Troubleshooting

Product Queries

Electrical Supply Issues

Networking Issues

Smart Energy Tarriff Issues

Vehicle Charging Issues

Mobile App Issues

RCBO Tripping Troubleshooting

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If your charger has no lights and/or is tripping the onsite RCBO, it may indicate a power issue at the installation. In some cases, the RCBO may need to be replaced, which would require an electrician to visit the site.
⚠️ Please note: RCBO replacement is not covered under the charger’s warranty.

1. Check the RCBO switch

Does the switch stay in place, or does it feel sticky or loose?
If it won’t stay up, this may indicate a fault with the RCBO itself.

2. Limit the charge rate

In the Simpson & Partners app, limit the charge rate to 16A and check if the RCBO still trips.
If it doesn’t trip at a lower rate, this may point to an issue with the power supply or breaker capacity.

3. Check for power output (advanced)

If you feel comfortable and are competent with electrical work, use a voltmeter to check whether there is power output from the RCBO terminals.
If there’s no output, the RCBO may be faulty or tripped.

4. Contact an electrician

If the above steps don’t resolve the issue, contact a qualified electrician to inspect and replace the RCBO if needed.

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Supply voltage too high or low - Charging disabled

Simpson & Partners chargers have built in safetyfeatures that are designed to keep you and your car safe. If the chargerdetects a situation that is unsafe it will automatically prevent charging untilthe situation becomes safe. Typically if the voltage is too high, or too lowthen this triggers the safety cut off to prevent charging from happening andyou will see a red flashing light.

When the message is displayed the charger has detected anunsafe voltage at your property while attempting to charge your car.

Please press the reset button located within the ring ofLED's on the charging flap.

Please can you also power the device off at the mains wait 1minute and power it back on

This should resolve the issue. If the issue persists please do open a ticket and we will investigate.

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Why Does My Charger Have No Power at All?

If your charger shows no lights, no response in the app, and appears completely dead, the issue is usually with the power supply rather than the charger itself.

Common Causes

The isolator switch is off (usually located near the charger).
Circuit breaker or RCD has tripped in your consumer unit.
Loose wiring or installation issue at the breaker or isolator.
Mains power outage at your property.

Steps to Fix the Issue

Check the Isolator Switch
- Ensure the switch next to the charger is turned on.
- It should be firmly in the up/on position.
Inspect the Consumer Unit (Fuse Board)
- Look for a tripped circuit breaker or RCD.
- Reset by switching it fully off and back on.
Test for Power Elsewhere
- Check if other appliances or sockets in the house are working.
- If not, you may have a wider power outage.
Check the Charger Again
- After resetting, give the charger 2–3 minutes to reboot.
- Look for status lights.
Contact an Electrician or Support
- If breakers keep tripping, or if there is still no power, a qualified electrician should inspect the wiring.

Summary

No lights = no supply.
First, check your isolator and fuse board.
If the issue repeats, call a professional.

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My Lights aren't showing on my charger

The lights on the Simpson and Partners charger are used as a simple tool to indicate the status of your charging session. Details of exactly what each colour means can be found on the quick start guide available for download here

There are 2 lights, one is the status light, the other is the courtesy light which should illuminate for 20 seconds when the charging flap is open. If these are not displaying correctly the below troubleshooting steps will help establish a resolution.

Does the charger still charge your car?

If your car charges as expected then it is likely that the status light setting in the app is "off"
If the car doesn't charge, it is possible that the charger dosn't have power. Please check the Main Switch/RCBO is on and working correctly.
Please also check in our app as this will display charger status such as "charger offline"

‍Check the Status Light setting.

Check the Simpson and partners app to ensure that the Status lights are set to "always on". If this is off please toggle it to "on"

Settings Screenshot (showing Status lights on)

Check the Main Switch/RBO

Check the main switch/RCBO to ensure that it is on. This ensures that the charger is receiving power. If the main switch/RCBO won't stay on or resets as soon as you flick it, please contact your electrician as it will likely need replacing. This is not covered by our warranty.

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If both the above steps have been checked and there are still no lights on the board, and the app is showing as "charger offline", please raise a support ticket and we will investigate further

Over The Air Updates (OTA)

Over-the-Air (OTA) updates allow your Simpson & Partners charger to automatically download and install the latest software, with no cables or manual steps required. This helps keep your charger secure, reliable, and full of the latest features.

1. Your charger connects to Wi-Fi
As long as your charger is connected to a stable Wi-Fi network, it can securely receive software updates from our servers.

2. Software is regularly improved
We release software updates on a regular basis to add new features, improve performance, and fix known issues. This means your charger continues to get better over time.

3. Updates are sent automatically
When a new software version is available, your charger will automatically download and install it in the background. You don’t need to take any action.

4. Charging sessions come first
If your car is currently charging, the update will wait until the session has finished to avoid interruptions.

5. A flashing purple light indicates an update
While the update is being installed, you’ll see a flashing purple light on the charger. Once the update is complete, the light will return to normal and the charger will be ready to use again.

6. Check what’s new
You can visit our website at any time to view the latest firmware version and read the software release notes for details on what’s changed in each update.

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Poor Signal Strength

Why Your Wi-Fi Signal May Be Weak Outside

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If your charger is struggling to connect to your Wi-Fi when it’s outside, don’t worry — this is quite common and usually has a simple explanation.

1. Walls and other barriers weaken the signal
Wi-Fi signals have a hard time travelling through solid objects like brick, concrete, or metal. The more walls (or thicker walls) between your router and your charger, the weaker the signal will be outdoors.

2. Different antennas make a difference
Phones and tablets have omnidirectional antennas, which are designed to pick up Wi-Fi from all directions, making them more forgiving in weaker areas. The charger’s antenna is more focused, so it may not pick up a signal as easily if it’s far away or partially blocked.

3. Other interference can disrupt the signal
Nearby electronic devices, cordless phones, microwaves, and even other Wi-Fi networks can interfere with your signal and reduce strength outdoors.

