Help Centre

Support & Troubleshooting

Find quick fixes, diagnose LED patterns, or browse our guides to get your charger working again.

Interactive Guide

Interactive Troubleshooting Guide

Answer a few quick questions and we will identify and resolve your issue.

Help Articles

Browse common issues and step-by-step solutions.

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Charger Not Starting a Session

Steps to diagnose why your charger is not initiating a charge when the cable is connected.

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Understanding LED Flash Patterns

A complete guide to every LED colour and flash pattern and what each one means.

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Slow Charging Speed

Why your charger may not be delivering full power and how to resolve derating issues.

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RCD and Circuit Breaker Tripping

How to diagnose and resolve recurring RCD or MCB trips when using your charger.

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App Connectivity Issues

Resolving problems with the Xplug app not connecting, syncing, or showing your charger.

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Lock and Unlock Problems

What to do if the charger lock function is not working or you have forgotten your code.

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Scheduled Charging Not Working

Fix issues with delay mode and smart charging schedules not triggering correctly.

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Firmware and OTA Update Failures

How to resolve firmware update errors and ensure your charger is running the latest software.

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Charger Not Starting a Session

If your EV charger is not starting a charging session after the cable is connected, there can be several possible reasons. In many cases, the charger and vehicle are functioning correctly, but charging is being delayed or prevented by power availability or settings.

1. Charger Has No Power

Possible Cause

The charger circuit breaker or isolation switch is turned OFF.
There is a local power outage in the property.
A tripped fuse or breaker has cut mains power to the unit.

Solution: Verify other electrical appliances are working. Inspect your main switchboard for tripped breakers and ensure the charger isolator switch is turned ON.

2. Scheduled Charging or Delay Timer

Possible Cause

Smart charging or off-peak schedules are active in the app.
Solar-only modes are waiting for excess energy management.

Solution: Open the mobile app and disable delay/scheduled timers, or switch the mode to "Charge Immediately".

3. Vehicle Is Not Ready

Possible Cause

The vehicle itself has an internal charging schedule active.
The battery is already at its set maximum charge limit.
The car is not in 'Park' mode or not properly locked.

Solution: Check vehicle-side settings, reinsert the connector firmly, and confirm the vehicle is ready to accept a charge.

4. Temporary Communication Issue

Possible Cause

A temporary handshake failure between the charger and vehicle.

Solution: Disconnect the cable, wait 15 seconds, and reconnect firmly. You may also try restarting the charger via the app.

Understanding LED Flash Patterns

If your EV charger's LEDs are displaying specific colors or flashing patterns, it indicates the current status, mode, or a potential issue with the device. Use the guide below to understand what the lights mean.

1. Ready / Factory Condition

LED PATTERN:

The charger has been successfully installed and is in its default factory configuration.

Top LED: Solid White
Middle LED: Solid Blue
Bottom LED: Solid Green

Status: This means the charger is healthy, online, and waiting to be paired or used for the first time.

2. Charger is Locked

LED PATTERN:

The charger has been security-locked to prevent unauthorized use.

Top LED: Off
Middle LED: Off
Bottom LED: Solid Red

Solution: To unlock the charger and begin a session, open your mobile app or use your designated physical unlock method.

3. Charging in Progress

LED PATTERN:

The charger is actively delivering power to the vehicle.

All LEDs: Flashing Blue

Note: The flashing behavior indicates active energy transfer. Do not unplug the cable until you have ended the session via the vehicle or app.

4. Delayed Charging Mode

LED PATTERN:

A delay timer or off-peak schedule is currently active. The vehicle is connected but waiting for the scheduled time to start.

Middle LED: Solid Yellow

Solution: Open the mobile app and disable delays/scheduled timers, or switch the mode to "Charge Immediately".

5. Smart Eco Mode Active

LED PATTERN:

The charger is running in Smart Mode (e.g., waiting for excess solar energy or optimizing for grid management).

Middle LED: Solid Green

6. Security Code Input Mode

LED PATTERN:

The lock button has been pressed, and the charger is awaiting your color pattern input to secure the device.

Top LED: Solid Red
Middle LED: Solid Green
Bottom LED: Solid Blue

Action: Input your personalized color sequence using the charger interface to complete the locking process.

7. Input Confirmed

LED PATTERN:

The charger has successfully registered your color pattern input or configuration change.

All LEDs: Flashing Purple

Note: This flash will occur briefly to confirm success before the charger returns to its locked or standby state.

8. System Error Detected

LED PATTERN:

The charger has encountered a fault. Depending on the exact issue, the LEDs will display different error states:

All LEDs: Solid Red OR Blinking Red

Solution: Turn off the charger’s main circuit breaker or isolation switch for 60 seconds, then turn it back ON to reboot. If the red error state persists, please check the mobile app for a specific error code or contact technical support.

