ChargePilot FAQs

First you need a charging station that is compatible with both your electric vehicle and ChargePilot. You can find a list of all compatible charging stations here. Your charging station will be installed by a qualified electrician. Please note that all charging stations must be connected to the Smart Charging Controller via LAN cable.

ChargePilot, the Charging and Energy Management system from The Mobility House, is controlled by our local Smart Charging Controller. This requires a 230-V mains connection and an Internet connection. The Internet connection can be established via either an ethernet cable or an LTE stick. You can find out how this works under "How can I establish an Internet connection to the Smart Charging Controller?" The standard package includes all the necessary components to set up and control up to 15 charging stations. You will receive a detailed description on installation when you order ChargePilot. We would be happy to give you more information in person or by telephone.

ChargePilot, the Charging & Energy Management system from The Mobility House, can control charging stations made by various manufacturers. Here is a list of all the charging stations that are compatible with our system. The list is still growing, so the system is becoming more and more manufacturer-independent.

The important thing is that all charging stations have a LAN connection so that they can be connected to the Smart Charging Controller. The Smart Charging Controller itself requires a power connection and an Internet connection.

Yes. An unlimited number of charging stations can be added to the system at a later date.

Currently, we can provide you with an Excel file with the energy consumption per RFID card or user per month.

We are working tirelessly on a legally compliant solution for automatic invoicing to make charging even more convenient for you.

For configuration and functions such as monitoring, remote maintenance and the integration of other services, ChargePilot requires a stable Internet connection to exchange data with the corresponding backend. Please review the steps for Internet setup options in advance:  

1. Are there different types of networks on site? In addition to the normal company network, there is usually another, less protected parallel network (often called the guest network) which generally allows contact to external services without the need for major modifications.
2. Check and see if the selected network allows continuous external communication. The following ports in the network must support an outgoing connection:

    53 UDP     (DNS name resolution)

   123 UDP     (NTP time synchronisation)

   443 TCP      (https)

   5671 TCP      (messagebroker)

   9001 TCP      (websocket connection to TMH Backend)

3. If this connection is not possible, you can set up a connection via a separate GSM connection if the site has suitable connection quality and bandwidth. We are happy to offer you this option separately. ChargePilot cannot be set up without an Internet connection.

This could be caused by any number of things: 

The vehicle is in gear – this may sound like a strange reason, but it is often the case with some electric vehicle models. The car must be in P (Park) for charging to start.

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. Failing that, 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. If this is the case, you will be able to see so in the ChargePilot user interface.

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 charging management system.

There are several possible causes for this:

• Electric vehicle is waiting in the queue – Your electric car has been waiting in the queue, and there is not yet enough charging power available to charge your electric car.
• Electric vehicle has not been authenticated – The charging process first has to be authenticated with an RFID card. If this is not done, the charging process will not start.

The charging cable is locked at both ends as standard. To release it, you have to unlock the plug in the electric vehicle with a key. If that does not help, there could be a problem with the charging station or with the electric vehicle.

You can order a new RFID card or RFID chip from The Mobility House any time.

Test your RFID chip on another free charging station. If the chip is also not recognised by this station, please contact The Mobility House customer services (+49 89 215 38 054, Mon-Fri, 8 AM to 6 PM (CET)).

• 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 authorised persons are permitted to perform these two steps.

For a detailed explanation, please follow the link to your particular charging station:

Alfen Eve Single: https://alfen.com/sites/alfen.com/files/downloads/Handbuch-EveSingle-Deutsch.pdf (from page 9 9)

KEBA KeContact P30: https://www.keba.com/download/x/73b7fd4d35/kecontactp30_bdde_web.pdf (from page 13)

To operate ChargePilot, we need our Smart Charging Controller (KUNBUS, RevPi Core 3) on which the logic is implemented. This can be connected to The Mobility House’s Cloud application via LAN or mobile network connection. Additional hardware is required for the mobile network connection. The charging stations are connected by LAN via a switch.

Already implemented or currently being implemented:

Cloud

• The Mobility House Rest API 
• OCPP 
• IEC 60870-6-104
• IEC 61850

Local

• Modbus TCP interface (as client) for reading energy meters
• Modbus TCP interface (as server) for connection to an energy management system

Communication between The Mobility House Local Controller and The Mobility House Cloud uses TLS encryption. All sensitive settings are encrypted and stored in a database (hashed and salted). In addition, two-factor authentication is required for user authentication.

Yes. We are already in talks with several meter operators. The connection will be established using an FNN control box.

Yes, in several respects: Firstly, by limiting the apparent power and unbalanced load at a mains connection point to be determined. Secondly, by mains-based control of charging installations; for which a space is kept free in the meter cabinet for a separate meter, a Smart Meter Gateway incl. FNN control box or a ripple control receiver and the local controller.

Unfortunately, the design of the charging stations does not allow this. However, the charging stations are phase-inverted by default. This ensures that the phases used are distributed as if by themselves.

Yes, we set a default value in case the connection between charging station and controller is interrupted. This default value ensures that the mains connection is not exceeded and is taken into account by the controller. The controller itself continues controlling the remaining charging stations unimpeded.