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. Do you want to come in contact with an installer? You find a Charge Amps certified installer here.
You can find more information and troubleshooting guides in our Help Center, or contact us via our form.
Charge Amps Help Center
You’ve already got yourself a Partner account as an installer, right?
What is a Partner account?
As an installer, to be able to install, configure and manage different Charge Amps products in the best way, you need a Charge Amps Partner Account. All the more advanced installations such as setting up and configuring load balancing, require a Partner account.
How do I get a Partner account?
Charge Amps partners (CPO´s, installers) can effortlessly create a new Partner account directly within the Charge Amps Partner Portal with just a few clicks, without contacting the Charge Amps Support team.
Your request of a new Partner account must be approved. It may take up to 24 working hours before your application is completed. Keep a close eye on your email inbox (and spam folder) for update.
If your account has been approved: follow the link within the email to access the account.
If your request is rejected: please feel free to contact Charge Amps Support team to know the reason(s) and complete the Partner account setup.
Are you contacting support due to problems with registration of a partner account? Follow this link to register and receive a partner account.
Create New Partner
Migration CAPI to OCPP
We are currently implementing the transition of charger’s communication protocol from CAPI (Charge point API) to the international standard OCPP (Open Charge Point Protocol) on Charge Amps Halo and Charge Amps Aura.
Read more
Questions and answers about Charge Amps Halo
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.
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.
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 support@charge-amps.com
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 AP nearer to the charging box causing a greater distance to the next AP will yield worse results than having equal distance between access points.
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.
- 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.
- 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.
Questions and answers about Charge Amps Aura
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.
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.
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 support@charge-amps.com
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 AP 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.
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.
- 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.
- 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.
Questions and answers about Charge Amps Amp Guard
If charging is interrupted, the most common problems are as follows:
- Excessive other consumption in the system
As a partner you can see this if you go into the meter and look under the menu option “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 system. - Rotation from meter to charging box
Rotation is common either in the system 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
If Charge Amps Amp Guard loses its connection then charging will stop and the charging session will begin again, the charging will then be limited.- Check the signal strength for Charge Amps Amp Guard. This should be at least -80 dBm where -60 dBm is a very strong signal and -90 very weak.- If the Charge Amps Amp Guard 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 product is connected to. This will then remain fixed to the same AP.- Charge Amps Amp Guard 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 for the Charge Amps Amp Guard.In this case, an extender/repeater is also a solution to this problem. Install it with a different SSID than the rest of the network and only 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 is interrupted when the vehicle receives too little current.
If charging doesn’t start as it should, the most common problems are as follows:
- Excessive other consumption in the system
As a partner you can see this if you go into the meter and look under the menu option “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 system. - 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. - Rotation from meter to charging box
Rotation is common either in the system 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.
If charging does not take place as expected, then the following may be the cause
- Meter offline
If your meter has gone offline, then the car will be able to charge on all phases but with limitations. - Excessive load
If the system has excess consumption and the charging box is load balanced, then 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. - Incorrect settings
There is a risk that load balancing is incorrectly installed. If you feel uncertain as an installer, then Charge Amps has an online training course for installers. See the course at: https://www.chargeamps.com/charge-amps-installer-training/ along with several guides which are distributed in when partner accounts are created. If you are missing these, then please contact Charge Amps Support at support@charge-amps.com
If the Charge Amps Amp Guard is offline, then 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 Amp Guard goes offline occasionally, then check the signal strength. 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 Amp Guard is connected via an extender/repeater check that it has a good signal strength at its AP (access point). - Mesh network
If the system has a mesh network, this may mean that units connected to it may struggle to stay connected to the access point that has the best signal strength. One workaround for this is to use an extender/repeater with a different SSID than the rest of the network so Charge Amps products remain fixed on that.With wireless mesh networks it is important that the access points (AP) are evenly distributed. Placing an AP closer to the charging box and then having a greater distance to the next AP will provide worse results than having equal distance between access points.
- Power
Charge Amps Amp Guard is powered from the meter cabinet to the terminal block on the Charge Amps Amp Guard. From a C10a to L1 and N on the connection block or 3 x C10 to L1, L2, L3 and N if the customer has solar cells. - Solar cells
You must connect all phases in Charge Amps Amp Guard and tick that the installation uses solar cells under “current meter” in the partner account.
- Configuration
You need a partner account for this. Create an account at my.charge.space without registering yourself to the charging box. Then send an email to support@charge-amps.com containing:- Company name
– Address
– Email address (and what email address you used when you created an account at my.charge.space)
– Telephone number
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.
Become a certified Charge Amps installer by taking Charge Amps’ e-learning courses
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