Slow Charging Speed - Troubleshooting Guide

Slow Charging Speed

Why Your EV Charger May Not Be Delivering Full Power

If your EV charger is charging slower than expected, this does not always mean there is a fault with the charger itself. In many cases, the charger is intentionally reducing its output power to protect the electrical installation, the vehicle, or the charger hardware. This process is commonly known as power derating.

Charging speed can vary depending on several conditions including power supply limitations, vehicle settings, temperature, load balancing, or scheduled charging modes. Understanding the possible causes can help you quickly identify and resolve the issue.

Common Causes of Slow Charging

1. Vehicle Charging Limitation

POSSIBLE CAUSE:

Some electric vehicles automatically reduce charging speed when:

The battery is nearly full
The battery temperature is too high or too low
Battery protection mode is active
The vehicle has a lower onboard charger rating

For example, a vehicle with a 3.6 kW onboard charger cannot charge at 7 kW even if connected to a 7 kW charger.

Solution:

Check your vehicle settings and charging limits
Review the vehicle dashboard for charging restrictions
Allow the battery to warm up or cool down if temperatures are extreme

2. Smart Charging or Scheduled Charging Enabled

POSSIBLE CAUSE:

Your charger or vehicle may have smart charging features enabled, such as:

Scheduled charging times
Eco charging mode
Solar-only charging
Energy-saving mode
Delayed charging timers

In these modes, the charger may intentionally reduce charging current or delay charging completely.

Solution:

Open the charger app and check charging schedules
Disable smart or eco charging modes if faster charging is required
Confirm no delay timers are active in the vehicle settings

3. Load Balancing or Power Management Active

POSSIBLE CAUSE:

Many smart chargers monitor the total household power usage. If high-power appliances are running simultaneously, the charger may automatically reduce charging current to prevent overloading the electrical supply.

Common appliances affecting charging speed include: Electric showers, ovens, induction hobs, heat pumps, and air conditioning systems.

Solution:

Reduce household power usage during charging
Charge the vehicle during off-peak hours
Check if dynamic load balancing is enabled

4. Limited Electrical Supply

POSSIBLE CAUSE:

If the incoming electrical supply is restricted, the charger may reduce its output automatically. This can happen when:

The property has a smaller main fuse
Voltage supply is low
Long cable runs cause voltage drop
Shared electrical infrastructure is present

Solution:

Have the electrical installation checked by a qualified electrician
Confirm the property supply capacity
Ensure the charger is installed using the correct cable size

5. Charger Temperature Protection (Thermal Derating)

POSSIBLE CAUSE:

EV chargers contain internal temperature protection systems. During high ambient temperatures or prolonged high-power charging, the charger may automatically reduce power to protect internal components. This is a normal safety feature.

Solution:

Ensure adequate airflow around the charger
Avoid direct sunlight exposure where possible
Do not cover the charger during operation

6. Poor Cable or Connection Issues

POSSIBLE CAUSE:

Loose connections, damaged cables, or poor plug insertion can affect charging performance.

Solution:

Ensure the charging connector is fully inserted
Inspect the cable for visible damage
Check for dirt, moisture, or debris inside the connector

7. Single-Phase vs Three-Phase Charging

POSSIBLE CAUSE:

Some vehicles support higher charging speeds only when connected to a three-phase power supply. If connected to a single-phase installation, charging speed will be limited.

Solution:

Verify your vehicle charging capability
Confirm the charger installation type
Consult your installer if higher charging speeds are required

How to Identify if Derating is Occurring

Signs of charger derating may include:

Charging speed lower than normal
Charging current fluctuating
Longer charging times
Reduced power shown in the app
Charging speed improving later automatically

Most smart chargers and EV apps will display the current charging power and charging current in real time.

When to Contact Support

Contact support or your installer if:

Charging speed suddenly drops permanently
The charger frequently stops charging
Error LEDs are displayed
The charger overheats excessively
The charger never reaches expected charging speeds

Before contacting support, it is useful to note:

Vehicle model
Charging power shown in the app
Time and conditions when the issue occurs
Any active LED indicators

Final Note: Slow charging speed is often caused by protective systems or environmental conditions rather than a charger fault. Modern EV chargers are designed to safely manage power delivery while protecting your home electrical system, vehicle battery, and charger hardware. By checking charger settings, vehicle settings, household power usage, and environmental conditions, most charging speed issues can be resolved quickly and safely.

RCD and Circuit Breaker Tripping Guide

RCD and Circuit Breaker Tripping

How to Diagnose and Resolve Recurring RCD or MCB Trips When Using Your EV Charger

If your EV charger repeatedly trips the RCD (Residual Current Device) or MCB (Miniature Circuit Breaker), this usually indicates that the electrical protection system is detecting an unsafe condition or overload.

