FAQ

Our charger does not require servicing.
For models with Internet capability you can use your Charging App to individually install software updates on the charger, providing it has been connected to the Internet.
Here you can find more information about the software updates.

The charger is intended for electric vehicles of the European market and is delivered with the standardized AC plug connector for the European market (type 2).

That depends on several different things. If you live in your own home, with your own electricity meter, garage or parking space, you meet the most important criteria. If, for example, you rent a property but have your own parking space, it is usually also possible to install a Wallbox. The best thing to do to find out is to get in touch – by email, via our hotline or your nearest automotive partner.

Our range of services regarding the charger are primarily aimed at homeowners and renters with their own parking space who are interested in innovative mobility solutions.

Any electric vehicles featuring a Type 2 charging connector can be charged using our chargers. This connector type is the European standard for AC charging so that, as a rule, all charger variations are compatible with any European electric vehicles.

To order additional charging cards, please contact the dealer of your charger or our customer service.

We support our customers in their own energy transition. With Elli’s next-generation smart charger, we support cutting costs, delivering unbeatable reliability, and make your life easier through lightning-fast charging and sustainable energy use.

The charger is our charging station for home use, which is available in two different versions:

Elli Charger Connect 2 and Elli Charger Pro 2.

The chargers essentially differ in the following points:

• • The ability to connect to the Internet and thus provide remote access via the app
  • The ability to connect to the Internet via Ethernet, Wi-Fi, or LTE
  • Inclusion of an MID-certified electricity meter

Here is an overview of the chargers:

Elli Charger Connect 2

• • Connection to the Internet via Wi-Fi or Ethernet
  • Access control via a charging card
  • Gets software updates
  • Has a built-in electricity meter to measure charging quantities

Elli Charger Pro 2 (incl. LTE)

• • Connection to the Internet via Wi-Fi, Ethernet, or LTE.  The data volume for this connection is included in our backend for a period of ten years
  • Access control via a charging card
  • Gets software updates
  • Has a MID-certified electricity meter to measure charging quantities and bill the employer if necessary

All models have a permanently installed 4.5 m or 7.5 m charging cable.

If you have any questions or require further information on the various models, please contact our sales team or Customer Support service.

How long installation takes depends on a few things at the location. The installation professional should give you a time estimation based on your Home Check. On average, you should calculate three to four hours for the installation and set-up of your charger.

Our service partner or the electrician you trust will give you a binding assessment on whether you fulfil the criteria after a Home Check.

Our wallboxes support so-called load management and therefore provide various solutions on how to make sure that your household connection is not overloaded. 

We recommend staying on site during installation so you can complete the online setup and be shown the necessary introduction to the new charger.

At the end of installation, the charger is handed over with the setup report. You confirm your acceptance by signing. Please keep this document as it may be required for future warranty cases.

Your installation partner would like to use their own logs

Would you like to install a charger in your underground garage? In theory, the procedure is no different from installation in an ordinary garage.

Internet connection in an underground garage
If you want to use an Internet-enabled charger in an underground garage, connecting to the Internet can be a challenge.

Find out what is possible in your case

Basically, you have several options for connecting your charger:

• Ethernet: For the best stability, we recommend installing an Ethernet cable, even in underground garages. It is therefore best to check whether this is a practical solution for you.
• Wi-Fi: Of course, Wi-Fi also works in theory, but connection problems often occur, usually due to the large distance from the router as well as the solid walls.
• LTE: A useful workaround here is LTE. It might be a surprise, but in most garages the LTE signal is good enough. If your cell phone gets solid LTE reception where you want to install your charger, LTE is the most practical solution.

When purchasing the charger, make sure that the selected model supports the desired connection type.

