| Observed Behaviour | Possible Root Causes | Resolution |
| General Charger Usage | ||
|---|---|---|
| Charger does not power up | The circuit breaker could be off or has tripped. | Check that the dedicated circuit breaker is in the correct position (ON). |
| The power supply has not been properly connected. | Contact your electrician to verify the proper installation | |
| Charging session does not start | The charger is schedule to charge at a later time (LED lights bouncing light blue) | Overwrite the schedule or change the schedule (see “Schedule charging sessions”) |
| The vehicle is scheduled to charge at a later time. | Ensure that the vehicle does not have a schedule set. | |
| The charger is locked. | Unlock the charger (see “Unlock the charger”) | |
| The vehicle is completely charged. | No further charge possible. | |
| The vehicle may have an error. | Verify that the vehicle does not show an error. | |
| The charging plug is not connected properly. | Reconnect the plug. The charging plug may be dirty or damaged, ensure that it is in good condition If this does not work contact Wallbox Service. | |
| The charger shows up in a red Error light and does not charge | A safety issue has been detected with the connection to the grid or to the car. | Disconnect the EV connector from the vehicle. Turn off the circuit breaker and wait a few seconds before turning it back on. If the issue remains, contact Wallbox Service. |
| Wrong installation of the current selector | Consult with your installer to make sure that the current selector is not at position 0, 8 or 9. | |
| The vehicle only charges at a low power | Vehicle is almost fully charged | When the vehicle’s charging session is almost complete, the charging speed begins to fall. |
| The charging current has been reduced by the user. | Increase the charging current (see “Adjust the charging current”). If the maximum available current is too low, contact your electrician to recheck the installation of the charger (see Installation Manual) | |
| The ambient temperature is out of the operating range. | If the charger or the vehicle detects a temperature that is too high, the charging power is reduced for safety reasons. | |
| Charger Connectivity | ||
| The Wallbox app does not connect to the charger using Bluetooth | Unstable Bluetooth Connection | Assure that the Bluetooth is enabled on your smartphone or tablet. The BLE range is less than 32.8 feet – stay inside that range. Turn off and on your phone’s Bluetooth and try to connect again. |
| Improper functioning of Wallbox App | Close the Wallbox app and open it up again. Check to see that the latest version of the app is downloaded on your phone. The easiest way to do this is to uninstall the Wallbox app and then reinstall it. | |
| The Wallbox app does not connect to the charger using WiFi | Unstable WiFi network | Try to connect another device and check that the network is active and can be connected to the Internet. Restart your router and check the connections. Connect using different Wi-Fi Network. Create a mobile hotspot with your mobile phone. |
| Closed WiFi network | Open the ports on your router. In order to connect your charger, the following ports will need to be open: TCP 80 (Used for data transfer) UDP 123 (Used for time synchronisation) | |
| Charging Logs | ||
| The charging logs do not appear in the myWallbox website nor the Wallbox App | No internet connection | In order for the charging statistics to appear in the app or the myWallbox portal, the charger must be connected to the Internet. Please first check the Internet connection. Alternatively connect to your charger using Bluetooth and allow the device to sync to your phone. This will let the charger send the statistics using bluetooth instead of the Internet. |
| Bluetooth sync is outdated | Check for the latest version of firmware in your charger and make sure that it is updated. Remove the Wallbox app from your phone, redownload the app, Reset the charger system. Inside the Wallbox app go to: Settings > Advanced Options > Restart. Reconnect to your charger | |
If the resolution requires the support of our service department, please address your issue to:
Phone: (888) 787-5780
Mail: [email protected]