Tips to improve outdoor Wi-Fi:

Try moving your router or Wi-Fi node closer to where the charger is installed.
Add a Wi-Fi extender or mesh node nearer to the outside area.
Make sure your router is not placed behind thick walls or metal objects.

With a few small adjustments, you can often improve the signal and get your charger connected reliably.

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Mesh Networks

Simpson & Partners chargers can work with mesh Wi-Fi networks, but there are a few important things to keep in mind to ensure a smooth setup.

Our chargers connect to the 2.4 GHz band of your Wi-Fi network. This means your mesh system must support 2.4 GHz (some systems only use 5 GHz, which won’t work).

Your Wi-Fi name (SSID) should also be simple — avoid unusual characters or symbols (such as @, #, %, or spaces) in your network name or password, as these can sometimes cause connection problems.

If your charger doesn’t connect successfully to your mesh network, here are a few alternative options:

Try connecting it to a mobile hotspot from your phone.
Temporarily disable the mesh feature and use a standard single router network.
Create a separate 2.4 GHz network just for setup.

Following these steps often solves most connection issues and helps your charger stay connected reliably.

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Guide: Check for Recent Network Changes

When a device suddenly stops connecting to your network, it’s often because something changed — even small adjustments can have a big impact.
Before diving into deeper troubleshooting, check the points below 👇

1️⃣ Did You Change Internet Provider?

If you’ve switched to a new ISP, your router, modem, or login details may have changed.
Make sure:
- You’re using the new Wi-Fi network name (SSID) and password.
- Your new router is set to 2.4 GHz if your device doesn’t support 5 GHz.
- Any previously connected devices are updated with the new network credentials.

2️⃣ Have You Changed Router or Network Settings?

Check if any of the following were recently updated:
- ✅ Wi-Fi name (SSID) or password
- ✅ Network security settings (e.g., WPA2/WPA3)
- ✅ IP address range, DHCP settings, or firewall rules
- ✅ Parental controls or MAC address filters

🔐 Even a small change — like a new password — can stop devices from reconnecting automatically.

3️⃣ Have You Moved Your Router or Wi-Fi Extenders?

Changing the physical location of your router or extender can affect signal strength and coverage.
Make sure:
- The router is centrally located and not blocked by thick walls or metal objects.
- The charger or device is within good signal range.
- If you use extenders, they’re still properly linked to the main router.

📶 A weaker or unstable signal can cause your network to disappear or become unreliable.

4️⃣ Did You Add or Remove Any Network Equipment?

Check if you recently:
- Added a new router, mesh system, or booster
- Removed or unplugged network equipment
- Installed a new firewall or VPN

🛑 Any of these changes can interrupt how your devices find and connect to the network.

5️⃣ Other Common Network Changes

Firmware or software updates on your router or ISP equipment
Changes to power settings or scheduled reboots
ISP outages or maintenance

🧭 What to Do If Something Changed

Update the device or charger with the new Wi-Fi name and password.
Reconnect or reset Wi-Fi extenders if they were moved.
Reboot the router, modem, and the device.
If unsure, contact your ISP or installer for help restoring original settings.

💡 Tip: Even if you didn’t make changes yourself, someone else in the household or workplace might have — it’s always worth double-checking.

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Ethernet Connection Troubleshooting Guide

1️⃣ Check the Physical Connection

Make sure the Ethernet cable is firmly plugged into both the device and the router/switch.
Look for LED lights near the Ethernet port:
- ✅ Blinking light → active connection/data transfer
- ⚠️ No light → possible cable or port issue

2️⃣ Try a Different Cable

Swap the cable with a known good one.
Ethernet cables can fail internally even if they look fine.

3️⃣ Try a Different Port

Plug the cable into a different port on the router or switch.
Sometimes ports fail while the device is fine.

4️⃣ Check Network Settings

Ensure your device is set to obtain an IP automatically (DHCP).
Alternatively, verify that a static IP is configured correctly if used.

5️⃣ Restart Devices

Restart both your router and the device.
This can resolve temporary network issues.

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Adjusting Your Router to Use WPA2

If the charger indicates that your network security settings need adjusting please following the below settings.

1️⃣ Access Your Router Settings

Open a web browser on a device already connected to your Wi-Fi.
Enter your router’s IP address (common ones 192.168.0.1 or 192.168.1.1
Log in using your router’s admin username and password.

Tip: If you’ve never changed this, it’s usually printed on the router.

2️⃣ Locate Wi-Fi or Wireless Security

Look for a section called “Wireless,” “Wi-Fi Settings,” or “Wireless Security.”
You should see options for security mode, encryption, or password.

3️⃣ Switch to WPA2

Find “Security Mode” (sometimes called “Encryption”).
Change it to WPA2-Personal (or WPA2-PSK).
If there’s a WPA2/WPA3 mixed mode, that may work, but if it dosn't you will need to set to WPA2.

4️⃣ Keep or Update Your Wi-Fi Password

You can either keep your current password (so your devices reconnect automatically) or set a new strong password.
Save the changes.

5️⃣ Reconnect Devices if Needed

If you changed the password or the encryption type, all devices may disconnect.
Reconnect them using the new settings.

6️⃣ Optional: Update Router Firmware

Check if your router has a firmware update option — this keeps security strong.

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Network Not Appearing in App

If your network doesn’t show up when trying to connect your charger, follow these steps:

1️⃣ Check Your Wi-Fi Band

Make sure your network is 2.4 GHz.
Important: The charger only supports 2.4 GHz networks. 5 GHz networks will not appear.

2️⃣ Verify Network Type

Some routers have mixed or combined networks (2.4 GHz + 5 GHz under the same name).
This can confuse the charger — it may not detect the correct band.
If possible split your network so it broadcasts a seperate 2.4GHz Chanel)

3️⃣ Move the Router Closer

Ensure the charger is within range of the 2.4 GHz Wi-Fi signal.
Walls, floors, and other electronics can weaken the signal.

4️⃣ Use a Booster if Needed

If the signal is weak, consider installing a Wi-Fi booster to extend coverage.

