Support

Support

SUPPORT

What do you need help with?

If you purchased your product through a reseller/distributor, you should first contact the company from which you purchased the product.

You will find frequently asked questions and answers in our FAQ section below. If you do not find the answer to your question, please don’t hesitate to contact us using the form further down the page.

FAQ

Questions and answers about Charge Amps Halo

Charging interrupted

If charging is interrupted the most common problems are:

  • Excessive other consumption in the unit
    As a partner you can see this and look at the meter under the menu “meter”. This shows the consumption charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.As the end user you can ask your partner to access the charts from your meter to see the consumption in your unit.
  • Rotation from meter to charging box
    Rotation is common either in the unit or during installation. You can identify the problem by deactivating the load balancing and then opening the charging box and setting to single phase. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than that where charging should be taking place then some rotation is occurring somewhere.
    Check that the incoming L1, L2 and L3 is consistent with the incoming L1, L2 and L3 in the charging box.
    Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.
  • Connection
    When Charge Amps Halo is load-balanced but connection is lost, charging will be interrupted and restarted in an “offline state”. This is because the charging box and the load balancing can no longer communicate.- Check the signal strength to the charging box and meter. This should be at least -80 dBm where -60 dBm is a very strong signal and -90 very weak.- If the charging box is connected via an extender/repeater, check that this has a good signal to its AP (access point).

    – If the customer has a mesh system, it may mean that Charge Amps products struggle to focus on the AP with the best signal strength. The easiest workaround for this problem is to install an extender/repeater with a different SSID which only the Charge Amps Halo is connected to. This will then remain fixed to the same AP.

    – Charge Amps Halo only works on 2.4 GHz meaning that networks which transmit both 2.4 and 5 GHz on the same SSID may be a problem.

    An extender/repeater is also a solution to this problem. Install it with a different SSID than the rest of the network and set it to 2.4GHz.
    Alternatively, remove the 5 GHz frequency from the network if you don’t need it. 5G has faster speeds but a shorter range. However most manage with the speeds at 2.4 GHz frequency.

  • Lowest current too low
    All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging cannot commence.
Charging does not start

If charging doesn’t start as it should, the most common problems are:

  • Excessive other consumption in the unit
    As a partner you can see this and look at the meter under the menu “meter”. This shows the consumption charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.As the end user you can ask your partner to access the charts from your meter to see the consumption in your unit.
  • Lowest current too low
    All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging will not commence.
  • Schedule
    If charging fails to start according to schedule the reason may be as follows:- The charging box loses connection and is unable to collect the scheduling information from Charge Amps Cloud.- You have a Volvo plug in hybrid. There is a problem with Volvo plug-in hybrids which don’t activate according to schedule.

    Older Volvo plug-in hybrids which are Sensus-based can add a programme in the Volvo on call app.
    Unfortunately, it doesn’t work with a Google-based hybrid. You can work around this problem with an iPhone with mha function. Automate a shortcut to open the Volvo app at certain times overnight to “awaken” the vehicle.

    – Check that the socket is set per the schedule. A red clock symbol clock.

  • Rotation from meter to charging box
    Rotation is common either in the unit or during installation. You can identify the problem by deactivating the load balancing and then opening the charging box and setting to single phase. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than that where charging should be taking place then some rotation is occurring somewhere.
    Check that the incoming L1, L2 and L3 are consistent with the incoming L1, L2 and L3 in the charging box.
    Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.
  • Installation
    Check that nothing is kinked anywhere.

    • Check that the socket is “on” and not “off” as well as that the programme is off if it shouldn’t be activated.
    • Check that the RFID lock is not on unless it should be.
    • If RFID should be activated and the charging box is load balanced, check that RFID is configured correctly in the admin interface. RFID must be connected to a user and a charging box.
Limited charging

If charging does not take place as expected the following may be the cause

  • Offline charging box
    If your Charge Amps Halo is load balanced and has lost connection it will only be able to be charged on one phase and at a limited speed.
  • Meter offline
    If your meter has gone offline, you will be able to charge on all phases but with limitations.
  • Excess loading
    If the unit has excess consumption and the charging box is load balanced, charging will be limited. If you are unable to view your consumption as the end customer, you can ask your partner for access to view this.
  • Incorrect information on vehicle model
    It is not uncommon that the vehicle model doesn’t charge as the user expected.
    You can find most electric vehicle models and charging details onhttps://ev-database.org/. If you cannot find the information needed, contact your vehicle manufacturer.Plug-in hybrids usually charge on single phase. Certain ones can charge on 2 phase but none charge on 3 phase.
  • Installation error
    There is a risk that load balancing is incorrectly installed. If you are unsure about installation Charge Amps offers an online training for installers: https://www.chargeamps.com/charge-amps-installer-training/ along with several guides which are distributed in when partner accounts are created. If this is missing, contact support on [email protected]
Connection

If the charging box is offline check the following:

