Troubleshooting ChargePoint Home

General

Wi-Fi issues

Car showing warning/error states

Error/warning messages

General

Can’t activate charger or no longer connected

Activation and continued operation of your charger requires a WiFi connection at the spot where your station has been installed.

Wi-Fi issues

No Wi-Fi Coverage in your desired installation location

Try another spot or look into a Wi-Fi range extender. Home has been tested with the following Wi-Fi extenders. All routers are 802.11bg capable. We have also tested with AMPED Wireless Extenders and they do not work with CP Home.

Brand Part Number Type Link Recommendation
Netgear AC1900 (EX7000-100NAS) AC Link Good for longer range extensions
Securifi Almond N Link Good for medium range extensions
Apple Airport Apple N Link Good for medium range extensions.
NETGEAR AC750 (EX6100) AC Link Good for medium range extensions
Netgear N300 (EX2700) N Link Good for short range extensions only
TP-LINK RE200 AC Link Good for medium range extensions

Wi-Fi Coverage but problems connecting

Try the following steps till you connect.

Step 1 – Check for Internet Access

Check your WiFi and Internet connection. If your Internet Service Provider (ISP) connection is down, your charger won’t be able to connect to the Internet, even if your WiFi network is up and running. To make sure your ISP is working, try connecting to the Internet from a computer or tablet while it is connected to your home Wi-Fi network. If you’re connecting from a mobile device, make sure that you have cell service disabled and are using Wi-Fi only on your test device. If you can connect to the Internet with another WiFi device the problem is not with your ISP.

Step 2 – Restart Router

Most of the time, problems with your WiFi access point or router can be resolved with a restart. Most routers don’t have on/off buttons and the best way to restart them is to unplug them from the wall, wait a few seconds, and plug them back in. Please refer to your access point’s manual for more detailed reset instructions.

Step 3 – Check Cable Connections

Check all of your cables and connections. If you still can’t connect to your network or get online, make sure your router is connected to the modem and turned on.

Step 4 – Connect to a different WiFi Network

Connect to a different Wi-Fi Network or Reconfigure Wi-Fi If there isn’t a problem with your home network, it could be that you’ve recently changed the name or password of the WiFi network in your home or there’s been a change to your WiFi access point. In this case, you’ll need to go the ChargePoint mobile app and select Reconfigure WiFi from the home charger settings menu.

Step 5 – Call ChargePoint

If you continue to have problems, call ChargePoint customer service at 1-888-758-4389

Car showing warning/error states

Delayed charging

ChargePoint Home allows you to schedule charging ahead of time. When you use scheduling with Home, some cars warn you that the car is plugged in but not charging but don’t worry, the car will still charge so it’s best to just ignore this warning from the car.

Faults

If the front LED status light turns red, a fault has been detected and you will not be able to charge your car. Most faults can be cleared by a simple unplug and plug in of the charging connector to your car. Try the first step and then the next one if the previous one doesn’t clear the fault: 1. Unplug and plug in the J1772 connector 2. Go to settings on the mobile app and reboot the station 3. Flip the breaker

If you continue to have problems, call ChargePoint customer service at 1-888-758-4389

Error/warning messages

I installed the hardwired version of ChargePoint Home but I don’t know what the amperage is for the dedicated circuit.

Home 12, 16 Amp station requires a 20 Amp dedicated circuit. Home 25, 32 Amp station requires a 40 Amp dedicated circuit. Circuits are installed in your building’s electric panel and the rating number is written on the circuit. Check with your electrician to see which circuit will power Home.

I see an error saying "Unable to connect to home charger" or "Can’t find home charger"

Make sure you are standing near the charging station and that Bluetooth is turned on. The phone talks to Home through Bluetooth and it’s best to be standing within a few feet of the station when activating it.

Bluetooth

Bluetooth must be "on" in your phone’s device settings. When Bluetooth is on, the Bluetooth icon appears at the top of your mobile screen.

I see this error message: "Unable to find Wi-Fi network"

First, make sure you are standing near the station’s installation location and check that you have WiFi signal using your mobile phone.

If you can’t get WiFi connectivity in your desired installation location, try another spot or look into a Wi-Fi range extender.

Last, check that you can connect to the Internet via WiFi. If your ISP connection is down, your charger won’t be able to connect to the Internet, even if your WiFi network is up and running. To make sure that this is the problem, try connecting to the Internet from a computer or tablet while it is connected to your home WiFi network. Make sure that you have cell service disabled and are using WiFi only on your test device. If you can connect to the Internet with another Wi-Fi device the problem is not with your ISP.

I see this error message: "Unable to join Wi-Fi network"

First, make sure that you have correctly entered your WiFi password.

Next, make sure your Wi-Fi access point, sometimes referred to as your router or gateway, is connected to the modem and turned on. Often problems with your WiFi router can be resolved with a restart. Most routers don’t have on/off buttons and the best way to restart them is to unplug them from the wall, wait a few seconds, and plug them back in. Please refer to your router’s manual for more detailed reset instructions. (Please note that certain router models may not work with ChargePoint Home.)

Finally, unplug your cable or DSL modem and plug it back in. If that doesn’t work, unplug and plug back in your station. If hardwired, turn off and on the dedicated circuit (flip the breaker) from your electrical panel.

I see this error message: "Unable to add home charger to ChargePoint account"

Please try again. If the error persists, call 1-888-758-4389 for assistance.

I see this warning: "Car is drawing more current than needed"

A possible fix for this error is to remove the charging connector from the car, wait about 15 seconds, and then plug it back in. If that doesn’t work, ensure that the input and output capacity are compatible, and the power source is set correctly in settings. If you see this problem often, call your car manufacturer.