5️⃣ Try Adding the Network Manually

In your app, select “Add Network Manually” and enter the network name (SSID) and password.
This can help if the network isn’t broadcasting properly or is hidden.

6️⃣ Restart the Charger and Router

Power cycle the charger: turn it off and back on.
Sometimes, this refreshes the network scan and resolves connectivity issues.

💡 Quick Tips:

Double-check the Wi-Fi password. A typo can prevent the network from connecting.
Make sure no MAC address filters are blocking the charger on the router.
After making changes, always rescan for networks in the app.

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Connecting to a Wifi Hotspot

If the simpson and partners charger isn't detecting your home wifi, you can connect it directly to a wifi hotspot created by your mobile phone. This will allow it to connect to the internet and download any software updates that are required.

For iPhones (iOS)

Open the Settings app.
Tap “Personal Hotspot.”
Turn on “Allow Others to Join.”
Set or check the Wi-Fi password.
Other devices can now connect to your iPhone’s Wi-Fi network using that password.

📝 Make sure your mobile data is on — your phone uses it to share the internet.

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For Android Phones

Open Settings on your phone.
Tap “Network & Internet” or “Connections.”
Look for “Hotspot & Tethering.”
Tap “Wi-Fi Hotspot” and turn it ON.
Tap the hotspot name or password if you want to change them (recommended for security).
Other devices can now connect using that name and password.

📝 Tip: The menu names might be a little different depending on your phone brand (Samsung, Google, etc.).

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The charger should detect the network in "available networks", it will appear as the name you have set up for your hotspot. Input your password and click confirm.

If it dosn't appear under available networks, you can add the network manually.

SSID - Name of the hotspot

Password - Setup when you created the network

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The charger should then connect to the internet and if there is an available update it will start downloading.

Note - If connected to your hotspot you will only have wifi connection when this network is turned on, connecting to your home wifi is the prefered option

What Does Wifi Signal Strength Mean (RSSI)

Wifi signal Strength is measured in RSSI which stands for “Received Signal Strength Indicator.”

This is shown in the simpson and partners app underneath "wifi network settings"

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That’s just a fancy way of saying “how strong or weak your Wi-Fi signal is.”

Think of it like this:

✅ Strong RSSI (closer to 0) → like someone talking to you right next to your ear — easy to hear, clear signal, fast Wi-Fi.
⚠️ Weak RSSI (big negative number) → like someone shouting from the other end of the house — hard to hear, choppy connection, slow Wi-Fi.

RSSI is usually shown as a negative number (for example -40 or 80)‍
👉 The closer the number is to zero, the better the signal.
👉 The farther away (like -80 or -90) the weaker the signal.

An RSSI of -127 means that your charger is connected via an ethernet connection, which is hardwired and stable

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🧠 Simple way to remember:
The higher (less negative) the number, the better your Wi-Fi will work.

📍 If you’re seeing weak signal, it usually means:

You’re too far from the router,
There are walls or obstacles in the way,
Or something’s interfering with the signal.

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Connecting Ethernet

If you select the Ethernet add on with your charger, the ethernet expansion board will be included within your charger. This allows your charger to be hardwired into your network for stability and a reliable connection.

You will need to run the ethernet cable from the charger back to your rooter and create the RJ45 connection to plug into our charger.

If you are using EV ultra the RJ45 connector uses 4 twisted pairs, leaving you with a twisted pair for the Energy manager

Charger Offline

Simpson & Partners chargers use your local wifi connection to report data back to our servers. This information is then visible within the app on your phone. If the connection to your wifi is unstable or weak the charger will display the "charger offline" error message.

You will need to reconnect the charger to your wifi and this will resolve the issue.

Details on how to do this can be found on our Wifi Setup Guide below:

Why Do I Need to Connect My Charger to Wi-Fi?

Your charger will still work without Wi-Fi, but it will operate in basic mode, including charging schedules and solar integration. These can all be configured via local control when you're within Bluetooth range (approximately 5 metres)

Our helpful wifi setup guide is below

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To remotely change smart features like remote control, charging schedules, and receive firmware updates, your charger must be connected to the internet. You will also need a strong and stable Wi-Fi connection to use the smart tariff's, such as Octopus Inteligent.

Key Benefits of Wi-Fi Connection

Enables remote control via the Simpson & Partners app
Allows automatic firmware updates
Supports smart tariffs (e.g. Octopus Intelligent, Agile Octopus)
Allows live data viewing, charging history, and notifications
Charge data is not stored locally so won't be retrievable without a connection
Makes diagnostics and support faster

What You Can Still Do Without Wi-Fi

Set up features like scheduled charging, solar charging, and cost tracking using Bluetooth
However, these settings can only be adjusted when you're within Bluetooth range (approximately 5 metres)
No remote access, automatic updates, or online diagnostics

Summary

Your charger will still operate without Wi-Fi, but connecting it unlocks its full smart capabilities.
Wi-Fi enables remote control, updates, smarter tariffs, and better support — giving you the best experience with your charger.

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My charger won’t connect to my wifi

If your charger isn’t connecting to Wi-Fi, it won’t be able to access smart features, firmware updates, or remote support.

In order to change/update any Wi-Fi settings you will need to be within Bluetooth range (approximately 5 metres) and connected to the charger.

If your charger keeps dropping out of wifi or not connecting, try resetting the wifi connection by following the below steps

Follow the handy WiFi Setup Guide

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Use the steps below to identify and fix the issue.

