If your charger looks to be offline, or something on your charger display doesn’t look right, powercycling is the best place to start.

Jump to:

• Why is my charger offline?
• How do I powercycle my Ohme charger?
• How do I find my charger’s breaker switch?
• How do I check if my charger is back online?

Why is my charger offline?

While Ohme should always stay online, there are situations that may result in the charger losing connectivity. These may include:

• A decrease in 4G connectivity in the area
• Completion of an update to the latest firmware
• The charger’s breaker switch has been turned off or has tripped (i.e. no power is running to the charger)

If you find that your Ohme charger is offline, a powercycle should help the charger in coming back online.

How do I powercycle my Ohme charger?

Follow these steps to powercycle your charger and bring it back online:

1. Unplug the charger from the vehicle
2. Switch the electricity supply to your charger off at its dedicated breaker switch (see below)
3. Keep the power off for 15min to drain any remaining power from the charger.
4. Switch the power on again

Your Ohme charger should then reboot and come back online, performing any required updates.

Note: Ohme Go chargers are unplugged after every use, so they shouldn’t require a powercycle. If your Ohme Go charger is offline or having trouble connecting to the server, please contact the Ohme Team.

How do I find my charger’s breaker switch?

Your Ohme charger will either be fitted with a stand-alone breaker switch (shown opposite) or be fitted into your home’s main fuse box. Your installer will likely have labelled the charger’s switch with something similar to “EV charger”.

How do I check if my charger is back online?

Check My Charger in the app

You can check if your charger is online via the Ohme app:

1. Navigate to the My Charger page

2. Check for the charger status to be Online with a green dot at the top of the page.

If you do not have the Ohme app installed on your phone, you can check the connectivity on the charger itself:

• Ohme Home: When the charger is online, you will see a small pair of arrows in the top right corner of the charger display.
• Ohme Home Pro: When the charger is online, the charger display will not show the “Connecting to the internet” screen, or other statuses such as “Scanning cell towers” or “Trying to reconnect”.
• Ohme ePod: When the charger is connecting to the Ohme server, the rightmost LED will blink orange and when the charger is online, the left part of the LED bar will be solid green. 

Delay Charging on Home Pro

If an Ohme Home Pro charger is offline, you can set a charging delay manually via the charger.

Step 1

If your charger goes offline, as soon as you plug in Ohme will start a Max Charge and begin charging immediately.

Tap ‘Stop’ to pause charging or ‘Delay Charge’ to choose how long you’d like Ohme to wait before charging can start.

 

Step 2

When charging is paused, you’ll see ‘Charging Paused’ in the top left and ‘Charging Stopped’ under the session stats.

If you would like to delay the start of the charge tap ‘Delay Charge’.

Step 3

Use the Ohme Home Pro buttons to increase or decrease the delay in 30-minute increments. When you’re finished tap done.

Step 4

Once the charge has been delayed, you’ll see ‘Delayed Charging’ in the top left, with ‘Delayed until’ showing you what time Ohme is due to start charging.

 

What is tripping?

What should I do if I experience tripping issues?

Tripping can occur for your own protection, so always make sure you consult a competent electrician. We recommend contacting your installer who will be able to attend and investigate further.

Do remember, it is advised to test all RCDs every 6 months. This can be done simply by pressing the ‘test’ button, but ask your installer for a demo if you’re unsu

Retrieving the car’s battery status from your car’s manufacturer lets us display this information in the Ohme app to make charging your car easy.  This advanced smart charging feature makes it quick and simple when deciding how much you’d like to top up your battery. If you encounter any issues with Ohme retrieving the battery status from your car, follow the steps below to check and, if need be, reset the link to your car.

1. Make sure the charger is unplugged. This is always important when making any changes in the app.
2. Log out of your vehicle’s app and log back in. Avoid using biometric login such as facial or finger recognition and manually type in your credentials to confirm they are correct.
3. In the Ohme app go to the ‘My EV’ section and tap ‘Unpair my EV’.
4. Plug the charger into the car for about 30 seconds to save this change.
5. Unplug the charger and go back into the Ohme app, ‘My EV’ section.
6. Tap ‘Pair my EV’ again and when prompted to, log in with your vehicle’s app account credentials. 
7. Once you have successfully changed the car, you should be returned to the ‘My EV’ section with the battery status showing above the ‘Switch EV’ button. 

If you find that resetting the connection with your car app account fails, there may be an issue with the API on our side, or your vehicle manufacturer’s side. For more information on API integration troubleshooting, please see this guide: My car’s battery status isn’t showing in the Ohme app

We’re always working to offer the latest in technology to our customers. As a part of Ohme Labs, we’re continuously improving API integration feature and, from time to time, it may not work as intended. Please note, certain functionality may also be limited based on manufacturer-specific API restrictions or limitations.

