continues to reboot after these checks, please contact technical support for further diagnosis and assistance.

72. Can high ambient temperature cause charger shutdown?

• Yes. If the temperature around the charger goes over its limit, It may stop charging to protect itself.
• If you’re in a hot climate, install the charger in the shade or a well-ventilated spot.

73. My charger draws current even when the EV is disconnected.

• If the charger is still drawing current when the EV is disconnected, it may indicate an internal short or a relay component fault. This is a safety concern.
• Switch off the incoming breaker immediately and do not continue using the charger. Arrange inspection and servicing by a qualified technician.
• If the issue still persists, please contact technical support.

74. The charger randomly resets Wi-Fi settings.

• The charger randomly resets Wi-Fi settings.
• This issue may be due to a firmware problem. Please contact technical support to update the firmware.
• For a remote firmware update, the charger must be online and connected to the network.

75. The charger won’t stop charging unless I unplug it manually.

• When a charging session is started using the app or RFID, it must be stopped using the same authentication method.
• If the charging session continues, it indicates the charger is rejecting the stop authentication.
• Please contact technical support in this case.