Possible Causes

Incorrect Wi-Fi password or network name - check if the network has symbols such as " ' or () ect in the SSID
Weak Wi-Fi signal at the charger’s location
Security Settings on your network
Incompatible router settings (e.g. using only 5 GHz)
Charger or router needs restarting

How to Fix It

Check Network Compatibility
- The charger supports 2.4 GHz Wi-Fi only
- If your router uses 5 GHz or mixed mode, ensure 2.4 GHz is enabled
Double-Check the Password
- Passwords are case-sensitive — confirm special characters, spaces, or capital letters
- This can also be copied/pasted directly from the settings app on your device.
Improve the Signal
- Move the router closer, use a Wi-Fi booster, or consider mesh Wi-Fi
Restart Devices
- Power off your router and charger
- Wait 30 seconds, then power them back on
- Retry connecting via the Simpson & Partners app
Use Manual Setup
- In the app, choose “Set Wi-Fi Manually”
- Enter your network name (SSID) and password manually
Re connect the charger with your wifi network following the below video

Summary

Ensure your charger is within range of a 2.4 GHz Wi-Fi network, your password is correct and the signal strength is good.

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If the issue persists, contact your internet provider/wifi forums for more support.

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What Does “Cloud Disconnected” Mean in the App?

The “Cloud Disconnected” message in the Simpson & Partners app means your charger is not currently connected to the internet. While charging manually and local schedules will work, features such as; remote control (outside of Bluetooth range), data recording, and smart charging modes will not function until the connection is restored.

Why This Happens

The charger has lost its Wi-Fi connection
Your home internet is down or unstable
A temporary server or network issue

How to Fix the Issue

1. Check if the Charger is Connected to Wi-Fi

Open the Simpson & Partners app
Go to Settings > Info
If the charger appears offline, follow the Wi-Fi Setup Guide to reconnect

2. Test Your Home Internet

Use another device (e.g. a phone or laptop) to check your internet connection
If other devices aren’t working, restart your Wi-Fi router

3. Restart the Charger

Turn off the charger at the isolator switch or circuit breaker
Wait 10 seconds, then turn it back on
Allow a few minutes for it to reconnect to the cloud

5. Confirm Wi-Fi Signal Strength

If the charger is far from your router or behind thick walls, signal may be too weak
To improve this:
- Move your router closer to the charger
- Use a Wi-Fi booster near the charger for better coverage

Summary

The “Cloud Disconnected” message means your charger cannot access the internet. This affects remote features and smart functionality. Follow the steps above to reconnect, or contact your internet provider for more assistance.

My Charger Keeps Disconnecting from the Internet

In order to take advantage of smart tariffs, report usage and receive software updates, Simpson and Partners chargers require a strong and stable internet connection. Onsite issues can lead to weak or intermittent internet connection which can interupt these services.

Possible Causes:

Weak Wi-Fi signal where the charger is installed
Router issues or temporary internet outages

Steps to Fix the Issue:

Check Your Wi-Fi Signal Strength
Make sure your charger is within range of your Wi-Fi router. If the signal is weak (anything below -70), try moving your router closer or use a Wi-Fi booster to improve coverage.
Restart Your Router and Charger
Turn off your Wi-Fi router, wait 30 seconds, then turn it back on. Do the same with your charger by switching it off and on again. This can help refresh the connection.
Reconfigure Wi-Fi Settings
If problems persist, reconnect your charger to your Wi-Fi network by following the Wi-Fi setup guide.

‍If the problem continues after these steps, contact your Wi-Fi provider or online forums for further assistance.

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Solar Troubleshooting

If you are experiencing issues with solar charging, follow these steps:

1. Ensure sufficient excess power

Confirm that there is at least 1.4 kW of excess solar power available for 5 minutes to enable charging.

2. Check for conflicting schedules

Make sure there are no overlapping or conflicting charging schedules that could prevent solar charging from starting.

3. Verify your Energy Manager installation

Ensure that your Energy Manager is correctly installed and connected.
If you are unsure or need help, contact your installer for guidance.

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Octopus Intelligent Charger Troubleshooting

If you are using Octopus Intelligent, follow these steps to resolve common issues:

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1. Check the charger’s internet connection

Ensure your charger is connected to Wi-Fi. A stable connection is required for Octopus Intelligent to manage charging schedules properly.

2. VW known issues

Some VW vehicles may have a “deep sleep” issue, where the car does not wake automatically to start charging.
To resolve this, set the charging schedule in the car itself or wake the car manually by locking and unlocking it with the key fob.

3. Reset connection with Octopus

If charging does not start as expected or schedules seem incorrect, try resetting the connection with Octopus to refresh your charger’s schedule and ensure it is communicating correctly with their system.

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Schedule Troubleshooting

If you are having issues with the schedule within the simpson and Partners app, please follow the below troubleshooting steps to help resolve these.

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For all vehicles:

1. Ensure the cable is fully inserted

Remove and reinsert the charging cable to make sure it’s properly connected.

2. Check for conflicting schedules

Open the Simpson & Partners app and review your charging schedules.
Make sure there are no overlapping or conflicting schedules that could prevent charging from starting.

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VW-specific issue:

Some VW vehicles are known to have a “deep sleep” issue, where the car does not wake up automatically to start a charging session. If you are experiencing this, try the following:

1. Set the charging schedule in the car

Instead of using the charger’s schedule, set your preferred charging times directly in your VW’s onboard system.

2. Wake the car manually

Lock and unlock the car using the key fob or central locking system to wake it from deep sleep.

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Using Octopus Intelligent:

If you are using Octopus Intelligent, please note that the charging schedule is controlled by their system. This means your car may charge outside of traditional off-peak hours, depending on the energy available and cost optimization.

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Following these steps usually resolves the issue. If the problem continues, contact our support team for further assistance.

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What Energy Tariffs are supported

Standard Tarrifs

Simpson and partners chargers will work with most current energy tariffs.

The majority of energy tariffs are time based either with one standard rate or an off peak rate.

A schedule can be set within the simpson and partners app to only allow charging during the off peak rates.

Pricing can be added within the app to keep track of energy costs, both on and off peak.

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Smart Tarrifs

Some energy companies offer smart EV charging tarrifs. These involve them taking control of the charge point and charging when the demand on the grid is lower. They offer a preffrential rate for EV charging because of this.

These tarrifs such as OVO anytime and Octopus inteligent require connecting the simpson and partners charge point to their tarrif.