1. Connect the charger to the network using an appropriate Ethernet cable.
2. If necessary, check the network configuration if the switch used requires this for new network users.
3. Open the web browser of your choice and connect the charger via the host name.
4. Log in to the charger settings as a service user.
5. Navigate to and select the “Ethernet connections” option. The Ethernet screen and the corresponding MAC address are displayed.
6. Activate/deactivate automatic address assignment (DHCP). The IPv4 or IPv6 addresses can only be entered if automatic address assignment (DHCP) is disabled. Otherwise these addresses will be displayed for your information only.
7. Enter the following to configure an IPv4 address: IPV4 address, IPV4 subnet mask, IPV4 gateway
8. Enter the following to configure an IPv6 address: IPV6 address, length of the IPV6 prefix, IPV6 gateway
9. If necessary, change the charger’s host name and the default DNS server address.

No connection to web browser via Ethernet cable

If you are unable to establish a connection:

1. Check whether the charger is connected to a network switch or an appropriately configured computer, and whether this is active and is not displaying any errors.
2. Check whether the charger is displayed in the network environment display.
3. If necessary, turn the switch or laptop off and on again.  
4. Check the cable and disconnect and reconnect it if necessary.
5. If necessary, contact the network administrator.
6. When connecting via the host name, make sure everything is spelled correctly.

1. Only install the charger on private networks and use a firewall there as well.
2. Use either WPA2 (default setting) or WPA3 for secure Wi-Fi use. Wi-Fi operation with unencrypted protocols or protocols that no longer comply with the current security standard, such as WEP, is not possible.
3. Select detected network

If you want to connect the charger to another Wi-Fi network as a client, select this network as follows:

1. Log in to the charger configuration.
2. Navigate to and select the “Wi-Fi connections” option. The “Wi-Fi connection” view with all available Wi-Fi networks arranged in order by signal strength is displayed.
3. Click the right arrow for one of the detected networks and enter the network key (password) for it.
4. Confirm the Wi-Fi connection.

Alternative for networks that do not transmit their SSID for security reasons and therefore do not show up in the list of detected networks:

1. Select the “Add Wi-Fi” option in the “Wi-Fi connections” view.
2. Enter the corresponding SSID and the network key (password).
3. Confirm the Wi-Fi connection.
4. Disconnect the Wi-Fi connection.
5. Navigate to and select the “Wi-Fi connection” option.
6. In the “Wi-Fi connection” view, disconnect the Wi-Fi that is connected.

1. Log in to the charger configuration.
2. Navigate to and select the “LTE connections” option.
3. In the “LTE connections” view, activate the “LTE” option
4. Default setting: LTE is activated.
5. The following information is displayed: Signal strength of the LTE connection as a bar, name of the connected network
6. Status of the connection: Connected, connecting, connected to unauthorized provider, not connected, fallback to 2G, SIM locked, PIN required, no SIM detected, error, not installed
7. Parameters for LTE identification:
   IMSI: International Mobile Subscriber Identity,
   IMEI: International Mobile Equipment Identity,
   ICCID: Integrated Circuit Card Identifier Network mode  

This information can be found in the password flyer or in the access data letter.

No problem. Simply contact Customer Support; we will be happy to help. We need the charger’s serial number, which can be found on the right-hand side of the charger.

By using the app, the charging history can be viewed, charging cards can be managed, and public charging stations in the vicinity can be easily found, in addition to consenting to updates.

With the second-generation charger, the Charger 2, the app also provides access to the charger’s smart functions.

The functionalities of the apps are constantly being expanded to offer the best possible charging experience.

The second-generation chargers, the Charger 2s, support the WPA2 and WPA3 standard.  

Connect via the charger’s local Wi-Fi hotspot using:

• The charger’s local IP address
• DNS (host name)

You can configure the second generation charger, the Charger 2, by doing the following:

• on the power to the charger.
  Tip: As soon as the charger is ready for configuration, the LEDs will flash blue.
• Scan the QR code on the access data card and connect to the charger hotspot.
  If you cannot connect via QR code, do the following:
  Connect to the charger hotspot via Wi-Fi using the Wi-Fi SSID and Wi-Fi password on the access data card.
  Enter the host name in your Internet browser’s address bar using the access data card.
  Tip: A security warning may appear in your browser when connecting to the charger configuration. If this happens, follow the instructions in the browser to approve a security exception and set up the connection to the charger configuration.
• Log in to the charger configuration with the service user data.
• Follow the onboarding flow in the charger configuration to complete the set-up process.