  • WiFi configuration
    If it says “Offline since” and a date before installation, this is the date of testing in production. This means that it has either never been configured to WiFi or that this has been unsuccessful.
  • Signal strength
    If Charge Amps Halo goes offline occasionally, check the signal strength to the charging box and meter. It should be at worst around -80 dBm where -60 dBm is very good signal strength and -90 is very poor.
  • Access point
    If Charge Amps Halo is connected via an extender/repeater check that it has a good signal strength at its AP (access point).
  • Mesh network
    If the unit has a mesh network, this may mean that units connected to it may struggle to stay connected where the signal is best. One workaround for this is to use an extender/repeater with a different SSID than the rest of the network so Charge Amps produce remain fixed on that.With wireless mesh networks it is important that the access points (AP) are evenly distributed. Siting an AO nearer to the charging box causing a greater distance to the next AP will yield worse results than having equal distance between access points.
Installation

If the charging box doesn’t start, investigate the following:

  • Cabling
    Check that all cabling is sitting as it should.
  • LED card
    If the charging box doesn’t start, you can try disconnecting the circuit board from the lower LED lamp from the main circuit board. If this fails, it can disturb the main circuit board.
Cloud
  • Restrictions
    If the charging box is not load balanced it may need to be restricted to avoid over loading. This is done in the user interface, either at my.charge.space or in the Charge Amps app.

Other

  • Schuko
    Schuko can only be used when charging is not underway and usage is lower than 10 A.If the charging box is load balanced, 10 A must be accessible in order to use the schuko. In the load balancing group, “socket activated” must be selected for the socket to be used.
FAQ

Questions and answers about Charge Amps Aura

Charging interrupted

When charging is interrupted, the most common problems are:

  • Excessive other consumption in the unit
    As a partner you can see this and look at the meter under the menu “meter”. This shows the usage charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.As the end user, you can ask your partner to access the charts from your meter to see the consumption in your facility.
  • Rotation from meter to charging box
    Rotation is common either in the facility or during installation. You can identify the problem by deactivating the load balancing and then opening the charging box and resetting to single phase. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than that where charging should be taking place then some rotation is occurring somewhere.
    Check that the incoming L1, L2 and L3 is consistent with the incoming L1, L2 and L3 in the charging box.
    Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.
  • Connection
    When the charging box is load-balanced but connection is lost, charging will be interrupted and restarted in an “offline state”. This is because the charging box and the load balancing can no longer communicate.- Check the signal strength to the charging box and meter. This should be at least -80 dBm where -60 dBm is a very strong signal and -90 very weak.- If the charging box is connected via an extender/repeater, check that this has a good signal to its AP (access point).

    – If the customer has a mesh system, it may mean that it is difficult for units to focus on the AP with the best signal strength. The easiest workaround for this problem is to install an extender/repeater with a different SSID which only the charging box is connected to. The charging box then remains connected to the same AP.

    – Charge Amps Aura only works at 2.4 GHz. Therefore networks which transmit both 2.4 and 5GHz from the same SSID may cause problems. It can connect to both but only receive internet access on the 2.4 GHz network.

    An extender/repeater is also a solution to this problem. Install an extender/repeater with a different SSID than the rest of the network and set it to 2.4GHz only. Alternatively, remove the 5 GHz frequency from the network if you don’t need it. 5G has faster speeds but a shorter range. However most manage with the speeds at 2.4 GHz frequency.

  • Lowest current too low
    All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging is interrupted when the vehicle receives too little current.
Charging does not start

If charging doesn’t start as it should, the most common problems are:

  • Excessive other consumption in the unit
    As a partner you can see this and look at the meter under the menu “meter”. This shows the usage charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.

    As the end user, you can ask your partner to access the charts from your meter to see the consumption in your facility.

  • Lowest current too low
    All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging cannot commence.
  • Charging cable
    A red light on the socket means it is likely that the charging cable could not be fully secured into the socket. This can be due to various factors – poorly designed cable, solenoids (locking mechanism) stuck out of position or you haven’t been thorough enough with the connection.To increase the chances of the cable locking into Charge Amps Aura:

    – First connect the charging cable to the vehicle.
    – Unlock Charge Amps Aura with RFID or Charge Amps App if used.
    – Connect the cable to Charge Amps Aura, push in firmly and slightly upwards.

  • Circuit breakers and fuses
    A red light on the socket can also mean that the internal circuit breaker has failed.
  • Pilot cable
    If charging fails to start an no charging session can be seen in Charge Amps Cloud, the pilot cable may have come out. The pilot cable is a red/black cable with white connection which connects the socket to the top of each circuit board.
  • Schedule
    If charging fails to start according to schedule the reason may be as follows:- The charging box loses connection and is unable to collect the scheduling information from Charge Amps Cloud.
  • You have a Volvo plug-in hybrid. There is a problem with Volvo plug-in hybrids which don’t activate according to schedule.Older Volvo plug-in hybrids which are Sensus-based can add a programme in the Volvo on call app.

    Unfortunately, it doesn’t work with a google-based hybrid. You can work around this problem with an iPhone with mha function. Automate a shortcut to open the Volvo app at certain times overnight to “awaken” the vehicle.

    – Check that the socket is positioned according . A red clock symbol clock.

