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 Wi-Fi 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 think about getting a Wi-Fi range extender.

Wi-Fi coverage but problems connecting

Try the following steps until you connect.

Step 1 – Check for internet access

Check your Wi-Fi 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 Wi-Fi 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 mobile service disabled and are using Wi-Fi only on your test device. If you can connect to the internet with another Wi-Fi device, the problem is not with your ISP.

Step 2 – Restart router

Often, problems with your Wi-Fi access point or router can be resolved with a restart. Some routers don’t have on/off buttons so 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 Wi-Fi 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 Wi-Fi network in your home or there’s been a change to your Wi-Fi access point. In this case, you’ll need to go the ChargePoint mobile app and select "Reconfigure Wi-Fi" from the home charger settings menu.

Step 5 – Call ChargePoint

If you continue to have problems, call ChargePoint customer service 24x7 on +44 (020) 7519 5052 (UK) or +49 (069) 9530 7383 (Germany).

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 – 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 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 24x7 on +44 (020) 7519 5052 (UK) or +49 (069) 9530 7383 (Germany).

Error/warning messages

I installed the hardwired version of ChargePoint Home but I don’t know what the amperage is for the 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, and use ChargePoint mobile app to configure the correct value

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 a Wi-Fi signal using your mobile phone.

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

Lastly, check that you can connect to the internet via Wi-Fi. If your ISP connection is down, your charger won’t be able to connect to the internet, even if your Wi-Fi 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 Wi-Fi network. Make sure that you have mobile service disabled and are using Wi-Fi 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 Wi-Fi 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 Wi-Fi router can be resolved with a restart. Some routers don’t have on/off buttons so 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 us 24x7 on +44 (020) 7519 5052 (UK) or +49 (069) 9530 7383 (Germany) 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.