We are in the process of intergrating with many new smart tarriffs and will anounce when these become available

My Car Keeps Charging Beyond the Limit Set in the Octopus App

If your car is charging beyond the limit set in the Octopus app, it’s because the charge limit is not controlled by the app or the Simpson & Partners charger — it must be managed by your vehicle directly.

Why This Happens

The Octopus Intelligent tariff controls when your car charges, not how much it charges.
The Simpson & Partners charger delivers energy during allowed charging times but cannot stop charging at a certain battery percentage.
Only your vehicle can limit the charge level. Neither the Octopus app nor the charger can override this.

How to Fix It

Set the Charge Limit in Your Vehicle
Most electric vehicles allow you to set a charge limit using the in-car display or manufacturer’s app (e.g. Tesla app, MyBMW, Kia Connect).
Ensure the Limit Is Saved
Some vehicles require you to confirm or re-activate the limit each time you plug in.
Observe the Next Charging Session
After setting the limit in your vehicle, monitor the next charge session to confirm that charging stops at the correct battery level.

Troubleshooting

How do I know if the charge limit is active?
Check your vehicle’s settings or app to confirm the limit is enabled before charging. Some vehicles default to 100% unless a new limit is saved.

Can the Octopus app override my vehicle’s limit?
No — Octopus controls the timing, but your car controls the battery level. For safety and technical reasons, only the vehicle can stop charging at a specific percentage.

Summary

The charge limit must be set directly in your vehicle.
While Octopus Intelligent controls when to charge, it cannot limit how much.
To prevent overcharging, always set and confirm the limit within your car’s own settings.

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Octopus Says My Charger Isn’t Connected to the Internet

If Octopus Intelligent reports that your charger isn’t online, it means the charger has lost its internet connection and cannot receive charging schedules or updates from Octopus. Follow the steps below to restore connectivity.

Common Causes

The charger has lost connection to your Wi-Fi
Your home internet is down or unstable
The charger is too far from your router, causing a weak signal
The Wi-Fi settings were changed or reset
There is a temporary issue with your internet service provider

How to Fix This

1. Reconnect Your Charger to Wi-Fi

Use the Simpson & Partners app to reconnect your charger:

Open the app
Go to the Settings section
Select change wifi network
Pick your network from the list of networks
Enter your Password and click "connect

You can also follow the Wi-Fi Setup Guide for step-by-step instructions below:

2. Improve the Wi-Fi Signal

If the charger is far from the router or behind thick walls:

Move the router closer to the charger, if possible
Consider installing a Wi-Fi booster or mesh system near the charger

3. Restart the Charger and Router

Power cycling can fix temporary connection issues:

Turn off your Wi-Fi router and charger
Wait 30 seconds
Turn both back on
Wait a few minutes for them to reconnect

If the Issue Persists

Consider using a 4G-to-Wi-Fi router as a dedicated connection for your charger
Contact your network provider for further troubleshooting or next steps

Summary

A stable internet connection is essential for Octopus Intelligent to work correctly.
If your charger is reported as offline:

Check your home Wi-Fi
Reconnect the charger
Improve the signal strength
Restart your devices
Update firmware if needed

Taking these steps should restore internet access and get your smart charging features working again.

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How Does Octopus Intelligent Work?

Octopus Intelligent is a smart energy tariff designed for EV drivers. It enables automated charging at off-peak rates, helping you save money while ensuring your car is ready when you need it. This isn't necessarily at off peak times as Octopus control when your car charges based on the overal grid demand.

Once connected, Octopus Intelligent controls your charger via their app and schedules charging based on your chosen departure time.

Requirements for Octopus Intelligent

Stable Internet Connection
- Your charger must stay online for Octopus to manage charging schedules.
- If your Wi-Fi is weak near the charger:
  - Move your router closer
  - Use Wi-Fi boosters or extenders
Compatible Hardware Version (V2 or V3)
- Octopus Intelligent uses OCPP (a smart charging protocol).
- Only V2 and V3 Simpson & Partners chargers support this.
- If your charger is a V1 model, this will require an hardware update.
Latest Firmware Installed
- Firmware updates occur automatically when connected to the internet.
- To trigger an update:
  - Restart the charger
  - The status light will flash purple during an update
- Check your firmware version:
  - Open the Simpson & Partners app
  - Go to Settings > Info > Firmware Version
  - More info is available in the support documentation under “Firmware Release Notes”

How to Set Up Octopus Intelligent

Follow these steps once your charger is online and your car is plugged in:

Open the Octopus app
Go to:
Devices → Add Electric Vehicle → Select I’m Plugged In
Choose your car from the dropdown list
Select your Simpson & Partners charger model
Choose Connect via my charger
Agree to the terms and conditions, then tap Agree and Connect
Enter the serial number (find this in the Simpson & Partners app)
Enter the PIN number (also in the app)
Tap Allow Access

Once setup is complete, Octopus Intelligent will take over scheduling. No manual charging times are needed.

Summary

Connecting your Simpson & Partners charger to Octopus Intelligent enables:

Automated off-peak charging
Lower energy costs
Smart scheduling through the Octopus app

Just make sure your charger:

Is a V2 or V3
Has the latest firmware
Stays connected to the internet

You'll then enjoy the full benefits of smart, worry-free charging.

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Charger Lights

Understanding your charger’s lights can help you quickly identify its status:

Red Solid Light – The charger is locked to prevent unauthorized charging.

Blue – The car is connected but not charging.

Green – The car is charging.

Purple – A software update is in progress.

White – The car is not connected.

Courtesy Light – Activates when the charge flap is opened and stays on for approximately 20 seconds.

Red Flashing Light – A fault has been detected.

Press the reset button.
If the issue persists, turn the charger off at the mains and back on.

Yellow – A schedule is set, and the charger is waiting for the scheduled time to start charging.

If there are no lights on your charger, it could mean one of the following:

The charger has no power — check that it’s switched on at the mains.
The “Status lights always on” setting is turned off in the app, which disables the lights when the charger is idle.

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Solar Troubleshooting

If you are experiencing issues with solar charging, follow these steps:

1. Ensure sufficient excess power

Confirm that there is at least 1.4 kW of excess solar power available for 5 minutes to enable charging.