The IP address for configuration can be found in the access data letter for the second generation charger, the Charger 2.

This data is included in the package and is required to configure the charger.  

• Enter the address “192.168.123.4” in the Internet browser of your smartphone or tablet and accept an insecure connection.
• Finally, log in with the "Configuration Page Password".
• This will take you to the configuration menu.
• Here you can select the appropriate Internet connection for your charger and thus activate it for the Elli backend.  

• Select WiFi under “Connections” in the menu in the Configuration Manager.
• Scan for networks and select your network if the signal is sufficiently strong.
• You can now enter the WiFi password.

No. The charger can only be paired with one charging app at a time.

If your charger is already paired with a charging app and you now want to use a different app, the charger must first be disconnected.

The charger package includes a flyer with four QR codes.

In step 3, you'll find two QR codes. The first one lets you download the required app if you haven't installed it yet. Once the app is installed, use the "Pair charger" option to scan the second QR code, which contains your personal pairing code. This will connect the charger to the app.

Important: The app must correspond to the brand of the charger.

Do you have a second-generation charger, the Charger 2?

We recommend always leaving the charger switched on and connected to the vehicle. This means software updates can be installed automatically and the vehicle can be charged according to the schedule set by the solar surplus or market price-optimized charging functions.

If you want to switch the charger off permanently, you can switch off its dedicated fuse. However, if the charger is switched off, there is no Internet connection so there will be no updates to the software.

The Pro model features an MID-certified energy meter, thus enabling individual settlement per consumer.

Online mode: RFID cards can be managed via the app.

Offline mode: RFID cards can be managed via the local authorization list in WebConfig.

With the second-generation charger, the Charger 2, you can set up a unique charging plan. It then also improves power consumption by using one of our smart charging functions. You can find more information in the smart charging functions category.

Of course, you can also lend the charger to a guest to charge their car.

Automatic billing is not yet possible for a number of reasons.
If it’s a charger with MID-certified energy meters, you can view the charging quantities via the app and tell the guest what they are.

For a better overview, the guest can also be given a separate charging card so that charging sessions are more clearly separated from each other in the app. If the power supply contract tariffs are known, then pro rata costs can be provided.

A charger with the Eichrecht variant can also be used for business purposes: It can be used as a public charging station and the charging session can be billed accordingly as soon as the charger is connected to a charging station management system. You can do this because our Eichrecht charger complies with the German Eichrecht calibration law.

Yes, of course! You can control the Internet-enabled models with an app for iOS or Android.

As our chargers are available for various Volkswagen Group brands, make sure you download the correct app.
If you’re using an Elli Connect or Pro, please download the Elli app.

If you want to control the second-generation charger using the charging apps from the Volkswagen, Škoda, or Cupra brands, temporarily use the Elli Smart-Charging app for the "Solar charging" and "Charging management" smart functions You will be sent a notification and given instructions for this in your charging app.

Once you have successfully paired your charging app, you can add RFID cards to your charger.

First activate private mode.

If private mode is activated, you can add your charging card in the "Charging cards" menu item.
Click "Start activation" and enter the charging card ID.

A new RFID card can be added at any time using the QR code or the card’s serial number. This can then be used to authenticate the paired chargers.

The charging sessions are displayed in the charging app. Each charging session shows how long the vehicle was connected to the charger and the corresponding number of kWh charged. For this, the charger must be paired with the app.

You can also view the history of all assigned charging sessions in a list. These can be filtered by authentication mode and date. This list can be created as a time report for a maximum of one month as a PDF.
There is also a view that shows the history of all charging sessions per month in a year. This means the charging behavior can be analyzed and the total kWh charged for the selected period can be viewed.