  • Rotation from meter to charging box
    Rotation is common either in the unit or during installation. Identify the problem by activating load balancing and then in the charging box, select single phase.. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than the charging selected then some rotation is occurring somewhere. Check that the incoming L1, L2 and L3 is consistent with the incoming L1, L2 and L3 in the charging box. Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.
  • Installation
    Check that nothing is kinked anywhere.- Check that the socket is “on” and not “off” and that the “programme” is off if it shouldn’t be activated.

    – Check that the RFID lock is off unless it should be on.

    – If RFID should be activated and the charging box is load balanced check that RFID is configured correctly in the admin interface. RFID must be connected to a user and a charging box.

Limited charging

If charging does not take place as expected the following may be the cause:

  • Offline charging box
    If your Charge Amps Aura is load balanced and has lost connection it will only be able to be charged on one phase and at a limited speed.
  • Meter offline
    If your meter has gone offline, you will be able to charge on all phases but with limitations.
  • Excess loading
    If the unit has excess consumption and the charging box is load balanced, charging will be limited. If you are unable to view your consumption as the end customer, you can ask your partner for access to view this.
  • Incorrect information on vehicle model
    It is not uncommon that the vehicle model doesn’t charge as the user expected.
    You can find most electric vehicle models and charging details onhttps://ev-database.org/. If you cannot find the information needed, contact your vehicle manufacturer.Plug-in hybrids usually only charge on single phase, certain ones can charge on 2 phase but none charge on 3-phase.
  • Installation error
    There is a risk that load balancing is incorrectly installed. If you are unsure about installation Charge Amps offers an online training for installers: https://www.chargeamps.com/charge-amps-installer-training/ along with several guides which are distributed in when partner accounts are created. If this is missing, contact support on [email protected]
Connection

If the charging box is offline check the following:

  • WiFi configuration
    If it says “Offline since” and a date before installation, this is the date of testing in production. This means that it has either never been configured to WiFi or that this has been unsuccessful.
  • Signal strength
    If the charging box goes offline occasionally, check the signal strength to the charging box and meter. It should be at worst around -80 dBm where -60 dBm is very good signal strength and -90 is very poor.
  • Access point
    If the meter is connected via an extender/repeater check that it has a good signal strength at its AP (access point).
  • Mesh network
    If the unit has a mesh network, this may mean that units connected to it may struggle to stay connected where the signal is best. One workaround for this is to use an extender/repeater with a different SSID than the rest of the network so the product remains fixed on that.With wireless mesh networks it is important that the access points (AP) are evenly distributed. Siting an AO nearer to the charging box causing a greater distance to the next AP will yield worse results than having equal distance between access points.
  • LTE
    If Charge Amps Aura is an LTE version this must be fitted with a SIM card. Check that the SIM card is activated and doesn’t require a PIN code. Check the modem shows the signal strength and “3G” or “4G”.
    If it still doesn’t work test on a mobile is you are able to ascertain that it is working properly.
  • LAN
    If you connect Charge Amps Aura via LAN cable this can be ”plug and play”. If the charging box doesn’t come online itself, the network may need to be adjusted.
Installation

If the charging box doesn’t start, investigate the following:

  • Cabling
    Check that all cabling is sitting as it should. Check that the flat cables have not come out at either end.If charging fails to start an no charging session can be seen in Charge Amps Cloud, the pilot cable may have come out. The pilot cable is a red/black cable with white connection which connects the socket to the top of each circuit board.
Cloud
  • Restrictions
    Charge Amps Aura comes preinstalled with 2 x 32 A meaning that you may need to restrict the max current to the charging box if it isn’t load balanced. This requires an organisation to be created for the customer, add the charging box to the organisation and then look at the power settings in the charging box and enter “feed current” matching the amperage the charging box is fused for.
Other
  • Lock
    If the lock just spins and the cover can’t be opened you may need to press the front of Charge Amps Aura just above the lock at the same time as turning the key.
WARRANTY

Charge Amps Warranty

Our products are produced with intelligent software and technology in focus. Therefore, you can expect that Charge Amps products will last longer. We are so sure about the durability of our products that we offer a 3-year warranty on all our products. There is also the option to extend the warranty on Charge Amps products by two years and get a warranty that is five years in total. This means your investment is even more secure. This applies to new customers and for already installed products, as long as it is done during the warranty period.

Read more about our warranty policy.

Charging station Charge Amps Aura
Charge Amps Academy

Become a certified Charge Amps installer by taking Charge Amps’ e-learning courses

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WE BELIEVE IN PROPER SUPPORT

Assistance from Charge Amps support technicians

You will be assisted by a Charge Amps support technician. You can expect to receive professional assistance with your case and to be provided with a case number.

If your unit does not operate as expected, return it marked with your case number to your approved RMA reseller or local reseller – as indicated in the instructions in your support case.

Your approved Charge Amps RMA partner will repair or exchange the unit and return it to you. Alternatively your local reseller may send the defective unit to their distributor, and they will send the unit to Charge Amps to be repaired or exchanged. You will get back a fully functional unit.

Read more about Charge Amps support and RMA handling.

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