ChargePilot FAQs

Our answers to your questions about smart charging with ChargePilot from The Mobility House.

General questions about ChargePilot

Product questions (before purchase)

I would like to buy ChargePilot, the Charging and Energy Management system from The Mobility House. What else do I need?

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.

We already have charging stations installed and now we need to control the charging processes intelligently. Can we use ChargePilot for different charging stations or do we have to replace all our charging stations?

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.

Can we integrate additional charging stations into ChargePilot at a later date?

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

Can we also use ChargePilot for invoicing?

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.

How can I establish an Internet connection to the Smart Charging Controller?

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.

Help! My electric vehicle isn't charging – Questions during operation

Why is my electric vehicle not charging?

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.

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 charging management system.

My car was plugged in for several hours and did not charge. What happened?

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.
I cannot unplug the charging cable from my electric vehicle. What could be the cause?

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.

I have lost an RFID chip. Where can I get a new one?

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

My RFID card is not being recognised. What could be the cause?

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)).

I see in the ChargePilot user interface that a charging station is currently out of order. What can I do?
  • 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.

What do the coloured indicators on the charging station mean?

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)

Technical Questions

What hardware does the system use? Which control box is used on site? What connection options does it offer (WLAN, LAN, mobile network, etc.)?

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.

What external interfaces does the system offer? (Backend operator, invoicing, network operator, …)

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
What IT security standards does the system offer?

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.

Is there an integration planned for Smart Meter Gateways?

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

Does ChargePilot meet the standard requirements of the network operator?

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.

Can the charging station switch phases at the command of the load management system with a 1-phase charge so that the power is not limited due to the 4.6-kVA asymmetrical load criterion if, for example, the L1 is already heavily loaded?

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.

Can specific default values be set on the charger or the load management system when communication with the load management system or Smart-Meter Gateway is interrupted (e.g. charging at max. 4.6 kVA in the event of an interruption to communication)?

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.