Yes, our second-generation charger, the Charger 2, was developed specifically for sustainable charging. Our charger is therefore equipped with the following smart solar charging functions:

• Forecast-based solar charging
• Solar surplus charging
• Dynamic solar phase control
• Price-optimized charging

Further information can be found in the smart charging and energy management category.

The charger supports activation via charging cards (RFID) and you want to link your charging card to the charging app?

You will need an Internet connection to initially configure the charging card with your charger. If you want to install the charger in an area such as an underground garage where there is no Internet connection or it’s not very good, we recommend completing the configuration before installing the charger in this location.

It is important for the charging card to match the brand of the charging app.

We recommend always pairing the car with the charger and having it ready for the start of the charging session. This means that the solar forecast-based, solar surplus, or market-optimized smart charging functions can be used at any time.

Depending on the setting, authentication may be required for the charging session, as with private charging, or it may not be required, as with free charging, i.e., anyone can charge the vehicle.

It is possible to authenticate manually via RFID card, NFC, or mobile app. You can also authenticate automatically via Plug & Charge.

In online mode, active OCPP connection: You can choose between instant and private charging in the app.

In offline mode: The authentication mode can be selected in WebConfig under "Vehicle management – Free charging". 

Yes, the Charger 2 has a local authentication list that can be configured via WebConfig. 

Chargers that support RFID authentication come with a charging card.

You can activate this via the appropriate charging app. It is important that the brand of the charging card also matches the app (e.g.: use an Elli card with the Elli app).

You can also connect public charging cards from the same brand as the charger. Charging cards from third-party providers cannot be paired.

There is no reason to worry. If it was not possible to install the update in the first attempt, e.g. because of an unstable Internet connection, we will try another nine times every 27 hours to install the update.

Please do not disconnect your charger from the mains or Internet until the update has been successfully installed.

We will be notifying you of the availability of new updates in our charging apps.

You will be provided with step by step instructions on how to start updates to safeguard the security and performance of your charger. Consequently, we recommend you use our charging apps.

If you had previously rejected an update and decide to nevertheless install it at a later point, you can trigger the update at any point in the charger settings of your charging app in the "Charging at home" section.

If you have a charger with internet capability, you can find the current charger software version in your charging app in the charger's settings in "Charging at home".

The charger will always prioritize the update during installation. It will not be possible to charge with the charger during this time. However, the software installation usually only takes a few minutes.

The update will only be installed after having completed the charging process (if the charger is online). The charging process will not be interrupted.

The changelog of our software update on this website and the FAQs provide detailed information about the content of our software updates as well as questions and answers on the subject. It goes without saying that our customer service will also be happy to personally advise you.

• After successful installation, there will be a restart.
• During a restart, all red LEDs light up briefly.

If your second-generation charger, the Charger 2, has not gone online yet, it will have the software version that was available at the time of delivery.

As soon as you have installed your charger and connected to the Internet, it will automatically update itself to the latest version. Subsequent updates can only be installed with your active consent in one of our charging apps.

After setting up your charger, simply check your charging app in the “At home” section. Here you can see the current status of your charger and will also be informed as soon as a newer update is available for the charger.

Important: In order to install the latest software on your charger and thus enjoy all the benefits, your charger must be switched on, connected to the Internet, and you must have given your consent in one of our charging apps.

No. Currently, this additional service from Elli is not offered. However, you can enquire about this extra service e.g. during the home check or at a later time through our installation partner or your installer of trust. They will provide you with a corresponding quote.

This additional service consists of the hardware (CT coils) and its installation and setup. Whether you require dynamic load management and which CT coils could be best suited for you will be evaluated together with the installation provider. In most cases, you will require CT coils for dynamic load management if several large current consumers are present in the same power circuit and/or if there are several chargers that are to charge at the same time.