Electrical protection devices are designed to disconnect power automatically to protect people, cables, and equipment from electric shock, overloads, or faults. While occasional trips can happen under certain conditions, repeated tripping should always be investigated. This guide explains the most common causes and how to resolve them safely.

Understanding the Difference

RCD (Residual Current Device)

FUNCTION:

An RCD monitors electrical leakage current. If electricity is flowing somewhere it should not — such as through water, damaged insulation, or a fault to earth — the RCD disconnects the power immediately for safety.

Common Signs of an RCD Trip:

The RCD switch moves to the OFF position
Multiple circuits in the property may lose power
The charger stops immediately during charging

MCB (Miniature Circuit Breaker)

FUNCTION:

An MCB protects against electrical overloads, short circuits, and excessive current draw. If the charger or electrical circuit draws more current than the circuit is designed for, the MCB trips to protect the wiring.

Common Signs of an MCB Trip:

Only the charger circuit loses power
The breaker switch moves to OFF
Charging stops instantly when starting or during charging

Common Causes of RCD or MCB Tripping

1. Overloaded Electrical Circuit

POSSIBLE CAUSE:

The charger may be sharing power with other high-load appliances, causing the total current draw to exceed the breaker rating. Common appliances include electric showers, ovens, heat pumps, immersion heaters, and air conditioning units.

Solution:

Reduce household electrical usage while charging
Avoid running multiple high-power appliances simultaneously
Ensure the charger is installed on a dedicated circuit

2. Incorrect Circuit Protection

POSSIBLE CAUSE:

Using the wrong breaker type, incorrect breaker size, or incompatible RCD can cause nuisance tripping. EV chargers typically require specific MCB ratings, Type A RCD protection, and proper earth fault protection.

Solution:

Have the installation checked by a qualified electrician
Verify the charger installation matches local wiring regulations
Confirm the correct breaker and RCD types are installed

3. Loose or Poor Electrical Connections

POSSIBLE CAUSE:

Loose terminals or damaged wiring can generate heat, voltage fluctuations, or intermittent faults that trigger protection devices.

Solution:

Isolate the power supply immediately
Have all terminals and connections inspected professionally
Do not continue using the charger until checked

4. Moisture or Water Ingress

POSSIBLE CAUSE:

Water entering the charger, cable, or connectors can create leakage current and cause the RCD to trip. This may occur due to damaged seals, improper cable gland installation, excessive exposure to water, or connector contamination.

Solution:

Inspect the charging connector for moisture or dirt
Ensure the connector cap is used when not charging
Check the charger enclosure for visible damage
Contact support if water ingress is suspected

5. Damaged Charging Cable or Connector

POSSIBLE CAUSE:

Physical cable damage or worn connectors can create electrical faults during charging. Signs of damage include cuts or crushing marks, burn marks, loose connectors, or extreme overheating.

Solution:

Stop using the charger immediately
Inspect the full cable length carefully
Replace damaged cables or connectors

6. Vehicle-Related Faults

POSSIBLE CAUSE:

Sometimes the issue originates from the electric vehicle rather than the charger itself. Vehicle faults can include internal charger faults, battery insulation faults, or charging module issues.

Solution:

Test the charger with another vehicle if possible
Test the vehicle on another charger
Contact the vehicle manufacturer if the issue persists

7. Earth Fault Detection Activation

POSSIBLE CAUSE:

Modern EV chargers include built-in earth fault monitoring and PEN fault protection. Under unsafe supply conditions, the charger may disconnect power automatically as part of normal safety operations.

Solution:

Check if there is a local power supply issue
Reset the charger after power stabilises
Contact an electrician if faults continue

How to Safely Reset the Charger

If the breaker has tripped, perform the following steps:

Disconnect the vehicle from the charger
Reset the RCD or MCB fully to the ON position
Wait a few seconds for the unit to initialize
Reconnect the charger to the vehicle
Restart your charging session

If the protection device trips again immediately, stop using the charger and seek professional assistance.

Important Safety Advice

To ensure safety and protect your hardware, strictly follow these safety precautions:

Do NOT continuously reset breakers repeatedly.
Do NOT use damaged cables.
Do NOT open the charger enclosure yourself.
Do NOT ignore burning smells or signs of overheating.
Do NOT use extension leads with EV chargers.