The UK Government provides minimum technical specifications for charging points that Ohme chargers are required to meet. One requirement for single-phase AC chargers, like Ohme chargers, is for the incoming electrical supply to the property to equal 230+/- 10% volts. This means that the incoming electrical supply to the property (via your local electrical substation) must be between 207 volts to 253 volts for the charger to operate.

What are Over- or Under- Voltage errors?

If the voltage level is higher than 253V or lower than 207V, Ohme will temporarily pause charging, and resume charging once the voltage levels are at a suitable level again. The charger will also show a red flashing ‘error’ light when these voltage issues are detected to alert you to this – these are recorded as ‘Overvoltage’ or ‘Undervoltage’ errors for your Charger.

If you have an Home Pro charger, you can check the live voltage reading when the charger is plugged in by tapping ‘Next View’ button twice to see this screen.

If you notice the highlighted number is above 253V, this means the charger has an ‘Overvoltage’ error, and if it is showing below 207V, this means the charger has an ‘Undervoltage’ error.

How to solve Voltage issues

If you believe your voltage levels may be too high, or too low, and this is affecting your charging, your Distribution Network Operator (DNO) will be able to test the voltage levels at your home and help to adjust the voltage to the correct level. You can find out who your DNO is via the following support article: Ohme Support | Your installation

To ensure accurate testing, it is important for the DNO to monitor the voltages over the course of a few days, as a single reading may not be pick up the issue. This is because the voltage levels fluctuates throughout the day and night. During this monitoring period, we recommend to continue using the charger as usual during this monitoring period.

Once the high or low voltage level has been confirmed, the DNO will help to resolve the issue at your local substation.

If, however, you continue to experience any voltage issues after the DNO has confirmed the local levels have been adjusted, please contact our Customer Care team below to confirm this with any supporting reports from the DNO, and we can help action the next steps to get you charging again.

Ohme chargers are Alternating Current (AC) chargers, that can deliver a maximum speed of 7.68kW, or 32Amps, to your vehicle. As a Smart charger, Ohme may sometimes schedule charging at a slower speed, to help be kinder to your car battery and more gentle on the energy grid – this is part of its dynamic charging feature. During a Max Charge, however, Ohme will consistently deliver the maximum possible charging speed according to the vehicle profile selected in the Ohme App.

If you notice that Ohme is charging slower than expected on a Max Charge, here’s some things to check to help troubleshoot and resolve this issue.

Vehicle’s AC Charging Speed

Some electric vehicles will have a slower maximum charging rate for AC chargers than the 7.68kW rate Ohme can supply. For example, many hybrid vehicles and vehicles with smaller batteries can only accept charge at a maximum speed of 3.8kW, meaning Ohme will not be able to charge any faster than this speed. It’s important to note, even if the vehicle can accept a higher speed on Direct Current (DC) fast chargers, it may have a slower maximum speed for AC chargers like your Ohme. You can check the maximum AC charging speed for your vehicle in either the vehicle handbook, online (for example on sites like Compare electric vehicles – EV Database), or your vehicle dealership/garage will be able to support you with checking this.

If you find your vehicle’s maximum AC charging speed is slower than the top rate of 7.68kW, we recommend checking that the vehicle you have selected on the My EV page of the Ohme app reflects this. Our pre-programmed list should provide accurate specifications for each vehicle, including its maximum AC charging speed, but if you find your car is not listed, or something doesn’t look quite right for your model, you can create a custom vehicle to be as accurate as possible. This will ensure Ohme knows how much time your vehicle needs to charge, given its slower maximum speed.

Incorrect car profile in the Ohme App

As noted above, different car profiles in the Ohme app will have different charging specifications, including maximum charging speeds. Ohme uses these specifications to help create more accurate charging schedules, and will only charge at the maximum speed of the car profile selected in the app. Therefore, it’s always worth double checking the correct car has been selected (with the correct Max AC charging speed) on the My EV page of the Ohme App.

To do this, tap Settings > My EV and scroll down to view the ‘Tech specs’, particularly the ‘Max AC Charging’ speed. If you need to change your chosen car, simply tap ‘Switch EV’ at the top of the page – you can always create a custom vehicle profile if needed.

Vehicle’s AC Charging settings

Similarly to how Ohme has certain settings to control your charging, many vehicles will also have settings that affect the way it accepts charge. These can include charging schedules, charging limits, and AC charging restrictions. For example, you may be able to set the car’s AC charging speed to ‘Low, Reduced, or Maximum’, or you may be able to select a specific charging rate, for example 16Amps or 3.8kW.