2. Check for conflicting schedules

Make sure there are no overlapping or conflicting charging schedules that could prevent solar charging from starting.

3. Verify your Energy Manager installation

Ensure that your Energy Manager is correctly installed and connected.
If you are unsure or need help, contact your installer for guidance.

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Where do I find my serial

Your serial number is important for helping us identify and troubleshoot your charger. There are several places to find your serial number outlined below:

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Locate the card that came with your charger

This is a credit card sized reminder that includes your serial number and pin and is provided with your order

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‍If you have the charger connected to your app

If you have access to our app then you can find the serial number below:

Open settings
scroll down and find "serial number"

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If you don't have the charger registered

It should appear as an available charger (when stood within bluetooth range, and the charger is powered on), and the serial number will appear below.

If you have named the charger then it might display your name instead of the serial here.

Opening the installer section of the app and it should appear there

If the charger is named, you can open the installer menu and scroll down to see the serial

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If you still can't find the serial.

The serial is provided on a sticker on the side of the unit, underneath the metal front.

This can be removed and lifted off.

Ensure that the unit is powered off before proceeding and request help from a professional if you require additional assitance

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Where can I find my charger pin

Your charger pin can be found on the security card that is in the welcome booklet that is included in your order.

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If you have misplaced this, and require a pin reminder, please open a support ticket and include your order number and serial number which will allow us to locate your unique pin

Charger Offline

You will need to reconnect the charger to your wifi and this will resolve the issue.

Details on how to do this can be found on our Wifi Setup Guide below:

Supply voltage too high or low - Charging disabled

When the message is displayed the charger has detected anunsafe voltage at your property while attempting to charge your car.

Please press the reset button located within the ring ofLED's on the charging flap.

Please can you also power the device off at the mains wait 1minute and power it back on

This should resolve the issue. If the issue persists please do open a ticket and we will investigate.

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Your cable is limiting the charging rate

EV charging cables have a maximum rated power that they are designed to offer to your car. The majority of cables are rated to 32A/7kW,which would allow the full charge through our 7kW chargers. However some car manufacturers supply the car with a cheaper lower rated cable that is only able to deliver 16A/3.6kW. The Simpson and partners charger automatically detects this and will limit the power available to the car to ensure that the cable isn't compromised.

When the message is being displayed, the cable you are usingto charge your car is limiting the power that we can offer to your car. Inorder to receive the full power that our charger can offer, consider purchasinga 32A/7kW rated cable.

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Your charger is too hot and needs to cool down

Simpson and Partners chargers have internal temperaturesensors that monitor the temperature of internal components. If the internaltemperature exceeds a threshold, we proactively slow the charge speed to reducethe temperature within the charge point.

When this message appears, our charger has reduced thecharging speed until the temperature has sufficiently cooled. Once this hasstablised at the lower temperature the charging session will increase back tofull power again.

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High loading detected - Charging rate reduced

Simpson and Partners chargers, with a correctly installedenergy manager monitor the amount of power that your house is using. Mostproperties have a fuse which determines the maximum power that can be used atany point in time. The energy manager is designed so that if your house isusing a lot of power it will proactively slow the charger speed, until there isenough spare power to resume the full charging speed.

When this message appears it typically means that yourproperty is using a lot of power and the charger is slowing your charge toprotect your home fuse. This is typically when lots of devices, such as youroven, electric shower ect, are running at the same time. Once the loads havereduced the charging session should automatically increase and the error willdisappear.

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Energy Manager connection has timed out

If you are using our wireless energy manager, this message means that the Simpson & Partners charger has lost the connection with the wireless energy puck. This means that it is no longer receiving the property usage data, if you have set a fail safe reading (in the installers section),the charge point may slow down the power offered to your car. This is because it no longer has the live data of what your property is using so defaults to safe lower limit. You may see that your car charges slower than expected untill this is resolved.

Our Wireless Energy manager has an internal battery that sometimes needs charging. Typically when this message appears it means that the internal battery needs a charge. Connect a USB cable to the energy manager and charge for 12 hours and this will resolve your issues

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My cable is stuck in my charger

Socketed Simpson & Partners EV chargers have a built-in motor lock that secures the charging cable during use. This motor-driven locking pin ensures safety by preventing the cable from being removed while the car is charging.

You can also enable Tethered Mode in the Simpson & Partners app, by pressing the "lock cable button". This will keep the cable permanently locked into the charger.
Occasionally, the motor lock may become stuck—either locking the cable in place, or preventing a new cable from being inserted.

Follow the steps below to reset the motor lock and restore normal operation.

What Causes This?

Locking pin stuck in the extended (locked) or retracted (unlocked) position
Power interruption during a charging session

How to Fix It

1. Power Cycle the Charger

Resetting the charger’s power will return the lock to its default unlocked state.

Steps:

Turn off the charger at the main isolator switch or circuit breaker
Wait for 10 seconds
Turn the charger back on

During startup (for about 5 seconds), the motor lock will automatically retract, allowing you to insert or remove the cable.

2. Use the App to Toggle the Motor Lock

You can use the Simpson & Partners app to manually activate or reset the lock.

Steps:

Open the Simpson & Partners app
Locate the “Cable Locked” toggle/button on the home screen
Press it a few times to activate and deactivate the motor lock

You should hear the motor operate. After this, the lock should release and allow you to remove or insert the cable.

Summary

The cable locking mechanism is an important safety feature, but it can occasionally get stuck. Resetting the charger power or toggling the lock in the app usually resolves the issue. If it continues, contact Simpson & Partners support for further help.

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RCBO Tripping Troubleshooting

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1. Check the RCBO switch

Does the switch stay in place, or does it feel sticky or loose?
If it won’t stay up, this may indicate a fault with the RCBO itself.

2. Limit the charge rate

In the Simpson & Partners app, limit the charge rate to 16A and check if the RCBO still trips.
If it doesn’t trip at a lower rate, this may point to an issue with the power supply or breaker capacity.

