Why is my electric vehicle not charging?
This could be caused by a number of things:
- Cable not plugged in properly - Unplug the charging cable from the electric vehicle and, if possible, from the charging station and then plug back in again.
- Electric vehicle not authenticated - Have you held your RFID card up to the card reader on the charging station? Charging stations with displays will show you whether or not authentication is necessary. If it still does not work, please try another RFID card. If that fails, please contact our The Mobility House customer service hotline (+49 89215 38 054, Mon-Fri, 8 AM to 6 PM (CET)).
- Electric vehicle is waiting in the queue - Your electric vehicle may be waiting in the queue because there is currently not enough charging power for all the electric vehicles in your fleet. As soon as there is enough power for your electric vehicle, it will start charging. You can view details of individual charging processes in the ChargePilot Web Portal.
- The vehicle is in gear - this may sound like a strange reason, but it is sometimes the case with some electric vehicle models. The car must be in P (Park) for charging to start.
My car is charging, but with very little power, even though there are no other cars plugged in.
It is possible that the charging power in the vehicle has been set to a lower charging-power level. This cannot be overridden by the load management system.
Can I prioritize individual vehicles so that they are recharged as quickly as possible?
Yes, you can prioritize the corresponding charging station in the ChargePilot Web Portal. This means that the vehicle at the prioritized charging station is charged first and with the maximum charging power available. Please note that prioritizing too many charging stations nullifies the desired effect.
According to which criteria can loading priorities be set?
Prioritized charging can be selected for individual charging points or RFIDs. Further prioritization options are available based on departure time and SoC (State of Charge). In these cases, however, the necessary data must be transmitted to The Mobility House by the vehicle / user. Therefore, the feature is currently only used in selected projects (public transport, logistics). As soon as the vehicles and charging stations enable the necessary data transmission, this feature will of course be available for the general market.
In the ChargePilot Web Portal I see that a charging station is currently out of order. What can I do?
In the first step you can take the following measures:
- Disconnect the power from the charging station and reconnect it
- Disconnect the LAN cable between the controller and the charging station and reconnect it.
If the charging station is still out of order after trying these steps, please contact our customer service team (+49 89 215 38 054, Mon-Fri, 8 AM to 6 PM (CET)). Please note that only authorized persons are permitted to perform these two steps.
What consequences does an interruption of the Internet connection have on load management?
Load management is carried out by the Smart Charging Controller of The Mobility House, which is installed on site. The default value set in the ChargePilot system is taken into account by the Controller even without an active Internet connection ensuring that the network connection is not exceeded. That means that the charging processes are controlled without any interruption, even if the Internet connection is temporarily lost.
My RFID card is not being recognized. What could be the cause?
Test your RFID chip on another free charging station. If the chip is also not recognized by this station, please contact The Mobility House customer services (+49 89 215 38 054, Mon-Fri, 8 AM to 6 PM (CET)).
I have lost an RFID chip. Where can I get a new one?
You can order a new RFID card or RFID chip at any time from The Mobility House customer service (+49 89 215 38 054, Mon-Fri, 8 AM to 6 PM (CET)).