When to Contact Support or an Electrician

Seek professional support immediately if:

The charger trips every single charging session
The charger trips immediately after being plugged in
The charger body or cable overheats significantly
LED fault indicators or red error logs are active
The breaker switch cannot be reset or flipped to ON
You notice signs of water ingress or structural cable damage

Provide the following details when lodging a ticket:

Charger model
Vehicle model
Type of breaker/RCD installed (if known)
Photos of any visible fault indicators
Exactly when the trip occurs during charging

Final Note: RCD and circuit breaker trips are important electrical safety protections designed to prevent hazards such as electric shock, overheating, and cable damage. In many cases, the issue can be caused by installation conditions, household electrical load, environmental factors, or temporary faults. Identifying the root cause early helps ensure safe, reliable, and uninterrupted EV charging.

App Connectivity Issues Guide

App Connectivity Issues

Resolving Problems with the Xplug App Connecting, Syncing, or Showing Your Charger

If your Xplug charger is not appearing in the app, failing to sync, or showing connection issues, this is usually caused by account syncing or mobile connectivity issues rather than the charger itself.

Important Connection Note: Unlike many EV chargers, the Xplug charger does not use Wi-Fi. The charger uses a built-in 2G mobile connectivity module to communicate with the Xplug app and cloud services automatically.

Common Solutions

1. Log Out and Log Back Into the App

DIAGNOSTIC STEP:

Temporary syncing issues can often be resolved by refreshing your active account session.

Steps to Refresh:

Open the Xplug app
Log out of your account
Close the app completely (swipe it away from recent apps)
Reopen the app
Log back into your account

This process typically forces a clean data refresh between your charger, the cloud servers, and your smartphone dashboard.

2. Re-Add the Charger to the App

DIAGNOSTIC STEP:

If the charger has accidentally been unlinked from your account or isn't initializing, you can pair it again manually.

Required Credentials:

Charger Serial Number
Charger PIN Code

These credentials can be found directly printed on a label inside the charger casing or inside the user manual supplied with the unit.

Pairing Steps:

Open the Xplug app
Select “Add Charger”
Carefully enter your Serial Number and PIN
Follow the remaining on-screen deployment instructions

3. Check Mobile Signal Availability

DIAGNOSTIC STEP:

Because the charger communicates using cell networks via its integrated 2G module, areas with extremely poor mobile provider coverage may experience intermittent syncing delays.

Best Practices:

Allow a few minutes for the hardware to automatically re-establish its connection loop.
Check your app metrics later to see if it updates background data automatically.
Avoid obstructions: Ensure the charger infrastructure is not encased within fully enclosed metal utility cabinets or heavily shielded structural areas that block cellular frequencies.

4. Update the App

DIAGNOSTIC STEP:

Outdated app versions might contain protocol bugs that drop data synchronization parameters.

Action:

Open the Apple App Store or Google Play Store on your mobile device.
Search for the Xplug App and install any available patch updates.
Fully restart your mobile application once updates are completely configured.

App User Guide

For comprehensive layout descriptions, deeper configuration settings, or complete app feature breakdowns, please refer to the digital copy of the Xplug App User Guide hosted on our main web support archives.

When to Contact Support

Open a ticket with our support desk if you hit any of the following blocks:

The charger fails to register or never appears inside the app workspace.
The hardware connectivity state drops offline continuously.
The application errors out and says the Serial Number or PIN code is invalid.
The charger transfers power to your vehicle perfectly, but data tables do not refresh in your app.

Please prepare the following data variables to expedite your request:

Charger Serial Number
Your registered Xplug App account email address
Screenshots of any connection or profile error logs encountered

Lock and Unlock Problems

Locking prevents unauthorised use of the charger. When enabled, charging can only be controlled via the mobile app. It is recommended to activate the lock if the charger is installed in a shared or publicly accessible location.

Locking Your Charger

Keep your energy secure. To lock the charger and prevent others from using your electricity, follow the step-by-step physical button procedure.

View Locking Procedure

Unlocking Your Charger

Ready to charge? To disable the security lock using your pattern, follow the procedure outlined in our manual.

View Unlocking Procedure

Forgot Your Pattern?

If you have forgotten your charger PIN code and you do not have access to the app, you can perform a hard reset to bring the charger back to its factory condition. This will clear the existing lock and allow you to regain full access to your device.

How to Hard Reset

Video Tutorials

Visual step-by-step guides to resolve common charger issues.

Hard Resetting Your Charger

Safely perform a power cycle and system reset to resolve most common issues.

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Performing a Factory Reset

How to restore your charger to factory settings when other fixes have not worked.

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Reading LED Flash Patterns

A visual walkthrough of every LED status pattern and what each one means.

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Still Need Help?

Our UK-based support team is on hand to help you resolve any issue with your Xplug charger. We are available 7 days a week.

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mail

Email support@xplug.co.uk

call

Phone 0330 010 0559

schedule

Hours Mon-Sun 8am - 8pm