A Home Energy Management System is a system for planning and controlling energy usage in private households. As well as saving resources and being environmentally friendly, the goal is, for example, to reduce energy costs to a minimum and simultaneously ensure the energy requirements of the user – or to best distribute self-produced photovoltaic electricity.

The system also ensures that the electrical installation at your home is not overloaded while using more flexible, easily controllable electrical equipment.

Solar forecast charging can only display energy values if a meter is installed in the charger.

There is no meter installed in the ‘Connect’ version, so no values are displayed. Nevertheless, the car charges solar-optimized according to the individual forecast of the PV system. Tip: Checking the charging power in the car.

To do this, simply go to “Solar Charging” in your charging app and move the toggle to “inactive.”

As confirmation, you should see “Solar Charging Mode” shown with a red icon on the “Home Wallbox” page.

Charger authentication is set to "Instant charging".

Charger authentication must be set to "Private charging"

To activate dynamic PV-optimized charging, select PV charging mode in the Elli app. 

Even if your EV doesn’t support this mechanism, dynamic PV-optimized charging can still be enabled in the Elli app. Your car must be set to instant charge mode for it to work properly.

Dynamic PV-optimized charging dynamically adjusts the charging power of the EV based on the current output of the PV system that is not consumed by other household loads in order to maximize self-consumption.

Forecast-based PV-optimized charging relies on weather forecasts and forecasts on the amount of power that will be generated by the PV system to schedule charging in advance. However, it does not require additional hardware such as a Modbus meter or an HEMS.
To recap, dynamic PV-optimized charging is more precise and uses the surplus power that is being produced by the solar panels wherever possible, while forecast-based PV-optimized charging is an easy way to start using self-generated power.

Instant charging mode must be activated for EVs that use the IEC charging mechanism. Where necessary, the charging process is aligned with the surplus solar power available and power from the grid.

You can set the charging mode by selecting either SolarOnly or Solar+Grid in the Elli app. The vehicle is charged using surplus solar power from the PV system, while in Solar+Grid mode, grid power is also used if the amount of solar power is insufficient to achieve the minimum charging threshold.

These settings are made on the car or in a special vehicle app.

Yes, PV-optimized charging can be used in combination with other smart charging functions – including night mode (Boost) and Mobility/Energy Demand Fulfillment – to improve the overall efficiency of the charging process.

The charging modes available for dynamic PV-optimized charging are SolarOnly and Solar+Grid.

If PV-optimized charging is not working as expected, check the system setup.

Make sure that all the hardware is installed and connected properly and check the configuration settings in the Elli app.

Contact support if the issue persists.

Dynamic PV-optimized charging increases self-consumption of solar power generated by your PV systems by dynamically adjusting the charging power of the EV to use surplus power produced by the system that would otherwise be fed into the grid.

If power produced by your solar panels is insufficient to achieve the target SOC, the system initiates a charging phase with grid power shortly before the departure time to ensure that the target SOC is reached.

Yes, the system adapts to different household loads and different levels of solar power production by constantly monitoring the current at the grid connection point and adjusting the charging power accordingly.

Yes, additional hardware such as a Modbus meter and, optionally, a home energy management system (HEMS) is required. This feature can be activated and used together with a Modbus electricity meter, an EMS with a cloud API, or a combination of the two.

The Modbus meter measures the currents at the grid connection point. The function runs on the EVSE in one system architecture and on the EMS in another. Which one the customer ultimately chooses depends on whether he or she has multiple flexibility plants or one EV-PV system.

Here is a list of approved Modbus meters that you can procure from your technician, for example:

https://www.elli.eco/en/downloads-charger2

Scroll down a bit to Downloads. In the “Technical data sheet” section, you can download the Modbus meter whitelist.

The technical requirements include installation of a charger connected to the Elli backend, a Modbus meter, and an optional HEMS. The system must be able to measure the currents at the grid connection point and adjust the EV’s charging power accordingly.

