My charge point is offline or not working

A charge point sends a sign of life to Wattify every few minutes, the heartbeat. Under Charge points the Connectivity column tells you whether a charge point is online, and its detail page shows when the Latest heartbeat came in. If it stops coming, the charge point is offline and no sessions can be started or registered. Almost always the internet connection of the charge point is the cause.

• Check first
• Receiving an email when the connection drops
• The cable is stuck
• The charge point is online but does not charge
• Getting in touch

#Check first

1. Power: is the charge point switched on? Check the fuse in the fuse box.
2. Internet: does the charge point have wifi reception, is the SIM card still seated properly, is the network cable attached? Restart your router if needed.
3. Settings: is the charge point still set to the address of Wattify? That can be lost after a firmware update or a reset by the manufacturer. See Connecting your charge point to Wattify.
4. Restart the charge point: switch it off at the fuse for half a minute, or send a restart from the portal; see Actions on a charge point: unlocking the cable and restarting.

Once the heartbeat comes back, the charge point is online again and everything works as before.

#Receiving an email when the connection drops

In your profile, on the Customer data tab, fill in the Technical contact email field. Wattify then sends an email with the subject "Charging point connection lost" as soon as a charge point has not sent a heartbeat for at least one hour, and repeats that after 2, 4, 8, 16 and 32 hours until the connection is restored. When it comes back, "Charging point connection restored" follows. Shorter interruptions do not produce an email. The technical contact applies to all your charge sites together.

#The cable is stuck

The plug is locked into the charge point by an electronic latch. If the cable is stuck:

1. End the session the way it was started: with the same charge card, or in the car.
2. Unlock the car; most cars only release the plug once the car is unlocked.
3. Send Connector release from the portal to the charge point; see Actions on a charge point: unlocking the cable and restarting.
4. If that does not work: switch the charge point off for a moment and at the same time move the plug gently back and forth. That solves it in nine out of ten cases.

#The charge point is online but does not charge

Look at the status of the connector; it tells you whether the problem lies with the charge point, the car or a setting. See Connectors and their status. If a charge card is refused, check whether the card is active and linked to the right charge site; see Adding and managing a charge card. On a charge site whose management agreement has not been signed, sessions are blocked; see Signing the management agreement for a charge site.

#Getting in touch

If the charge point stays offline or the fault persists, contact your installer first; they know the hardware. Email support@wattify.be with:

• the name of the charge point as it appears in the portal;
• the moment the problem started;
• what you have already tried;
• in case of a fault during charging: the charge card and the car.