3. Check for power output (advanced)

If you feel comfortable and are competent with electrical work, use a voltmeter to check whether there is power output from the RCBO terminals.
If there’s no output, the RCBO may be faulty or tripped.

4. Contact an electrician

If the above steps don’t resolve the issue, contact a qualified electrician to inspect and replace the RCBO if needed.

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Charger Lights

Understanding your charger’s lights can help you quickly identify its status:

Red Solid Light – The charger is locked to prevent unauthorized charging.

Blue – The car is connected but not charging.

Green – The car is charging.

Purple – A software update is in progress.

White – The car is not connected.

Courtesy Light – Activates when the charge flap is opened and stays on for approximately 20 seconds.

Red Flashing Light – A fault has been detected.

Press the reset button.
If the issue persists, turn the charger off at the mains and back on.

Yellow – A schedule is set, and the charger is waiting for the scheduled time to start charging.

If there are no lights on your charger, it could mean one of the following:

The charger has no power — check that it’s switched on at the mains.
The “Status lights always on” setting is turned off in the app, which disables the lights when the charger is idle.

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Slower Charge Troubleshooting

If your charger is charging slower than usual, follow these steps to identify and resolve the issue:

1. Check your car

Ensure that charge limits are not set in your vehicle.

2. Check the Simpson & Partners app

In the app settings, verify that the charge limit option is not restricting charging speed.

3. Check your Energy Manager

If you have a wireless Energy Manager, ensure it has sufficient battery.
A drained Energy Manager will limit charging for safety reasons.

4. Check your household power usage

If your house is using a lot of power, the charger may temporarily reduce charge speed until enough power is available.

5. Test with another car or cable

If possible, try charging a different car or using another cable to rule out issues with the car or cable.

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Car Troubleshooting

If your car is not charging, follow these steps:

1. Check for schedules

Ensure that there are no charging schedules set on your car that might prevent it from starting a session.

2. Check charge limits

Verify that the car isn’t set to limit charging (e.g., battery set to stop charging below 100% or a maximum charge level).

3. Check the car’s 12V battery

Make sure your car’s 12V battery is fully charged, as a low 12V battery can prevent the car from starting a charging session.

4. Locked cable in car

If the cable is locked in your car, this is controlled by the vehicle and not the charger.
Check your car’s charge flap or user manual for instructions on how to unlock the cable.

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Solar Troubleshooting

If you are experiencing issues with solar charging, follow these steps:

1. Ensure sufficient excess power

Confirm that there is at least 1.4 kW of excess solar power available for 5 minutes to enable charging.

2. Check for conflicting schedules

Make sure there are no overlapping or conflicting charging schedules that could prevent solar charging from starting.

3. Verify your Energy Manager installation

Ensure that your Energy Manager is correctly installed and connected.
If you are unsure or need help, contact your installer for guidance.

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Socket Troubleshooting

If you are experiencing issues with your car charging and you have an unteathered version of our charger, follow the steps below to troubleshoot:

1. Ensure the cable is fully inserted

Make sure the charging cable is properly connected.
If the cable isn’t fully inserted, the charger will show a white light instead of a blue light, which indicates it has detected the car is connected.
If the cable still won’t fully insert, press the lock/unlock button to reset the motor lock and allow the cable to engage.

2. Check schedules

Ensure that neither the charger nor the car has an active charging schedule that could prevent charging.
If you are using Octopus Intelligent, make sure it is properly connected, as their system controls the charging schedule.

3. Test with another cable

If possible, try using a different charging cable to rule out any issues with the cable itself.

4. Test with another car

If available, try charging a different vehicle. This helps determine whether the issue is with the charger or the car.

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Octopus Intelligent Charger Troubleshooting

If you are using Octopus Intelligent, follow these steps to resolve common issues:

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1. Check the charger’s internet connection

Ensure your charger is connected to Wi-Fi. A stable connection is required for Octopus Intelligent to manage charging schedules properly.

2. VW known issues

Some VW vehicles may have a “deep sleep” issue, where the car does not wake automatically to start charging.
To resolve this, set the charging schedule in the car itself or wake the car manually by locking and unlocking it with the key fob.

3. Reset connection with Octopus

If charging does not start as expected or schedules seem incorrect, try resetting the connection with Octopus to refresh your charger’s schedule and ensure it is communicating correctly with their system.

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Schedule Troubleshooting

If you are having issues with the schedule within the simpson and Partners app, please follow the below troubleshooting steps to help resolve these.

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For all vehicles:

1. Ensure the cable is fully inserted

Remove and reinsert the charging cable to make sure it’s properly connected.

2. Check for conflicting schedules

Open the Simpson & Partners app and review your charging schedules.
Make sure there are no overlapping or conflicting schedules that could prevent charging from starting.

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VW-specific issue:

Some VW vehicles are known to have a “deep sleep” issue, where the car does not wake up automatically to start a charging session. If you are experiencing this, try the following:

1. Set the charging schedule in the car

Instead of using the charger’s schedule, set your preferred charging times directly in your VW’s onboard system.

2. Wake the car manually

Lock and unlock the car using the key fob or central locking system to wake it from deep sleep.

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Using Octopus Intelligent:

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Following these steps usually resolves the issue. If the problem continues, contact our support team for further assistance.

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Tethered Cable Troubleshooting

If you’re experiencing issues with your Simpson & Partners charger, follow these steps to help identify and resolve the problem:

1. Check the charging cable

Inspect the cable for any blue residue or dirt.
If you find any, power off the charger and carefully clean the cable before attempting to charge again.

2. Test with another vehicle

If possible, try charging a different car using the same charger.
This helps determine whether the issue is with your vehicle or the charger itself.

Next steps:

If the problem persists after cleaning the cable and testing with another car, contact our support team for further assistance.

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My Lights aren't showing on my charger

Does the charger still charge your car?

If your car charges as expected then it is likely that the status light setting in the app is "off"
If the car doesn't charge, it is possible that the charger dosn't have power. Please check the Main Switch/RCBO is on and working correctly.
Please also check in our app as this will display charger status such as "charger offline"

‍Check the Status Light setting.