The Elli app displays the share of solar power used to charge the vehicle and the overall charge level. This allows you to monitor your charging sessions and power consumption.

Yes, supplemental charging can be initiated as required. PV surplus charging remains activated and resumes after supplemental charging has ended.

This is possible if the “Surplus Charging” feature is activated.
If “Charging” is shown in the bottom panel in the app and the charge level rises, then solar power is being used to charge the vehicle. The performance diagram also shows that surplus power is currently being used to charge the vehicle.

During a “Boost” charging session, power from the grid is used to fast charge the EV. When the charging session is complete, PV surplus charging automatically resumes.

Market price-optimized charging is a function that reduces charging costs by allowing you to charge your EV when electricity is at its cheapest. It makes allowances for dynamic day-ahead electricity prices on the EPEX power market, which vary by day and hour, or for your Elli Naturstrom Flex tariff.

If you have a second-generation charger, such as the Elli Charger 11/22 kWh, Elli Charger Pro 2 22 kWh, or Elli Charger Pro 11 kWh, and the charger is online, it can make full use of the market price-optimized charging function.

This function can also be used with the first-generation Elli Charger Pro.  Vehicle data is not needed for the function to work. There is a “basic” function (EN2.0 with no vehicle data), for which no vehicle data is required. However, you will need to set a threshold value that indicates how much you as the customer would like to save in relation to the number of charging hours. The higher the savings, the fewer the charging hours and the greater the likelihood that the car will not be fully charged.

No additional hardware is required if your Elli charger is installed and connected to the Elli backend. All you need to do is configure your dynamic electricity tariff in the Elli app.

Yes, you can use market price-optimized billing if you have an Elli Dynamic Naturstrom Flex tariff.

Actual prices under the electricity tariff
If you use the Elli Dynamic Naturstrom Flex tariff, the prices shown in the Elli app are the actual prices charged under the electricity tariff. This means that the prices you’re shown include all cost components such as energy costs, taxes, and grid fees, which provides a more accurate overview of the costs you will be charged.

More precise information on cost savings
Since the prices are the actual prices charged under the tariff, the Elli app can display more accurate information on your potential savings compared to instant charging. This gives you a better idea of how much money you’ll save and achieve maximum savings.

Seamless integration
Elli’s dynamic tariff is fully integrated into the Elli ecosystem, ensuring seamless functionality and compatibility with all features offered by Elli, including the planning and optimization algorithms.

If you want to use this function, you need to set the dynamic electricity tariff from the third-party provider in the Elli app.

Prices only include cost of electricity
If you use a dynamic electricity tariff from a third-party provider, the prices shown in the Elli app typically only include the cost of electricity on the EPEX power market. These prices do not include taxes, grid fees, and other regional or operator-specific costs. Therefore, the savings you see are only a rough estimate and may not fully reflect your final costs.

Rough estimate of cost savings
Since the prices from third-party providers only cover the price of electricity and do not include all cost components, the Elli app can only show you how much you will roughly save. This means that the savings you’re shown may not be as accurate as would be the case with the Elli Dynamic Naturstrom tariff.

Possible compatibility issues
Although market price-optimized billing is designed to work with third-party tariffs, integration may not be as seamless as it would be with Elli’s dynamic tariff. 

Price zone mapping
In countries with several electricity price zones (such as Denmark, Norway, Sweden, and Italy), you need to enter the correct price zone for your location if you are using a tariff from a third-party provider. This additional step in the configuration process ensures that the optimization algorithm uses the correct prices for your region.

This function can be used in any country where dynamic electricity tariffs are supported and the Elli Charger is available. 
A special configuration is needed in Denmark, Norway, Sweden, and Italy since there are multiple electricity price zones in each of these countries.