We recommend making sure the vehicle’s charging speeds are set to maximum, or the highest speed available, to make sure the vehicle allows Ohme to charge at its top speeds. We also recommend turning off any schedules, charging modes, or battery limits in the vehicle itself, to prevent any conflicting settings with Ohme’s charging plan. If you’re unsure where to find these settings, or how to turn these off, your car dealership or local garage will be able to support you with checking this.

De-rated Charger

On some occasions, for safety reasons, your installer might set the maximum charging rate of your Ohme to a slower speed than the usual 32Amps. For example, if your property’s electricity is on a looped supply, the installer may set the maximum charging speed to 16Amps during the charger’s installation, according to the recommendations of your Distribution Network Operator. To find out more about looped supplies, please see this help centre article: What is a DNO and why might we ask you to contact them?

You can confirm the maximum charging current of your Ohme charger via the Ohme App. Tap Settings > My Charger > Advanced Settings and scroll down to the Charger configuration, where you can see the ‘Max Charge Current’.

If you suspect the maximum charging speed of your Ohme has been set too low, we recommend reaching out to your original installer to confirm it is safe for the charging speed to be increased, or ‘up-rated’, and they will be able to action this remotely for you.

Load Balancing

Ohme chargers have a feature called Load Balancing, which helps manage the electricity used in your home. A device called a CT Clamp may be attached to one of your main electricity cables, and measures how much electricity your home is using. During installation, the installer sets a Load Limit. This limit is the maximum amount of electricity your home can use at once (e.g., 60Amps, 80Amps, or 100Amps). We recommend having this setting turned on, particularly for properties with a smaller fuse, and your installer will do this for you if they decide it is necessary for your set up.

When this setting is turned on, if your Ohme charger is charging your car while other appliances (like a washing machine) are on, and the total electricity use gets close to the Load Limit, the charger will slow down to prevent overloading your home’s electrical system. For example, if the limit is 60Amps and your charger is using 32Amps, turning on a washing machine that uses 20Amps will bring the total to 52Amps. To avoid hitting the 60Amps limit, the charger might slow down temporarily.

You can check if Load Balancing is on and see the Load Limit in the Ohme app under Settings > My Charger > Advanced Settings. The app also shows how much electricity the CT Clamp is measuring.

This feature ensures your home doesn’t use too much electricity at once, keeping everything safe and running smoothly.

If load balancing is resulting in slower charging, please be advised this is a safety feature designed to help protect your property’s electricals. As soon as it is safe to do so, Ohme will increase its charging speed again. If you would like for this setting to be turned off, or believe the ‘Load Limit’ may need to be increased, we recommend reaching out to your original installer to confirm it is safe to do so, and they will be able to action this remotely for you.

CT Clamp

As described above, the ‘Load Balancing’ feature requires a part called a CT clamp. This is a small black plastic clip, and should be fitted by your installer to one of the main incoming energy supply cables, typically sitting close to your main electricity meter. To protect the electrical supply of the property, if Load Balancing is enabled, but Ohme is not receiving any readings from this CT clamp, the charger will reduce the maximum charging speed to 16Amps (or 3.8kW). There are a few reasons why the CT clamp may not be sending any readings to the Ohme charger:

• A CT clamp has not been fitted, and load balancing has been turned on incorrectly
• The CT clamp has been fitted incorrectly (e.g. on the wrong cable, or not connected correctly)
• The CT clamp is faulty

You can check if your CT clamp is reading correctly via your Ohme App > Settings > My EV > Advanced Settings. During a Max Charge, check the ‘CT Clamp Reading’ to confirm if this number has increased, for example to 32A.

If you suspect a CT clamp issue may be causing your slow charging, we recommend contacting your original installer for further support. The installer will be able to advise whether load balancing and a CT clamp is required for your electrical set up and, if it is required, help to check the clamp is fitted and reading correctly.

Finally, if you have completed the above checks and are finding the slow charging issue is persisting, or require further support for Load

In order for charge to be successfully delivered to the vehicle from your Ohme charger, the vehicle needs to be ready to accept charge when Ohme is scheduled to send it out. If you are finding that charging isn’t happening when expected, or that Ohme isn’t charging your car up to the expected battery level, it may be caused by a ‘Suspended EV’ message.

Jump to:

• What are Suspended EV messages?
• Vehicle settings
• Smart tariffs
• API integration
• Final checks

What are Suspended EV messages?

‘Suspended EV’ messages occur when Ohme was scheduling and attempting to send out a full charge, but the car was limiting what it could accept.