Check the Simpson and partners app to ensure that the Status lights are set to "always on". If this is off please toggle it to "on"

Check the Main Switch/RBO

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If both the above steps have been checked and there are still no lights on the board, and the app is showing as "charger offline", please raise a support ticket and we will investigate further

What do the lights on my charger mean?

The lights on the charger indicate the status of the charger. The different colours provide details about how the charger is working.

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This is also available within the quick start guide.

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White - Charger in Standby

Blue - Car Connected

Green - Charging in Progress

Red - Charger locked (check setting in app)

Yellow - Smart schedule active

Purple (flashing) - firmware update in progress

Blue (flashing) - Identifying charger.

Red (flashing) - Fault Detected (Reset charger by powering off/on)

My cable is stuck in my charger

Follow the steps below to reset the motor lock and restore normal operation.

What Causes This?

Locking pin stuck in the extended (locked) or retracted (unlocked) position
Power interruption during a charging session

How to Fix It

1. Power Cycle the Charger

Resetting the charger’s power will return the lock to its default unlocked state.

Steps:

Turn off the charger at the main isolator switch or circuit breaker
Wait for 10 seconds
Turn the charger back on

During startup (for about 5 seconds), the motor lock will automatically retract, allowing you to insert or remove the cable.

2. Use the App to Toggle the Motor Lock

You can use the Simpson & Partners app to manually activate or reset the lock.

Steps:

Open the Simpson & Partners app
Locate the “Cable Locked” toggle/button on the home screen
Press it a few times to activate and deactivate the motor lock

You should hear the motor operate. After this, the lock should release and allow you to remove or insert the cable.

Summary

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Slower Charge Troubleshooting

If your charger is charging slower than usual, follow these steps to identify and resolve the issue:

1. Check your car

Ensure that charge limits are not set in your vehicle.

2. Check the Simpson & Partners app

In the app settings, verify that the charge limit option is not restricting charging speed.

3. Check your Energy Manager

If you have a wireless Energy Manager, ensure it has sufficient battery.
A drained Energy Manager will limit charging for safety reasons.

4. Check your household power usage

If your house is using a lot of power, the charger may temporarily reduce charge speed until enough power is available.

5. Test with another car or cable

If possible, try charging a different car or using another cable to rule out issues with the car or cable.

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Product Dimensions

The Simpson & Partners Home 7 and Home 7 Plus and Home 22 Plus EV chargers share the following dimensions:

Height: 286 mm
Width: 196 mm
Depth: 111 mm

These compact dimensions ensure the chargers fit seamlessly into most residential environments. Whether mounted in the garage or on an exterior wall, they remain unobtrusive while providing reliable service.

Simpson & Partners also offer freestanding EV chargers, designed for easy installation outdoors or in locations where wall mounting isn’t possible.

The freestanding units have the following dimensions:

Height: 1,308 mm
Width: 196 mm
Depth: 111 mm

These slim, tall units are perfect for keeping your charger accessible while taking up minimal ground space. Like our wall-mounted chargers, they are reliable, easy to use, and built to blend seamlessly into residential or commercial environments.

Whether you choose a wall-mounted or freestanding charger, Simpson & Partners provide a compact, stylish, and efficient charging solution for your electric vehicle.

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What Energy Tariffs are supported

Standard Tarrifs

Simpson and partners chargers will work with most current energy tariffs.

The majority of energy tariffs are time based either with one standard rate or an off peak rate.

A schedule can be set within the simpson and partners app to only allow charging during the off peak rates.

Pricing can be added within the app to keep track of energy costs, both on and off peak.

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Smart Tarrifs

These tarrifs such as OVO anytime and Octopus inteligent require connecting the simpson and partners charge point to their tarrif.

We are in the process of intergrating with many new smart tarriffs and will anounce when these become available

Connecting Ethernet

You will need to run the ethernet cable from the charger back to your rooter and create the RJ45 connection to plug into our charger.

If you are using EV ultra the RJ45 connector uses 4 twisted pairs, leaving you with a twisted pair for the Energy manager

Charging My wireless Energy Manager

If your wireless energy manager has run out of battery you may get a notification within the app.

To check its power press the pair button on the reverse of the charger.

If you see a blue light the charger has power

If there is no light then please connect a usb cable with power and charge for aproximately 12 hours

Energy Management

Electric vehicle chargers use a lot of power, much more than typical household appliances like washing machines, tumble dryers, and cookers.

It’s important to ensure all devices share electricity safely so your home’s power isn’t overloaded.

Our chargers come standard with a Wired Energy Manager, a small sensor that connects to your home’s main electricity supply. This sensor monitors your home's energy usage and automatically adjusts the charger’s speed to prevent excessive electricity consumption.

Most charger brands only offer wired sensors, but sometimes the sensor needs to be installed far from the charger. Running long wires neatly through the house can be challenging.

Check with your electrictian if you are unsure which option to go for

Benefits of an Integrated Cable

A tethered charger has a built-in charging cable, which makes it quick and easy to use.

There is no need to find or connect a separate cable. Since the cable is attached permanently, it won’t get lost, and there’s no extra clutter in your car.

However, there are some downsides. The cable is fixed at a set length which might not be long enough in some parking situations.

Over time, charging standards may change, and because the cable is built-in, replacing it may be more difficult. Also, the cable is always visible, which may not suit everyone’s preference for a tidy look.

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Benefits of an Integrated Socket

A simple and tidy design means there’s no fixed cable, keeping the installation neat and unobtrusive.

You can use the charging cable that came with your car or swap it if needed, making it compatible with different electric vehicles.

This charger is also built for the future. If charging standards change or the cable wears out, you can replace the cable instead of fixing the whole charger. Additional during cold winter months, the cable can be removed and stored in a clean, dry place, keeping it in good condition for longer.

The cable can be locked into the charger via the Simpson & Partners app when charging, for added security. The integrated socket is our most popular charger.