Vehicle settings such as departure times and power demands play a critical role in scheduling the market price-optimized charging session.
If you specify your estimated departure time, the system ensures that your vehicle is fully charged and ready to use when you need it, prioritizing lower electricity rates wherever possible.
In addition, if you enter your power requirements, such as the required charge level, this helps the system calculate the least expensive charging intervals. These settings in the configuration allow the Elli app to optimize your charging plan and align this to the cost savings you are looking to achieve.
 

The Elli app allows you to view and analyze your charging patterns over time by displaying electricity price forecasts, scheduled charging intervals, and potential savings versus instant charging.

Tip: If you use the Elli Naturstrom Flex tariff, the app shows the actual prices (including taxes and grid fees), allowing you to obtain a detailed overview of the amount of money you will save. However, if you have a dynamic tariff from another company, the app only displays the energy prices. This means that the savings you’re shown are only a rough estimate and may not include all additional charges. This affects the accuracy and completeness of the information on potential cost savings and the tariff data displayed in the app.

The Elli app can be used to view forecast prices, scheduled charging intervals, and potential cost savings. You can also view a detailed analysis of your charging patterns over time.

Using dynamic day-ahead prices helps you to reduce your charging costs by charging your EV when electricity is least expensive.
This also supports integration of renewables into the energy system.

Use the “Boost Charging” function if you want to charge your vehicle earlier than originally planned. This function overrides the optimized charging plan and starts charging the car immediately. This means it will be ready when you need it, regardless of the current price of electricity. This function is activated in the Elli app. 

Yes, it can be used in combination with other smart charging functions available in the Elli ecosystem such as: Dynamic and forecast-based PV-optimized charging.

If any changes are made to your vehicle configuration, you will need to adjust the settings in the Elli app. To do this, follow the same steps you did the first time you activated market price-optimized charging. 

The charger knows when the price of electricity to charge your EV is at its lowest because it uses the updated electricity prices of the tariff you set.

The Elli Charger receives dynamic day-ahead prices either from the EPEX power market or from us, if you’re using the Elli Naturstrom Flex tariff, and schedules charging sessions accordingly.

The Elli app allows you to view forecast prices and scheduled charging intervals, ensuring that you charge your EV when the price of electricity is at its lowest. This lets you maximize your savings and incorporates a greater share of renewables into your charging routine.
 

Check again carefully which parts are in the shipping box. Sometimes small items, especially the configuration data information, can slip and get lost between other elements.

Please compare all parts with the list in the operating instructions.
If a part is actually missing, simply contact your seller or our Customer Support service.

First check whether you have paired your app with the charger. If you have not already done so, use the QR code that came with the configuration data. The app shows you step-by-step how to proceed here.

For the second-generation charger, the Charger 2, the QR code can be found on the access data letter.

By the way: You can only pair one app with the charger at a time. If you have used several apps in the past that are compatible with the charger, unpair the charger from the app that you no longer want to use. Now pair the desired app.
Important: If the charger has been paired with a new account or the app has been changed in the meantime, you can no longer access any entries from the old account.

Payment of the purchase price is due immediately after conclusion of the contract or upon dispatch of the goods. As soon as you receive a delivery confirmation from us, the corresponding amount will be debited from your specified account.

If the billing does not work, please contact our customer service by phone or e-mail. Of course, we will support you in case of problems with the billing.

With each shipped charger our customers are provided with a tracking link by the corresponding parcel service. Use this link to view your order status at any point.

Please contact our customer service if you have not received a tracking link after some time or the tracking link shows that delivery was not possible.

We directly communicate current delivery times in the model configurator at the beginning of the purchasing process. The current delivery times at the time of delivery will be specified there.

Our chargers are shipped by our shipping partners DHL or UPS.

Yes. You have a 14-day right of withdrawal from the day your charger is delivered.

No, it goes without saying that we will bear any costs incurred for the return.

If you are affected by a warranty case or you would like to withdraw your order, please submit your claim using our contact form.

Once we have successfully verified it, we will send you a return label by email. Use this label to arrange a pick-up or hand over the delivery to the closest parcel service outlet near you.