This can sometimes happen when the vehicle has reached a full battery sooner than Ohme had scheduled, so it’s always worth checking the battery level in the car directly to see if it is at 100% at the end of a charge.

You might see an error message in your Ohme app, to let you know that charging has stopped unexpectedly, or a notification to let you know Ohme is struggling to reach its target by the time requested.

When you receive this notification, the charger also sends a message to our servers to let us know charging has been suspended – this is what we refer to as a ‘Suspended EV’ message.

If the car battery hasn’t reached 100% charge, we usually see this message when there are settings in the vehicle or a third-party app that may be restricting the charge. This could include a charging schedule, a charging limit or a deferred charging mode in the vehicle itself or the vehicle’s app.

Checking the vehicle settings

Here’s some things to check to confirm there are no restrictions in the vehicle or a third-party causing this message (note: your car manufacturer can help you check these settings):

1. Check the car for any ‘AC charging limits’ or battery caps – e.g. ‘Charging limit set to: 80%’
2. Check the car for any schedules or delayed charging modes that may be enabled
3. Check the car for any ‘Reduced AC charging’, ‘Low charging speed’, or other settings that may be related to the speed of AC charging

If you find any of the above settings turned on in your vehicle, or your vehicle’s app, we recommend turning these off. This is because these settings could be causing scheduling conflicts with Ohme’s charging plan, resulting in a failed or unexpected charge.

Additionally, if you have previously been charging successfully, it may be that an update to your vehicle’s firmware has enabled some settings in the vehicle and resulted in this message. We therefore recommend checking your vehicle’s firmware history for any recent updates – again, your car manufacturer/dealership will be able to help you to check this.

Smart tariffs

If you are on a Smart tariff, such as Intelligent Octopus Go or OVO Anytime, and you have paired the tariff to your EV rather than pairing to your Ohme account, this can cause the ‘Suspended EV’ message. You can check if your tariff is paired to your Ohme account, as your tariff will have updated automatically in the Ohme app, and you will be unable to edit this. On the other hand, if your tariff is paired to your Electric vehicle, the energy supplier’s app will show a charging plan or schedule, rather than showing it is linked to Ohme.

If you think this might be the case, you can contact your energy supplier for support with disconnecting the tariff from its current device, and follow our help guides to link the tariff to your Ohme account instead:

How do I set up Intelligent Octopus Go? – Ohme EV (ohme-ev.com)

How do I set up OVO Charge Anytime? – Ohme EV (ohme-ev.com)

API integration

If you have connected your Ohme account to your car’s app account so that Ohme can know the car’s battery status, and you are experiencing some charging issues, we recommend trying a charge with the API disconnected. This is because API integration is an Ohme labs feature, and from time to time it may not work as expected. For example, if Ohme is struggling to pick up the battery level in your car, it may lead to an unexpected or failed charge.

You can disconnect the API link in the Ohme app by tapping Settings > My EV > ‘Unpair my EV’. Once disconnected, Ohme will assume an empty battery upon plugin, and schedule to add the set amount of charge into the car on top of any existing battery. You may therefore want to adjust your charge schedule slightly to match how much charge the vehicle actually needs added in. There is more information about how to charge without API support in our support article here: How to charge using a set target and ready by time (‘Dynamic charging’) – Ohme EV (ohme-ev.com)

Final checks

If there are no settings in the vehicle, any API connection has been removed, and any EV Smart tariff integrations have been removed, we recommend trying the following final checks to see if there may be a fault with the AC charging system on the vehicle, or an issue with the Ohme charger:

1. Try a 30 minute Max Charge: After plugin, tap the ‘max charge’ button (your screen will show ‘Max Charging’ along the top once active). This setting overrides any other schedules or settings on Ohme’s side that might be conflicting with the vehicle, and will set Ohme to try and charge the vehicle to full as soon as possible. If after 30 minutes there is still no increase in the battery level of your vehicle, this suggests there may be a fault on the vehicle’s side accepting AC charge – the next check will help confirm this.
2. Try a test charge at a public AC charger, or on another home charger: It’s important the other charger you test the car on is an AC charger, so it’s the closest comparison to an Ohme. You can check the closest AC charger to you here : Map of electric charging points for electric cars UK: Zapmap (zap-map.com). If you find the vehicle will not accept charge on any other AC charger (public or other Home charger), this further indicates a possible fault with the vehicle’s AC charging system.
3. Alternatively, try charging another EV on your Ohme charger: If you find that a different EV is charging successfully on your Ohme charger, it again suggests that there may be a fault with the main vehicle’s AC charging system.

Finally, if the vehicle has been checked by the dealership / garage and confirmed there are no faults with the vehicle, or you have complete